ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company gave me an old part for a new machine

  Business response

  01/29/2024

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you experienced some challenges with your chair, and that there was a delay in following up with the final tech report results. In reviewing your account, ********, I show that you spoke to a member of our leadership team, *****, on 1/22/2024 and 1/29/2024. ***** verified that the parts were ordered, and once you receive them,the service tech will be scheduled for an in-home repair visit. Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 7, 2023 , after seen an advertisement in AARP, I ordered an electric chair called Journey Zoomer (oder# P1335166) to be delivered to *********** and payed $3095.55.On December 2023 I started to have problems with the chair and called customer service. I talked to a person named ***** , who after some questions determined that there was problem with the battery. He said that they were going to send a new battery because it was covered by the guaranty but it could not be sent directly to me in *********** but thru someone in the States. I told him that my daugther lived in ******** and he said it would be sent to her so she could forward it to me. When I received the battery and tried it the chair did not work so I tried calling customer service again but this time I had a very hard time conecting to them. Finally after a week I was finally able to tallk to ***** again. This time ***** determined that maybe there was something wrong with the motor and that their representative in *********** should take a look at it. I asked for the address and to my surprise he said that the name of the place was La Tienda Medica and the address was about three blocks from my house. He gave me a telephone number *************) and I called the place. The owner ************************** answered, and said he has never heard of the company and did not have anything to do with it. That is when I became really concerned about this and decided to contact you. I want an investigation on what is going on and get some answers about customer services. I want my chair repaired or replaced immediately and the customer service department of this company be investigated and their practices questioned. I will be waiting to hear from you.

  Business response

  02/02/2024

  Thank you for contacting Journey Health & Lifestyle regarding your recent phone inquiry in reference to the challenges you are having with the Zoomer, we truly want the product operational for you.  I apologize for the misinformation, and we are very sorry about the inconvenience. In reviewing your order, P1335166, I show that our troubleshooting technician spoke with you on 1/30/2024.  You both agreed that once the Zoomer is examined by a local shop you will contact us for the part that is needed to fix the problem. When you are ready please call our CS team, we will quickly ship the part out to you. We appreciated your patience while we reviewed your case in more detail. If you have any further questions, please contact our **************** Team at ************.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This was a purchase made by my mother who lives in an assisted living facility. Around the 2nd of December of 2023 my mother ordered the Zoomer wheelchair. On the 4th of December the chair was shipped and was delivered on the 15th to her assistant living facility where I instructed them to refuse the package so it would be sent back. It arrived at the company's facility on the 15th of December 2023. On December 17th I called to inquire about the refund I was told that they would put in a request for the refund, and it would take 7 to 10 days. I waited and called back three more times only to get the same response, "we will put in a request for a refund". Here I am a little over a month later they have had their product, and I am still trying to get my mom's refund. They gave me an excuse about a computer conversion being done but at this point they should have cut a check and sent the refund to my mother. Its time to refund $2834.43 back to my elderly mother. I feel like you people are taking advantage of the elderly. The order number P1367214

  Business response

  01/22/2024

  Thank you for contacting Journey Health & Lifestyle about your Zoomer return and the delayed refund. In reviewing your account, the refund check was processed on 1/22/2024 for the full amount of the purchase price.  The physical check was mailed, and the *** Tracking Number is 1Z23X6263590610341; it is estimated to arrive on Wednesday,1/24/2024. We truly apologize for the delay and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

  Customer response

  01/22/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Perfect Sleep Chair from Journey Health and Lifestyle over the phone on 11/22/2023. They charged my credit card that day for the full cost which was $2,630.39. My customer order # was ********. At the time, they told me I would probably receive the chair Dec 12th - 16th, but could not guarantee I would have it by Christmas. I called a few days before Christmas to check the status and they told me I'd receive it by 12/26/2023 and someone would contact me to arrange delivery. I called back 12/27/2023 because I had not heard from them. They told me I'd have the chair by around January 1st. On January 2nd my adult daughter, who lives in the Richmond area, called the company and asked the status of the order. They told her it was on back order and would be delivered around mid to late January. On that same phone call my daughter requested to cancel the order. The customer service rep confirmed she had cancelled the order and that we could expect a full refund back to my credit card within 3-5 business days. We have not received the refund. My daughter tried to call the company back on 1/16/2024 and could not get through to a person. She was on hold in a queue and was not available to wait due to her work schedule. The message indicated she could email the company at ******************************* if she did not want to wait on hold. She sent an email message requesting an update on the refund and has not received a response; not even an acknowledgement that they received her message. This is very poor customer service. I've already ordered another chair from a local furniture store and no longer need or want the perfect sleep chair. I never recieved the chair I ordered from Journey Health and Lifestyle and my daughter called the company and cancelled the order. I'd like to get a full refund. It's the right thing to do. I appreciate any assistance you can provide. Thank you.

  Business response

  01/23/2024

  Thank you for contacting Journey Health & Lifestyle about the cancellation of the Perfect Sleep Chair and the delayed refund. In reviewing your account, the refund check was processed on 1/23/2024 for the full amount of the purchase price.  The physical check was mailed, and the *** Tracking Number is 1Z23X6260290518781; it is estimated to arrive on Thursday, 1/25/2024. We truly apologize for the delay and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Journey Adventure Scooter around 12/7/23, with a promise it would be delivered on 12/14/23. Multiple attempts, after Christmas, were made to contact the sales agent. No response, no call backs. Tracking the confirmation was futile, as it seems no order was made, despite being charged for a product I never received. All I want is my money back.

  Business response

  01/04/2024

  Thank you for contacting Journey Health & Lifestyle regarding your recent purchase of our Journey *************** Mobility Chair. In reviewing your order, P1367791, I show that this item shipped on 12/27/2023 with an estimated delivery date of 1/5/2024.  At this time, we are unable to refund this order while in pending delivery status to your home.
  

  Your *** tracking number is 1Z9950850395509574.
  

  We truly apologize for the delay and appreciate your patience while we reviewed your case in more detail. If you have any further questions,please contact our **************** Team at ************.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** lives in a nursing home and she said she ordered a power wheelchair last week over the phone and **** was deducted from her checking and the rest (****) will be taken out today-the day it was delivered. ***** called the number in the magazine and they said it was delivered today, 12/26/23. It was not so she finally told her troubles to staff.Social Services called the number and yes, they confirmed it was delivered. They said they delivered to ******************************* We told them that is not her address...in fact after ****** mapping this address can not be found. The Journey rep said it was not their problem if they got a bad address and there was no one we could talk to.

  Business response

  12/27/2023

  Thank you for contacting Journey Health & Lifestyle in reference to a delivery issue regarding your recent purchase of the Journey Air Silver. In reviewing your account, ********, this was delivered by *** on 12/21/2023 at 10:31a.m. at the Front Desk.
  

  In doing a little further research:
  - On 12/15/2023 ordered and shipped to the address provided on the phone call to the sales agent; which was **************************************************
          - *** tracking number 1Z9950850399727358
  - On 12/19/2023 *** picked up the package
  - On 12/20/2023 *** realized that the street number was incorrect and changed it to **************************************************
  - On 12/21/2023 delivered to **** and it is showing signed for by ******* at the front desk
  - On 12/27/2023 I called the ************************* at ************ and the operator transferred me to the Activities Director. I received a voicemail, so I left my name and phone number.
  

  I am waiting for a return call from the ************ to determine where this product was placed once delivered to the front desk. I am very sorry for the inconvenience but know that we are working to locate this package. We appreciate your patience while we review your case in more detail.  If you have any further questions, please contact our **************** Team at ************.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chair was just received as a Christmas present. We have used chairs owned by some family members, and have always had **** Boys, and never sat on anything so out of line with what we have been using. Now that I am 76, and in good health, I want to stay that way with raised feet, neck support, and back support. This chair is poorly designed for my needs. It is unacceptable due the the three points above, and I should include that the chair itself is as hard as our church pews to sit on. I am using pillows to keep my feet raised, my neck support always needed, and using a back support for my lower back. This chair is unacceptable.

  Business response

  01/13/2024

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you are not happy with your purchase. In reviewing your order, P1366841, our ******** Service Supervisor called both phone numbers on file; ************** and ************* and was unable to connect so a voicemail message was left.   We will reach out again at the beginning of next week, by phone, so we can discuss your Perfect Sleep Chair and the challenges you are experiencing. 
  Again,we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order# P1354085 My mother purchased a sleep chair. She passed away 3 days before contacted about delivery. We cxld the chair. Debt card used for purchase cxld since mothers death by bank, so refund could not processed that way. Numerous calls assured a refund check would be sent minus S&H. After months of waiting and repeated calls, being given the runaround(********), manager(*****) in meeting cant take calls, put on hold to no answer and essentially everyone is passing the buck. CS says check was mailed to me(executor) of the estate over a month ago, *****. Told give it until the end of the week each time called and actually speak to someone. Heres the Facts chair cxld ****, refund processed ****, mailed *****. No check has been received. No one on phone wants to make it right. I want a refund for my dead mothers chair in full. You can eat the shipping fee for the chair that wasnt even delivered and making the family practically beg for her money back. Making people go through this is ludicrous. Your company should be ashamed.

  Business response

  12/27/2023

  Thank you for contacting Journey Health & Lifestyle in reference to ************************* account, P1354085. In reviewing the order, I am showing that a refund was processed to the credit card on file dated 10/4/2023 in the amount of $2120.79.  Once JHL was informed by the credit card company that the refund was declined we converted the refund to a paper check; which was processed on 11/16/2023; check # ******.  Our records indicate that the check was mailed on 11/17/2023 to ********************************, ********************************************************************* 
  

  We are very sorry to hear that as of 12/19/2023 the check was not delivered to the mailing address requested. I have asked our *************************** to stop payment on check # ****** and reissue a replacement check. A voicemail was left today to confirm that (1) you did/didnt receive the check over the holidays and (2) that we have the correct mailing address on file. The AP team would like this information before we proceed in voiding the current mailed refund check.  Please respond to this BBB complaint or call our CS phone # below with the requested information.
  

  I would like to offer my condolences on the passing of your mother.I am sure this is a very challenging time for you and your family.
  

  Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  These are not the "Nightproof Diapers size XL" which have been on automatic order for quite some time. I have 2 cases with the same "Ecosan" brand in them! They are not the same diapers! One case was ordered as an extra which I was charged for the shipping and one was my regular order which had not been sent as should have been! Tired of problems trying to get them to fix their error! Talked to many people and each one blames the prior person I spoke with. The best is when they said "We do not take returns on these items"?????? I didn't order this, they made the error!! They were supposedly sending me 2 replacement cases of the Nightproof diapers.....well as always never came and the call that was supposed to come to me never happened either. I WANT MY FULL MONEY REFUNDED INCLUDING THE SHIPPING CHARGE! I NO LONGER DEAL WITH THIS COMPANY!RATE THEM EXTREMELY POOR F-

  Business response

  11/29/2023

  Thank you for contacting Journey Health & Lifestyle about your recent purchase of our Night Proof Briefs. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that your mother had challenges when using the briefs. In speaking with you on 11/27/2023, we agreed to refund the order and for you to dispose of the remaining product. Please allow up to 5 business days to reflect the credit to the card on file. We apologize for the inconvenience, and truly appreciate your feedback so we can continue to make improvements as needed. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In april of 2023 i purchased a journey perfect sleep chair. I ordered the microfiber in chocolate. Instead i received a leather chair which sat in my family room for weeks before they decided to pick it up. That is not the problem because in june i received the correct chair only to have the remote control wires to fray to the point that it does not operate. I had total knee replacement on oct. 2, which is why i bought the chair for assistance with mobility. The wires stopped working at the end of october. I had to CLIMB out of the side of the chair in order to get out of it. This action set my recovery back but that isnt the main problem. When i called for repairs, they told me didnt have the part, didnt know when they would get it, or when a tech would be able to come out to fix it. This is a real problem because now i have to sleep on the couch which is low to the floor and is extremely difficult to get up from. This has set my recovery back and i have lots of other medical issues like chf, afib, copd and the list goes on. They have a no money back policy,no return policy so if you get a shoddy chair at over ******* dollars, you are stuck with it. I have had this chair for only 5 months and i cannot use it. Please help me if you can. I have filed a complaint with the attorney general ****** of ohio in april, cancelled it in june when i got the chair but i am reopening it if the lady will call me back. Then to top it off i received a mailer for ****** off a new chair in the mail today. I have also called the **** Bulletin because Journey advertises in it and told them my story. Please help me if you can since i live in ohio and they are based in virginia. November 16, 2023. None of the paperwork has a price on it. When i looked over the paperwork i noticed a ship date of 4-14-23. They didnt even put the right paperwork with my chair instead it was for the leather chair.Mod # PL510-MLT-DTV-BES. Over Serial #**************

  Business response

  11/27/2023

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you experienced some challenges with your chair, and that there was a delay in having the service tech visit to repair your unit. In reviewing your account, ********** show that you spoke to a member of our leadership team, *****, on 11/20/2023.***** verified that the parts were ordered and ready for the service tech to be scheduled for an in-home repair visit. I show that the service was completed on Friday, 11/24/2023 and all is in good working order.  Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩