ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase an upright ****** in September with a warranty. The wheel fell off and the wheel hardware as well. Called to get the wheel replaced they do not have the bearing for the wheel we cannot find the bearings. Therefore I called to get a replacement ****** because the one Ihave the wheel is not able to be replace as the company doesnt have the bearing needed for the wheel. They have said hardware is not a part of the warranty but if you cannot put the wheel on without the bearing what are we suppose to do. They are not willing to replace the ****** or provide a wheel with the bearing. I need help resolving this issue .

  Business response

  11/13/2023

  Thank you for contacting Journey Health & Lifestyle about your recent purchase of the So Lite Glide. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you had challenges with the unit, and we were unable to provide a replacement part to fix to your satisfaction. In reviewing your order, T2065782, I show that you spoke to a member of our CS leadership team on 11/7/2023. At that time, an agreement was made to send out a replacement So Lite Glide. Our records indicate that unit shipped on 11/10/2023. We appreciate your patience while we reviewed your case in more detail.  If you have any further questions, please contact our **************** Team at ************.

  Customer response

  11/13/2023

  [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

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a lift chair for my father. It took 4 weeks to arrive and it was the wrong one. I refused the delivery and immediately contacted them that I didnt want to wait another 4 weeks for another one and that I wanted a refund. Ive been calling every day without a return call. ****** keeps telling me that it will be taken care of but its been another week. I need help getting my money back.

  Customer response

  10/11/2023

  I wish to add additional information regarding my complaint against Journey Health & Lifestyle
  I only received a partial refund from them. When I called to ask why they withheld $398 from me I was told that they charged me for return delivery fee and claimed that I returned it because I didnt like it. *** told ****** numerous times that it was the wrong chair. That it was their mistake and that I should not be charged for a mistake they made. She claimed that all the order and delivery numbers matched. Maybe they did but, it was still not the chair that I ordered. The chair I ordered was supposed to be a deluxe size for my dad that is over 6 tall and 200 pounds. Im 5 tall and it was too small for me. Can you please help me get the remaining money back?
  ***********************
  

  Business response

  10/13/2023

  Thank you for contacting Journey Health & Lifestyle about the order of your Perfect Sleep Chair and the delayed refund. We are very sorry that the chair wasnt a perfect fit in size and was refused at the door. In reviewing your account, the refund was processed on 10/9/2023 and an account specialist contacted you on 10/10/2023 with an update. Please allow up to 5 business days to reflect the credit to the card on file. We apologize for the inconvenience and appreciate your patience.If you have any further questions, please contact our CS Team at ************.

  Customer response

  10/14/2023

  [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

  09/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Perfect Sleep Chair 79 Miralux 2 (Saddle) and white glove delivery service from Journey Health & Lifestyle for my mother on July 15,2023. The chair was delivered on Aug. 29th. I received a call from the delivery company on Aug. 29th saying they are on the way and I replied Ill meet them there. I was about 15 minutes away. Before I got to my mothers house I passed the delivery truck leaving. So I made it to my mothers house to find the chair shipping material was left in the front yard that included the box and the wooden pallet that the chair was on. I went into the house to find that the chair was sitting in the middle of the floor with everything wrapped up as it was in a box. I immediately called Journey @9:30am and told them what had happened and they apologize for the delivery company and said they will get them back out there. At 3:30pm the delivery company had not arrived so I installed it. The delivery service called the next day wanting to schedule a pick up and a installment day. I told the representative I did it myself. I was told that you were coming back the same day you delivered the chair to setup my mothers chair. My mother-in-law passed away that week so I couldnt immediately handle that delivery issue at the time. I called JH&L on September 11th and told the customer service representative about my experience with the delivery service. The representative told me that she will get back with me within 48 hours. I called Journey again after 16 days had past and I havent heard back from them. I spoke to the same customer service person again and told them the last time we spoke you told me you were gonna call me back in 48 hours and I havent heard from you and its been almost 3 weeks. She apologize for the delay. She said **************** let me get with my leadership team and Ill be right back. She came back and stated how leadership team was not available, but she will call me back that day. The representative have a call me back .

  Business response

  10/04/2023

  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 challenges with the delivery team with no set up or trash removal. In reviewing your account, ********, I show that you called in immediately and reported this incident, therefore, a credit of $299 was processed today to the credit card on file, please allow 3-5 days for your bank to reflect the adjustment.  Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. I can appreciate your request not to be contacted by our company, just know that if you would like to discuss further, please contact our CS Team at ************ and request to speak with *********** 

  Customer response

  10/05/2023

  [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

  09/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a motorized wheelchair from the company. Its supposed to have a 6 month warranty on the battery. Ive not even had the chair 3 months and the on/off button has broken off of the battery. When I called the company they said that because I didnt call when I first got the chair they wouldnt do anything to honor the warranty. However, I did call because it wouldnt work and the company would not answer the phone. Now the company will not honor the warranty.

  Business response

  09/28/2023

  Thank you for contacting Journey Health & Lifestyle in reference to the warranty on the replacement battery for the Air Elite. I truly apologize for the error and the payment charge for the battery; however, I hope that you are enjoying the product. In reviewing your order, I show that you spoke to a member of management on 9/26/2023 and a refund was processed immediately. Please allow up to 5 business days for the credit to reflect with your bank. I truly appreciate your patience while we reviewed your situation in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 17, 2023 I bought a sleep chair for $3,339.64. They tried to deliver a damaged chair on Friday July 1st. I refused delivery. I have since been calling and emailing this company to confirm when my NEW chair will delivered. Can you please help get this resolved or my money back?

  Business response

  08/09/2023

  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 were very sorry to hear that when your PSC arrived at your home it was damaged, and you were unable to enjoy your new product. In reviewing your account, ********, I show that we ordered a replacement chair immediately, however, it can take up to 3 4 weeks for the new delivery.  I understand that you spoke to our CS Escalations Supervisor, *****, on 8/4/2023 and at that time, she was able to connect with our carrier team, and scheduled delivery for 8/8/2023.  I also show a callback scheduled for 8/9/2023 to review the delivery and your satisfaction. Again, we apologize for the delayed delivery of your replacement and appreciate your patience while we reviewed your case in more detail. We truly value your business and look forward to resolving this issue to your satisfaction. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a "Perfect Sleep Chair" from Journey Health & Lifestyle for a total price of ******* on 17 Jun 2023. Order # ****. This price included White ***** Delivery (assembly and removal of packaging). The chair was delivered; however, it was not properly assembled properly. The remote-control functions were not working or working in reverse example: you press the recline button and the chair would lift etc. In addition, to the control not working, several wires are dangling in the rear of the chair. What is most upsetting is that the delivery company (Seko Worldwide, LLC) did not demonstrate how the chair works to my 80+ year old mother, whom they could see that she is disabled and could not beardly walk. Seko Worldwide, LLC had my brother, who they could clearly see suffers from a mental illness, sign their documents to say that the work was complete. How sad. As I arrived at my mother's house, I saw that they were taken advantage of by Seko Worldwide, LLC. I immediately called Journey Health & Lifestyle and spoke with a representative. She stated that it was too late in the evening to do anything about my issue and that she would call me back tomorrow with an answer. Well, she did not. I called back to Journey Health & Lifestyle and spoke to a *******, who stated that she did not see any note that I called. ******* put me on hold, then returned and stated that she left a message with the shipping company and that someone would return my call shortly. Days have passed and no one has returned my call. Meanwhile, I have a recliner that does not work and a disappointed disabled senior citizen. I request a full refund. I will purchase another chair else ware.

  Business response

  08/01/2023

  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 challenges with the delivery and set up of the chair. In reviewing your account, ********, I show that you spoke with a member of our leadership team,*****, on 7/31/2023. At that time, you discussed the issues at great length and the next steps.  You both agreed that you would keep the chair, we would refund the shipping cost, and schedule a technician to come to your home and set up ******* properly. The $299 credit was processed today, please allow 3-5 days for your bank to reflect the adjustment.  Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. We truly value your business and look forward to resolving this issue to your satisfaction. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, My name is ****************************** and my wife&#**;s name is ****** *** (she goes by ***). Our address is, ***************************************************************************************************. About 10 mile north of *******. Our phone number is **************. We are both senior citizens [Sue * 76 | *** * 86] and not very proficient in the use e*mails or texting. The purpose of this e*mail is to establish initial contact with you to ask for your help with dealing with a company called H33353732353630**3636H H3133383135**34373632H and H313038383731**323437H. My wife, ***, ordered a "Lift Chair" for me as a Fathers Day gift. The following is a brief rundown of events as of today, Monday, 17 July 2023. Chair delivered in late morning on 14 June. Chair QUIT in mid operation during SECOND use in early afternoon of 14 June. * I fell over the footrest sticking out of the chair. Was hospitalized until 30 June. * While I in hospital: *** contacted the company the next day. They would send someone to fix it and that it would take 10 days. Responded on 23 Jun. (Repairman told *** "It wasn&#**;t plugged in right" "she should send it back") I got home from hospital on 30 June. Started using my "new" &#**;repaired&#**; chair. After 4 or 5 up and down cycles it started irradicably malfunctioning in the down mode from standing to sitting. BROKE We called the company on 2 July to report the problem. We told them at that time we did not want the chair and that they come and get and that we wanted our money back. What we got was a lot of smooth*talking run around about tabling and reviewing our complaint and that they would get back to us about getting the chair fixed. We have not heard one word from them since our call. We would greatly appreciate it if someone could call us and help us.

  Business response

  07/26/2023

  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 we have been unable to locate a service tech quickly in your area. In reviewing your account, ********, I show that you spoke with our CS Supervisor,*****, on 7/24/2023. At that time, you both agreed that since we couldnt locate a technician, we would refund *******. We have contacted our Main Carrier to pick ** the chair, once in their possession we will refund your order to the credit card on file. After the refund, please allow up to 3-5 business days for the credit to reflect with your bank. 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

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a perfect sleep chair on June 6 and was told I would receive it in 3 weeks. It was shipped on June 8 and I still have not received it. I paid $2212 for it. I called customer service today, July 10, and they don't know where it is. It hasn't arrived at their delivery site yet. I was told they will try to track it down.

  Business response

  07/14/2023

  Thank you for contacting Journey Health & Lifestyle about the order for your Perfect Sleep Chair and the delivery status. We are very sorry that there were delays to the original quoted shipment time which caused you to cancel the order. In reviewing your account, I show that you spoke to our CS Supervisor about challenges and a refund was processed on 7/13/2023 for the full amount of the purchase price. Please allow up to 5 business days for your bank to reflect credit to the card on file ending in ****. We appreciate your time and value your business. If you have any further questions, please contact our CS Team at ************.

  Customer response

  07/18/2023

  [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

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased sleep chair 05/2022 phoned them may 14th 2023 have called repeatedly approximately 15 times to be told the same thing"trying to get update on why serviceman has not come yet"the chair cost around $3-4 thousand and Im on a fixed income but have scoliosis and need the chair to be able to sleep.It's proper to mention at 84 I have not had a decent sleep since this chairs been damaged.At this point they can refund since I think I've waiting long enough to no avail or they should send me a chair that works.I really hope this can be resolved sooner than later

  Business response

  07/13/2023

  Thank you for contacting Journey Health & Lifestyle in reference to the challenges you are experiencing with the delays in receiving tech service for your Perfect Sleep Chair. In reviewing your order, I show that you are working directly with our ******** Service Supervisor, *****, to expedite the open service tech request to repair *******. Unfortunately, our manufacturer had been unsuccessful in contacting you, however, I do understand that you all connected on 7/12/2023 and we are getting the technician out shortly. I apologize for the delay, and truly appreciate your patience while we reviewed your situation in more detail. If you have any further questions,please contact our CS Team at ************.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I helped my elderly mother purchase the upbed. We received the bed on 6/7/23. My mother cant use the bed. I have contacted the company 4 times in 2 weeks and cant get a supervisor to contact me back. I have also sent 2 emails with no reply. The information I receive from the customer service representatives is they are in a meeting but as soon as they are free I will give them your information and they will contact you. The issue is my mother is so frail that she cant physically push herself back in the bed to where the top and bottom meet. I spoke numerous times to sales and received measurements before I ordered. She spent a large sum of money on this bed and cant use it. I am trying to see if I can return the base and mechanical section of the bed to help her get some money back. I understand the mattress cant be returned for sanitary reasons even though it hasnt been used. I dont want other elderly people on a fixed income to purchase from this company specifically because of their customer service.

  Business response

  07/03/2023

  Thank you for choosing Journey Health & Lifestyle for the purchase of your *************** Our goal is to provide the best, high-quality products to our customers, so we are very sorry to hear that your mother is unable to use the product. In reviewing your account, ********, I show that you spoke with our CS Supervisor, *****, on 6/30/2023. At that time, you both discussed a few options and will connect again on Thursday, 7/6/2023 to complete the resolution.We apologize that our leadership team didnt follow up with you timely,however, we are experiencing higher call volume than normal and are working to staff accordingly. We truly appreciate your business and patience while we reviewed your situation in more detail. If you have any further questions, please contact our CS Team at ************.

  Customer response

  07/03/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will not accept any resolution until I hear from ***** at Journey Health on 7/6/23 as promised on 6/30/2023.  
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  07/10/2023

  In speaking with *****, the CS Supervisor, you both agreed on a partial refund for the challenges with the Upbed. The refund was processed on 7/6/2023, please allow up to 5 business days for the credit to reflect with the bank. Journey Health & Lifestyle considers this claim closed. If you have any further questions, please contact our CS Team at ************.

  Customer response

  07/10/2023

  [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,
  
  *************************
  
  
  
  

*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. ↩