ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased one of their $2,500 chairs back in Sept of 2021 and it did not arrive until Nov of 2021. Said it was made to order. I received the chair and there was no stuffing in the chair. After fighting with them, they replaced the chair with a defective one. I called the company and was told someone will get back to me in 14 days - no one did. I had to call again and they said wait 14 days - no one called. After making several attempts, they said someone would contact me. There is a big space between the seat and the back of the chair when you recline. How they fix it? They sent me a roll to put in the space. That did not work and I hurt my back on the metal sticking in the chair. So they sent a guy to change the back of the chair last week. That does not fix the issue. The space is still there and its a huge gap. I am 84 years old and I don't need any more issues and getting hurt with this metal piece sticking out of the chair. Now I get this email saying that they will not refund me my money because we are outside of the return time period. That was done on purpose and this company knew what they were doing by stalling me and not responding in a timely fashion. I wrote to the *** of the company and have not heard one word. The service guy tells me that they get 40 complaints a day on this chair. They advertise that its the best sleep chair in the **** book and they are stealing from senior citizens and taking their money and not fixing the problem. I have emails and pictures to back my claim.

  Business response

  07/14/2022

  Thank you for contacting us about the challenges you experienced with receiving a defective unit and the delays in setting up service.In reviewing your order, I show that you have been working with our CS Supervisor since 6/30/2022. She has agreed to pick-up the unit and refund the order. Please allow up 7 business days for our carrier to reach out to set up a date for the return. Once the Perfect Sleep Chair has been picked up, we will initiate the refund. We 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

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My grandmother (***************************) who had dementia had subscribed to Journey Health and Lifestyle's newsletter. $9.95 a month. I've been taking care of her finances for the past 2 years until her recent death. At that time, I've been trying to get them to cancel her subscription to no avail. I've called AT LEAST 5 times and I still keep seeing her recurring payments. I just tried to call again and they kept me on a very long hold, saying that my hold will be 50 min and that someone will call me. No one called. This is a crime to call and take advantage of seniors with dementia this way. My grandmother died 6 months ago and she still needs to pay this ****! My father (*****************************) took over her accounts and we can't take cancel this subscription.

  Business response

  07/12/2022

  Thank you for contacting us about the monthly VIP Charge for the WOW computer. In reviewing your mothers account, I do show where a call was received on March 9, 2022, to cancel the monthly charge.I truly apologize that we didnt follow through with the cancellation, however,I stopped this as of today and backdated it to March 2022, so a refund will be processed. I am sorry for the inconvenience this has caused and apologize for the long phone wait times. Unfortunately, we are short-staffed due to sickness. I appreciate your patience while I reviewed the situation. If you have any further questions, please contact our CS Team at ************.

  Customer response

  07/12/2022

  [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

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the chair for my 91-year old mother to help her get get up and to relax during the day. Since i received the chair in two weeks the chair start to fall apart. I get in contact with the manufacture to come and the chair. I paid $3046.36 for the chair. My mom cannot use the because it is poor built so it very uncomfortable when she lay back in it. I need you help to get my money back. Thank you and looking forward to hear from you.

  Business response

  07/13/2022

  Thank you for contacting us about the challenges you experienced with receiving a defective unit and the delays in setting up service.After speaking with you and reviewing your order, I have agreed to pick-up and refund the order. Please allow up 7 business days for our carrier to reach out to set up a date for the return. Once the Perfect Sleep Chair has been picked up, we will initiate the refund. We 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

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased "The Perfect Sleep Chair" online, from an ad in The **** newsletter. When the chair was delivered I discovered that there is a gap between the seat and the back of the chair when it's reclined. The company's solution is a 'bolster' which can fill the gap but I am not physically able to pull out *********** which is necessary to put the chair in the upright position. In short, the chair does not fulfill any of the needs I have physically; I cannot use the chair at all. My attempts to discuss this with representatives from the company have not brought satisfaction.

  Business response

  07/05/2022

  Thank you for contacting us about the challenges you experienced with receiving a defective unit and the request for a pick-up / refund. In reviewing your order, I show this request was approved on 6/30/2022. The Return Authorization number is ******. Please allow up 7 business days for our carrier to reach out to set up a date for the return. Once the Perfect Sleep Chair has been picked up, we will initiate the refund. We 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

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 19, 2022, my sister and I ordered the advertised sleep chair for our Dad. The site, *********************************** was through Journey Health and Lifestyle, I believe out of ******** ******** ********. There was a place to click to build your own chair, which is what we did. The options were to select fabric, size, zones and color. The cost was $*****, plus a $*** shipping fee. There was no email confirmation sent stating that the order even went through. The page said an email confirmation would come through when the order was ready, but I haven't found any email from them. I received a card in the mail, asking me to call the number immediately to confirm the order. I made the call, confirmed what I thought was the chair we ordered, then waited. After a couple of weeks I called the company. I left many voicemails, and did finally get ahold of a person. Around March 17, I was told I would be called with a delivery date and time. This happened at least 3 different times, was told the chair was ready to ship. The company finally gave me to name of the delivery company that supposedly had the chair, and I called them. The chair was finally delivered on March 30 . We paid for "white glove delivery", as Journey advertised. The chair didn't come with a manual, and it didn't recline as advertised. In fact, it didn't recline as far as the chair our dad uses now. It had heat and massage, which isn't an issue. It was supposed to be a sleep chair. It was sent back. I called the company, got a full voicemail and couldn't leave a message. My sister and I made several calls, and the company said they would refund the chair, but not the shipping cost. The false advertising is on them. Our dad would like the advertised sleepchair if it exists, but won't pay another shipping fee. Otherwise he would like the chair plus shipping refunded and the company to advertise accurately. ***** * *********

  Business response

  04/22/2022

  Thank you for contacting us about the challenges you are experiencing with your order. In reviewing the account, I show that our CS Lead has reached out to you in regard to a return for refund or a re-order for a new chair. We value your business, and our goal is to make sure that you are satisfied with the purchase you made.  We truly appreciate your feedback so that we can learn and make changes as needed. Over the next couple of days, our CS Lead will connect with you to complete the discussion and determine the next steps. If you have any further questions, please contact our CS Team at 800-958-8324.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a perfect sleep chair from Journey Health and lifestyle on Feb 11 2022. I was told it would arrive in 2 weeks. No chair in 2 weeks, 3 weeks, 4 weeks, 5 weeks, 6 weeks. Started asking for a refund at the 5th week but I keep getting excuses. For some reason an email has to be sent to corporate. Each time I call a rep sends an email, and each time I get no response or refund. I’ve been told the chair was lost, at the dock, sent to another location. I just want a refund. Thank you

  Business response

  04/02/2022

  Thank you for contacting us about the challenges you experienced with a delay in delivery and the request for a refund. In reviewing your order, I show that we processed a full refund on 3/30/2022 to the credit card on file. Please allow up to 7 – 10 business days for your bank to reflect the credit.  We appreciate your patience and value your business. If you have any further questions, please contact our CS Team at ************.

  Customer response

  04/04/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ******  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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: [email protected].
  
  Regards,
  
  ******** ***********
  
  
  
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Zinger Chair with arm rests price was ******* total with tax *******. The sent two chairs and debited my account for both. I have tried to contact them to send back the other shipment. The numbers they provided either do not work or no one answers. They also spelled my name wrong if they can not find the order using the account number and order number. It's ****** not Calsey

  Business response

  03/14/2022

  Thank you for contacting us about the challenges with receiving a duplicate order and a double payment processing. In reviewing your order, I do show that you spoke with one of our Customer Service Specialists on 3/11/2022 and she was able to satisfy your request.
      - Order ******** – valid order, keeping Zinger
      - Order ******** – duplicate order, returning Zinger
           - R******* – please make sure this is written on the box
           - UPS tracking: ******************
              - This should be picked up by end of business on 3/14/2022, if not successful, they will try 2 additional attempts to pick up the item.
              - Once the item is picked up, we will refund the full amount to the card used to purchase the item.
  I truly apologize for the inconvenience surrounding your order and that you were unable to reach us on 3/10/2022 when you initially called to make us aware of the error. Unfortunately, we did experience an issue with our phones that afternoon. I appreciate your time and value your business. If you have any additional questions, please contact our CS Team at ************.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Account Order No. ******** Order on December 6 - 12, 2021 Call in the beginning of January 2022 on status of order, still in production. Called several times after that into Feb, still in production no updates. Asked for a credit refund. Processing a refund can take up to 3 to 4 weeks, it's now 4 weeks later no status of refund. Address change was put in the beginning of January before shipment and they stated it was still in production and the address change will be noted. Well, I get a call from another customer service representative who said they will deduct ****** dollars from the original order because it shipped. It never shipped and no tracking record on file. My mother is a 93 year old women living on Social Security and is due this refund. I believe they have taken advantage of the elderly population and should be investigated. Very disturbing. Phone number I have on file is: *** *** ****. She purchased the Perfect Sleep chair.

  Business response

  03/12/2022

  Thank you for contacting us about order # ********. In reviewing the account, I do show that you contacted our CS Team on several occasions about the delivery of your chair. I am showing that the chair did ship on 2/1/2022, however, on 2/9/2022 we were unable to provide you with an accurate update or shipping information on the Sleep Chair.  I want to apologize for the challenges and delay of the item, however, there have been major supply chain issues that we have been managing around. After further review, I have agreed to refund the difference to the credit card on file. We tried to reach out to you last week, but our call was not accepted. The refund will be completed on Monday, 3/14/2022, and could take up to 7-10 business days for your bank to reflect the credit. We appreciate your patience and value your business. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is a cell phone plan for seniors. I requested cancellation of plan numerous times since October 2021. However, company refused to cancel and continued to try to debit monthly payments from bank account through Dec 2021. I then changed bank card and notified bank not to accept any payment deductions from this business. I have continued to receive notices and bills that I owe for services even though I requested cancellation this past October. The most recent bill dated Feb 16, 2022 is in the amount of $******. The company advertises "no contracts - cancel anytime', however they will not honor this request.

  Business response

  02/25/2022

  Thank you for your inquiry on behalf of Juanita *********, #1680194, regarding Lively Alert.  I have located the telephone number for Great Call, the makers of the Lively Alert.  It is 800-733-6632.  Journey Health and Lifestyle has no involvement with selling, shipping, servicing the Lively Alert products.

  We wish Ms. ********* success in resolving her issues.

  With Kind Regards,

   

  Jo Hayden

  Customer response

  02/25/2022

  [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 16806194, 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: [email protected].
  
  Regards,
  
  Juanita *********  
  
  
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a WOW Computer because of an ad in the paper. Now they are trying to charge me a monthly fee to be able to use it. I already paid them $*****

  Business response

  02/15/2022

  Thank you for your inquiry regarding Barbara ******, #16753660.  Ms. ****** did not order a WOW Computer from Journey Health and Lifestyle, formerly firstStreet so I am unable to assist with her billing concerns.

  However, I did investigate and discovered that Ms. ****** did order a Telikin Computer from Telikin on 12/20/2020.   It is Telikin who sold her the computer and arranged any subsequent billing.  You may wish to instruct her to contact Telikin at 1-267-954-0117 for any further assistance.

  I appreciate the opportunity to assist.

  Regards,

  Jo ******

*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. ↩