ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order a ****** from this company "Journey and Lifestyle"As soon as I paid for it found out brother in law who lives out of state ended up in hospital and will need wheelchair. I sent them an email back the same day and as well the next day so it wouldn't get delivered as this person will be unable to send it back due to size and weight of box. I also called and spoke with ******** and she put me on hold and said we will refund your money. 4 days later they sent me an email. "Today" your item as been shipped! And they had made this difficult for me not refunded the money and knows I cannot send it back. Unfortunately I notice they have a alot of negative reviews how they handle similar to me. I can't return this item and expect my refund of ******. They just made this difficult on their part as I was glad it wasn't sent because of the situation. If it hasn't shipped then you're in luck. Asking full refund and ps. Noone will answer today's email I send

  Business response

  06/27/2024

  *************************
  Thank you for contacting us about the challenges you have experienced with your order. In reviewing the account, I show that you received a refund to the credit card on file on 6/20/2024. We truly appreciate your feedback so that we can learn and make changes as needed, and we appreciate your patience while we resolved this issue.  If you have any further questions, please contact our CS Team at ************.

  Customer response

  06/27/2024

  [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

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter purchased for me, using my Mastercard, an UPWALKER Premium Lite for $645.00 through Amazon on March 16, 2023. Still under warranty by my understanding. Serial number *********. The left brake snapped off completely. Journey UPWALKER sent me parts but won't pay for it to be fixed. Missing a little silver part also. Got me in touch with company called WSR which wants to charge me $220.00 to send a technician out to repair. I do not feel that I should have to pay cost of repair. It could also cost more than that if it needs other parts.

  Business response

  06/13/2024

  *****************************

  Thank you for contacting Journey Health &Lifestyle, about your Up ****** Premium Lite order you purchased from Amazon on March 16,2023. When we spoke, it is my understanding that you have moved since you filed this complaint, and you know longer have your Up ****** Premium Lite. It was a pleasure speaking with you and resolving this issue. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been unable to get the correct receipt for the grey Upwalker Premium Lite that was purchased & paid for by *************************** in December 2022, we need the company name, address, zip code, a good telephone ************* I.D. number to be able to submit receipt to Humana for reimbursement thanks *************************** PLEASE HELP

  Business response

  06/13/2024

  *************************

  Thank you for contacting Journey Health & Lifestyle in reference to the Up ****** Premium Lite you purchased from the Up ****** Company in December 2022. We acquired the Up ****** in February 2023 and don't have a copy of your order. In speaking with you and your wife, I found you are very happy with your Up ****** but need to replace the seat. I ordered the seat for you, and it will ship on Monday. If you have any further questions, please contact our CS Team at ************.

  Customer response

  06/13/2024

  [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

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Journey ************** for my bed-ridden 87-year-old-father on April 12, 2024. My dad cannot get out of bed without assistance, and this bed was supposed to help him, my elderly mother, and our home health care providers get him safely out of bed and to the bathroom. Unfortunately, the bed was delivered without the corresponding mattress and with a tear in the cover that is supposed to surround the mattress and which is a non-removable part of the bed. Without the correct mattress, the bed does not function as intended. We immediately called the retailerEndure Wellness--to let them know that we did not receive the mattress and informed them about the damage to the integrated mattress cover. When we did not hear back from the retailer, we contacted the manufacturerJourney Health and Lifestyle. We were told the matter would be investigated. It is now May 24, and we still do not have a usable bed. It has been weeks since we have heard anything from the retailer or the manufacturer. The retailer claims that resolution of the problem is solely the responsibility of the manufacturer, who shipped the bed to us. The only information we ever received from either party was when we called or emailed them--they have not once reached out to us. When we last called, we were told that a replacement bed would be shipped to us by the manufacturer, but that was weeks ago and no bed has been delivered. My father has now fallen twice while trying to get out of bed to go to the bathroom. That would not have happened if we had the bed we paid for but did not receive. This appears not to be a reputable company. They owe us a bed NOW or a full refund NOW.

  Business response

  06/05/2024

  *********************

  Thank you for contacting Journey Health and Lifestyle about the delay in delivery of your Upbed. We are truly sorry for the inconvenience. It was a pleasure speaking with you and your mother. I've confirmed the bed was delivered Monday and called your mom back today and everything is working fine. Again, I apologize for the delay and if you need any further assistance, please contact our customer service at ************.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My mobility new scooter battery was charged to my credit card on 4/11/2024 with a ship date of 4/16/2024. Its now 5/21/2024 and no battery yet.The ship date was pushed out again today.Without my scooter I am immobile as I have lost both my legs.

  Business response

  05/24/2024

  *************************;
  Thank you for contacting us about the challenges you experienced with the delay in the delivery of the battery you purchased from Restore Mobility.
  This battery is currently on back order, and it is expected to be ready for shipment early to mid-June 2024. I apologize for the delay and appreciate your patience while I reviewed your case. If you have any further questions, please contact our CS Team at **************.

  Customer response

  05/25/2024

  [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

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a lift chair for $3100 about two years ago, using Synchrony Home. This past April, 2024, the controller stopped working. I called **************, to order a replacement. I was told I would receive it within 10 days. The end of April, I called back, and was told the part was on back order, and I would receive it mid-May. This is May 17th, and no controller. I called back three times to get to speak to a representative, and was told they still do not have the controller, and have no idea when they will get it. The lift chair was for someone who will be 80 years old on May 22nd, and has mobility issues. I just need the controller.

  Business response

  05/24/2024

  **********************;
  Thank you for contacting us about the challenges you experienced with a delay in delivery of your remote, it was on back order. In reviewing your order, I show that you contacted our **************** team for a new remote. I checked with our manufacturing team and the remote was shipped on 5/22/2024. I apologize for the delay and appreciate your patience while I reviewed your case. If you have any further questions, please contact our CS Team at **************.
  

  Customer response

  05/24/2024

  [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

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** from ****** in Nov of 2023 The ****** is defective. Journey Health and life style has a 1 year warranty.They Amazon only warranty the products they sell for 30 days.Journey tek=lls me it is amazons problem. Amazon tells me to contact Journey Heal The bit line both deny the replacement of the ******.To date two of the wheels have fallen off of the ******.The ****** is unsafe to use. My **** can not move with ojht the help of a ******. She has back surgery

  Business response

  04/23/2024

  Thank you for contacting Journey Health & Lifestyle about your Amazon purchase in November 2023 for the UPwalker. We want to apologize for any miscommunication or confusion about the warranty for your product; within your 1st year there are certain parts that are covered under 6 months and/or 1 year.  I understand that our CS Lead, *****,spoke with you in reference to a replacement, however, since you purchased another unit on 4/19/2024, we are working to refund that cost. Please allow up to 7 business days for this to be completed. We appreciated your patience while we reviewed your case in more detail. If you have any further questions, please contact our **************** Team at ************.

  Customer response

  04/29/2024

  [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,
  
  *********************
  I accept the refund of the ****** by crediting my credit card and the receiving the ****** as promised by *** on 4/30/24
  
  
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 1, 2024 I ordered a sleep chair that has not been delivered when promised.When I called to inquire about the status. It was an automated call that I was waiting for someone to answer for over 30 minutes . ************. I then went to the website and got the number for **************** ************. I did not get anyone from **************** but someone who wanted to give me a health alert button. This is a scam.I charged $2629.94 on my card for this chair.The Order # is PH105000.

  Business response

  04/12/2024

  Thank you for contacting Journey Health & Lifestyle in reference to your recent purchase of the Perfect Sleep Chair. We apologize for the delayed shipping, however, in reviewing your order, PH105000, we are showing that this was delivered on 4/3/2024 to the address on the file: *****************************************************. One of our CS Specialist reached out by phone,************, however, he had to leave a voicemail message. At this time, we are unable to process a refund with the completed delivery of the Perfect Sleep Chair.   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

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a standard UPbed from Journey Health on Jan 9, 2024 and was told by sales person they were getting a shipment in the next week and that it would take approximately 3 weeks for delivery. I have called at least 6 times since the time it should have been delivered and was told every time that I would receive it the following week. I still have not gotten it as of 28 March 2024

  Business response

  04/05/2024

  Thank you for contacting Journey Health & Lifestyle in reference to the delayed shipment of your ************** Height TwinXL. In reviewing your order, we show that you spoke to a CS Representative on 4/3/2024, and he informed you that we show the item is in transit to the local delivery team. We noticed that a chargeback was initiated with your bank and based on the conversation from 4/3/2024 you still wanted to take delivery. We will update your credit card company that we will not accept the chargeback and that you will be contacted the week of 4/8/2024 to schedule delivery. Again,I 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 ************.
  

  For your convenience, I have provided the tracking information if you want to follow your Upbed online - see below:
         Carrier: www.sekologistics.com 
          Tracking: JH002346A

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed an itemized invoice to apply for ******** the motorized portion of my my need for the sleep/lift chair. Was told by customer service this was not possible, as they are not a medical provider. I understand that, but any company should be able to itemize a custom order to show the motor cost. The chair is great, the customer service response- not great

  Business response

  03/11/2024

  Thank you for contacting Journey Health & Lifestyle about your recent request for an itemized statement. Our billing system can itemize a statement in detail by the following:(1) product cost, (2) taxes by state, and (3) any shipping fees. Unfortunately,our system doesnt separate out by each part with a cost breakdown. In reviewing your order, PH100873, I show that our CS Supervisor contacted you on 3/8/2024 to discuss this process in detail. At that time, ***** was able to provide you with a cost for the part if purchased separately, which is $295 plus tax. Also, it is nice to hear that the chair is great, and you are enjoying it.  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 ************.

  Customer response

  03/11/2024

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

*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. ↩