Bumping this up just in case there are ever any good searches that find this.
Therabody is one of the worst customer service experiences I've gone through. Bought the Elite back in September 2021. Come February on 2022, it does not hold a charge, will not turn on. Call into customer service since I purchased directly through them. I was told no worries it's under warranty, sent a packing list and shipping label. I am told that once they receive it, will be 7-10 business days and a replacement will be sent out.
I ship it out and after a week I am sent an email that they have received and to give them 7-10 business days. After a month, I hear nothing, so I call. I am told it is still be processed but they would check into it. I express my disappointment and say that I would appreciate it the new one could be sent out over night to make up for the time. When I ask for a supervisor I am told none are available but that the rep would see what they could do.
3 days later I receive an email that they have determined it needs to be replaced and that in 3-5 business days I would receive tracking. 10 business days later and not hearing anything I call again. The customer service rep tells me that the new order has been placed but there is no tracking. I again ask for a supervisor so I can see if I can get this expedited. Again, no supervisor available. The rep keeps trying to find one and puts me on hold multiple times. When he comes back he says "okay Joey" and I about lost my mind. Again, no supervisor, no tracking, no replacement.
I am sorry, I understand things break even when you buy the higher end products. But if you are going to be the higher end price range, get it right when something goes wrong. I would highly highly recommend staying away from this company.
