ComplaintsforHealthy Back Brand Holdings, LLC

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased ********* **** Anatomic Pillow on June 26th 2023 on the website at $299. There was zero indication on the product page or shipping info that it will be shipped out this late. I made two inquiries, once on June 28th through email, another just now from chat on July 10th 2023. The first inquiry they just told me to wait without providing me any background, and the second one, the company just repeats that the item ships from the manufacturer and they have no idea about the shipping estimate or delivery estimate. At this point it just seem like they failed to fulfill the purchase. They need to come up with the actual delivery date and fulfill the transaction by 17th of July, or if they can't, I want refund.

  Customer response

  07/17/2023

  ---------- Forwarded message ---------
  From: ************* <******************>
  Date: Sun, Jul 16, 2023 at 9:45 PM
  Subject: Resolution of complaint #********
  To: <drteam@mybbb.org>
  

  
  

  To whom it may concern,
  

  
  

  The issue is resolved. I contacted the company again on June 13, and the new company customer representative pretended that I have never contacted the company for the refund. I brought up the transcript from June 10 as evidence. Then the rep adamantly repeated that they will only receive a refund request through email (unlike what the previous rep said). I sent the email on the spot and made the rep follow through. I have confirmed I finally have received the refund.
  
  Best regards,

  ***

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 11/28/22 I ordered and purchased a liftchair from the store. *****( he identified as an assistant manager) was the person who processed the sale. I wanted a Golden grey leather chair. At the time I pointed out to ***** that I did not see the fabric listed with this chair but he assured me that was not an issue. On Dec 15 I spoke with store mgr **** who said that I was not charged for the leather fabric and that he would lose money on this order but finally indicated he would honor my order. When the chair was delivered it was in a fabric not leather and I refused delivery. After several calls, I was told I could accept the fabric chair while the leather chair was made/delivered. I accepted the chair but wrote on the invoice it was a temporary substitute. In the pursuing weeks I’ve spoken with ***** and at one point indicated that I would accept the floor grey leather chair. He was agreeable to that exchange and had promised multiple times the chair is coming. Nope has not happened. So for the past multiple 7-10 weeks nothing but the promise that the exchange is happening next week . I feel that this is a never ending stall and that there is no plan to provide me with the chair I ordered. Just Hoping I go away. Can you help?

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ************ mattress from ******** ****. The mattress is supposed to conform to your body when you lay down on the bed. When you lay down the mattress should not keep sinking to the adjustable base. I am not obese (I’m 155lbs) so it is not my fault that it goes so low that if I roll over towards the middle I can NOT roll over but have to put my whole body up (like climbing) up the mattress to lay in the middle. The middle is perfectly fine. The middle is perfectly fine. The left side is worse than the right side but both sides are sinking. I called ******** **** who looked up my account and said that I am still under warranty and I need to make a claim because that should not occur. I completed the ************ warranty claim forms exactly as requested. I was even asked to photograph the “law tag” that says it is illegal to remove but ALSO says “consumer is allowed to remove the tag. After submitting it I received an email from ***** * saying he needed all of the photos, receipts, law tag sent again.I did and then received an email saying that it is not being approved to be replaced that it does not meet their standards. He did not tell me what they were. I did respite d saying that he should see photos of what it looks like when you lay down on the bed and when you get up from laying on the bed. He only wanted a picture of the entire king size bed from the end of the bed and with. Broom and quarter laying across the bed to measure the indention. I told him it sinks. It does not stay sunk. I asked to appeal his decision but he said no there is nothing else to do. He also said that “we” reviewed it and denied the claim. Please help me. I am willing to let anyone come to my home to see the bed or video someone on the bed or anything to prove that this bed sinks when you lay on it. I am so shocked as they always advertise how they guarantee their mattresses. I have to say that is definitely not true.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a *************** Inversion Table on 7/17/2022. Since they were vetted by Affirm Credit, I assumed they were legit. Turns out this not the case. I called in September and was told it was on backorder until December. In November, I was again told it was on backorder until 12/4/2022. Now it's 12/16/2022 and still no word. Meanwhile, I have been paying over $65/month for a product that I will likely never receive. I wish I would have checked out their reputation online prior to purchasing because Affirm only allows chargebacks within 60 days so I guess I've been screwed out of $900. Now when I call, I am placed on hold indefinitely despite being in 1st position in the cue.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ordered a recliner with vibrator and heater element valued at over $5,000 months ago and then, early this month, an ******* office type chair valued at more than $1,000. We paid for both in advance. The recliner is now on "back order" for the second time (it had been forecast as available in early September) and the salesmen at the store assured us we could have the ******* - which is needed urgently (I am a published author and my old chair broke) this week. We have sent e-mails and made phone calls, and have been to the store three times. This appears to an instance in which thei store is selling high-end merchandise that IT DOES NOT ACTUALLY HAVE IN STOCK, ANYWHERE.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Aug. 27, 2022, I made an online purchase of a ****** *** self-inflating seat wedge from Healthy Back Brand Holdings, LLC, order #*********, for $29.99. I received a different item advertised on the website, a fully round seat cushion, which does not have the coccyx cutout I need. I tried calling the customer service number twice but never was able to reach a live person. I left voice messages each time, but nobody has returned my calls. I also sent email to service@healthyback.com on Sept. 4, 2022, but nobody has replied. I need to know how to return this item in exchange for the correct item. If the seat wedge is not available, then I need to know how to return the item received, at the company's cost, for a refund.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This mattress is 4 years old, it sags in some areas over 3 & is overall, defective. You can roll from the middle area to either side of the bed. We are unsatisfied with the matresss abnormal/profound & extreme defect. . Tempurpedics warranty states it covers these issues, 100% up to 10 years has sagging in some parts. This is unacceptable & we've tried filing, with all receipts & proper paperwork. My husband & I  suffer from & have sought medical attention (w/ receipts) for severe back/neck pain & different cervical & lumbar ailments due to the beds lack of support & unnatural dipping and Specifically uncomfortable dipping in the bed upon waking. Its awful.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On February 5th I ordered a queen foundation ( boxspring) for a *********** bed. We recently moved from an apartment with mold and the mold ruined our foundation. We are sleeping on the mattress on the floor. The foundation was a clearance item for $150, purchased on their website. I received an email with an order number (*********) the same day I purchased and then I heard nothing more. I called the customer service number multiple times and never got a real person, but left several messages. No response. I called the Healthy Back store in Rockville and spoke with *****, who tried to be helpful. She referred me to someone in online customer service named *********************, who they assured me would call me back. He didn't call me. I called the store again - no help. I replied to the email with an order number multiple times asking when it would be delivered and I got no response. I chatted with the chat representative, ********** on their website and he said he would call the warehouse to find out what the delay is. They didn't call me back. I finally got an email this week saying that my card has been charged, but here is still no communication about a delivery date. It's been almost a month. Not a single person has answered me and I have now attempted to contact them at least a dozen times. I would like the item, but I wonder if they sold it to someone else and if they did, why they wouldn't tell me there was a mistake made. I live in a building with a very strict delivery schedule so originally that's why I was trying to find out a delivery date. But now it would appear that I have been scammed, as there is still no email or call about a delivery. I understand supply chain issues, but this is a clearance item. If I can't actually get the foundation, I would like a refund so I can buy one elsewhere.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for two Golden Recliners on 7/23/21 (Order #**********, total $4,894.76). I was told that it would ***********-8 weeks, but it took 16 weeks (11/18) to deliver.1st delivery-Recliner 1:- Scratched (front left side; documented by delivery team).- Mechanically faulty (doesn't sit up properly).Recliner 2: Poor craftsmanship (hole in the right side pocket).There was no follow-up by the store to rectify these issues. I sent them an email on 11/24 and didn't receive a response until I followed up again on 11/29. They then started a replacement process. My wife sent them two emails on 12/13 and 12/16 to which they didn't respond. We visited the store and spoke to the manager to seek a refund, which was refused. He assured the replacements would be good. 2nd delivery-Recliners 3 & 4: Hole in the right side pocket.The delivery team documented these as manufacturing defects. Again, I had to reach out to the store on 12/27 to report these issues. The store's response was that the holes are there by design, although they are big enough to eat a remote control (which they did).I emailed again on 12/30 with three questions. No response. I had to follow up again on 1/7/22. The interaction:- Why did Recliner 1 not have a hole in the right side pocket? No response.- Why was Recliner 2 replaced if it had no "defect" with it? No response.- Why aren't the remote wires already routed through the side pocket hole? Their response is that it cannot be pre-wired. I'm not sure how they expect customers to try to wire that themselves.I asked for a return and full refund due to the poor recliner quality, the store's lack of knowledge with the product, the disconnect between the store/manufacturer/delivery teams, the delivery times, and the inconsistent responsiveness/initiative to address issues. The store refused again stating that the items were final sale. I've attached the email exchange, pictures of the recliners, and the replacement delivery receipt.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 25 OCT, 2021, I ordered a backrest as a Christmas gift for my father from Healthy Back Brand Holdings, LLC via their website (healthyback.com) for $137.99 -- order number #*********. The website did not indicate the item was out of stock. I was sent an email acknowledgment and my credit card was charged the full amount the same day. I never received a shipping notice. Cognizant of supply-chain issues, I waited until 03 DEC before calling the company's Service number *************); I left a voicemail message. When my call was not returned, on 05 DEC I sent an email to Service@healthyback.com inquiring about the status of my order. I received a response the same day indicating the manufacturer expected to produce the item I'd ordered by the middle of the month -- that they'd be happy to check if they had the backrest in stock in another color. I did not reply as I wanted the backrest in the fabric/color I had ordered. When there was still no shipment notice by 09 JAN, I sent a second email to Service@healthyback.com requesting the company cancel my order and credit the charge card I used in the original transaction. I received a reply from a different Service Rep that day stating, "I have cancelled your order and issued you a refund. You should see the funds in your account within 3-5 business days." When the promised credit had not appeared on my account after 10 business days, on 23 JAN I sent a third email to Service@healthyback.com, copying both Service Reps with whom I'd interacted, requesting status on the refund. I have gotten no response. My credit card provider does not allow dispute of charges that have been on one's statement for more than 60 days. [If only I had known!]

*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. ↩