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Review 11/28/2009
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I purchase two Back2Life products from this company in May 2009 along with an extended 1 year warranty. I was a bit wary of the bad reviews that I saw on the Internet but I felt that as an accredited business of the BBB with an A+ rating, Back in Five would be okay to deal with. During the month of October 2009, I attempted to call the customer service number on three occasions but was left on hold each time for over 30 minutes. One of my Back2Life products had a faulty motor mechanism. I finally decided to send in my defective product with a note to refund my money on this defective product.
To make a long story short...I received a phone call from the company's customer service department two weeks later...Telling me that they were going to send a replacement. I told them that I just wanted a refund, not a replacement. I was told that the product was outside the 30 day refund policy period and that all they could do now is send a replacement with me paying for the $29 shipping costs. A refund was not the option.
The Back2Life one year limited warranty is published in their operating manual. My advice is to read it carefully because it clearly states that the company replaces not refunds after 30 days. Unfortunately, defective products are not refunded after 30 days in my case because it was replaceable.
Sincerely,
Dr. Chen
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