HeatOn Therapy Packs

At an event, I purchased a set of heat on therapy packs. After a couple weeks of use, the shoulder pack sprung a leak. Days later, the 5x7 or 6x8 general use pack also sprung a leak. They are both unusable at this point.

The company has a lifetime warranty. I tried contacting them numerous times on their website, to no avail. Finally, after about a month of multiple messages, someone named Joseph H emailed me back. He apologized for the delay and said to send pics and an address over to him, and he would get them out right away. It took me a few days, but I got him the pics and my address. All of a sudden, he was nowhere to be found. 10 days later, and 3-4 emails, I haven't heard back from him at all. I just want replacement packs as they are under warranty.

I purchased a set of HeatOn packs at the Des Moines Home and Garden show and after using the first time, boiled to reset as instructed. The largest of the packs (neck and shoulder) burst leaking the fluid inside.
I have contacted the seller who instructed me to contact the manufacturer - Heaton Therapy. I left multiple messages on line with the HeatOn Therapy website (contact us and warranty) and have received no response.

My husband and I made our original order on the HeatOn Therapy Packs website December 5, 2019 for two of the Sportsman Special packs. We paid for priority shipping, however our order was not shipped until December 20, 2019 and was received late (date received - 12/26/2019) with half of our items missing. We contacted HeatOn Therapy Packs after the holidays on January 2, 2020 reporting the issues. We were refunded shipping with a guarantee that they would immediately send another package with the missing items. To the date of this complaint (02/03/2020), we have still not received our missing items and the person with whom we were in contact at the company has stopped returning our emails. Our last reply from the company was on January 25, 2020 in which they did not know the status of our shipment and promised to send tracking information during the next business day. We still do not have tracking information or our anticipated missing items. We have requested a refund for the half of the order missing, but have still not received a response.