ComplaintsforOSIM Canada

• Initial Complaint

  02/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -On June 4 2022, my mom (***************), went **** at Metrotown -The salesman said the chair was not in stock, that it will be a back order -My mom hesitated, but the salesman recommended the 1 year deferred payment plan with no interest and assured her that the plan will only start after delivery -Salesman said that the company will send monthly paper statements to house -My mom believed him and placed the order -The chair was delivered on Nov. 18th 2022 -From then until August 2023, my mom did not receive any paper statements in the mail -In August 2023, she received a call from ******* asking her for over $6000 of interest. She's never heard of the company and thought it was a **** -I later receive an email from ******* (my mom used my email), noticed it had my mom's name on there with an overdue amount, so I told her about it -She went to the store and the sales people there assured her that she shouldn't be paying interest since she received the chair on Nov. 18th 2022 -She was told to call their manager ******. His assistant picked up the phone and told my mom not to worry and to go find the store manager *** for help -Called ****** again later and he says it's not their problem and to contact ******* (my mom did not know ******* was involved when she placed the order)-Called ******* over a dozen times and they finally said there are two solutions. 1. ****** can cancel original order. 2. Backdate the date to Nov. 18th 2022 -Called ****** again, but he refused to make the changes -My mom proceeds to call him several times after that and was told by him to shut up -After that nobody picked up my mom's calls anymore -My mom is very disappointed and feels ******* and played around by **** and ******* -My mom is willing and have already paid the original price ($13,696.03) but does not feel that the now over $7000 in interest is fair to her. She only made the purchase because she was assured that the payment plan would not start until after delivery of massage chair.

  Customer response

  02/11/2023

  Hello,

  Here is a written and signed consent from my mom.

  Thanks

  Business response

  02/11/2023

  Subject: Response to Complaint - ******************* Deferred Payment Dispute
  
  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised by *************** and her family regarding their deferred payment arrangement with ****. We take customer issues seriously and would like to provide a detailed response to clarify the situation.
  
  To summarize the key points:
  
  1. Deferred Payment with *******:
     - *************** chose the option of deferred payment with ******* to finance her purchase.
     - She had the flexibility to pay off her balance at any time within the 12-month period, but she did not make any payments during this time.
  
  2. Claim of Non-receipt of Payment Emails:
     - *************** claimed that she did not receive any payment-related emails from *******.
     - Our records indicate that the email address provided by *************** received emails from ******* and the online account was activated, suggesting there might be an issue with her claim of non-receipt.
  
  3. Late Payment and Interest:
     - *************** had a 12-month window to pay or communicate with ******* or **** about her deferred payment. She did not take any action until the contract was due at the end of June, resulting in the application of interest.
     - It's important to note that the payment arrangement and interest calculations are managed by *******, and **** merely facilitates the payment process with *******.
  
  4. Claim of Non-Receipt of Chair:
     - *************** mentioned that she did not receive the chair she ordered, which led to non-payment.
     - The purchase was a pre-order, and the chair was delivered approximately 3-4 months later. However, the deferred payment option allows for payment to be completed within 12 months, irrespective of the delivery date.
  
  5. No Refund Policy:
     - *************** also claimed that **** did not communicate the "no refund" policy to her.
     - Attached to this response is a copy of the agreement that *************** signed, clearly outlining our no refund policy.
  
  Following a thorough investigation by both **** and *******, it has been concluded that ******************* claims are not substantiated. *******, as a bank, has upheld the terms of the deferred payment arrangement, and **** has no involvement in the interest rate adjustments. Consequently, **** must reject her demands since there is no fault on our part regarding her delayed payment.
  
  We would like to assure the Better Business Bureau that we have conducted a comprehensive review of this matter and have acted in accordance with the terms and conditions of the deferred payment agreement. We remain committed to assisting our customers with integrity and due diligence.
  
  If you require any additional information or documentation to further investigate this matter, please do not hesitate to contact us. We are dedicated to resolving this issue amicably and providing clarity on the situation.
  
  Sincerely,
  
  ***********************
  Customer Relation Manager
  **** North America
  *********************
  **********************

  Customer response

  03/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1. The salesman told us that physical statements would be sent to our house, which we did not receive.

  2. We never said anything about not receiving the chair. We simply were stating that the chair was received in November and the salesman and later other people in the store assured us payment should not start counting until receipt of chair, which was in November. 
  

  3. When making the order, we were not told that ******* would be an involved party.

  4. Also, to add on to the original claim, the massage chair has stopped working recently and my mom has tried calling multiple times but her calls havent been going through. When she tried with another phone number yesterday someone picked up but upon learning her name the operator just hung up. So I think that kind of speaks to ****s customer service. We would like a technician to be sent over to fix the chair.

  5. And lastly, to emphasize, it is due to us believing the salesmans words that we decided to make the purchase. Why would he tell us one thing when the reality is completely different? If **** is working with ******* shouldnt both companies be in line with what their expectations are? Why would ******* have a set of rules that ****s sales people are not clear about, thus leading to miscommunication to customers. 

  
  Sincerely,
  
  *******************

  Business response

  03/11/2023

  Dear Better Business Bureau,
  
  We appreciate the ongoing communication and the opportunity to address *************** and her family's concerns regarding their deferred payment arrangement with ****. We would like to provide a comprehensive response to further clarify the situation.
  
  1. Physical Statements and Billing:
     - *************** mentioned that she was assured physical statements would be sent to her address, but they were not received.
     - As we've previously stated, billing and statement issuance is managed by *******, not ****. We acknowledge that ******* confirmed in August 2022 that the registered email had been activated and verified for online account access. (you may inquire with ******* for he prove of enrollment information timestamp) Therefore, any discrepancies regarding statement delivery should be directed to *******, in accordance with our earlier statement: "It's important to note that the payment arrangement and interest calculations are managed by *******, and **** merely facilitates the payment process with *******."
  
  2. Chair Delivery and Payment Start Date:
     - ******************* claim is that she understood from the salesman and other store staff that payments should commence upon the receipt of the chair, which occurred in November.
     - It's important to clarify that the chosen payment option was Deferred Payments, allowing for payments to begin after the chair's receipt, as *************** correctly understood. However, according to *******'s records, payments were not made as indicated. We encourage *************** to contact ******* for any delinquent payment disputes, as **** is not responsible for monitoring individual payment arrangements with *******.
  
  3. Awareness of *******'s Involvement:
     - *************** raised the concern that she was not informed about *******'s involvement at the time of the purchase.
     - During the application process, clients are required to complete the application on an **** provided by *******, which includes the terms and conditions. It is the client's responsibility to review and question any aspects of the application before signing. Communication about *******'s role as the financing entity is integral throughout the sales process, both by **** and *******.
  
  4. Technical Issue with Massage Chair:
     - *************** reported a recent malfunction in the massage chair and difficulties in reaching ****'s customer service.
     - We apologize for any inconvenience and encourage *************** to contact customer service at **************. If phone calls are not going through, please email us at ****************** We are committed to helping *************** arrange a service technician visit to address the chair issue.
  
  5. Salesman's Statements:
     - *************** emphasized that her decision to make the purchase was based on the information provided by the salesman, leading to miscommunication.
     - While we understand ******************* perspective, we want to clarify that this dispute primarily centers on the delinquent payments with *******, which incurred interest charges. **** "merely facilitates the payment process with *******," and both companies maintain independent policies and procedures. We urge the client to seek clarification and resolution directly with *******.
  
  In conclusion, **** and ******* have devoted significant time and integrity to thoroughly review this case. *******, in recognition of ******************* concerns, initially offered a percentage reduction to address her frustrations. However, upon further examination, new evidence was discovered that does not support ******************* claims, leading to the denial of her requests.
  
  We recommend that the Better Business Bureau approach ******* for additional information, and we advise *************** to bring her case back to ******* for dispute resolution.
  
  We sincerely appreciate the BBB's involvement in this matter and remain committed to assisting our customers to the best of our ability.
  
  Sincerely,
  
  ***********************
  **** Canada
  Customer Relation Manager
  *********************

• Initial Complaint

  22/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a deposit of $3000 back in May to have it delivered to our house in around September. The product arrived in early October after we made the final payment of $9000. The total cost of the massage chair was around $13000 including tax. The massage chair stopped working after 5 months of usage, and I called customer service for warranty repair, what she told me is they were unable to help me repair it due to the technician's schedule being full and short of repair parts. The only thing she can do is froze my warranty until further notice. I am really unsatisfied with their solution, I bought this chair on day to day basis. I would like to ask for a full refund or a brand-new chair however, they ignored my request.

  Business response

  03/04/2023

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

  
  We thank you for bringing this case to our attention.  I believe there is some mis understanding and with the customer.

  For our out of town service area clients, OSIM will be visiting their area with our certified technicians every quarter for any requested repairs.
  Just so happens the client reached out to us after we have just finished scheduling our Q1 repair trip (end of march). (please see email correspondence Email Correspondence *********************** - RE OSIM Service Request #*********** *** ********  *********************** ********

  Her date of report was just a few days after our scheduling and cut off.  We have informed her that our next tech will visit AB in Q2 which would be around June. (please see "Screenshot Email Correspondence 1")
  

  Please see attached for our warranty guidelines.  ***** ******* ***** ******** ********** ****** *** *** ***

  We have ****** communicated that OSIM will repair her chair via email and calling.

  Schedule trip would be in June, her parts that need to be replaced is a Power PCB unit which is on route from Asia to our Canada warehouse in *********.  Since its traveling by ship, it will be around late April to arrive.

   

  As we have also informed the customer, that during the pandemic, with asia's lockdown, we were not able to be fully restocked by manufactures for our orders.  Such as, when we order 100 pieces, only 10 arrive per order during the pandemic.  

  Please see news article "****************************" ******* Workers In ***** ***************** Over Lockdown, Pay
  
  

  The pandemic has not been nice to everyone, and we understand many clients can only see the surface of what happens, but has no idea the ripple effect that it has world wide.

   

  Please advise client that we will support her chair and another visit from our tech will be scheduled in June and we will reach out to her.

  If there are any questions and concerns please feel free to reach out to me ***************** or ******.

   

  Sincerely
  ***********************

  OSIM CUSTOMER RELATION MANAGER  FOR ********************** & ***

  Customer response

  05/04/2023

  
  Complaint: ********
  
  I am writing to express my disappointment and frustration with the massage chair that I purchased from your company. As a loyal customer, I expected a high level of quality and service from OSIM, but unfortunately, this has not been my experience.
  

  Just a few months after purchasing the massage chair, it suddenly broke down without any warning or indication of a problem. I have attempted to reach out to your customer service team to seek help and assistance, but the only solution they provided is freezing the warranty and wait for the part to be repaired. This situation has caused me a great deal of inconvenience and frustration. I purchased this chair to relieve my chronic back pain and provide me with some much-needed relaxation after a long day at work. However, it has now become a source of stress and disappointment.

  I would appreciate it if you could provide me with a solution or a resolution to this issue. I am open to the possibility of a replacement, or refund, depending on the severity of the issues and the options available.
  
  Thank you for your attention to this matter, and I look forward to hearing from you soon.
  
  Sincerely,

  ******
  

  Business response

  06/04/2023

  BBB

  As per our last email with attachment evidence that we do not provide refund or exchanges due to buyers preference or remorse.

  We at Osim is obligated to provide remedy to the chair if the chair requires servicing.  ******'s case can be remedied by replacing a power component in the chair, which is determined by our certified head tech. Normally the service will only take about 30 mins once booked.  However, like we explained to ****** many times, the part required to service is currently out of stock due to stocking issues during the pandemic.  (we have explained, orders are not FULLY FULLFILLED per order during the pandemic.)
  
  Please note, we have contacted the client before and informed the client that the part to remedy the situation is currently on transit from Asia to Canada.  ETA arrival would be late April and can schedule servicing on late April or early May. (info has been already emailed to us and is enroute by sea.)

  In order to compensate the delayed time, OSIM is going to freeze their warranty from their claim date to the service date once done.

  We will again decline the client's decline response.  Since there is no fault with OSIM for delays with compelling events happening world wide that *** effect parts delivery times.  Its like asking ***** to replace a whole car, because the parts for the starter is current out of stock and requires time for shipping.

  Please inform client to contact us directly at **************.  If she requires explicit explanations to understand, **** will always be here to support.

  Please kindly ask Client to be patient with virtue.  ******'s report was on March 11th 2023.  There are clients that are much patient waiting for this part also to be serviced which is a head of ****** from Feb.  
  

  OSIM HQ understands the trouble that the pandemic has caused and is working fast to supply every country (50+ countries) worldwide.

  ******
  OSIM Customer Relation Manager North America

  
  

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