Complaints

• Initial Complaint

  27/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint against Relaxacare (owner: Jason P) for ********* business practices, including ***** advertising, *************** tactics, late deliveries, and ********. On December 7, 2024, I purchased a massage chair (**-***) and a heat and massage accessory from Relaxacare. After the chair shipped, I was informed that the accessory I purchased was unavailable and was offered alternatives that were significantly different from what was promised & totally unacceptable. When I raised concerns and requested to revise or cancel my order, I was met with *******, ******** emails, and unfounded accusations, including ******* of legal action if I pursued a chargeback. Their aggressive and intimidating behavior caused immense stress, ********** ** * ****** **** ****** ******. Further research revealed a pattern ** ******* ********** ******* *********** ********* ** ******** **** *** ******* *** ******* ** ********* ******* *******  This complaint is not only about recovering my money but also about ensuring Relaxacare is held accountable for ********** and harmful practices. * **** **** ***** ******* ****** **** *** **** mistreatment and financial harm. Thank you for your attention to this matter. Sincerely, ****** ******

  Business response

  28/01/2025

  Hello

  The is-**** ******** massager is not an accessory to the human touch **-***. These are two completely different brands and products and were purchased as individual products on our website. You have ******** us in writing which we will be taking legal action over for your conduct. You basically told us after we shipped your chair that we have to give you an upgrade after the chair was shipped from ontario to BC and if we dont give you a free upgrade you will leave damaging reviews. You have then ********* the credit card system and ****** this as a way to attempt to get your way. This is a ********* act and an act we do not take lightly. Future customers reading this. We have this in writing from this consumer. The consumer bought a **-*** and we shipped a **-*** to her residence. If anyone wants proof they can email us and we can show you actual evidence of this. This person is now claiming we are doing a **** *** switch. We have every email indicating her ***** to our customer service line and attempting to ****** us. She bought a chair for $4599 and after the chair she bought shipped with actual tracking she waited days to mid cancel it and demanded the highest grade zero gravity chair at $8999.99 in which she demanded a " STEEP HEAVY DISCOUNT". She literally wrote us steps on how she is going to ******* our business if we don't give her a discount. Due to the privacy act and our own terms and conditions we cannot share these emails ******* *** *** **** ***** ***** ** ******* **** *****.  This person has ****** all terms and conditions on our website and we will be seeking legal action against her for the damages she has caused. This is unfortunate as we want to provide customers with low price health and wellness products but consumers that abuse these systems which are extremely costly, the end user who doesn't ***** these rights ends up paying more per product. We think this act is ******** and needs act of ***** needs to stop. Again we have all conversations in writing and we will act accordingly on how she ********* the credit card system and found ways to try and ****** our good name. Clearly she has done this to other retailers and we hope **** sides with us as what she is doing is *******. 

  ***** ** * ****** **** ** *** *********** ***** ***** the chair was shipped and proper tracking was added that she attempted to ***** our terms and conditions along with ********* us with a more expensive chair at a much lesser amount. She waited until tracking was complete and a few days in to ***** this. 

  Customer response

  29/01/2025

  I am rejecting this response because:
  Their response ** ********** *** does not reflect the full situation. I would like to clarify the facts and provide supporting evidence.
  1. *************** Advertising
  I  initially contacted Relaxacare after seeing an advertisement for a zero gravity chair with heat and massage for approximately $3,700. When I called, they told me they no longer carried that chair and that the ad should not even be online yet it is still there today.
  Instead, they told me the only chair they had that included zero gravity, heat, and massage was the Zero Gravity ****** chair for $7,999. When I hesitated at the price, they suggested an alternative:
  The ****** chair ($4,699) a zero gravity recliner 
  With the separate ******* heat and massage device ($149.99)
  They assured me this combination would provide the features I needed; that it had satisfied customers before me. Based on that promise, I agreed to the purchase.
  2. Misleading Communication About the Accessory
  After my chair had already shipped in the morning, I was only informed later that same day that the heat and massage device I agreed to was unavailable. Instead, they offered two completely different options that were not comparable in size, functionality, or aesthetics.
  I have
  The morning shipping confirmation of the chair email date/timestamp sent of January 15/25 at 7:03am  
  The later email informing me that the promised device was unavailable sent the same day at 1:35pm
  
  This proves that I was not given the opportunity to reconsider or cancel before the chair was shipped.
  
  3. False Claims in Their Response
  
  Relaxacare’s response is full of baseless accusations, including claims that I attempted to ****** from them. This is false and an attempt to distract from their own ********* business practices. My only request was to receive what I was promised or to find a fair resolution.
  
  4. My Requested Resolution
  
  I stand by my original complaint. Relaxacare engaged in *************** advertising, misleading sales tactics, and ********. I request that this complaint remains on their record ** **** ***** ********* about their practices.
  
  Please let me know if you need any further information. Thank you for your time.
  
  Sincerely,
  ****** ******
  
  

  Business response

  30/01/2025

  We are thankful that all calls are recorded and all emails have been saved. You on your own accord made a purchase. Our website records your IP address, checks for fraud and goes into extreme detail to ensure it’s the actual customer checking out.

  the item you decided on, you checked out from your home and made a purchase for, was shipped. You received tracking from us and then called in days later saying” did I make the right purchase” this isn’t a **** *** ****** and this is you regretting not getting the highest possible model. As per our attachment you attempted to extort us with a $7999.99 chair when your budget was around $4000. Nice try. 
  

  we have since reached out to our legal team to fight this illegal chargeback as there is costs involved plus a cancellation fee, which you illegally got out of after receiving tracking.

  so to get this right, you on your own accord in good mind body and spirit made a purchase for the ****** zero gravity chair. We provided tracking for this exact model in which you wanted to change however during the “exchange” we better offer you an extreme discount if not you’ll attack us online and do a chargeback” 

  *********, illegal and we will be taking full action on this. Telling customers we did a **** *** ****** when the actual product you bought was shipped is *********. Even this complaint makes no sense, the item you ordered shipped and you wanted us to change it and demanded some sort of twisted extreme discount for no reason. When we didn’t comply to your random terms and conditions you filed an illegal chargeback and ********* the credit card system which is actually credit card *****. 
  

  ****** **** ****** **** **** ** ******** ******** ** *** *** ******** ***** *** ********* ********* * ****** **** ******* ***** ** ***** Sounds like you do this to all companies and ***** their rights. 

  Customer response

  30/01/2025

  
  I am rejecting this response because:

  Subject: Final Response BBB Complaint
  
  Mr. P,
  
  I will not engage in further back-and-forth with you as you continue to misrepresent the facts. However, to set the record straight once more:
  *. I only purchased the ****** chair because I was explicitly assured that the ******* heat and massage device would meet my needs. Had I been informed that it was unavailable before the chair shipped, I would never have proceeded with the purchase.
  *. The proof is in the screenshots of your own emails, which clearly show that I was not notified about the device’s unavailability until after the chair had already shipped. This is indisputable.
  *. My previous experience with ****** is irrelevant to this matter, *** ***** *** ******* ** *** * **** ******** * ********* ** ***** **** ******* ******* ***** **** **** **** ****** **** ********* *** ** * ******* ****** ******** ** ****** *** *** ***** ********** ***** ******** ** *** ********* *** ************* ******* *** ***************** *** ******** ******** ** ** ********** **** ***********
  *. ****** *** ******* ******* ** ** ******* ***** ******* **** *** ***** ** *** ********* * **** ******* **** *********** **** **** ******* ** **** ******** *** ********** ******** **** * ** *** **** ******* * ********** ******
  Your repeated attempts to twist the facts only reinforce my decision ** **** ***** ********* about your ********* business practices. Your own reputation precedes you, ** ****** *** ******** **** **** ****** **** ******* *********
  
  This will be my final communication with you. I have already spoken to the BBB and made it clear that I am not interested in engaging with you further. ** **** ******* *** ** ******** **** ***** ********* *** ********* **** *** **** **********
  
  Sincerely 
  ****** ******

• Initial Complaint

  06/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 3rd 2024 I purchased a sauna from Relaxacare for my business. When I received the sauna I had issues with it from the first day. I emailed Relaxacare many times requesting help and no one would call when they said they would. They would say it was issues with my plugs, after multiple emails back and forth they finally called Nov 12. I have attached a document with all email correspondence, please read it to see how many times I have reached out asking for them to help me - the issues with the sauna are costing my business money and on multiple occasions I have explained the situation and still do not have any resolution. I also sent them a concern regarding the sauna needing to be turned off every 3 hours, and the response I received from the owner of Relaxacare is wrong which the warranty company was quite concerned about. This is costing me money. I wanted to buy another sauna from them but now I do not want to do business with them. I also do not think after this frustration and how much it's costing me - I do not believe I should have to pay to send it back. I just want to send it back, get my money back and never do business with them again. Please help, I appreciate it.

  Business response

  08/01/2025

  Hello

  our return policy is 30 days, we have got the manufacturer involved for warranty and have protected your purchase. Wanting to return a sauna 90+ days later cannot happen and we have discussed this with you via email. When checking out you agreed to our terms and conditions and when transacting with Relaxacare agreed to these terms. Leaving a BBB complaint after you want to revise these terms is unacceptable. Again we have the entire thread of emails always responding attempting to help you. 

  Customer response

  08/01/2025

  I am rejecting this response because:

  If you review the document I sent with the countless emails I have sent to Relaxacare since purchasing the sauna (before the 30 day window expired), I asked numerous times which I also have in email showing I tried to return this before that window expired. Furthermore, I have been provided information relating to the sauna needing to be turned off every 3 hours that led me to believe that it would not be an issue. And it is. It is a very big issue. If you review my many emails and the dates, which Relaxacare seems to ignore - even when I send them a document showing the dates and timestamps of my emails. We are absolutely past the 30 day window because Relexacare has refused to respond to me and return it, even within the return window.

  The warranty person has stated in email that it is not a warranty issue, but the information provided to me regarding having to turn it off every 3 hours was incorrect.

  I feel as though this has become them wanting to be right, over actually reviewing the information in front of them, admitting they are in the wrong and doing the right thing.
  

  My next step if Relaxacare will not do the right thing is to go as high up at the sauna company and the warranty company showing them the information I was given from the President of Relaxacare and ask them to come out on warranty work every time the sauna doesn’t heat properly (which is daily). Because I was told by the President it would not be an issue. I am not going to go away, what Relaxacare has done is wrong. And I will not stop until this is made right. 

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

• Initial Complaint

  19/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered an infrared sauna on October 28. Paid via **** $3390.00. I received an email on November 8 to say the shipment was on its way. A week later the shipment still on the shipping dock. When I asked for a refund yesterday I was told the shipment had gone and I could not get a refund. I contacted the shipping company here in Sault Ste Marie and they have no knowledge of any such shipment. I want my refund and I want nothing to do with Relaxacare.

  Customer response

  25/11/2024

  After 10 days of my sauna sitting on a dock with multiple promises of immediate shipping the sauna was finally shipped and is now at my home.
  

  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Relaxacare sent me an email with a 10% discount code for any first time purchaser. Included in the email with the coupon code was a link to the exact sauna that I purchased. In the sauna description, there was no indication that a discount code could not be used. However, after purchasing the sauna using the discount code (which worked) and receiving shipping updates, I received a call from customer service stating that I owed an additional $319 or they would not release the shipment. They then went and changed the description of the sauna to include "NO DISCOUNT CODES ALLOWED", which I have evidence that this was not listed anywhere in the description. This ***** advertising is unacceptable, considering they allowed the discount code to work and they included the EXACT sauna in the email.

  Business response

  01/11/2024

  On a recorded call we indicated to you there is no discount code allowed which is also stated in our title, our description and verbally we’ve told you about it. 
  Our terms and conditions are clicked on by you and you agreed to our terms and conditions when checking out. 
  

   

  there is no discount code allowed for this purchase and you agreed to this by clicking our box prior to checking out. 

• Initial Complaint

  24/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spoke with the owner Jason P. and he sold me a massage chair. I put in the order online on August 30, 2024. I specifically asked that the chair I wanted is the one on the picture (white and beige chair) and not the champagne coloured one. he assured me it was. He also said that if I didn't like the chair for whatever reason, it is fully refundable minus a 100$ pickup fee which is why I agreed to the purchase. Almost 2 weeks later, I receive a call that the picture on the website was in fact wrong and they don't own that chair at all. They tried to sell me a different chair which I refused. They said they would try to find the me I wanted from the manufacturer. I kept calling to get an update but no one would ever call me back. I requested a refund over the phone and by email having lost complete faith in this company and for their lack of professionalism but they do not answer any of my emails. They have charged my credit card 10 200$ on august 30th and have since ignored my request for a refund for a product they don't actually have and never had. On my invoice, you can clearly see that I bought the white and beige chair. At this point, I don't want to deal with this company since I have no faith that they will provide me with a good product or with the proper customer help should anything go wrong with this product. I have called the owner numerous times and I have left voice mail and he doesn't call me back. I just want a refund. I do not want them to find me this chair anymore. I don't trust them.

  Business response

  17/10/2024

  Customer has received her chair

• Initial Complaint

  30/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a massage chair from this place that was delivered on July 18 2024. I E-transfered them $1500 for it. Chair came with a scratch and back massage only had one side working and one side broken. Called I believe is the owner of the company. Was extremely **** and basically told me that this is why the chairs are cheaper than other retailers. I asked for my money back and he refused. Asked to have the chair replaced and he refused. I offered him if I buy a second chair for my parents if he wood replace mine and get a second one for my parents, he said yes. E-transfered him a deposit of $150 for a second chair, Took them almost two weeks to bring me another one. They just replaced the chair yesterday with another broken one(back massage not working/stuck )and also a different model as it is smaller than the initial purchased one.They also attempted to deliver the second chair for my parents but the chair they dropped off was broken and they took it back. I need help getting my money back as I fully lost trust that they will bring me a good chair anymore. They are fully ignoring me and taking this lightly as if it’s normal to deliver broken chairs. ** ****** *** **** ***** to get this resolved with the owner ** ** ********* *** ****** **** *** ******* he keeps making promises but nothing is getting resolved.

  Business response

  09/08/2024

  hello

  we have went to your home 3 times and concluded you have electrical work issues. 3 chairs have been inspected and properly working and the minute its dropped off there is issues. You have failed to mention how fast we have delivered this chair, how low of a price you paid and how fast we have went to your home 3 times on warranty work. Filing a BBB is completely unreasonable. I would also like the general public to know that this same person who received a demo massage chair and had the littlest scratch ( our demos are advertised as a possible scratch or scuff) **** ******** ****** ** *** ********* ********** ** ***** *** ***** ** *** **** for this scratch. The chair is brand new at $4000+taxes and they received this chair for $1500 due to a person buying in major bulk. This customer has been unreasonable since day one demanding next day delivery, next day warranty, brand new at 75% off retail *** *** ********** ** **** *** ********* ** *** ******** *

  We will dispute this and if anything seek legal action for ********** regarding this illegal dispute. 

  Customer response

  09/08/2024

    * ** ********* **** ******** ********* ***** ********** ****** ** ***** ** *** ***** **** ** * ********** *****. Until this day I don’t have any working product. He has switched the chair twice for me and all his chairs are broken. Instead of focusing on the none sense you should focus on making my chair work and run so I can start using it. It is almost close to two month and my chair is still not working. Now he is saying I have electrical issues. How did he come up with this conclusion without being an electrician or testing my electricity. Even the second chair that was ordered for my mother he kept the deposit. By law deposit should be returned if client is requesting a refund before receiving product. I am now stuck with a broken chair until this day not able to use it even once. Paying $1500 for a broken chair is not a deal. And this chair is also available at a lot of places at a very similar price no where as high as he said for $4000. I am requesting a full refund for my chair including the $150 deposit for the second chair that the owner kept. They can come pick up the broken chair that doesn’t even power . It is is very easy to take this matter to court and I have proof of everything including all messages *** * ***** **** ** *** *** ****** ***** ** ** *********** ** ***** *** ** *** ***** * **** ******** *** **** ******* ******* ** *** *** ***********
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a massage chair on Feb 19, 2024. I paid about $6,000 for the chair. It was a demo model with pre-order. Jason took my order and assured me that the chair will be delivered in 3 to 5 weeks. He provided written as well as verbal confirmation of delivery time and assured excellent condition of demo chairs. After this confirmation, I placed an order for the chair and paid full amount of $ 5953 on Feb 19, 2024. When I called him back after 4 weeks of not receiving any information on chair, he told me that I have wait longer or buy a new chair for $12,000. After waiting for a few more weeks, I called again and received the same reply from him. Everytime, I called Relaxacare, they asked for more money and tried to sell me brand new chair or more expensive models. After numerous follow up them (30+ phone calls and many messages), they finally sent me a chair after 4 months (on June 12, 2024). It is a classic case of "bait and switch" practice where Jason first lured me to pay for a product and promised quick delivery and then he didn't deliver for 4 months simultaneously pitching for more expensive models. When the chair arrived at my house after 4 months of waiting on June 12, 2024, it had a 4 inch rip on the seat and missing leg massage part. It seemed that some internal short-circuiting had burnt one corner of the seat. The chair looked very unsafe to use. I took some pictures and shared with them. I refused delivery of an unsafe and incomplete (half) chair which could electrocute anyone sitting on it due to exposed electrical parts on the seat. The company told me that demo models will have such defects and I should pay $12,000 for a newer chair. They have been using my money for 4 months and then supplied me a totally unacceptable product just to force me to buy a new chair. I posted a review on their website and they deleted it. Jason threatened me with legal action if I raised a complaint. As of 01 July, I am still waiting to receive the ordered chair.

  Business response

  01/08/2024

  We have spoken to the customer and have indicated to him he can buy a new chair or wait for another demo unit that’s in better condition. He has complained about a pre order that shows on his bill it’s a pre order and has complained about the condition of his chair he refused and delivery which also is indicated on his bill that demos vary on condition.  Both issues he agreed upon at check out and understood this would not be brand new. Just like a used car or a used home, these used products come with conditional issues hence saving of over $6000. We have communicated to him three times a week for 6 months and he is well aware of this. He refuses to pay for new forcing a terrible situation of him constantly calling in and demanding another demo chair but the chair has to be in perfect condition .

  Customer response

  08/08/2024

  
  I am rejecting this response because:
  

  At the time of accepting my order in Feb 2024, Jason promised delivery of chair in 2-3 weeks for which he provided verbal and written confirmation. I took the “bait” and placed order for the chair making full payment of $6,000. After waiting for 4 months and calling his team tens of times, he finally delivered an “incomplete” (with missing leg massage portion) and “unsafe” chair (having seat which was burnt and torn from one side - unsafe to sit with heating element and electrical circuit under seat). It is unfortunate that he wanted me to accept that kind of chair after I paid him $6000.

  His company doesn’t have the product, yet he keeps advertising and selling it on his website and used ******** practice of “Bait & Switch” where he took money from me by promising immediate delivery and then ******** me for 4 months by not delivering the product and continuously trying to sell me a brand new chair for much higher price. When I refused to be “hooked” to his tactics, he delivered an unsafe and incomplete product, only to force me more, to pay an additional $6,000 ($12,000 total) to buy a new chair. The same chair ***** ****** (brand new with 5 yrs warranty) is available at ****** for only $7,500 ****** *********. 

  Even after paying full amount for chair and waiting for six months, I haven’t received the chair. This speaks volumes about Jason’s ******, customer service, and quality consciousness.

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

  Business response

  05/09/2024

  Hello

  This customer has rejected his demo chair, we had shipped him a chair and he did not like the condition of the chair. When we spoke to him about a replacement chair he was aware of the longer than normal wait times for a replacement chair. This was on recording and via text and email. We are shocked he would continue to try and attack us online when we have greatly communicated to him the wait times. If he had accepted his delivery this would not be a problem. This was solely a customer rejecting a demo chair and not adhering to our Demo policies and further causing substantial losses on shipping due to him being *********. Constantly leaving us BBB reviews as a way to combat this is not only illegal but a way to ******* our good name- This is ********** considering the purchase that was made and the agreement mutually binding and only broken by the consumer. This type of behavior *** ********* ** with bad reviews until X happens is unlawful and should not be done in our Canadian system. He has been advised of the wait times and has agreed to it, he can continue to send ***** emails or BBB complaints but it will not change the fact he declined his chance at getting a DEMO UNIT ******. Just like all demo unit products or used homes, cars and products, they have conditional issues. If conditions are a concern we ALSO offer brand new in the box. This is not a bait and switch what so ever as mentioned before and on his own accord bought a demo unit ****** when if condition is a concern he could of bought the brand new version of this. We have also since tried to get him brand new as if he waits for another demo and doesn't like the condition this will furthermore cost us in shipping yet again. If a demo is a problem why would the consumer make a purchase for a demo? Why would a consumer not buy brand new when there is this option? 

  He continues to use ethics against us however a perfectly good working chair was shipped to him. He continues to **** our good name online when he rejected this chair. We as well communicated to him daily on these existing issues however he has decided to use a third party platform to damage our name. None of this makes no sense and we assume is trying to ******** us into giving him a brand new chair at the demo price in which this will never happen. 

  Customer response

  07/09/2024

  I am rejecting this response because:

  Even after waiting for 7 months, the company Relaxacare has not shipped me the promised product. I have never agreed to this kind of waiting time. Jason wants me to buy a brand new chair JP **** for $12,000 when it is selling in ****** for $7,500 (including white glove delivery and 5 years in home warranty). ****** ******** ******. He knows that my payment of $6,000 is struck with him and I am helpless. He has no intention to resolve this issue and simply wants to extract more money from me by selling me a new chair at much higher price than market price. He has probably used this tactic successfully with a number of other customers who get trapped in his net when he advertises pre-order demo models at attractive prices.
  The “facts” in my case are
  1. Jason promised me delivery of the demo model chair ****** within 3-4 weeks of my placing the order. I have written proof of his promise.
  2. Once he got the money, he didn’t ship anything for 4 months. This is breach of trust, making false promises, and cheating customers by taking their money and not delivering the product as promised.
  3. After 4 months of receiving the order, the product he shipped me was incomplete, torn, and unsafe. I attached pictures of the chair with my first email. Again a picture of the product he sent me is attached. The chair had missing leg-massage part and a big black burn mark on the main seat / front corner. This burnt area exposed anyone sitting on the chair to electrical circuit inside the seat, risking electrocution and fire hazard. Unfortunately, Jason calls this a “perfectly good working chair” and he wanted me to either accept that incomplete & unsafe product (and risk my family’s health and create fire hazard for my home) or pay $12,000 for a brand new chair, which is available in market for $7,500 ****** *********. Any sane person wouldn’t have taken the chair which Jason shipped me. And any sensible person will not pay $12,000 for a chair which sells at other stores *******) for $7,500. This is precisely the “bait and switch” business model of Relaxacare where they attract customer with false advertisement of low cost products which they don’t have. Once they get customer’s money, they start cheating the customer by either delivering a cheaply procured low quality product or selling new product at much higher price than market price. This is exactly what happened with me.
  4. When all my resolves of working with Relaxacare ended and Jason did not deliver me the product for which I had paid full money in advance, I had no option but to go to a respectable mediator like BBB to help me get justice. Jason is continuously ********* me with legal action as his business operating model of ******** simple Canadians is getting exposed.
  5. It has been 7 months, since I paid full money for the order and I still haven’t received the product. Jason has been not only ********* me and my family by keeping our money and not delivering the product but ********* me with legal action if I share my experience with BBB. * **** *********** **** *** *** clearly see the facts and truth and support justice.
  6. I have never demanded a brand new chair for the price of demo chair from Jason. I am a very well educated, successful, professional and respected Canadian Citizen and God has been kind enough to bestow me with millions of dollars of asset. I am an honest Canadian who simply wants to get the product for which I paid money in advance.

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

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Charged credit card immediately for a product, failed to provide any accurate information about the shipping timeline. Product must ship within two weeks of charging a card otherwise it's a violation of the CPA. Inquiries were met with false and vague statements that the definition of "7-20 days shipping" means "more than 20 days before shipping".

  Business response

  10/05/2024

  Hello

  Our ad clearly marks this order as a pre order. Our pre order is clearly marked in our terms and conditions that it will be longer than our standard 7-20 days. This extremely hot item which is the dex11 who joe rogan mentions in his podcast has been a top seller of ours. We have clearly marked this product as a pre order and your bill states " PRE ORDER" you called into our store and we then verbally told us this in which you continued to use the consumer protection act against us. The consumer protect act has many segments and using one segment vs 15 other segments that go with that one segment is what allows us to do this. We have not advertised you get this within 7-20 days, we have advertised a pre order, **** **** **** *********** ** **** ***** ** * *** ******* ****** *** *** allowing their customers to pre order the unit. All retail companies are legally allowed to do this and somehow you think this is " Illegal" 

  I cannot stress this enough, a pre order is a pre order, we mentioned 30-60 days and you'll receive your item . Why would you buy something you need right away and buy a pre order? This makes no sense on the consumer end if  your in need of something fast. Ironically we also have 17,000+ items on our website and many other stretch machines but at a higher price point. If a stretch machine is needed we have many other items in stock ready to ship but again you went and bought a pre order item vs items we actually have current stock on. Doing this and just applying pressure at Relaxacare doesn't change the pre order status .  

   

  attached is your bill clearly indicated pre order and us advertising it as a pre order and an email confirmation that its a pre order was sent to your email. There should be zero confusion on a pre order. We have 34,000 orders and many times during covid we had to mark our items a pre orders and never have we had a complaint about it before this one. 

  Customer response

  10/05/2024

  
  I am rejecting this response because:

  First, the original reason this all started was because I sent a very simple inquiry and received no response, so I sent another very simple and polite email ********* *********** simply to clarify.  I received what I considered to be a **** and antagonistic response.  At that point, because of the unresponsiveness, apparently premature charging of my credit card (I’m not trying to argue interpretation of the gestalt of the CPA so maybe let’s stop beating that **** horse), and then hostile customer service response, I became very concerned about the trustworthiness of the company.

   Basically you took my money, refused to respond, then finally responded with hostility, and you’re continuing to misrepresent and insult me even in your official response to the BBB.

  I have included a couple other screenshots of the contradictory information all over your website, to bring it back to my original point  I was unclear about the situation and asked a simple question  You could have simply answered it like professionals, but here we are.

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

• Initial Complaint

  20/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 chairs online on August 27, 2023. The company processed the transaction (i.e. took the money from my credit card), but they never sent a confirmation email or delivered the product. I have been waiting for several weeks for this product and when I tried to call the company their phone numbers don't work. Also, the number provided by the credit card company for Relaxacare is out of service. I am fairly certain this company is a ****, and yet it looks like people can order purchases today! Someone should be looking into this before more people loose $.

  Business response

  20/09/2023

  This is outrageous and ********** to be honest. This customer has emailed us, we have spoken to her multiple times, her chairs are on route and she has been emailed tracking and continues to ***** us online. she has an order number and tracking and we have emailed and have spoken to her on the phone and still has the nerve to call us a ****. we are not sure how much more we can communicate to her or prove to her we are not a **** however this ********* attack online will not be tolerated. How she spoken to our reps will not be tolerated. She literally filed this complaint while speaking to our sales rep on the phone. Our legal team will be contacting her if this isnt taken down within 72 hours as its a ********** attack when she clearly has all the information and still continues to defame us online since she didnt like the answers given to her. 

  Customer response

  20/09/2023

  
  I am rejecting this response because:

  My credit card has been charged on Aug 27 2023. I have not received the product I ordered or any kind of confirmation or email until I called the company this afternoon.

  This afternoon I tried several numbers that did not work until I got Alyssa B. Sales Representative at Relaxacare, on the phone. I was put on hold numerous times as I was waiting to get some kind of email from the company with confirmation about my order while I was still online. The only email I was sent was an email from Relaxacare, sent at 2:43 pm this afternoon, sent from ****************@*****.com, the first email I have ever received from the company, with a link to a *** tracking # and no other information identifying the order, amount, address or company. It simply says that a shipping label was just created (this is almost 3 weeks after the order was placed). The *** tracking number could have been created while I was on hold.

  While on the phone and on hold again with the Sales Representative a manager came on the line and started yelling at me and charging to sue me because he had received an email from the Better Business Bureau. 

  If I receive a confirmation number of my order from Relaxacare and receive shipment of the product in good order before the end of the month, * **** ** ***** ** ****** **** **********

  Sincerely,
  
  ** ******

  Business response

  11/10/2023

  As per *** this shows delivered. We are confused on why this is showing “unresolved” when the item was delivered to the customer.

  Customer response

  12/10/2023

  
  I have reviewed the response made by the business find that this resolution is satisfactory to me.
  
  I just received the shipment of the product from the company a couple days ago

• Initial Complaint

  17/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a ******** massage chair less than a year ago. A messy noisy sound occurs when the leg lift starts to rise. My order no is #*****. Type- MC-****. I called the Harvester Road Burlington show room and i was asked to complain on the website I want a replacement as soon as possible. Thanks

  Business response

  17/07/2023

  Hello

  As per todays date we have not received a warranty form from you. If you are having troubles with your chair you must fill out a warranty doc. We are not sure how the BBB will help you with this request. We spoke on the phone and guided you on how to do this and this was not done. For us to help or assist you, you must fill out this document.

  Click at the bottom of our page " warranty doc" and fill this out. This BBB needs to be removed as we did not receive any form from you. We expect you to do this within 72 hours.

*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. ↩