Complaints

• Initial Complaint

  07/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a massage chair from this company last summer. I was advised of a "floor model" chair which was slightly cheaper, but in reality, this meant that the chair was defective. I contacted them but quickly realized they would be of no help. I eventually reconciled with the fact that I got *******, but I am still constantly getting spam texts wherein they advise me of sales, which, while frustrating, is to be expected of a company of such ill repute.

  Business response

  10/07/2023

  Purchase date- May 18th 2021

  Complaint July 10th 2023

   

  Warranty is with the manufacturer for 1 year. 

   

  Our tech guy called him today to discuss this complaint and his response was that he didn't like our email marketing and decided to bash us online vs press unsubscribe. As per this conversation we discussed we cannot cancel an email marketing campaign without him unsubscribing. Every email or text he receives from Relaxacare for marketing purposes has an unsubscribe button. This person has claimed hes been ******* when he has the chair in his home. **** ***** ** ********** *** *******. **** ****** ****** *** ***** *** ** ******* **** *** *** ****** ***. This is not a legitimate complaint and its a consumer that doesn't know how to press unsubscribe. We are not a **** and the customer has received his chair. To complain 2 years later should not exist on the BBB

  Customer response

  10/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was called by one of their "techs" who advised me that I was being unfair and then hung up. To clarify, I do not believe this business is a ****, but rather that I was ******* into buying a product which they knew was defective. I also recognize this is partially my mistake for trusting them, hence it does not factor into my complaint. My complaint is that I purchased this chair over two years ago and while the experience was terrible in its entirety, my issue was that I continued to receive spam texts and emails from them, despite the fact that I had indeed unsubscribed at least twice and blocked the numbers the texts were sent from. I do not think these continued efforts to solicit my business are reasonable and consider the barrage of messages to be a major provocation.
  
  I also very much resent the way my intelligence was called into question in their reply. I was also accused of *******, which is far from the truth, I simply want this company to leave me alone. In addition to their tech calling me, I was called by someone else who I presume to be the person who wrote the response. After having  insinuated that I'm a ********** idiot, he pleaded with me to take down the complaint as the company is apparently facing a lawsuit. In the future, I once again reiterated that I had absolutely no interest in any of this and I simply wanted them to leave me alone *** ***** ****** ** ********* if I could be assured that they would no longer contact me under any circumstances. Following this, I was advised I have been "blacklisted" which I assume means there will be no further contact. As this business has advised me I will receive no further contact and despite the antagonistic nature of their response, I consider this matter resolved. I will, however be posting another complaint should more spam texts be received in the future.

  I sincerely appreciate your assistance in this matter and regret that this was a necessary measure to end the spam.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  22/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a product from this company in November 2022, received notification that a shipping label was created with Canada post in December….. waited , waited, gave it extra time due to the season. Tried sending a message in January with no response. Called in the beginning of February, company was apologetic and said they would send one right away. Nothing came called again, was off hours and was told best option was to email. Have now emailed 3 times with no response.

• Initial Complaint

  21/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Jason P owner Relaxacare assured me of free s/h service w special instructions was MIA until I wanted to cancel. I filed with my ** for a full refund. I picked his company for the free s/handling to find out 02/14/23 almost a month 01/18/23 after my purchase that there is no free s/h they would bring it to the building but then charge me $399 to bring it up 10 stairs.prior to my order he had told me to contact him ASAP so he can put the special instructions- that my address is inside the building-I would never agree to pay 399 for people to bring it up 10 steps, I try to check the app they use for tracking that didn't work either. This sudden charge is against our verbal chat BEFORE purchase, he then had other staff tag teaming in *********** emails/ intimidation/ coercion basically try to muscle me into continuing with his purchase,he had the audacity to suggest that he was going to deduct a 20% restocking fee when I canceled because of his ********* sneaky behaviour,***** ****** ******* *** ******* ** **** **** sneaky people JP is a seasoned manipulator.I needed full delivery service for disabilities and it was his legal responsibility to tell me about any extra fees, his website is clear FREE s/h..at no time did he cite a fee until 02/14/23 almost a month after my purchase which was passed their delivery dates as well -that's why he didn't answer my emails because he knew he ****- he also took another 10% off I thought it was for a senior disability discount he'd already denied me that him and his staff yesterday overwhelming me into a lot of distress because they are the *****- but to think they can muscle consumer to go along with something they would never agree with is one of the most insidious business practices I've ever seen they are *********/unprofessional. * ***** **** **** **** ******* ******* **** *** **** *** ******** *** ******** had I known the truth Jason used **** *** ****** tactics, many emails too send you BBB.. they used all ***** tactics

  Business response

  21/02/2023

  Hello,

  as per our sales agreement she did not pay for white glove and has since demanded white glove. Essentially if you buy a tv that’s one thing but if we are not aware to mount it, how can we know? We have since tried to obtain white glove money from her however has declined all actions. Our lawyers **** ***** will be reaching out to her and this is now a legal matter as she not only broke terms and conditions she continues to bash us online for something she decided at check out.  It is the customers responsibility to click on how they want the end service. 25000+ orders and seems most customers understand this. Even with us educating her on her wrong doing she insisted on free white glove which will not happen. She did not pay for it and if there is confusion she must pay for this service. 
  

  every product page and main page has this listed and again at check out in clear big writing indicates what standard shipping is vs white glove. She continues to bash us for something she decided but based on other online reviews she’s done in the past it’s a clear indication that she does this for a living trying to ***** retailers and people. It’s very simple and there shouldn’t be an argument. This customer did not pay for white glove , like many of our customers have done and using “ I’m disabled” as a tool to negotiate is also just as shocking. We cater to the disabled and 99.9% of people understand how to check out online. It’s not only silly regarding this issue but shocking at the same time. This customer will continue to ****** us online based on how she checked out online and can’t understand why this is happening to her.  More importantly our lawyers have already been contacted and an email went out to her letting her know she will be served for defamation.  As per your sales agreement we did not wrong. You indicated you wanted to cancel and days later asked for an update on your order including being extremely excited in one email to our logistics person Ashley. Either way we are letting our lawyers handle this one as there is zero reasoning skills including filling an ******* chargeback against Relaxacare and incurring costs and damages to this company.  

  Customer response

  25/02/2023

  I am rejecting this response because: Iam not reading their lies I read the first sentence and ended... it is their lies and **** *** ****** tactics  and silence
  is why I chose to cancel before they set it off on delivery...I cancelled it again after they refused to cancel it before delivery..at no time was white glove service , whatever that meant, discussed prior to 02.14.23 as all emails show and are now with ********** no discussion until it was used  as a ***** tactic to force me to continue  with purchase...... at no time was  any extra fees discussed as shown in all emails..this convo they claim to have had is absent in all emails  until 02/14/23 when they couldnt *** anymore about no door service as I require as person with disabilities. It is because of this free s/h service JP said they do is why I chose them...all these things they have been claiming in their tagteam tactics in emails of ***** and ******** and coercion is  are not found in any emails PRIOR to 02/14/23.. he was silent  after purchase date of 01/18/23 to confirm he received my special instructions as he  directed me to do.... It is the business's responsibility to   inform the client of all applicable fees..as screen shots of their website  reveal it says free s/h over 100.00 I spent over 2900.00.... curbside  we thought was for Covid Cautious clients and nobody knows what white glove is..but again this only come sup on 02/14/23 and after when PCMC is looking at their website... their websites clearly says free ship/handling over  100.00.. I would never have agreed to  399.99 an amount JP fabricated on 02/14/23  why would I pay 399.99 for 10 stairs after being told its free s/h.. their website says may be other fees..but again it is his responsibility to tell me that prior to my purchase...  nothing was said and given how fast he was to be ******* and hostile trying to ******** me with various tactics...he has had lots of practice ******** ****** ** ***** ** ***** ****** ********.At no time did he/we discuss this unknown white glove service BECAUSE Jason P the owner already said to let him know asap after putting my  order in that he would give them special instructions to MY address/door..  Why have white glove chat if he already stated he could  and would accommodate my disabilities.IN the last email read by me in his tirade of *****... he finally admits  that he said to tell the  drivers to bring it up. I said I wasnt comfie with that and that I required him to arrange all that so theres no confusion..thats when he said to contact him asap after I paid for it so he can put in special instructions which is common for deliveries services. .. I expect a full refund as Jason P   is a **** and did knowingly lie to me to purchase a large expense then refused to cancel it prior to  shipping I spoke to delivery guy yesterday. They knew no such  instruction and said they wouldnt charge 399.99 as they dont  door delivery... so this clearly another ***** tactic to fraud me more money  by Jason P  to force me to take this unwanted purchase after I attempted to cancel it prior to shipping due to his suspicious business behaviour as others pointed out he was all  promises until you buy then he disappears. I would not purchase any sauna from anyone who cant bring it to MY address.. that is ridiculous given I know my disabilities and what I need. I cant purchase anything heavy that requires me to use stairs with a weight.. 
  

   Again I didnt read his response as I know it is nothing more than his usual **** *** ***** *** deflections and gaslighting...he is  a seasoned ******* and **** and ****** who thought he could  ***** disabled woman into a purchase she canceled BECAUSE of his behaviour and silence and lack of confidence in theis consumer buy ...he used every tactic known by  ******* businesses and he caused alot of upset  and harm to me nevermind all this extra work to get my money back from this ********* business. .he **** and uses **** * ****** tactics... he offered another 10%  for ***** after he denied me a requested disabled 10%...he knew he **** which is why he went MIA during all my emails  sending him the instructions  to my door as he requested.... I have been severely traumatized by this negative corrupt experience as it has violated me deeply 

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

  Business response

  28/02/2023

  Your rejecting a sales agreement? The same sales agreement was emailed and texted to you. You were aware of how this was being shipped. You the customer decided to the outcome and demanding free white glove after the fact is ridiculous. Please show us a sales agreement indicating white glove on your bill please. If you cannot provide this, this entire argument is null and void and your attempt at ******** us online is clear as day wrong. Provide us with a sales agreement where it indicates white glove on your bill. We would love to see this

  Customer response

  08/03/2023

  I am rejecting this response because:

   Relaxacare had my ****** review removed to trap potential clients. I literally get ill when I see the Relaxacare name now because of the *********** I sustained from this company/owner JasonP.  I was deeply/repeatedly violated. Again I dont read their responses; they are tactics/tricks/ trauma.  I had no idea there was a typing timeline before so couldnt involve more info  but the truth doesnt change no matter how many times I  say it
  Jason P/Relaxcare *** *** *******-too many emails have been sent to my ********** ** for this dispute that is only in dispute because Jason P used ******* **** *** ******  tactics/disinformation that created this purchase, had I known the truth it would not have been purchased.*** *** ****** ****** ***** *** ** ** **** ** *** ****** ******** ** **** ********** ** ***********I already did my homework over 4 months before purchase but the work I have  to do now that I was ******* is traumatizing in itself because Iam forced to keep  asking for my full refund from those who ***** it.he knew I am  an elder ** * ********** ******* on August10 and I realize now he seen me as an easy target when it came to light and I tried to protect myself as a consumer  he became ******** ******* and manipulative .
  Again this company was contacted August 11…ordered January 18/23 ONLY because I was told it was free s/h and will be brought to my door. It is only after I purchased it he tells me to tell delivery to bring it to my door. That wasnt what I purchased as that is conveyed in emails.Jason P told me I would have a 5 yr warranty and delivery to my door for my disabilities-he was told I have no local help
  It was purchased Jan18and by Jan 26 I tried to cancel it  due to repeat silence but he then refused to cancel it. I was distracted by medical issues so couldnt  do emails for 3 days but he emailed Jan26 saying it was sent. He sent it AFTER I cancelled it. He was MIA too many times in silence making me ill. He told me he sent it Jan26 the day I asked to cancel it yet no information came my way about this delivery- so he **** to force me to continue  with the buy instead of him respecting my consumer directive to cancel it. Screenshots show it was actually sent FEB8 after I tried to cancel it twice. I received a delivery email that was missing Jan26 so again confirming he lied on Jan26/23…he was also told I was angry,wanted my sauna cancelled..he refused to communicate after that…and I wouldnt do phone calls with him after what occurred.. Emails only.. He said I wasnt allowed to cancel which is a shocking today as then. When it became clear on 02/14/23 after almost a  month of silence  Jason/his staff  defaulted to very seasoned tactics of ******* and *****, I found out he **** about delivery service  as well.. I never heard of white glove in any of our emails or convos until 02/14/23lamso a month after purchase  he had since August 10 to say something but he already told me in calls  he would write in special instructions for them...he was all love until the purchase. Email shows AFTER I bought it he said tell delivery to bring to my door  that wasnt the deal..HE was to give them the special instruction  and he told me he would write it in AFTER I purchased it… let me know when I purchased it was what he told me so he could write it in.He was told to cancel again as I cant bring a sauna up 10 stairs with no help as he was told on Aug10. I didnt order my fave sauna at ********* because they ONLY did threshold.I only went with Jason P because they had FREE s/h and to door for me and better after xmas deal. Sounded to good to be true!
  On 02/1423  they tag teamed me in many ******* emails trying to ***** me into submission I didnt read them all they were that *******.I became quite ill and all has been submitted to ** dispute..he first tried to financial ***** me with a refund would be a 20% stocking fee yet he boasted he cant keep them in stock so I better order fast forcing me to purchase,** **** *** ** *** ****** ******* he charged others 10% which was waived when they removed their negative responses about his  sly ****** practices. The fact he charges some 20 and other 10 is sneaky/********* but he only did it to ***** me into submission to not cancel..both Jason/staff emailed back to back over 15 times each in ***** I shut down and called my ****. 
  To date he hasnt refunded me any money, the full amount minus any stocking fee for dispute as his original threat went- he is forcing me to fight for all my money,he then threatened that my s/h is now not free its 399.00 to my door…so it is free to the grass but if I wanted it up 10 stairs its 399.00..  This was a  theft like no other, every email from them made me sicker for I now knew I was dealing with a profit ********, it was his new way to financially ***** me into submission. I spoke to the delivery company who for no price would have brought it to my door so Jason P **** along even with his fabricated 399.99. His staff told me to hire someone to bring it up 10 stairs..why would I do that when I purchased the sauna with the full special delivery as agreed upon with Jason P BEFORE my purchase that he only changed right after my purchase.. If I said I have nobody to help me that is what it means but they thought by charging me a sudden 399.99 I would be ****** into submission after I already cancelled it and forced to take it so I sent them  delivery instructions during their silence to MY door MY address, to find out they lied all long.They gaslit, what they did was horrendous -that I was just mad for not getting my own way he said!!! .Really-Im the consumer who bought a sauna to my door I didnt get a sauna to my door. AGAIN I expect a full refund it is how  consumerism goes. His tactics are of a seasoned ***********…he knew if he didnt delivery to my door I wasnt buying it. * ****** **** **** *** *** ******* I wouldnt have purchased but he said all the things I needed to hear  then went MIA after he got my money and has ********** me and ****** me since  even with legal action yet hes the illegal party..This is not a exhaustive account but it has made me too ill and the facts dont change just because Jason P got caught ***** *******
  ** ****
  Sincerely,
  ******** ********

  Business response

  14/03/2023

  ** **** * *** ***** ****** ******* ******* *** * * **** ******* to try and justify your stance is extremely judgmental and bias. We have over 25000 orders *** ***** ** * **** ******** *** *** *** ******* *** **** * **** ******* ** ******** *** ****** ** **** *** ******* ****** * * ****** **** ***** *** ***** ******* ** ******** *** ******* **** **** ********

  1) Due to your disability we offered you 10% off for a sauna, you then turned around and used your disability against us which is extremely wrong under the circumstances. We deal with many disabled consumers and ******* that right to win an argument is ********** to say the least.

  2) You on your own accord checked out and throughout the entire checkout process you were given prompts to pay for white glove service which you have to actually click off and choose free threshold delivery. We didnt do this, you did. 

  3) You checked out using no service required and decided to purchase the sauna, again on your own accord and with no coaching from our company. You decided the outcome from start to finish

  4) You did buy a pre order sauna and after only 15 days did attempt to cancel however we received the saunas that day, instead of cancelling in writing indicated we received the saunas and you would indeed receive tracking which you responded "

  5) You received notifications along the way and no email or call was sent to us. We shipped this from Burlington Ontario all the way to nova scotia and not a peep from you until the carrier called you,

  6) You then DEMANDED , not even asked us, demanded we give you free white glove which is not in your sales agreement. You then extorted us by ways of bad reviews and manipulating our name online unless you got your way which again is against our sales agreement at Relaxacare

  7) You then decided to go on channels to fight and argue this including breaking contract by filing an ******* chargeback against relaxacare after incurring HUGE cost by shipping this 500 pound item across Canada

  8) We notified our lawyers and they will be handling this moving forward. 

   

  We are completely shocked at this behavior to be honest. Bringing up 1 star reviews when there isn't many vs bringing up our overall rating is shocking. Canceling an agreement when the item had already shipped to you across Canada is shocking. This is why our costs are going up and the honest consumer has to pay more per item due to consumers like you breaking agreements. We also noticed that your active on google complaining about just about everything online. 

  ****** **** *** one of our last interactions which included you responding to us and thanking us February 14th 2023 for the tracking information. Doesn't sound like a consumer wanting to cancel with us and instead thanking us. We will be showing this to your credit card company and will be filing a civil action lawsuit for damages regarding these actions. To ****** us online when YOU the customer decides if they want white glove or not and white glove is clearly outlined on every product page and at check out and inlcuding your email confirmation that was texted and emailed to you is outrageous and have zero dispute here at Relaxacare. 

   Please explain *** ***** ****** **** *** why you continued to look for tracking and updates on your tracking if you wanted to cancel? 

  Business response

  22/03/2023

  You continue to ****** us online with " **** *** ******" We have asked you multiple times to show us on your sales agreement that we have to give you free white glove. Again this is silly considering the terms and conditions are clearly outlined and you continue to ***** out company by ways of ******* us online since you didn't get free white glove after us shipping a 400 pound sauna across Canada to your residence to only reject it due to you demanding white glove which isnt free. At check out you can click these options and you refused to do this and then demanded it. So i urge you to show the general public where it shows on your sales agreement that we must give you free white glove. **** *** ****** means we hide things. WHITE GLOVE is mentioned on every one of our product pages, at check out and on your order confirmation . We cant make it more simpler for customers to see this. 25,000 orders and somehow everyone else understands this but you .  PLEASE send us a sales agreement indicating that we must provide consumers with white glove " just because"  Explain to us why you would be diffreent than any of our other customers that actually pay for this service. If our other customers are disabled and need this due to their disability they happily pay to ensure zero headaches at delivery. You the customer decided to opt out of white glove and then claim we **** *** ******ed you which is simply wrong. We urge you to attempt another check out ( do not buy) and you will see that white glove is mentioned 4 times prior to paying for this item.  There isnt a dispute here and if there is please show the general public your sales agreement that indicates white glove should be free for you .Until then this is a simple ***** tactic to receive white glove for free and its a simple matter of you refusing to pay for it and demanding it at delivery and if not youll file an illegal chargeback ( Which we are investigating with **** and our lawyers) and you did this to ***** us into just " doing it" however when we didnt you decided to bash us online everywhere which isnt right . Show us your sales agreement that indicates free white glove

  Business response

  24/03/2023

  We are requesting based on all of these allegations online regarding our company that you provide us with a document that indicates we agreed on a white glove service. I think this is important to show our customers online exactly what is going on here. ******* * **** * **** ****** ** an email indicating you wanted to cancel when emails after that email were sent out including you asking for tracking and then following up on your shipped sauna after the fact show future customers exactly what is going on here. We are now demanding online that you show our customers this complaint for what it is. Show us the sales agreement that indicates FREE WHITE GLOVE or that you paid for this service. The entire complaint is this and our future customers need to know exactly what exactly happened. From what's in writing we have clearly written out threshold delivery to your front door or garage and at check out decided for this free service. Using a disability to win an argument by saying" I'm disabled and they refused to give me white glove" is shocking to say the least under these conditions. We demand you show proof that we offered you free white glove or that you paid for our white glove service at check out. If you cannot prove this we will be countering for defamation and legal costs to protect Relaxacare brand and integrity. We believe this complaint was done as a ***** tactic to give in and give you free white glove after we processed this order and shipped it which goes against our terms and conditions and legal binding contract. You have attempted to damage our name online to obtain a free service on which you did not pay for. 25,000 orders and majority understand how to check out online. If there was confusion we did indicate on email you can pay for this service and refused to do so which makes this complaint even more shocking. We have asked now multiple times to show us a sales agreement that we promised on our contract we owe you a white glove service. Please show future customers this sales agreement and that we did not come through on our end. If you cannot show this on this channel we must let our future customers know this is a bogus complaint

  Customer response

  03/04/2023

  I am rejecting this response because:

  I still dont read their responses they are ************ ******* and  illegal where he sends me ******* after each BBB response

  I am yet to receive my full refund from this ******* business that uses **** *** ****** tactics  and ***** tactics.RElaxacare and Jason P continues to hold my money of $2949.74 ******* for a convos started on August 11/22 purchased Jan 18 2022 and cancelled a week later by me due to his MIA behaviour...he was no where to be found when things werent making sense to me....where he **** about sending the item on Jan 26  it wasnt sent until 2/08 AFTER I cancelled it as emails receipts show..... where he **** about the conditions of the delivery where he **** about the delivery modes and availabilities   where he waited for me to purchase the infrared sauna before all his **** became apparent, the he was a NO SHOW until 02/14 where he and his staff tagteamed me in ***** emails... screenshots sent to ** to show this **** tactics of *****... it still makes me anxious I still get anxiety seeing anything to do with this company they were so *******. I dont read their responses after 02/14 including here.... there is no need it is the same *********** ***  *********. My ** ********** has this dispute..he tried to me ***** me into silence with a 20%  stocking fee though claims he cant keep them in they are such a hot item... yet holds all my money ******* instead of the alleged stocking fee for dispute... he **** about delivery modes and ****** me further  with ******* of $399.99  to get it up 10 steps to my door  though its free shipping and handling...all supported in emails and now in dispute  Jason P/Relaxacare sent me ******* after my   BBB replies.. I dont open them I just send them to ** ****** **** dispute.  He removed my ****** review but he cant remove BBB comments  it seems.  Jason P  and his company are *****,  ******** and ***** when they dont get their own way. I will never make this purchase now ...he has ruined it for me though I required it for medical reasons.  His emails show he was going to let the delivery guys know to bring it to my address  AFTER  I purchase it...  He knew I lived in a flat and had to make sure they could bring it to MY door as a person with disabilities with no local help and he said they would its why I picked his company over my first choice because ********* was clear that they dont do steps... the Relaxcare driver laughed when I said they ****** me with 399.99 to bring it up 10 stairs  he said they wouldnt do it for any money..and Jason P knew that BEFORE I purchased it..he **** about many things... ... claimed all kinds of white glove after...so he now says was extra fee  for steps?  but he ********- charged me 399.00 for 10steps that the company refused to do anyways... yet never mentions this until 02/14 not once since August10/22 ?  No where on his site has a 5 year warranty but he promised me that too...had him put it in email and his email about  it was less than professional you can tell he just threw it at me... just like he threw delivery to door at me just to buy  5 year warranty just to buy.. he had no intention of honouring the special either  **** * ******   he said what he needed to say to get me to pay...  now he ***** my $2949.74...if he truly believes I owe him a stocking fee the 20 % ****** ** **** ** *** ******* ***** *** ** ****** ******* ** ********* **** **** * *** *** **** ** ******* ** *** ****** **** ****** ****** **** * ******** *** ** * ******** ***** **** ***** **** ***** * ** **********..Im still traumatized... and still without all my refund and now willnot make this medical purchase it has been such a distressing and disturbing experience. He knew I was elderly and disabled and thought I was easy ****.. I was ******* and ****** by Jason P and Relaxacare for medical infrared sauna where my full amount of 2949.79 is stillnot in my possession....this alone tells you what a **** and ***** he is... if this is about stocking fees that I also dont owe as my cancel  twice  is because of his illegal ********* practices...then why hold ALL my money ******* ..this is ******* behaviour..* ******* ** ** ** ******* I dont owe Jason P or  Relaxacare any money they owe me $ 2949.79 and more for the suffering they put me through..if a customer  cancels from ********* practices  they arent subject to stocking fees for the purchase would not have occurred but for the **** *** ****** tactics of this ********* business .. had he said  no door delivery it would not have been ordered..simple  but he wouldnt have gotten the sale..** ** **** *** **** *** ************* *** *** ***** ******* ** ****** **** ******* **** ** ******* **** *** * ************ ** **** ** *********** ***** ****** ********** ******** ********

• Initial Complaint

  17/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Purchased product (sauna) online from relaxacare on Jan 9/2023. Put in a code valued at 10 percent. Recieved an email stating your item is on the way. First week of February I enquired about the sauna, they said they were holding it until I paid the 10% discount plus taxes. I told them that should have been delta with when I made the purchase. They refuse to ship the item until I paid that first. I reluctantly paid and I received the same email your item is on the way. It's been a week and my item is still sitting in their warehouse and has not moved. I enquired about it twice but haven't received an answer.

  Business response

  17/02/2023

  Hello,

  this was a special buy purchase and no discount codes are allowed. This is mentioned in our ad and description. This was also a “Pre Order” indicating to our customers we did not have stock but due to heavy sales volumes on this model customers can pre order a sauna so that as soon as this model came in we can allocate one to you. Shipping times are between 7-20 days and since this is a big special item it does take time to ship. We have responded to you on email every time. 
  

  you agreed to the longer than normal wait times when purchasing a pre order from us. We do sell over 50 different models and you clicked and liked the sale on our pre order. Complaining about the length of time is shocking to us considering we had more models but you didn’t click and buy those ones. Instead you bought a pre order sauna and used a discount code that we clearly state isn’t allowed on our description page and now attempting a BBB complaint from all actions you decided to take. We understand how this can be frustrating for you however we cannot force people to buy higher priced models etc. we had 60 of these units that came down and seems everyone understood this process.

  Customer response

  17/02/2023

  I am rejecting this response because:

  These are false accusations and this company is aware of what options area vailable and no where does it indicate a code can not be used. They often ignore my emails and can not reliably give me accurate information on where this item currently is. Tracking shows in their warehouse and has been there since early February. Their is a history with company and deliberately holding a paid item is *****. Waiting 7 to 20 days for delivery was posted on their website and these saunas arrived early February and my purchase was deliberately held and no attempt to contact me for the reason.  

  Sincerely,

  
  

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

  Business response

  17/02/2023

  This is on our website and on our description. A simple ****** search shows this on our ads. The tracking was also valid and we have a recording with you indicating you actually didn’t input the tracking number correctly. Is this not correct?
  

  Customer response

  02/03/2023

  I am rejecting this response because: I already filled out the reasons why I rejected this response. I did reply last time and and you closed the case. Again. The company **** when they said it was clearly stated that discount codes could not be used on the model. No where did it say that. the code was on an advertisement that relaxacare put on ********. the salesperson was pushy and called me direct when I did not complete the sale immediately the first time. That model was what we were looking for so why would I even consider other models? I paid in full on Jan 3/2023 and the company took until February 6 to refuse to ship the product until the discount was paid back. Why did they wait 6 weeks after taking my money? They said they would call and discuss the issue, they never did. I emailed them several times and NO reply. I phoned on February 9th/2023 and again they refused to ship until I paid the 10% discount PLUS taxes. I reluctantly agreed if they shipped the sauna that day. Jason assured me that would be done, it was not. The following Monday it was not shipped I had a tracking number that said sitting at warehouse waiting for pick up. I emailed them, no reply. I waited again and no pick up at the warehouse. I contacted BBB to make a complaint. A week later **** transport sent me an email saying my item was picked up and will take awhile before it gets to BC let alone my place. I recently received an update on tracking saying it was in Vancouver. So now it's been 2 months and I haven't received my item yet. relaxacare gave me the discount and waited 6 weeks to take it away ( a ploy for me to buy it) The company has a reputation for bad customer service, not communicating with the customer aggressively using sales tactics to get you to buy. **** ** ***** ****** ****** ** *** *** ******** **** *** **** **** ************** This has been too long to wait for something I paid for 2 months ago. I still don't know when I will receive it and what condition it will be in. 

  I am asking that my 10% plus taxes be given back to me and if this sauna is damaged, not working has any issues that they refund me completely and take it back at their cost.

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

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a chair from Relaxacare and it was delivered in February. There was a broken part and I contacted the company on February 20th, 2022 and they said they would order and send it to me. It still has not come and I have followed up with them multiple times and they are not responding.

  Business response

  07/11/2022

  We have received warranty information on our website on November 6th 2022 and texting our company to resolve something doesn’t fit our policies. We had advised this person multiple times to fill out a warranty doc on our website to get our techs involved and refused to do this 

   

   

  Customer response

  07/11/2022

  
  I am rejecting this response because: I had contacted the business and as seen in the text communication, they did respond saying the part was in order. They had responded this way on two occasions and said nothing about filling out a warranty claim online until the third occasion which I then completed but only after they did not respond that it was necessary. Why would they have told me the part was ordered then?
  
  Sincerely,
  
  **** *******

  Business response

  08/11/2022

  You can reject the response or accept it but this is how we conduct ourselves. It’s silly to think a customer can text a business and expect results. We have formats, policies and systems in place for a reason. We literally received your request to fix your chair 3 days ago, texting a number doesn’t work and never will. This needs to be taken down before we proceed with warranty as this makes no sense. Do you text ****** for issues too?

  Customer response

  09/11/2022

  I am rejecting this response because:
  Their response makes no sense. If the process was to go fill out the form in the first place, why didn’t they tell me that and not confirm that they ordered it. * ***** **** ** ********* **** ***** *** **** ** ** ****. Based on the interactions I don’t trust this issue will be resolved otherwise. 

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

  Customer response

  22/11/2022

  In regards to this complaint. I finally received the part for my chair yesterday so this complaint is now resolved. Thank you so much for your help in this matter, your involvement lead to a resolution.
  
  **** *******

• Initial Complaint

  30/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used ****** to protect my purchase and when I got zero response on delivery from the company they responded with a holiday as an excuse then offered free upgrade after dispute of charges with ******. Absolutely the worst customer service, it was my fault for reading their website declaration of delivery and when that date passed the excuses started. Run away and find reliable option

  Business response

  04/10/2022

  Ryan,

  Unfortunately Covid has slowed the entire process of shipping and delays exist. Not just with us but all companies. Our website does indicate “7-20 business days” if you look at our shipping terms it also mentions that we cannot actually guarantee times due to us relying on carriers to pick up products etc. you say our customer service isn’t very good but we have responded to every email and even attempted at a free upgrade which you declined. You wanted a refund and we did that. We don’t know what else we could of done to serve you.

   

   

• Initial Complaint

  25/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, I thought I was purchasing a plug and play, 4 season hot tub. I talked to the person ; Ryan. He assured me the soft sided hot tub was a 4 season hot tub. I asked several times, he assured me, even went and chatted with one of his co workers that had the same tub. The co worker said he used his in the winter. I said great, purchased it. Once the purchase was complete , I asked why the tub was so inexpensive, he said because they have been in business for a long time and have lots of suppliers. It took almost 3 weeks to have the product delivered. Once I received it I took the manual out and read that this hot tub can not be used below 4 degrees Celsius. I contacted the company immediately. Ryan answered the call and remembered our conversation. He told me to send my contact information, which I did. I heard nothing from this company for a couple of days. I sent an email stating that the hot tub was not a 4 season hot tub and I wanted my money back and they could send their delivery company to come and pick up the hot tub. In the first email I did state I wanted this resolved ASAP, if not I would contact you, BBB. I received a response, more or less telling me that I was in the wrong, I didn't like the tub and that they would take it back for 30 percent plus delivery amount. I sent them a copy of the manufacturers response saying this tub can't be in weather above 4 degrees C. This says to me it's not a 4 season hot tub. I did say if I wanted a 3 season ho5 tub I would have gone to Canadian tire and bought one for 500.00 ( theirs was 1700.00). They came back and said that I was just not happy with the tub and they were not liable for not liking a hot tub. After I sent the manufacturer's info, they agreed that any inflatable hot tub is not for winter use. They also said the manufacturer said that if a person wanted it for winter use they could buy a warming mat? That does not say to me that it is a 4 season plug and play hot tub. ********* ******* 

  Business response

  26/07/2022

  This customer bought an inflatable hot tub and didnt like it. we told her in writing that she can return it back to us and must pay for the shipping back. This clearly is written in our terms and conditions plus right on our product page. We have made the entire process easy for this customer however all steps given to her have been refused. If the customer wants to return the item they may do so but at their cost. If the item is defective we would replace it at our cost.
  We have over 10 emails indicating this to her and now has filed a complaint against us for our terms and conditions which should not be processed by the BBB.

  Customer response

  26/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi, I want a 4 season inflatable hot tub. I was told several times by the salesperson Ryan, that it was a 4 season hot tub. He even went to one of his co-workers that has one, and asked if he used it in the winter. This coworker said yes, uses it in all types of weather. I received the hot tub, looked at the manual, and it clearly states not to use it in weather below 4C. I want my money back, I want them to pick up their hot tub. Why should I be penalized for their error.
  *********

  Business response

  27/07/2022

  Hello
  Our ad does not state this and it is also not fair that you determine what " 4 seasons" is. 4 degrees and working would be 4 seasons, you being in Alberta doesn't allow the manufacturer to change their manual for specific locations. Regardless, we have over 20,000 orders and like all other existing valued customers, if they do not like the item , they must return it. Clearly this is something you do not like and as per our terms and conditions you must return it back to us at your discretion. If the item is broken we would fix it but " This doesnt work for me" items the customer must pay for the return back. You enter into a legal binding contract with us and agree to our terms when making a purchase with us. The terms are on our main page and on the product page. Our product page doesnt list that this hot tub is " 4 seasons" however in clear writing it states our policies about our returns and cancelled items. We have indicated this to you over the phone and on multiple emails, your complaint with the BBB is invalid as we provided you with the right information and you are trying to now get out of our conditions. We sell on **** **** ******* ******* and other platforms *** **** *** **** *** **** ********** ** *** ******** ****** ** ****** ** **** ** **. regardless if you do or do not like this issue, its a statement we made clear from the very beginning when making a purchase with us. This statement was written to you via email and still complained to the BBB. Is this an issue about our terms or using the BBB to get out of paying for the return postage to our office?

*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. ↩