ComplaintsforReal Relax
Orthopedic Chairs
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Complaint Details
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Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased real relax massage chair on December 22, 2023 for $1,343.92 US dollars.In early June just 6 months of owning and only under 10 uses. The chair stopped working. We performed troubleshoot as instructed on Amazon where chair was purchased and chair still not working. Initial manufacture contact on June 25th via email. After 2 days I was told to take a video. I explained theres no power at all. I was told to use a new outlet. So I did and still no power. Then I was instructed to go into the motherboard of the chair. I was instructed to take a screwdriver, open panel and examine a fuse. Then I was instructed to replace fuse. Which I did and still no power. Then I was told to purchase new fuse and replace- which I did and still no power. And now they are asking me to take video again like I dont have a case already open. Warranty expires in December and they are delaying repair furthermore its under warranty and Ive had to purchase screwdriver and new fuse and still have no power to this chair purchased less than a year ago.Business response
07/30/2024
Hi ******
Hope this mail finds you well
Pls don't worry we will solve the problem for you.
My colleague *** did send power cord to you for replacement. tracking number:9944939830 DHL
You will receive it soon. hope that new cord would solve the problem for you. pls update me after you replace the new power cord.
Thx
*****
RealRelax Service
Website: *************************************
email:*************************************Customer response
08/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the cord installed and the chair is working again.thank you
Initial Complaint
07/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered item via Amazon and it was delivered on 06/19/24.Since that date I have made multiple calls to Real Relax **************** & left multiple voice mails for a technichian named ****** (whose out going message promises a response within 24 hours) who has to date failed to call me back.The **************** agents are unable to answer even simple questions regarding the operation of their product and instead transfer me to their technician ****** - even after being told that I have already left at least 10 voice mails for him.On 07/01 I was eventually given an email address to contact their technical ***** Somewhat unprofessionally, it was a gmail account. However I sent an email to it with several questions. I received a response showing pages of their instruction manual - which I responded to telling them I already had this but it did not answer my specifc questions. That was on 07/02 and again I heard nothing back from them. So on 07/12 I called Customer Servive again and spoke to *****. I explained the situation and requested to be connected to a manager. She transferred me to ******'s voice mail again! I called back and spoke to ***** again, requesting again to speak with a manager. She put me on hold for 20 mins and then advised me a lead (also called ****** - but when questioned advised it was not the technician) would call me back as soon as he finished the call he was currently on. This was at 2.24pm MST on 07/12. Please note that their user manual does not fully address my questions - eg it states "In automatic modes intestity and strength cannot be adjusted. If you would like to adjust intestity and strength please select an area". I explained on the phone that nothing was happening when I did this. Attached are copies of email exchanges. This was an expensive ******** have been denied full use of it due to their unprofessionalism. I expect to be financially compensated for this inconvenience, receive an apology & have my questions answered.Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a massage chair that was intended to be a BRAND NEW massage chair from Real Relax website. To my greatest dismay, they sent a massage chair with the box all torn, scratches all over and missing remote. From the appearance, the functionality is in doubt and it poses to be a liability if I accept. I contacted Real Relax, they informed me that it was a refurbished chair was never my intention to buy. Please resolve.Initial Complaint
11/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased he massaged chair on 1 Nov 23. Since its arrival there's been issues with chair such as air bags not fully inflating, knotting in the left foot massage unit when in use. I've discussed these issue with there team and sent them everything they requested but they stopped responding on 11/11/23. I called the main line on hope to restart communication but but customer service just hung up. I'm not looking to return the chair. I just want it working properlyInitial Complaint
11/22/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased a Favor 6. It was advertised as being a 3D massage chair and having a Thai stretch feature. It was false advertising. It is just a 2D chair being sold as a 3D. I reached out to the company and they told me to pound sand. I would like some kind of resolution to this issue.Initial Complaint
10/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Massage chair purchased through Amazon and delivered late December 2022. After 6 months, chair stopped working. I immediately contacted their customer service department, twice, and was finally referred to their tech team. Over the next 4 months of back and forth, round and round, photos and videos submitted as requested, several times, offers made and not honored, with no luck fixing the chair, I was informed rather rudely that, if I insisted on returning the chair, I would have to repack it in the original box (ridiculous), send a photo and they would arrange transport. Needless to say, we no longer had the original box and when I stressed that fact to their customer service, they offered the option of wrapping it securely in bubble wrap, submit a photo and they would arrange transport. We accepted that offer, wrapped the chair and submitted a photo, only to once again be told that, if I insisted on returning the chair, I would have to repack it in the original box. So now, we are out over $1800 and are stuck with a non-working large massage chair that this company basically refused to honor the warranty on and basically refused to help resolve the issue and that we will now have to dispose of ourselves. We are beyond frustrated and don't know where to turn for help, since we really did not get any from the company itself. Also, I have hard copies of all the emails received and sent, if that helps at all.Initial Complaint
10/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have bought this Real Relax massage chair from Amazon on 07/12/2023, The Heating feature is not working, I did check it until now because of the hotter temperatures outside, so I contacted to RealRelax customer service( email communications are attached), first of all I call several times and never got any response back. The company wants to me to access motherboard and disconnect cable, which is not accessible. This Chair has 1 year of warranty. Now finally company offering and $50 and forget about it. and this is not acceptable, I would like to repair or replace this chair. OR 100% refund.Initial Complaint
10/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased on 12/14/22 and shortly after within 30 days chair already having issue. After email conversation they sent me a motherboard and I had to install it. Then again in may-june issue again. Now I have been waiting since then and they still haven't fixed the chair. I have emailed several times and now they are ignoring me. I would like to just get a full refund and they can pick up the chair.Initial Complaint
09/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
After 2+ months of unhelpful conversations with support, it's very clear they have NO INTENTION OF HONORING THE MANUFACTURERS WARRANTY. The chair randomly stopped turning on and they refuse to replace it. They sent over a new motherboard and instructed me how to replace the previous one. After replacing it, the chair is still not turning on and they stopped responding.Initial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought the chair, before warranty was up the remote broke..Company will not return calls or emails to my complaints Company says they sold me a model and they cannot locate a remote...so since I can't use my massage chair without the remote I should receive some compensation since this happened under warranty. This company lies and they sell expensive chairs knowing that they cannot get you replacement parts Delivery was August 11th *********************************** August 7th I have all the emails to prove Company will not return emails or calls. Bad business owners who should make it right some how with me.Thank you!
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Customer Complaints Summary
23 total complaints in the last 3 years.
13 complaints closed in the last 12 months.