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Business Profile

Orthopedic Chairs

Real Relax

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Chairs.

Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/09/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Massage chair quit working in about a month. Sent me a new motherboard that didn't work after a dozen emails. Now no response even after offering to pay for parts.

  • Initial Complaint

    Date:06/29/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Received a Real Relax treadmill from my grandmother as a gift just before her passing, it was missing a remote. After the funeral i was unable to find the order number so i was like “okay ill pay out of pocket for a replacement “ HAHA NOPE. I have been ignored for weeks, finally they respond and ask for my address and tell me to call some phone number to place the order. But the number given to me just directed me to buy a life alert?? Im 25 i dont need a life alert, i want to PAY out of my pocket for a replacement remote so i can use the last gift my grandmother ever gave me. Customer service here is a joke. I had to respond to MY last email from 3 days ago with a “HELLO????” And wow immediate response (this when i was given the life alert code) So now these people have my address and im so uncomfortable with it cuz WHO ARE THESE PEOPLE??

  • Initial Complaint

    Date:06/29/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My wife surprised me for fathers day with a massage chair which was so thoughtful since I've had so many health issues over the last 3 years. We received the chair and the foot roller wasn't working. I look underneath and there's frayed wires sticking out from the bottom of the chair which could be a fire hazard. I contacted the company either the same day or next day asking how do I go about returning the chair and at the time I was going to upgrade and pay the difference to go into a better model. I got a response back asking to send pictures and asking for my order number. i've emailed pictures, and gave them the information they needed. I still haven't heard back 3 days later. you can't call in the number just goes to voice mail bc they're busy "assisting other customers." i've left my phone number and haven't received a call back. I want to cancel my order completely and want a full refund without having to pay the shipping or the 20% restocking on a chair that I received that was damaged and no longer want to do business with a company that lacks the capability to handle customer inquiries. I can only imagine the headache if I had a warranty concern. I want someone to get in contact with me and I want this chair out of my house and I would like my money back. Thank you

  • Initial Complaint

    Date:05/29/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction: 3/8/23. Massage chair $811.98. Sales Order Id: ***************. ordered at Walmart.com. Real Relax committed to provide a working heat/massage chair. The product was defective upon receipt and I have been TRYING to get a REFUND since. Given I am not a consumer who regularly returns products, this experience is VERY AWFUL and I hope people come here first to read these reviews before dealing with this company. I have been communicating with various people at Real Relax/******************m since March. I wanted to give the product a chance. Requests made of me: "viko here are the pictures of the motherboard you requested. this will make the 4th time i have sent the same pictures" "Have you tried unplugging the heating wire connectors and plugging it back in tightly?" "You can use a multimeter to test whether there is voltage on the heating wires and then send us the picture of the test results." "do you still keep the original box?" "open the power box to check the heat connector" "tell us packing size...send one picture for us as reference (I sent 2) Then we can purchase the mathed side return label for you." "Have you checked the motherboard connector of heat function regards to our suggestion? we can refund $120 back for you as discount after question is sloved." " send us box size like :40*26*18 in" "And if the weight of 2 boxes of chair is nearly: 120lbs, it is over our package weight we sent to you before." (the total product weight of the boxes is 168LBS per the website. (I don't have a scale that can weigh bits of a massage chair, who does?) NOW TODAY 5/28/23 "you said you haven't the origional package box , now have you found the package box? If convenience, maybe you can show some picrtures after you repack to us as reference." I again sent the 2 pictures and let them know i will be disputing this transaction. given the numerous unfavorable BBB complaints here will do my utmost to see if criminal/fraudulent charges can be filed.

  • Initial Complaint

    Date:01/14/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This order is fraudulent. One: the chair wasn't supposed to ship until Jan 20 (screenshot attached). That is what my email says. If that's the case, then what did I get? Two: I received an email with the tracking number ************. Then I get an email with TWO tracking numbers: ************ AND ************. Why did I get two tracking numbers? Is there going to be two boxes? I was not sent an email about this chair being in two separate boxes. Three: I emailed to cancel this order 7 minutes after I purchased the chair. That was Sunday Jan 9. It took Wednesday Jan 11 for someone to reply that the chair had already been shipped. It could’ve been stopped on Monday when the label was printed. Again, bad business etiquette and a fraudulent order. It should’ve been canceled and the delivery should’ve been canceled on your end. It should not take the customer to go through all of this and deal with FedEx. I paid $789.99 for this fraudulent chair that was supposed to be pre-sale and shipped Jan 20.

    Customer Answer

    Date: 02/09/2023

    Please close the case since the company finally responded and have me the refund back.

  • Initial Complaint

    Date:12/12/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered one of their products on *********com. Real Relax was listed as the seller and the company to fulfill the order. The price of the massage chair was mislabeled due to an internal Real Relax employee mistake. So I purchased at a steep discount. ***-**** fulfilled my order and showed it was being prepared. 3 Days later I received a message from RR asking me to cancel my order due to a mistake in pricing and they could not fulfill the order. I responded that their mistake is should not cause a negative impact to me as a customer. I requested the ship the order ASAP as I had paid the asking price on their site. They refused to do so and contacted me 3 more times via email and once by phone. Today, in conjunction with the help from ***-Mart, I'm sure, my order was cancelled and my money returned. I just wanted the product at the advertised price. This is a classic case of false advertising.

  • Initial Complaint

    Date:09/02/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    8/2/22 Ordered a massage chair Real Relax 2022 Favor-03 ADV Massage chair brown Chair was too small for my husband and the touch screen was scratched up on the power button. The chair worked but every once in a while you would have to touch the power button multiple times to get the chair to turn on. I called and said I wanted to return it and exchange it for a larger chair. They said I had to pay shipping because the chair was not defective. At the time I did not mention anything about the power button. I was told I would have to pay to ship it back and it would cost me between $200-$300 but they would credit me $100 towards the new chair. I went to drop it off at UPS, it ended up costing $611 to ship it back. I was pretty upset. They should know how much it cost to ship their product back and the UPS worker said that it would have NEVER cost $200-$300. I contacted them, via email with pictures of the receipt from UPS. I asked that they split the shipping with me and I told them about the touch screen. Since then I received a very rude email, basically blaming me. I called twice and was told I would get a return email or call with 24hrs. I received no email or call. Today they returned my email by saying since I chose to ship it myself instead of using their shipping label it is my problem. I was never offered an option to use their shipping label. They have never addressed the scratched touch screen. They lie and are dishonest.

  • Initial Complaint

    Date:06/03/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have the realrelax chair for several months. The second broken one with broken rollers only the feet work. Hilda requested videos and photos. We sent them. Others requested the same we sent them. Never anything done. They are just spinning wheels with us. It’s a 2000.00 chair. We are in our 70’s and bought this chair to feel good. It helps, but not when it’s broken after 3 weeks. The chair is past the Amazon warranty and it has one year warranty. They don’t help. They should not be able to do this to customers. I am fed up. I just want a new chair or a tech out here now. Hopefully the need to know and that’s why I’m in touch with you. Thank you ***** ******* ********************* **** ***** *** ******* ******* ********** *** *******. Cell

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