ComplaintsforCozzia-USA

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/25/2018 I paid $6341.93 for a Sensei massage recliner at Furniture Row with a 5 year extra warranty. My chair has been repaired 3 times or more. I called them and told them that my chair quit again and had a code 2. So they sent me a replacement monitor that cost me $150.00 because they said it was out of warranty. They would not come out to fix it so I connected the new monitor and it still said code 2. So it seems they are guessing. So they sent me out another part called a mechanism pcb with instructions on how to replace it and said they were 2 far away to come to my house and would cost of mileage and a charge to fix it and they did not know if they even wanted to come that far. My email instructions were a long list of things I needed to do to fix it. I can't do all that. I am not a certified technician and I am 72 years old with a bad back!!! I called them again and they said the same thing and to call someone who could fix it. So after your warranty is out you are out of luck!!! It works out to be right at 6 years but the warranty on the chair alone had a one year so its really close. I don't use the chair continually only when needed and its always coming up broke even the mother board was replaced and also they brought me a new chair but still continues to break Cozzia is a rip off company

  Business response

  02/27/2024

  Upon review of this case, Cozzia contacted the customer on 2/27/24 in an attempt to rectify the issue. The massage chair is showing an error code of 02, and since the remote tablet that was sent did not fix the problem, we did a phone diagnosis and agreed to send 2 additional parts at no additional charge. First part we sent was the mechanism PCB. Cozzia then agreed to send another part, the main PCB, as a precaution. Both parts were free of charge. 

  Unfortunately, the 5-year parts/labor warranty period has expired when we received/opened the service request on 1/25/24. The chair was purchased on 9/25/18.

  Cozzia will continue to do everything we can to resolve any issues via phone support with the customer.

  Cozzia has provided technician options for the customer, and provided service instructions if they should choose to hire someone else. Our phone lines are open Mon - Fri, 9:00AM - 5:30PM, PST. 

  Customer response

  02/27/2024

   
  Complaint: 21330096
  
  I am rejecting this response because: he said that cozzia techs are not responsible for cozzia chairs after warranty and it would cost alot for the to come here. He said if they even will come. They were here e times and brought a new chair and it was a lemon
  
  Sincerely,
  
  *****************************

  Business response

  03/05/2024

  Based on the customer's answer, it sounds like she has been communicating with the contractor that Cozzia provided. If that is the case, then yes, there will be some mileage fees incurred. The warranty details were explained in the previous response, and we have sent parts free of charge to mitigate the out of pocket costs, however, since the warranty has expired, Cozzia will be unable to cover the labor costs on the customer's behalf. 

  In the customer's latest response, she is claiming there is a Cozzia technician within 30 minutes of ***********, which we do not have. We have advised the customer to contact said technician to replace the free parts that was sent if she wishes to do so.

  Customer response

  03/05/2024

   
  Complaint: 21330096
  
  I am rejecting this response because: they have not responded back to fix my chair from *********** and these parts are complicating all I meet is someone to fix my chair. There is no one around me to fix it send me a technician and fix my chair!!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Footrest keeps retracting all the way..show error code 31 & beeps ...have to unplug chair to lower leg to get off chair Spoke with customer service x 3.. no replacement of that color nor another...them said it was out of warranty??? No mention of options. Asked for. management #. Said he did not have it and said management was in a meeting. Spending almost $10,000 for chair should have gotten better customer service advice. It seems to me by his attitude he couldn't care who I was.

  Business response

  11/27/2023

  Good afternoon,

  As you are probably aware of now, we have located the part in question for your chair.

  We are in the process of shipping the footrest to you and we apologize for the delay in processing *********** request.

  Sincerely,

  Customer Service Manager

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This massage chair worked well for a little while until it started having problems. They would send parts what they think would work, sometimes the wrong parts. I ran out of labor warranty so has to pay for it out of pocket to be fixed by the company they recommended. Sometimes waiting months for them. But the chair kept breaking. The same parts over and over. And now they tell me its over the warranty period and they wont do anything. These are the same faulty parts breaking over and over. The back pad keeps ripping so theres obviously a design flaw since the cloth underneath isnt ripped again yet. At no point was I ever offered a replacement chair after so many repairs. And ever since they say Im over my warranty period they wont answer my emails. The photos sent are just from the most current problems. I can send all the photos from past repairs if needed.

  Business response

  10/20/2023

  **********************,

  I'm sorry you are having problems repairing your massage chair.

  After further investigation, I found the dealer you purchased the chair from was responsible for the repairs.  My understanding they missed additional repairs on your chair.  The additional parts would of repaired your chair.  I would recommend contacting the dealer and review the problem with your chair.

  You also have RSS, this company supplies ******** dealers with chairs.  You can reach out to ********** at ************ who can also help you resolve the issue with your chair.

  Cozzia is located in ***************** and we only supply our ******** branch chairs and parts.

  Thank you,

  Customer Service Manager

  Customer response

  10/22/2023

   
  Complaint: 20721617
  
  I am rejecting this response because:

  the dealer has been trying to get these repairs done just as much as I have. You are the manufacturer. Passing the buck to everyone else is bad business practice. RSS was also only a second party. It comes down to you. Own the fact that this chair is a lemon and make it right. 
  
  Sincerely,
  
  ***********************************

  Business response

  11/08/2023

  Cozzia is in the process of shipping the parts to our Canadian branch to repair your chair.

  ********** will be in touch once the parts have arrived at their warehouse.

  sincerely,

  Customer Service Manager

  Customer response

  11/08/2023

   
  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 as long as the parts I receive are correct and actually arrive. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was trying to resolve an issue with deteriorating leather on the seat of our Svago Zero-G ********* I was referred to Cozzia/*** in July. For three months I have been sending documentation and photos and proof of purchase. We finally agreed that they would send a replacement backpad and I paid $150 by ***** On 9/18/23 I received and email from Cozzia saying that it it no longer in stock! After THREE MONTHS?? I want Cozzia to find a replacement backpad somewhere in their inventory or floor samples, or to send a leather craftsman to my home to repair the chair. The chair originally cost $1,699.00; I have paid Cozzia $150.00 to repair the chairr.

  Business response

  10/02/2023

  Good afternoon,

  I have good news regarding your massage chair.  

  Cozzia was able to identify the back pad for your chair. Part is currently in transit and should arrive on 10/4.

  Sorry for the inconvenience and *** tracking number is 1za534e30350236706.

  Sincerely,

  CozziaUSA

   

   

  Customer response

  10/04/2023

   
  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 received the replacement chair pad today.

  Thank you so very much for helping me resolve this!
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Cozzia Massage Chair from Back To Life in *********, ******. I highly recommend the chair and its performance until it started breaking.We had four repairs in the months before our warranty expired. None of them worked except for short periods of time and then it would break again. The last repair request request was prior to warranty expiring and no repair occurred and of course it broke for the 5th time and now we are being told we are out of warranty. At no time after repeated repairs was a replacement chair offered to ** as the website says will happen if repairs do not solve problem. This never happened in our case.We are senior citizens on social security and the $6,500 was a big purchase for ** but worth it because of neck and back problems. We truly thought this was a reputable company who would stand behind there product but sadly it was not the case for us.I wish I could recommend the chair but the chair was never properly repaired the last year, the repairs prior to the last year lasted longer in between breaking.

  Business response

  06/07/2023

  *************,

  I understand you talked to our Tech Support Manager, *****************, and you both agreed he would ship out the part at no charge.

  Let me know if you have any further questions.

   

  Customer response

  06/09/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In august of 2021 I purchased a cozzia CZ-640 and I also purchased a warranty with the chair. The chair needs a few minor repairs I sent the invoice showing my warranty to ******************************** on January 13th 2023 and I have received no response to date I have tried to call cozzia numerous times and I can never get a person on the other line its either a voicemail (again I leave voice mails and I get no response) or its a message saying that they are closed even though I am calling within their regular business hours as stated on the voice message. For how expensive these chairs are I shouldnt have an issue trying to contact someone at cozzia or getting it repaired. I am extremely disappointed.

  Business response

  03/15/2023

  I am happy to confirm CozziaUSA has shipped out the remote holder for ***********************

  Part should be arriving on Friday 3/17.

  I apologize for the inconvenience of processing your request later than expected.

  Thank you,

  Customer Service Manager

  Customer response

  03/16/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************** will not call back to set up a repair. We are not asking for warranty repair. We would gladly pay but they will not offer the service

  Business response

  02/09/2023

  Hi there,

  We are in the middle of diagnosing the problem with the chair.  Working with customer on what parts are necessary to repair the chair.

   

  Thank you,

  Customer Service Manager

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Cozzia chair. I understand that it is out of warranty. It is not working, I contacted Cozzia and gave them the error code (this was June 2022). They said that it was a back rest issue. I was told to call Guardsman to have it repaired. Guardsman told me that they do not service Cozzia chairs so I called and emailed Cozzia to let them know and never heard back. In August, I called Cozzia again and was told that Guardsman absolutely services their chairs. I finally got Guardsman to send someone out & he had no idea what to do. I received a follow up email from Guardsman stating that I would not be charged for the visit and that they do not service Cozzia chairs. I have tried three times today to call Cozzia and no one answers the phone. I am frustrated that they continue to sell these chairs when there is no way to get them repaired! I even asked for information so that I could try to fix it myself and was told that they can't do that. Their website says that if it cannot be repaired that it will be replaced. I am willing to pay for repairs, I just want to be able to use the chair that I bought.

  Customer response

  10/10/2022

  I received a phone call from Cozzia on Sept. 30th saying that they will get this taken care of but haven't heard from them since then.

  Business response

  10/28/2022

  Please communicate with our customer service department once your friend wants the chair and they can order the parts.
  
  Sincerely,
  Customer Service Manager

  Customer response

  10/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Cozzia called me and told me I could order a part for $460 to fix my problem. I asked how they knew this would fix the chair, they said - from the detailed description and by using chairs that they have to resolve the issue. No one has looked at my chair so the only description they received was from me and I am not a technician. I asked about who would replace the part in the chair when I received it and the lady that was helping me looked for service people in my area and said that there was no one close enough to work on the chair. She said that they could send me a video and I could, try to fix the chair myself. I then asked them that if this was not the correct part and the chair still didn't work after replacing the part what would happen. I was told that they do not take returns on parts. I am not going to pay another $460 for something that *** or *** not fix the chair , especially since I will have to do the repairs myself and I am not qualified to do that. I don't understand why they continue to sell their chairs and this part of the country when there is no one to assist when something goes wrong.

  Business response

  03/17/2023

  Sorry you are having problems with your chair.

  Unfortunately, your chairs is out of warranty and Cozzia would only replace chairs that are in warranty.

  I do have another technician who may help you install your parts.

  Body Basics at ************.

  This technician should be able to help you.

  Customer Service Manager

  Customer response

  03/17/2023

   
  Complaint: 19316912
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business response

  03/29/2023

  Don't know how to respond to your comment.

  If you contact the technician we supplied you, they can install the part in question.  

  Yes, we will replace the chair if there are problems with the chair but only if the chair is under warranty in this case the chair is out of warranty.

  Customer Service Manager

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a cozzia massage chair through furniture city which included an extended warranty on 7-17-22. This chair has been attempted to be delivered 4 times. When it finally arrived the third time the boxes were missing the power cord and was unable to be assembled. They then delivered the cord and when attempting to assemble they realized it was missing 10 screws and yet again were unable to assemble. I wrote online to cozzia to send a tech out with the screws but they never responded. I then called in and spoke with them, they said they sent the screws to the store who are unwilling to help. Now I'm stuck with a $6500 chair that doesn't work and is in parts wasting apace. Cozzia should be willing to help and fix the problem but they are not. Do not buy this product as I've wasted my money for something that isn't usable..

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/30) */ I'm so sorry you are having problems with the delivery of your massage chair. I did speak to the dealer who sold you the chair and they advised me they are working with you to resolve the issue. Hopefully at this time this has taken place. Sincerely, Customer Service Manager Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken to ****** directly requesting help via the warranty i purchased. ****** did not help despite having the warranty through them. Business Response /* (4000, 9, 2022/10/11) */ I did speak to the dealer and they are trying to repair the chair. Since the payment was made through the dealer, they advised me they will handle the repair. Please contact the dealer at ************ for further help regarding your issue.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been looking at chairs at ********* (parent company ******* for about a year and I recently received an email with this offer: "Try The Lite in the comfort of your home for ** days to see how well it fits. Plus, enjoy ***** savings, FREE shipping and a FREE extended warranty."" I went onto their site to purchase the chair but was unsure how to get the discount of **** as no code was given. I sent a message via Live Chat to ask how I could take advantage of the discount. I was told by the support agent that the discount was included in the prices shown on the website and that it was usually ******* However, their price had always been listed as ****** on their website (believe me, I look at it a lot) so that would make the email offer very *********** Why would you send out an email offering **** off if you have already marked it down on the website?! In my opinion, this is false advertising.

  Business response

  08/25/2022

  Business Response /* (1000, 8, 2022/08/11) */ Dear customer thank you for bringing this misunderstanding to our attention. We at ***** pride ourselves on providing outstanding customer service but unfortunately this didn't happen in your case. Since I don't have your contact information I would appreciate it if you would be so kind as to send a follow up email to ***************** and include either your email or phone number and also note it. Attention: Director of Customer Satisfaction it will be forward to me and would be happy address your concerns personally. And hopefully we can help you get the ***** chair you want.

*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. ↩