ComplaintsforCozzia-USA

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ******** plan for my massage chair. I have been waiting 6 weeks for parts to have it repaired. I still have no parts and no information on my chair being ****** I have asked to have my chair ********* if they can't fix the one I have. I keep getting ******** of they will fix with no ****** ******** ******** ******** This is getting ************ A week and a half ago a manager ******** they were quickly ******** my parts to my ****** well now I feel like I'm just being lied to. Still no parts

  Business response

  07/15/2022

  Business Response /* (1000, 8, 2022/07/14) */ Parts were on backorder due to supply chain issues but parts were received and delivered to customer on *** and *** for repair Sorry for the delay but ****** shipped out the parts once received to our ********** Consumer Response /* (2000, 10, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They fixed it

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The $**** Cozzia Massage Chair was purchased at Furniture Row in Missoula Montana. It was a Christmas present from my husband. He picked the chair up on 12/23/21. It was in the original unopened box. We assembled is on 12/28/21. It worked fine for about 3 weeks, then it started making a high pitched screeching noise. We contacted (via their website) the company (Cozzia) 3 times with no response. Finally, towards the end of February, I received an email from the tech department. The representative watched the video I had sent and said that the noise was definitely "not right" and that it was the air compressor going out. He advised that the part would be shipped and that a service tech would contact me within a week or two. The part arrived on March 3rd, but the call from a service tech never happened. I sent several emails and was told that there is only one service tech for the entire state on Montana (which happens to be the 4th largest state in America). It is now April 27th. I just received a call from customer service. She advised that the only service rep was 12 hours away and it would take more several weeks. I asked he how she would feel if she bought a **** chair and could not get warranty issues resolved for a brand new chair. She admitted that she would be very upset. I told her I wanted a refund and that they could have someone pick up the char. She advised that I would have to deal with Furniture Row for the refund, but understood why we wanted the money back. The fact that both Cozzia and Furniture Row conduct business in this manner is truly appalling. They sell this product with the extended 5 year warranty knowing fully well that they can not get service on this side of the State. It is fraudulent and unethical. This info will be forwarded to Furniture Row today, along with a formal request for a full refund. If this fails to occur, we will take civil action. The $**** chair is 4 months old, used 10 times.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/02) */ I'm sorry for the late repair on your chair. The technician never received your request to repair your chair but he has scheduled your repair for this week. I will also give you an extra 3 month extended warranty for your inconvenience. Hope this helps.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are the retailer for ****** massage chairs, we did purchase a couple of massage chairs for floor model discount. One of the chairs was having a problem, I contact the company for repair but they said they no longer have parts to repair for this chair and try to get me to purchase a different chair. I have been contacted them several times but I have not received any response from the repair department until I want to contact their upper management department then I finally got an answer from them but what I got from them was no part available can't repair. I am a retailer to sell their product but I did not receive the service that they advertise how can I tell the customer about their product and customer service. Please see below what ****** company said on their website but I didn't receive the service that they adverstise ****** Concierge Service We pride ourselves on our unmatched customer experience. We promise to provide quick and painless customer service, with knowledgeable and well-trained representatives and technicians always around to help. ******* Repair Service If needed, we'll send our superhero Service *********** to your home to figure out and fix anything. If We ****** Repair It, ****** Replace It If our *********** are unable to fix your ****** we will replace it for ***** Experienced Service *********** Our *********** know our ************ recliners inside and out... literally. And they are here to help either via phone, email or they can come to you!

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/04/29) */ ******** Planet has inquired on repairing the ***** ******* chair but we reminded the dealer the chair is out of warranty and has been discontinued. We also noted there are no parts to repair the chair. ****** then offered Mattress Planet a new replacement chair at a comparable value with a 50% discount and full warranty but they declined. ****** feels this is more than a fair settlement to replace the out of warranty massage chair. ****** still stands with this offer and hopes Mattress World will reconsider.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The date of purchase of the ****** was at least 3 years ago. I am unable to locate contract. The purchase was through Tanner ************ in Riverside, **********, (XXX) XXX-XXXX). ********* present location is in Riverside, California. I have ************ with various individuals at ****** that have given promises of follow through , but fail to do so. I reached out to ****** last year, maybe February. ****** reeks with incompetent employees including management or they ************** lie for a living or all of the above.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/24) */ Unfortunately, customer does not have a receipt and we **** have to charge the customer for the parts. Therefor, the customer is out of warranty and we **** be more than happy to move forward after payment has arrived. Thank You Customer Service Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of date I have not received any **** for parts needed or a response relative to the problem. I did get a call last week from a tech that ask about numbers and clicking sounds of which they were none. A promise I **** get back with you. Their stated reason for calling was an inquiry from Tanner Chiropractic the place of purchase. It seems to me a reasonable response "we **** send a tech to the site and repair the chair." Last item, they **** proceed once I send money for what? A part that may or may not work or the tech who may or may not show up? E ******* Business Response /* (4000, 9, 2022/01/27) */ ****** has reached out to you several times by email and telephone. The information I have is (XXX) XXX-XXXX and email address is ********************** You may want to check your junk mail as well. Is this information correct? Thank you.

*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. ↩