ComplaintsforHuman Touch, LLC

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered by H363137**3238313831H staff LO Consumer&#**;s wife purchased a massage chair for him for Christmas but it has never worked properly. The business sent out a repair person in February 2024 but they were unable to repair the chair.

  Business response

  04/19/2024

  Dear Mr. and **************************,

  Thank you for reaching out to the Better Business Bureau. We appreciate your time and effort in bringing your concerns to our attention. As fellow consumers, we understand the importance of seeking resolution when feeling undervalued or unfairly treated. Allow me to provide clarity on the steps we've taken to address your chair issue.
  Upon your initial phone call to Human Touch, our team acted swiftly to resolve the matter. Within just 8 hours of your contact, we had dispatched a technician to assess the situation. Not only did the technician evaluate the issue promptly, but they also alerted us to any potential concerns. Upon receiving their findings, we immediately ordered the necessary parts to address the problem.

  Regarding the request for a new chair, our policy states that replacements are provided within 30 days of receipt. As your chair has been in your possession for longer than that period, we are committed to repairing it promptly. Our team has already expedited the required parts to you, and you should expect to receive them shortly. Once received, a technician will be scheduled to restore your chair to its optimal condition.

  We apologize for any inconvenience this process may cause. Please be assured that we are diligently working to resolve the issue according to our records. While we cannot control technician scheduling, we are doing everything possible to expedite the repair process.
  Thank you for your patience and understanding.

  Kind Regards,

  Human Touch 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a HumanTouch Novo massage chair a few years ago for anmost $6k! and the main mechanism stoped working a few months ago. I contacted HumanTouch in December for repair service, and I paid almost $800 for both parts and labor. However, turns out that the part they shipped over was broken through the shipment per technician, as the issue still existed after the part is replaced. I contacted HumanTouch again regarding the issue, they refused to resolve and told me my massage chair already reached its end of life, i either give up not repair or buy another part with 10% discount! Excuse me!? They sent me a broken part in the first place, why now asked me to pay again for their broken product?

  Business response

  02/25/2024

  Hello ****

  Thank you for reaching out to the Better Business Bureau to share your experience and concerns regarding the handling of your case. It truly saddens us to learn that you felt compelled to take this step in order to seek resolution for your matter. We understand the frustration and disappointment you may be feeling, and we genuinely want to address your concerns.
  We want to clarify some points regarding the handling of your case. While it's true that you provided us with the necessary information over the phone to diagnose the issue and we supplied the required part, we acknowledge that the situation did not resolve itself as expected. Consequently, our team continued to provide you with technical support in the hopes of finding a satisfactory resolution.

  
  Throughout our correspondence, our team members have endeavored to assist you promptly, often responding within 24 to ********************************************** resolving the matter. However, we understand that your recent post suggests otherwise, stating that Human Touch has refused to offer any form of resolution. We want to assure you that not only did we offer resolution, but there is also a resolution currently in place, as evidenced by the email correspondence between one of our team members and yourself.

  
  At Human Touch, we are deeply committed to providing top-quality products, engineering, manufacturing, and, most importantly, service to our valued customers. While we acknowledge that we may not be perfect, we are dedicated to supporting our customers and being here for you as we continue our relationship. Your feedback is invaluable to us, and we appreciate the correspondence you have provided to our team member. Please know that we remain committed to providing ongoing support as long as you reach out to us.

  
  Thank you for your patience and understanding as we work to address your concerns and ensure your satisfaction.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Human Touch I-Joy *****. The material is not leather, like promised. This item gets shipped, therefore you don't know the material you end up with. I have tried going to ************************************************** to help solve my problem. I was directed back to the ************** number that when you call it you get, "sorry, we can not complete your call at this time" Since I can not get a hold of Human Touch with their 800 number, I am putting in a complaint here, BBB. This fake leather, which I was told was real leather, is peeling and looks horrible. I emailed a couple of upholstery places, sent them some pictures and was told this material is very cheap and should never have been put on a massage chair. I now want Human Touch to pay to have my chair re-upholstered to real leather like I was originally promised. You can see, the chair is kept in great condition, minus the cheap material. I still have the tag on it, which you can see on the right ********.

  Business response

  05/08/2023

   We are writing this letter to express our sincerest apologies for the issues you have faced with your iJoy **** massage chair. We understand how frustrating and inconvenient it can be to have a product that does not meet your expectations.
  Please know that we take customer satisfaction very seriously and are deeply sorry for any inconvenience or discomfort you have experienced as a result of this situation.
  We value your loyalty and appreciate your patience and understanding during this time. We want to reassure you that we will do everything we can to regain your trust and confidence in our products.
  We have an amazing offer that we would like to extend to you! As we have exhausted all possible avenues to solve the issue with your current iJoy **** massage chair, we would like to replace it with a brand-new chair. Even though your current chair is out of warranty, we want to offer you an exclusive 25% discount on two of our top models - the Whole Body 7.1/8.0 or ********* model, both of which provide the same vigorous massage that you love.And that's not all! We're also throwing in a free White ***** delivery service to make things even more convenient for you.
  This is an incredible opportunity for you to upgrade to one of our premium massage chairs at an unbeatable price. We are eager to accommodate you as quickly as possible, so please let us know your decision at your earliest convenience. Don't miss out on this fantastic deal - we can't wait to see you enjoying your new massage chair!

  Customer response

  05/08/2023

   
  Complaint: 19996632
  
  I am rejecting this response because: Human Touch used cheap material that did not last. I explained to Human Touch when they called, that I loved this chair. It was vigourous, a low rider and *********** in my home.  I would like Human Touch to reupholster this chair and not use cheap material.  I do not want to spend another $2000-$5000 on a massage chair.  That is not a good solution
  
  Sincerely,
  
  *****************************

  Business response

  05/11/2023

  Thank you for reaching out to us regarding the reupholstering of your chair. We genuinely appreciate your interest in our services and value your patronage.
  
  However, we would like to offer you an alternative solution.As a gesture of our appreciation for your loyalty, we would be more than happy to extend a generous discount towards the purchase of a new chair from our selection. Our collection features a wide range of chairs that are not only aesthetically pleasing but also offer optimal comfort and durability. We believe this would be a great opportunity for you to upgrade your seating arrangement.
  
  Please visit our store or browse our online catalog to explore the options available. Should you require any assistance or have specific preferences, our knowledgeable staff will be delighted to guide you through the selection process and help you find a chair that meets your requirements.
  
  Once again, we sincerely apologize for any inconvenience caused by our inability to reupholster your chair. We remain committed to providing you with excellent customer service and hope that this alternative offer will be of interest to you. We genuinely appreciate your understanding and continued support.
  
  Should you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you in any way we can.
  
  Thank you for choosing us as your trusted furniture provider, and we look forward to serving you in the future.
  
  Warm regards,

  Human Touch 

  Customer response

  05/11/2023

   
  Complaint: 19996632
  
  I am rejecting this response because: Interesting that you say a generous discount, without saying the discount. As I keep repeating myself.  I do not want to spend $1000s, because Human Touch used cheap fabric.  I am asking Human Touch to re-upholster the cheap fabric in the chair I already bought.
  
  Sincerely,
  
  *****************************

  Business response

  05/15/2023

  I hope this message finds you well. I appreciate your continued feedback and understand your concerns regarding the fabric used in the chair you purchased from Human Touch. I apologize for any frustration this has caused you.

  
  Upon reviewing your request for a re-upholstery of the chair, I regret to inform you that we are unable to fulfill this particular request. Our policy only allows for replacement or repairs of defective products within a specific timeframe, and re-upholstering falls outside the scope of our warranty coverage.

  
  If you were open to discussing these alternative options, we would be more than willing to work with you to find a suitable resolution. Your satisfaction as a customer is of utmost importance to us, and we value your feedback. Please let us know if you would like to explore these alternatives.

  
  Thank you for your understanding and patience.
  Human Touch 

  Customer response

  05/15/2023

   
  Complaint: 19996632
  
  I am rejecting this response because: We can discuss, please call me
  
  Sincerely,
  
  *****************************

  Business response

  06/12/2023

  Despite Human Touch's best efforts to assist the customer with her chair, it appears that the customer's requirements do not correlate with Human Touch's business practices. For example, the consumer requests that Human Touch reupholster her chair, a service that the company does not offer.
  
  In addition, the customer claims that she endeavored to contact us to resolve this issue, but that she was unsuccessful, despite the fact that we have a documented history of communication with her.
  
  Human Touch has taken every possible measure to resolve the issue, including offering a substantial discount on the purchase of a chair of a later model, as the customer's current chair is obsolete based on our inventory.
  
  Human Touch has finally reached out to the consumer in an attempt to resolve the issue. Sadly, it is clear that the customer insists on having her demands met in complete and does not consider any other resolution satisfactory.

  We appreciate the Better Business Bureau's efforts in endeavoring to assist in resolving this issue. Human Touch has investigated and exhausted all possible options and solutions within the scope of our business practices in order to assist the customer at this juncture. We welcome any suggestions or potential solutions that the Better Business Bureau may have in order to ensure the satisfaction and happiness of our customers.

  Customer response

  06/18/2023

   
  Complaint: 19996632
  
  I am rejecting this response because: Human Touch offer is for me to buy a new Human Touch chair from them at a higher price than what I can buy it at Costco.  Human Touch used cheap materials.  I don't feel asking Human Touch to fix the poor material is out of the question.
  
  Sincerely,
  
  *****************************

  Business response

  06/20/2023

  We sincerely appreciate your contact with Human Touch, and we understand that you purchased your chair from us quite some time ago. We regret to inform you that, based on your claims, we are unable to provide further assistance apart from offering you a discount towards the purchase of another chair.

  
  If your chair was still under warranty or if you had recently made a purchase with us, we would be more than **************** various options to assist you, including the possibility of replacing the chair. Unfortunately, your chair is no longer covered by our warranty, and we regret to inform you that we have no other alternatives to offer you at this time or in the future.
  We genuinely empathize with your disappointment in the unavailability of the option you had hoped for. However, please understand that, given the circumstances, we have exhausted all possible alternatives.

  
  Once again, we want to assure you that we are willing to provide you with a replacement chair at a significantly discounted rate, should you decide to pursue that option.
  Thank you for your understanding and for taking the time to reach out to us.

  
  Kind regards,
  Human Touch

  Customer response

  06/22/2023

   
  Complaint: 19996632
  
  I am rejecting this response because: The "deal" they are giving me, I would pay less at Costco.  Every upholster stated, the material that your company uses is very cheap and should never have been used for a massage chair. Why is it my fault that you use cheap material?
  
  Sincerely,
  
  *****************************

  Business response

  06/26/2023

  Hello *****,

  Thank you once again for reaching out to us. We truly appreciate your efforts in seeking a resolution to your needs. At Human Touch, we deeply understand the importance of providing exceptional customer care and are committed to addressing your concerns to the best of our abilities.

  
  Regarding the chair in question, we want to assure you that Human Touch has made every effort to be fair in this situation. Unfortunately, the chair you are referring to is no longer available in our showroom and is well beyond its warranty period. Nevertheless, we have still made genuine attempts to assist you, despite your claims about the quality of our product, which we believe are unsubstantiated.

  
  We understand that our previous offer of a significant discount towards the purchase of a comparable chair did not meet your expectations. It's worth noting that while ****** does carry some Human Touch chair models, none of them are directly comparable to the specific model you own. However, in order to accommodate your preferences, we are willing to extend a 15% discount towards any ****** chair model you are interested in.

  
  We want to be transparent in our communication, and it is important to note that Human Touch will not be responsible for any reupholstery or alterations to your existing chair, as this falls outside our standard business practices.

  
  Once again, we sincerely appreciate your time and consideration. We are open to your decision and will do our best to assist you further based on your preferences.

  Human Touch

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Terrible ***************** I have an older model ********************** massage chair (HT-125). I am trying to locate a troubleshooting manual. Their website says to call their number but nobody answers that number, ever. The chat site person told me they will not provide trouble shooting manuals as they are "in-house" only. They will not service my chair because I am in ******. They suggested I hire an independent repair person but they will not provide the trouble shooting manual to them either. This is ridiculous that they have the ability to help a customer but refuse to. Terrible if this chair ends up in a landfill unnecessarily.

  Business response

  04/20/2023

  I'm sorry to hear that you have had a negative experience with customer experience in trying to troubleshoot your Human Touch massage chair. However, I would like to present a rebuttal of your claim that their service is terrible.
  
  Firstly, it is important to note that the Human Touch website explicitly states that they do not provide troubleshooting manuals to customers. This policy is likely in place to ensure that only qualified technicians are working on their products, as improper repairs could potentially cause harm to the user or damage the chair beyond repair. Therefore, it is not fair to expect them to make an exception for you or any other individual customer.
  
  Secondly, it is understandable that you are frustrated with not being able to find a repair person who has access to the troubleshooting manual.However, the fact that we suggested hiring an independent repair person shows that they we not completely unwilling to help you. We are simply limited in our ability to provide technical manuals to non-authorized technicians.
  
  Furthermore, the fact that Human Touch cannot service your chair in ****** is likely due to logistical or legal reasons that are beyond our control. It is not uncommon for companies to have limitations on where they can provide service, especially for older models of products.
  
  Overall, while it is unfortunate that you are having trouble getting your massage chair repaired, I do not believe that this experience necessarily indicates terrible customer service on the part of **********************. We have a policy in place for the safety of our customers and we are doing what we can to help you within those limitations.
  
  Finally,we did not see a call from you, but you did chat with a live team member who answered all of your concerns with complete candor.  We regret that you feel we have let you down,but we did our best with a chair that has been out of production for some time.Maybe we can provide you with a discount on the purchase of a new model. Please inform **, as we would be delighted to extend this offer.

• Initial Complaint

  03/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a Human Touch Massage Chair. When I bought it, my understanding in talking to the salesman who sold the chait to me was that pure leather. However, I now find that it is bonded leather. The bonded leather is peeling off...The chair now looks ugly. I need a solution regarding how to restore the chair's look. For example, is there a black spray that I can purchase and spray on to bonded leather to enable restoring its look.

  Business response

  03/13/2023

  Hello **********,

  We understand that you are dissatisfied with the quality of the massage chair you purchased and feel mislead by the salesperson who sold you the chair. But, I must advise you that applying a black spray to restore the appearance of the bonded leather is not suggested. If that is a thought

  Bonded leather is a material composed of leather and other substances. The bonded leather might fracture and peel with time, especially if it is not properly maintained.
  Instead of attempting to restore the appearance of the bonded leather, you may wish to replace it. This choice may be more expensive, but it will provide a solution that is more durable and long-lasting.
  
  Human Touch is committed to customer happiness and exceeding client expectations, therefore please contact us since we do not have a case involving this matter. We would be delighted to propose a deal.

  We await your responses...

  Kind Regards,

  Human Touch 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Novo XT2 Massage chair from ****** and opened up a line of credit with ********* which was ******'s store credit company at time of purchase. I opened the store's credit card because it provided the extended warranty for purchases made with the store's CitiBank card. The main chair roller failed to work properly from early on and continued to get worse. This was during Sars Covid19. I notified Human Touch and a repair person was sent out to diagnose the problem. I was told that Human Touch would cover the labor and I would be responsible for the parts. I contacted them few months later since I hadn't heard anything from them about my upcoming repairs. Repair tech #1 never ordered parts after his evaluation. I called Human Touch again to question the repairs and they sent out repair tech #2 to access the chair and send in his recommendation. I purchased the 2 recommended parts and I paid for shipping. The parts were installed and the chair is still inoperable, even after I spent an additional $800 and almost a year of phone calls and e-mails concerning this repair.Human Touch is telling me the manufacturer's warranty is up and CitiBank is telling me that the chair is still under warranty with the manufacturer. I finally got a letter from Assurant with CityBank requesting all sorts of documentation which I provided to them in an e-mail with attachments. I was told my repair tech #2 that the chair needed to be diagnosed "defined failure" for replacement. The replacement mechanisms that were installed made so many noises, after a few days and then the main replacement mechanism failed. I am a senior and I count on this massage chair. I would like this chair repaired, replaced or refunded at this time. I would also like to have the extra money I spent for the two replacement parts and the expensive shipping refunded. I have multiple emails to both Human Touch and *****'s store credit card company CitiBank concerning this matter.

  Business response

  03/21/2023

  We are writing to offer my sincerest apologies for the mistake we made in the warranty coverage of your NOVO. We understand how important it is to provide accurate and reliable service, and we are truly sorry for any inconvenience or frustration this may have caused you.

  
  We take full responsibility for our mistake and are working diligently to ensure that it does not happen again. We have reviewed our processes and procedures and have implemented measures to prevent similar errors from occurring in the future.

  
  Please know that we value your business and want to make things right. We are committed to providing the best possible service and want to assure you that we are taking all necessary steps to improve our performance.

  
  Once again, we are deeply sorry for any inconvenience we may have caused you. We appreciate your patience and understanding as we work to resolve this issue.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a HT-**** chair in 2018 for over $5000 and now the Main computer board has failed. I contacted Human Touch in order to purchase another board from them and the informed me that they dont carry parts for it and there is nothing they can do. This $5000 chair is now garbage. I am extremely disappointed that they don't carry parts to support what they sell.

  Business response

  01/31/2023

  Hello *****,
  We regret that we were unable to be of assistance to you. We regret that we cannot offer you a component directly due to your location in ******, however we do have an option and we provided that to you.
  
  Yesterday at 10:40am, you contacted us for assistance, and three minutes later, a member of our staff connected you with a reliable service provider who could help. You're correct that Human Touch's direct **** support is limited, however our affiliate can help:
  
  ******** Dealer:
  ***********************
  **********************
  ************************************ 4B7
  **************
  
  Please contact them so you can get assistance.
  
  Thank you for your time,
  Human Touch
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased their Message Chair through ****** in October of 2021, about 6 weeks ago, it developed a problem which was reported to the manufacturer. This item has a 5 year warranty which the company promised to send technician to the customer's house to perform the repair. However, after numerous emails and contact, there has been no action from Human Touch.Now I have a $8000 chair that does not work after just 1 year of use. The technician they work with is not trained on their products, I received a service manual in the mail for the technician to reference if they get here. This is not the type of company anyone should trust.

  Business response

  01/27/2023

  We are writing to apologize for the inconvenience caused by the unavailability of parts for your NOVO Robotic Chair. We understand how frustrating this must be for you, and we want to assure you that we are doing everything we can to resolve the issue.
  Our records indicate that your service agent has emailed you multiple times in response to your inquiries. However, the necessary parts to repair your chair are currently on backorder, as reported by your service agent. To add to the prior remark, every inquiry you have filed has received a response within 24 hours. Perhaps you have a different file for the correspondences.
  We understand the importance of having a fully functional chair and we apologize for any inconvenience this may cause. We want to assure you that we value your business, and your satisfaction is our top priority. If you have any concerns or issues, please do not hesitate to contact us and we will do our best to assist you.
  We apologize for any inconvenience this may cause, and we appreciate your patience and understanding.
  Human Touch
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a chair for my elderly mother from this website along with white glove delivery. The delivery was a disaster, and they did not construct the chair even though we paid for white glove. Also the chair was horrible quality, although it was several thousands of dollars. We returned the chair and not have been refunded for months! We have been trying to communicate with this company but they keep avoiding us. This screams fraud company to me. I will be taking them to court.

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/11/17) */ We appreciate your selection of Human Touch for your robotic massage chair needs. We recognize that you have many options, and we appreciate that you choose us. We are sincerely devoted to providing great customer service every day, which is why it is so challenging for us to send you this letter. We regret that your reimbursement was not delivered when you requested it. However, on the same day you refused your chair, we informed you that your refund will be issued upon the return of our equipment, since this is standard industry practice. You made multiple phone calls, and each time a representative explained that the shipping delay is due to your chair being transported by 18-wheeler and returned in the same manner, which takes time. Although you found this unacceptable, the logistics team we employ to handle returns explained the procedure to you. Once your return arrived, we made a mistake that caused a delay, and we sincerely apologize for that. However, we explained the error and immediately took measures to repair and resolve it. Additionally, a member of management aided you by explaining and giving evidence that the reimbursement had been submitted. We extend our sincerest apologies for the unfortunate series of events, despite the fact that we cannot undo the suffering and difficulties they have caused.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Human Touch falsely advertised on their website that the ****** Massage chair included the Sound Soothe feature. I ordered the chair based on their misrepresentation. The chair does not have this feature and the Customer Service representative is not responding to my complaint.

  Business response

  07/27/2022

  Business Response /* (1000, 14, 2022/07/27) */ We take great satisfaction in giving our utmost every day to deliver prompt and courteous service to each and every customer who calls. Your problem was not addressed appropriately, despite our best efforts to train all of our personnel on how to manage customer issues. We are truly sorry for this. We apologize for the typographical error on our website regarding the chair specifications. We promptly corrected the problem and updated the website to reflect the right information following your inquiry. We regret that you elected to have Costco collect your chair rather than enabling us to upgrade you to the next-level model. Going forward, we will take measures to prevent a recurrence of this circumstance. We appreciate your time. Human Touch

*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. ↩