ComplaintsforHuman Touch, LLC

• 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

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Human Touch Foot and Calf massager and the vibration function failed after about 16 months. When I was talking to ***** (would not give last name) in Customer Service he informed that I had been using the unit improperly by tipping the unit back too far (see screen shots attached) I was trying to keep my size 13 feet in the pockets. There was nothing in the owners manual at that time that cautioned the user to not tip any further than the attached arm allowed. Now that it has been explained to me I feel that they should replace the unit. Human Touch REFLEX SOL P/N ****************************** I have talked with Customer Service, emailed Customer Service and chatted online with Customer Service they maintain that the unit is out of warranty and they will not repair or replace the unit. I feel that the Operators Manual did not have any warning about tipping unit back further. I feel that they should repair or replace the unit.

  Business response

  06/07/2022

  Hello *************************
  
  Thank you for your insightful comments.
  We're sorry that the product didn't meet your expectations. We take great pride in what we do, and we hope that it helps each of our clients achieve their goals. We apologize if you were not able to have this experience.
  We understand why you wanted to return the product in the first place, given your circumstances. However, due to a technical issue, your 1 first unit was replaced. The replacement unit was delivered, but the warranty period has already passed.
  The second unit in question was a refurbished unit purchased from a third party; refurbished units are not covered by Human Touch's warranty. We understand your need for a working machine, which is why you were given a 10% discount.
  
  Kind regards,
  Customer Experience
  **********************
  

  Business response

  06/07/2022

  Good day, **************************
  
  Thank you for your thoughtful observations.
  
  We apologize if the product did not live up to your expectations. We are very proud of what we do, and we hope that it will assist each of our clients in achieving their objectives. We regret that you were unable to participate in this activity.
  
  Given your circumstances, we understand why you wanted to return the product in the first place. Your 1st unit, however, was replaced due to a technical issue. Although the replacement unit was delivered, the warranty period had expired.
  
  The second unit in question was a refurbished unit purchased from a third party; Human Touch's warranty does not cover refurbished units. We recognize the importance of having a working machine, which is why you were given a 10% discount.
  
  Human Touch
  Customer Experience
  

  Customer response

  06/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You are incorrect in the purchase of the units. I purchased the first unit as a refurbished unit from Amazon. When that failed I contacted Amazon and they replaced it with a brand new unit through Human Touch. Now that I have learned from ***** in Human Touch **************** that we have been using it incorrectly but there was no caution in the manual about tipping the unit back any further than bail allowed I still feel that it should be replaced, at this point we would accept another refurbished unit.

  Business response

  06/28/2022

  Business Response /* (1000, 7, 2022/06/07) */ Good day, *************. Thank you for your thoughtful observations. We apologize if the product did not live up to your expectations. We are very proud of what we do, and we hope that it will assist each of our clients in achieving their objectives. We regret that you were unable to participate in this activity. Given your circumstances, we understand why you wanted to return the product in the first place. Your 1st unit, however, was replaced due to a technical issue. Although the replacement unit was delivered, the warranty period had expired. The second unit in question was a refurbished unit purchased from a third party; Human Touch's warranty does not cover refurbished units. We recognize the importance of having a working machine, which is why you were given a 10% discount. Human Touch Customer Experience Consumer Response /* (3000, 9, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are incorrect in the purchase of the units. I purchased the first unit as a refurbished unit from Amazon. When that failed I contacted Amazon and they replaced it with a brand new unit through Human Touch. Now that I have learned from ***** in Human Touch Customer Service that we have been using it incorrectly but there was no caution in the manual about tipping the unit back any further than bail allowed I still feel that it should be replaced, at this point we would accept another refurbished unit.

  Business response

  03/21/2023

  We are writing to express my deepest sympathy and offer my sincere apologies for any disappointment or inconvenience that we may have caused you. We understand how important it is to provide reliable and high-quality service, and we are truly sorry for letting you down.
  We want to thank you for taking the time to share your concerns with us. Your feedback is invaluable to us, and it allows us to identify areas where we can improve our performance. We take your feedback seriously, and we are working diligently to ensure that we provide the best possible service to our customers.
  Please know that we value your business and want to make things right. We are committed to resolving this issue and are taking all necessary steps to improve our performance. We hope that you will give us another chance to show you the high level of service that we are capable of providing.
  Once again, we apologize for any inconvenience that we may have caused you, and we want to thank you for your understanding and patience.If you have any questions or concerns, please do not hesitate to contact us.

  Customer response

  03/21/2023

   
  Complaint: 19306175
  
  I am rejecting this response because:
  The company has not said that they will replace the defective unit 
  Sincerely,
  
  *************************

   

  Business response

  03/28/2023

  Thank you for contacting us about your Human Touch Foot and Calf Massager.

  We're sorry to hear that the vibration function stopped working after only 16 months of use. However, after reviewing your case and the provided screenshots, we regret to notify you that the unit's failure was caused by incorrect use.

  
  As our customer support representative ***** stated, tipping the unit back too far can cause internal component damage, which can lead to a failure. While we recognize that there was no particular caution in the owner's manual at the time, the device was never sold in any way other than what was exhibited or written.

  
  We apologize for any trouble this has caused, but we are unable to replace or repair the equipment for free because it is no longer under warranty and the damage was caused by inappropriate use. We understand your dissatisfaction, but we hope you can see our side of the story. As previously said, we would be delighted to obtain a brand new device at a 15% discount.

  
  Please do not hesitate to contact us if you have any further questions or issues. We respect your business and appreciate your patience.
  Best wishes,

  Customer response

  04/11/2023

   
  Complaint: 19306175
  
  I am rejecting this response because: Human touch did not provide instructions for use of the machine
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  03/16/2022 We purchased a Human Touch HT- chair new in 2010-2013 We paid $***** for this chair through Costco in store. It was sold as Leather, it is clearly bonded leather as it is flaking everywhere and looks awful. I called Human Touch and spoke with someone in their office and was told there is nothing they have to offer to help with this defect. They told me to call a local upholstery company to see about repair. There was nothing else they could offer to me to fix the chair. The charge for this when I got quotes is in the thousands. Also we would need to get this thing transported to be repaired. There is no way my husband and myself could move this chair based on its weight. I would like a better response than contact a furniture repair company to see if they can fix. This should not have happened to begin with. I see others have reached out with the same issue. The mechanics of the chair work but the "leather" was not leather.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/05/19) */ Dear *************, We would like to extend our heartfelt apologies on behalf of Human Touch for the state that you have described for your chair. We are aware that you relied on us to give a robotic solution to aid you, and we profoundly apologize that we were unable to live up to the high expectations that you had for Human Touch. This issue is being taken very seriously by us. After it was brought to our attention by your claim, we immediately began taking the necessary steps to examine this matter. We are grateful for your assertion, since providing satisfactory service to customers is not just an objective but also a commitment. We have assembled a team from within our company to conduct more research on your claim.

  Business response

  05/19/2022

  Dear *************************,
  
  We would like to extend our heartfelt apologies on behalf of Human Touch for the state that you have described for your chair.
  
  We are aware that you relied on ** to give a robotic solution to aid you, and we profoundly apologize that we were unable to live up to the high expectations that you had for Human Touch.
  This issue is being taken very seriously by us. After it was brought to our attention by your claim, we immediately began taking the necessary steps to examine this matter.
  
  We are grateful for your assertion, since providing satisfactory service to customers is not just an objective but also a commitment. We have assembled a team from within our company to conduct more research on your claim.
  

  Customer response

  06/02/2022

  I see my case has been closed? What response was sent to me? Was it by mail? Email? I have not received anything. Can someone please advise what I'm missing?
  

  Business response

  03/21/2023

  We are writing to express my deepest sympathy and offer my sincere apologies for any disappointment or inconvenience that we may have caused you. We understand how important it is to provide reliable and high-quality service, and we are truly sorry for letting you down.
  We want to thank you for taking the time to share your concerns with us. Your feedback is invaluable to us, and it allows us to identify areas where we can improve our performance. We take your feedback seriously, and we are working diligently to ensure that we provide the best possible service to our customers.
  Please know that we value your business and want to make things right. We are committed to resolving this issue and are taking all necessary steps to improve our performance. We hope that you will give us another chance to show you the high level of service that we are capable of providing.
  Once again, we apologize for any inconvenience that we may have caused you, and we want to thank you for your understanding and patience.If you have any questions or concerns, please do not hesitate to contact us.

  Customer response

  03/31/2023

   
  Complaint: 19305779
  
  I am rejecting this response because: I never hear back from them? and my case was closed? why? I did not close. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Human Touch ************************ on 3/5/22. The chair was delivered on 3/24/22. One of the main selling points for the chair was the ************ connectivity with their Virtual Therapist. This feature was advertised with signs and a video. The chair delivery on 3/24/22 didn't include the necessary hardware bridge to enable the ************ interface, I had to fill out a form to get this hardware sent free of charge, which I did. Upon receiving the hardware, I attempted to setup the feature on my************* account only to discover that the Human Touch skill is no longer available. I contacted Human Touch online and received the following response on 4/25/22 - Thank you for contacting Human Touch. At this time the skill is being updated and certified by ****** before they make it available again on their end. They expect to have this available within 2-3 weeks but that is dependent upon their certification and posting back onto their site and it may take longer. I responded back saying this is not what I purchased, I purchased a massage chair with the Virtual Therapist feature using ****** *****. I requested they take back the chair and provide me a full refund. My sales guy called me to explain it's not their fault for some reason. I told him I wasn't concerned with who's fault it is, they sold me a product that doesn't have the advertised feature and I wanted a refund. He asked if I would be willing to wait two weeks for the feature to be made available. I said yes, as long as they provided in writing that if the feature wasn't available after the two weeks I would be given a full refund, they said no. I told him I would file a complaint and issue a chargeback on my credit card for false advertising.

  Business response

  03/21/2023

  We are writing to express my deepest sympathy and offer my sincere apologies for any disappointment or inconvenience that we may have caused you. We understand how important it is to provide reliable and high-quality service, and we are truly sorry for letting you down.
  We want to thank you for taking the time to share your concerns with us. Your feedback is invaluable to us, and it allows us to identify areas where we can improve our performance. We take your feedback seriously, and we are working diligently to ensure that we provide the best possible service to our customers.
  Please know that we value your business and want to make things right. We are committed to resolving this issue and are taking all necessary steps to improve our performance. We hope that you will give us another chance to show you the high level of service that we are capable of providing.
  Once again, we apologize for any inconvenience that we may have caused you, and we want to thank you for your understanding and patience.If you have any questions or concerns, please do not hesitate to contact us.

  Customer response

  03/21/2023

   
  Complaint: 19305511
  
  I am rejecting this response because:

  It's a form letter that doesn't address a single concern raised.

  
  Sincerely,
  
  *************************

  Business response

  03/28/2023

  Thank you for bringing this matter to our attention. We are sorry to hear that you are experiencing difficulties with the ************************* feature on your Human Touch Super Novo massage chair. We understand that this feature was one of the main selling points for you, and we appreciate your frustration at not being able to use it as advertised.
  We want to assure you that we take your concerns very seriously and we are committed to resolving this issue for you as quickly as possible. We have investigated the matter and have found that the Human Touch skill was indeed updated and certified by Amazon. Unfortunately, this process took longer than expected, and we apologize for any inconvenience this has caused.

  
  We want to offer you a solution to this problem.

  
  Please look at the following(copy and paste:

  **********************************************************************************************************

  
  The above link will supply you with 2 forms of assistance with the setup. Just make sure your WIFI is set to 2.4Ghz.

  
  We value your business and appreciate your patience and understanding in this matter. Please feel free to contact us if you have any further questions or concerns.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a massage chair (paid $**** ) on Jan. 6 2022 but still didn't receive it. I called like 50 times to discuss the situation and all I received was liars. They even scheduled a couple of times for the delivery but they never showed. It wasted us a full day to waiting for the delivery.

  Business response

  05/23/2022

  Business Response /* (****, 5, 2022/04/20) */ Ms. ****** **** Regrettably, we have to inform you that your order was delayed for a reason out of our control. The delay was caused by our outsourced logistics team's truck being unable to run. Human Touch understands the importance of every order placed by our clients. With a high percentage of on-time delivery, we may declare that this is not our usual business practice. Are you prepared to forgive us? It is not in our nature to let a customer down; we value long-term relationships. Finally, you sought a complete refund, which our finance department handled. On behalf of the whole Human Touch team, we are truly sorry for what transpired. Consumer Response /* (3000, 7, 2022/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) You hold our $**** for 4 months. The delay might be out of you control but the three times you lied and deliberately kept us waiting at home was deliberate and malicious. In addition your director called me maliciously and told me not to contact you and refused to refund me causing me great harm, not to mention the time I wasted on this matter. I demand a minimum of $**** for my time and emotional distress. Business Response /* (4000, 9, 2022/05/03) */ Ms. ****** **** Once again, we appreciate your contacting us regarding this matter. Human Touch will not compensate you because you already requested a refund, which we granted. We understand your displeasure, however we promptly responded on your request for a full refund. Please check your refund with "Square" (the banking service you used to purchase the chair), since we have no influence over them about refunds. Thank you for your time. Human Touch

• Initial Complaint

  03/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Human Touch HT-**** new in 2011. We paid $**** for this chair. It was sold as Leather, it is clearly bonded leather as it is flaking everywhere and looks awful. I called Human Touch and spoke with someone in their office and was told there is nothing they have to offer to help with this defect. They told me to call a local upholstery company to see about repair and would not assist with the cost. The minimum charge for this when I got quotes is $**** and they can't pick it up due to the weight so I would need to pay a moving company $300 to deliver and $300 to bring back. I am would like an improved resolution from Human Touch.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/24) */ We are saddened by the "peeling issue" you are having on behalf of Human Touch. We also know that the chair has provided you with 11 years of relaxation and happiness. We appreciate your patience as we continue to explore this matter. We want to deliver you with the option to get your chair fixed at a significant discount. If you'd like to discuss the problem further, our customer experience staff is here to help. Please do not hesitate to contact us and let us know how we can help.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a Super Novo Massage Chair on 9/12/21. I am extremely disappointed in Human Touch Customer Service and the quality of products shipped. - I had 3 (yes 3) damaged chairs delivered to my house. The damage to these chairs were not from shipping as the shipping box was in perfect condition. The damage was from Human Touch neglect in creating and packaging quality merchandise. I refused delivery for all three chairs. A product that is $****** should not arrive damaged, let alone 3 times. - The customer service at Human Touch was also not at the $*** level. When I called Human Touch when the 3rd chair arrived damaged, I asked what my options were. 1) send a new chair (sorry, I am not receiving a 4th chair as odds are it will be damaged) 2) Human Touch would snail mail through the post office a form. Then I was to schedule a local repair person for them to fill out the form and send the form back to Human Touch to figure out next steps. This procedure would have taken me weeks just to figure out what the next steps are and not even have it fixed. Plus a company that has a high tech massage chair should be able to email me the form, but when asked they said they can only snail mail through the post office. I asked for a manager to call me back as both the options were not acceptable. Months later, still no call from management. I was livid that no one at Human Touch took my order seriously and didn't call me back as this whole order has been a mess from day one. I then canceled my order as I do not have the confidence that Human Touch could send me a good working chair. And even if the chair was in good working order at delivery, the service of the chair was a nightmare. For a $*** chair, this is not how you treat customers. I am so frustrated and disappointed in the way Human Touch dealt with me as a customer. Human Touch has put me and my family under a lot of stress with all the deliveries, phone calls and emails. I had to take off work 3 times for delivery.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/23) */ Hello **** Thank you for choosing Human Touch for robotic massage chair needs. We know you have a lot of options to choose from, and we appreciate you choosing us. We are deeply committed to providing exceptional customer service every day, which is why it is so difficult for us to send this correspondence to you. We apologize for not delivering that satisfactory service you greatly deserved. While there were factors beyond our control, we will take full responsibility as processing and expediting robotic massage chairs in a timely manner is challenging. Though we can not take away the pain and frustrations caused, we are deeply apologetic for the chain of events. Customer Experience 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. ↩