ComplaintsforMassage Chair Heaven

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase on 08/24/2023 of a Luraco i9 massage chair for $12,141.00 which was advertised with a 30 day 100% money back guarantee. After 20 days we decided the chair did not meet our expectations and requested a return. At that point we were informed of a 15% restocking fee which that information was in fine print at the bottom of a page several paragraphs from the money back portion. After inquiring of which chairs they offer without a restocking fee, there aren't any. To offer a 30 day trial with 100% money back guarantee but to not sell any chairs that fit within that offer is misleading to consumers. We have been refunded a portion($10069.85) but not the full amount like advertised. Our current balance owed to us is $2071.15

  

  Business response

  10/02/2023

  To who it may concern 

  
  The customer placed an order with us on August 24 for his massage chair. A few days later, he contacted us, telling us to hurry up because our time frame was **** days for delivery, and it was getting close. A few days after delivery, the customer contacted us asking us to refund him $500 because the manufacturer had a sale of $500 OFF during Labor Day, and he had purchased it before. However, at the time of purchase, he received a $1349 discount, which was more than double what the manufacturer offered during Labor Day. We explained that to him, and he understood. A few days later, the customer requested to return his **********************. When asked if there was anything wrong with the chair, he said nothing wrong. When asked why he returned it, he mentioned it didn't work for his wife. Since this is our first return on that specific chair, we offered the customer an option to have the manufacturer's engineering department connect to the chair via Wi-Fi and adjust the settings to his liking. This exceptional service costs $750, but the manufacturer offered to do it at no cost. However, the customer refused and insisted on a return. Once again, we asked if there was anything else we could offer, like an exchange for a different unit to avoid the hassle of returning a 300 lbs massage chair. Once again, the customer refused and insisted on the return.
  We explained that we would start the return process and send an email explaining the process and the fees involved. When the customer received the email stating the 15% restocking fee, he asked where the policy indicated. We pointed him to the return policy, which says, "No Restocking Fees* (Some Restrictions Apply)??Flat Fee of $250 for return shipping." if you scroll to the end and read the asterisks, it states the different restocking fees for the various manufacturers. He claims our policy is misleading. However, we carry some smaller products that don't have any restocking fee that applies, and we have some manufacturers that don't allow any returns at all. This is also stated on our return policy for everyone to see. We are available via phone at ************* for any customer with questions about our return policy. We encourage any customer to contact us before buying regarding our return policy. We recommended he check other dealers' policies so that he could see that we are the cheapest one when it comes to returns. Restocking and shipping fees are an industry standard. Some dealers charge a 30% restocking fee, and others don't even allow returns and only do exchanges. Regarding the chair he ordered, we paid about $1600 in shipping charges plus the restocking fee charged to dealers. Trust me, we don't like to set these fees for our customers, but we are a small family business with one store in *******, which is why we tried to work with him on either adjusting this chair or finding another unit that would have worked better for his family needs. 
  
  

  

  Business response

  10/03/2023

  Hi team!!! The customer seems to think that the $2071.15 is money that we kept. But that money that was used to pay some of fees like the shipping to him and the return shipping from him. Also, there's the transaction fee charged by ******, plus the transaction and restocking fee charged by the manufacturer. We do not charge these fees to keep money from the customer, we charge the fees to cover some of the fees charged to us. 

  Customer response

  10/03/2023

   
  Complaint: 20686522
  
  I am rejecting this response because:
  The business advertising states 100% money back if within 30 days but does not sell a chair that qualifies for that refund. 
  Sincerely,
  
  *************************

  

  Business response

  10/03/2023

  Hi there! Our policy clearly states ( Restrictions Apply)**. We sell more than just massage chairs and some of our products don't have any fees, while the heavier ones do and those are clearly stated on our refund policy. See attached files for reference. 

  Customer response

  10/03/2023

   
  Complaint: 20686522
  
  I am rejecting this response because: Company should clearly state that the 100% money back does not apply to any message chairs
  
  Sincerely,
  
  *************************

  Customer response

  10/06/2023

  Thank you for your purchase on 08-24-2023!
  Hi ****, we're getting your order ready to be shipped. We will notify you when it has been sent.
  
  View your order
  or Visit our store
  Order summary
  Luraco i9 Max **** in *** Medical Massage Chair  1
  Standard Edition / Cream
  SAVE10 (-$1,349.00) $13,490.00
  $12,141.00
  
  Subtotal $12,141.00
  Shipping $0.00
  Taxes $0.00
  Total $12,141.00 USD
  You saved $1,349.00
  Customer information
  Shipping address
  *************************
  ********************
  ****** ** 81321
  ************* Billing address
  *************************
  ********************
  ****** ** 81321
  *************
  Order #T2866

  Customer response

  10/06/2023

  We have a 30-Day, Unconditional, Money-Back Guarantee from the delivery date for all our massage chairs. We'll pay back 100% of the price you paid for the massage chair* (some restrictions apply), minus the flat fee of $250 for the return shipping charges. We want to make returns easy for you.

  Customer response

  10/06/2023

  My complaint is that they advertise 100% money back on massage chairs but do not sell any chairs that qualify for that offer.

  

  Business response

  10/12/2023

  Hello!
  You can find our Refund and Exchange Policy at the bottom of our website. It's available for viewing both before and after making a purchase, and is also displayed during the checkout process, in compliance with the law. 
  Within this policy, we highlight which manufacturers levy a restocking fee and which ones do not permit returns.
  
  You can see our return policy here :

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

  Customer response

  10/12/2023

   
  Complaint: 20686522
  
  I am rejecting this response because: They do not offer any massage chair that they advertise a 100% money back guarantee for. Ad is misleading.
  
  Sincerely,
  
  *************************

  

  Business response

  10/16/2023

  The customer's requested refund isn't funds we retain out of desire. We don't receive reimbursements for that money from the Manufacturer, Freighters, or PayPal, as these fees are non-refundable to us. Consequently, our refund policy explicitly mentions a restocking fee corresponding to each manufacturer.

  Customer response

  10/18/2023

   
  Complaint: 20686522
  
  I am rejecting this response because: As stated multiple times, company does not offer any chairs that qualify for the 100% money back they advertise and should not advertise as such.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incident occurred March 11, 2022 I'm seeking: - The company, Massage Chair Heaven (or their contractor) pick up the unassembled chair from my house AND - The entire purchase $7689.07 price refunded/credit agreement dissolved with $0 balance AND - No assessment of a 20% "restocking fee" due to false advertisement and "White Glove Delivery" negligence AND - No negative credit report information I called Massage Chair Heaven, within an hour after the (two) delivery drivers left my house, to ask for another assembly team or to have the chair picked up and returned. I am not confident the drivers didn't damage the chair while trying to figure out how to assemble it. For an hour they pushed and pulled and dropped screws on the floor saying they couldn't get it aligned. They were struggling, not able to align the side piece and kept looking at the manual. I asked if they knew how to get it done and they said No. The owner was extremely rude and said I would have to pay a 20% restocking fee and I should not expect that $250 for White Glove Delivery & Installation (from the receipt) meant that the drivers knew how to put it together. He said it was a new model and that delivery drivers don't know how to assemble the chairs. I never expected such treatment and at this price point. He was dismissive. I never would have purchased a chair that weighs 350 lbs to assemble. I am a disabled combat veteran and the reason I needed to buy the chair because of back, neck and other injuries. This is totally unacceptable. The chair is an eyesore sitting in my living room. I do not want anyone else to go through this type of treatment, especially another veteran. Thank you, ********** *****r Iraq/Afghanistan Veteran

  

  Business response

  03/17/2022

  Good Afternoon,

  We sincerely apologize for the inconvenience caused by the White Glove team on not being able to complete the task at hand. Our team delivered and attempted to install the customer’s chair, but the customer demanded our team leave the premises before completing the job.

  The team spent about an hour to set up this chair, and they only needed to put the side panels together to complete the service; however, the customer advised that it was taking too long and had our team depart from her home – leaving the chair there.
  
  Our team informed her that we could send another team on 3/14 to finish it up ASAP. She notated accordingly on the POD as well. When our DFW dispatcher later contacted the customer to follow up and confirm, the customer seemed irate and used profane language regarding the situation. There was also a misunderstanding in regards to the purpose of the White Glove company and we have apologized to customer Kimberlynn Hunter and she was fully refunded back to her Affirm account. It was not our intention to be rude to the customer and we apologize if that was the impression.

  The product has been picked up and she was fully refunded back to her Affirm account.

  Customer response

  03/17/2022

  
  Complaint: 16885503
  
  I am rejecting this response because:

  The business is not being forthright about their stance on the drivers not knowing how to assemble the chairs. The local delivery team also said the same that they didn't know how to assemble the chairs.

  I do not want another customer to be mislead about their purchase, so this is for information's sake.

  The only reason I asked the drivers to leave is because I didn't want them to damage the chair because it was taking an hour to try to line up wires and put one side panel on. I was listening to them go over the same point of not being able to align one side panel. They said they didn't know how because it was a new model and I was not in a time constraint as I work from home.

  I was contacted by the manufacturer and he stated that there are videos provided to the companies to learn how to assemble. He was helpful and offered to purchase from them directly. 

  I will purchase the same chair from another business. This complaint was nothing I planned or wanted to do. The business owner seemed to threaten me with restocking fees. I was refunded today.

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

  

  Business response

  03/18/2022

  Hello there!!

   

  It is stated on our shipping policy that the White Glove team are not massage chair installation experts but a furniture assembly team. I have a attached a screenshot from our Shipping Policy for reference. 

*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. ↩