ComplaintsforMassage Chair Max, Inc.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a massage chair through Amazon. For some reason the order could not be filled in time. I received a call from an employee of this company who encouraged me to cancel the Amazon order and to order directly from them. Since the Amazon order included white glove service, I was told it would be included and for an extra incentive, they would send me a free shoulder massager. When I called to confirm the order would be honored in such a way, the employee told me that nobody would tell me such a thing and that I was not telling the truth. I asked to speak to the manager and I was told that she was the manager. I then asked for her name and she refused to provide it. She then told me that I could hang up if I like. I called back to speak to a different employee and I was sent to voicemail. After repeated attempts, I was able to get through. A different employee, named ***** answered, but refused to provide the name of the manager. She agreed to transfer my and sent me to a voicemail again. I called once again and was met with hostility and disrespect. The manager spoke over me and told me that she was going to cancel my order and hung up in my face. Mind you, they have a hold on my card for over $4,000 and I was simply calling to confirm my order fulfillment. I would like a resolution to my issue and my money to be refunded.

  

  Business response

  04/18/2024

  This customer called corporate and was upset about an order he had cancelled on Amazon. 

  We tried to help this customer the best we could. We even offered him free White glove service valued at $300. We also sent him a heated neck and shoulder massager valued at $150.

  This customer continued to be disrespectful and irate to both of our staff members. This customer still accepted every gift and still wrote a bad review.  We here at massage chair max do not condone any disrespect or rude behavior to our staff. Neither do we allow customers to use words that are unacceptable towards them. This customer continued to call all day and harass our staff members. He also threatened them, which again we do not allow. 

  This customer still purchased the ********************** and accepted all of our free gifts. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase chair in March. I had to call and find where and when it was to be delivered st the holding. Had to pay for slinding glass door to be taken out to get it in. That was fine. But now they want me to wrap it and set outside. Before sending me a new one. The chair has not worked since I got it. They sent 2 different tech to work on it and could not fix it. Now they say my refund time is ended how could it end when it never worked. I would have to pay someone twice to take sliding glass door down to get new one and they will not reburst me for the money. I had to change my schedule to be here for techs. ******* has been very rude. I deserve a refund and they will not let me talk to management and they will not call me back. Please help this been so wrong. THANK YOU

  

  Business response

  07/06/2023

   

  To Whom this may concern,

  *********************** purchased a MD906 ***************** massage chair March 20,2023 directly from our Amazon site 

  On April 14,2023 She called wanting to start a claim. 
  She stated her chair had no air pressure, neither in the footrest, back, or armrest. 

  We proceeded to take her information so that she may speak with our head technician. 

  After speaking with the technician, he advised us to send a motherboard and air pump to this customer, and also arrange a handyman to repair her chair with no cost to her.

  All extra parts were shipped and a local tech was sent to repair her chair on April 28,2023. Appointment was scheduled between the tech and customer. 

  Unfortunately the tech could not repair the chair , or find the source of the problem.

  We informed the customer that this case is special, and that we would give her a solution the following day.   

  To express our apology, we will also sent a free massage gun to the customer as a gift.

  The following week we sent a new part and a new handyman to repair her chair. ********************** lives in a rather remote location, so it was very difficult to find a handyman that worked on products like ours.

  Once we did, we sent him out to repair. To know avail, the chair could not be repaired. We offered several times to send a brand new chair with no cost to her at all. She has refused every time. She Would like us to find someone to remove her glass doors in order to pick up the chair. Because of liability issues we can not send anyone to remove glass doors. She will need to find someone to remove them on her own accord. After she has the chair ready for pickup we will gladly send a carrier to retrieve the chair and send her a brand new chair. 

  Customer began acting very irate and using very inappropriate words towards our staff. We still handled her with kindness and we are still offering to send her a new chair. But unfortunately she will need to remove her glass doors. 

   

   

  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/28-12/6 I ordered a massage chair online from massagechairmax.com, for $1799 plus free shipping. The company emailed me aftewards and asked me for information for shipping. They said they couldn't deliver it inside. I said, that's fine, they just need to deliver it to my door step at my condo. I told them it was down a small flight of stairs and to put it on the porch. The company then told me they couldn't take it up or downstairs - which in and of itself is a problem, because then they can't deliver it anywhere. They said I would need to get white glove service. I said, no. Just have the delivery people call me and I'll arrange it. Instead of doing this, they told me they can't deliver on weekends or after 5, refusing to just have the delivery people contact me. Then they said they could not get a hold of me at my contact number, but I never received a call, or at least not a message from the company. They tried to charge me $300 for white glove service after I asked them to honor their free shipping. Likewise, despite their websites price match guarantee, as I pointed out, not only do they have an advertisement currently for free white glove service, but the website itself says white glove service is $28. Either way, I asked them to put me in contact again with someone who could deliver to me, because the *** clearly could do nothing. Instead they just cancelled the order, refusing to honor their contractual obligations, or even put me in contact with someone who could.

  

  Business response

  12/09/2021

  Hi,

  I have attached the email correspondence between this customer and our company. 

   

  We have a third party deliver our chairs to our customers and do not have the ability to change their policies. The carriers are not able to go inside our customers homes or up and down steps. The product is delivered by one person and they do not have the ability to carry products that are 265 LBS alone. The product also needs to be accepted by the buyer for delivery. Like many companies the carriers are not open on the weekends. This is all explained on our website. We also contact customers before delivery to insure that this is OK with them.

  This customer was not happy with the carrier delivering above the steps to his home. We offered a service with additional people delivering the chair to this customer to provide the help needed. Understandably, he was not interested i paying an additional fee and was under the impression that this was offered as a free service to our customers. We have a sale for a different chair that does include this service, not the chair that was purchased by this customer. This was explained to the customer. 

  The carrier requires the customer to be home for the delivery. They are not able to deliver the chair if no one is home to accept it. The customer was not able to be home when the carriers are open. 

  We did not have the ability to make this customer happy. After trying to contact the customer multiple times and sending many emails we decided that we would need to cancel the order. The customer was given a full refund.

  We did not go back on any contract or negate any information listed on our website. If there is any more information needed please let me know.

   

  Thank you for your time.

   

  Massage Chair Max

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