ComplaintsforMassagechairstore.com

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an infinity massage chair from mattress firm with a 5 year warranty. I called to make a claim because the zipper is defective and doesnt hold the entire head piece of the chair up. Infinity emailed me and said I was covered and they would order the part. Then someone else emailed the parts not available. I emailed them back on what they would do to fix it and they have ignored email and phone call helping me fix the chair and honor the warranty. I talked to mattress firm they said theres nothing they can do on their end, theres no communication and Im still making payments on this $6000 purchase, I need help the chair is a year old and they promised to fix it and its been 2 months.

  Business response

  07/18/2024

  Hello, 

  We are working on a solution for this customer.  This customer placed an order through one of our vendors who broke the zipper at the time of delivery, and we were helping the vendor with sending the replacement piece but unfortunately it is not in stock.  Our management is working with the vendor to figure out a solution.  I am hoping we have an answer by tomorrow. 

  Thank you, 

  Crystal 

  Customer response

  07/24/2024

   
  Complaint: 21940588
  
  I do not accept the business's response as a resolution to my complaint because: its been 5 days and no follow up response to what can be done even though the email said the next day, and I didnt want my case closing because I havent responded to the email I recieved. Is there additional info, we are over 2 months from when I was told they were gonna fix my chair. 
  
  Sincerely,
  
  *************************

  Business response

  07/26/2024

  Hello, 

  After speaking with management and not receiving a response from Mattress Firm.  We will be moving forward with a full replacement for this customer.  Our tech support has left ******* a message to go over the whole process. I truly do apologize for the delay with this situation. 

  Thank you, 

  Crystal 

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a massage chair late Nov22. Did a lot of research and convinced by Rick that the chair I purchased would be perfect for me. Part of sale was a free extended warranty and white glove delivery service. Chair was delivered and white glove service took all packaging. Chair makes a loud sound when a valve opens and closes, called assuming they would send service tech to look at since it’s new and under warranty. Company won’t send a service rep because they insist it’s normal. I have had several people with chairs of their own say it’s loud and It’s not normal. I have gone to numerous massage chair displays and stores and found no chair that makes a noise like my chair does. Sales rep said my only option is to trade in or return the chair. Find out their marketed easy return policy requires returns to be in original packaging. First of all the white glove service provided with the purchase toll all the packaging. Secondly, is it reasonable for customers to save and keep all the packaging and large boxes just in case it needs to be returned. Requiring original packaging is unreasonable and not a fair business practice. Especially when company white glove service takes all packaging on delivery. I just wanted someone to look at the chair and fix the noise, company refuses to send out a service tech for the new chair and I can’t return the chair for a refund to purchase another chair.

  Business response

  01/19/2023

  This gentlemen's repair issue has been resolved.  We have been in contact with the customer.  A Technician has fully repaired his chair and it is working as it should.

  Customer response

  01/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So this company said there is a 100 percent refund policy within 100 days if you return the chair. I even talked to Richard through the site and he said 100 percent return fee if you don't like the chair. So I go to return it they said oh you have to pay for shipping of 500 plus pay 500 more to return shipping since we can't eat that cost. Also the white glove set up for 400 I have to eat too they said. 1400 already gone if I return it out of 4300 that I paid. So sure as crap doesn't look like 100 percent money back can't offer than they change your mind when I wanna return it. I'm not loosing 1400 for nothing don't have a return policy of 100 percent if your not sticking with this. I WANT ALL 4300 BACK that I paid foe the chair. Also the guy  said there was 12 features on the chair and there is only 9. The chair ***** ans said it was better than the mall chairs. This chair ***** as it doesn't even press hard on my back at all its garbage. Reason why I wannt return it. I was going to look into another one but im not loosing 1400 and then buy another one from the company. I demand 4300 back.

  Business response

  05/03/2022

  Hello,

  We have been transparent with this customer during this entire transaction. Per our Massage Chair Store return policy, the customer is entitled to a full refund of the product less the cost of their return freight. Attached is a PDF of said return policy, which is also outlined on our website (see the link below). In regard to refunding the cost of the White Glove Assembly - because that is an additional service performed by a 3rd party it is a non-recoverable cost and is not refunded to the customer in the event of a return; MassageChairStore.com is only obligated to refund the cost of the product less the return freight as outlined in our return policy. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  https://massagechairstore.com/return-policy/

  Customer response

  05/03/2022

  
  Complaint: 1713****
  
  I am rejecting this response because:

  They said through messages that I would received 100 percent refund and didn't tell me anything about a minus white glove and minus shipping cost of 1400 total I wouldn't received back if I returned it. I would have never baught the chair if I would have known that. They told me through messenger yes full refund if I am disappointed with chair. Now that they made there sell by lying to me they say oh 100 percent refund minus the 1400 u won't get back. Doesn't work that way, they lied to get me to buy it. They know if they would have said when talking to them if its not 100 percent refund its only 60 percent I wouldn't have baught it. They lied and told me 100 percent if returned in 100 days if not satisfied. Never once told me about costing 1400 to return it if I didn't like it. 
  
  Sincerely,
  
  **** *******

  Business response

  05/04/2022

  Attached are the transcripts from chat logs between our sales team and the customer, from prior to the purchase to his inquiry about our return process. As you will see, at no point in any of these conversations between our team and Mr. ******* was he ever told anything outside of what our return policy is - in fact, when he directly asked what our return policy is after voicing his dissatisfaction with the item, our sales team simply provided him the link to the return policy page on MassageChairStore.com for him to review, and at no point thereafter did Mr. ******* object to what we have to assume he read on our webpage. 

  Customer response

  05/04/2022

  
  Complaint: 1713****
  
  I am rejecting this response because:

  It even says in his messages you can return in 100 days if not satisfied and doesn't say one thing about minus the shipping cost etc. Also i also asked if I get a 100 percent returned and he answered yes kinda funny how that disappeared in the conversation. Anything to make it look like your not at fault. You probably should have delayed the parts where I say 100 day return and you said yes 100 day return but failed to mention minus shipping cost still on your to make me aware of that. Nice try. 

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

  Business response

  05/05/2022

  I have attached, again, a copy of our return policy, specifically highlighting where it says "Customer is responsible for return shipping charges." I've also provided the link to the Return Policy page on MassageCharirStore.com, which was shown to Mr. ******* in the chat logs I'd previously provided, which says the same thing. This has always been the return policy for MassageChairStore.com, and Mr. ******* was provided the direct link during one of his multiple chats with our sales team and given ample opportunity to read and understand it fully. If he'd had any questions or objections to our policy prior to facilitating his return he had every right, at that time, to voice them.

   

  https://massagechairstore.com/return-policy/

   

*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. ↩