ComplaintsforTitan Chair LLC

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Updated review 5-19-24 I bought a high-end massage chair from TITAN CHAIR LLC through Amazon.com on 9-26-2023. I typed out this review on 5-19-24. It came with a 5-year manufacturer warranty. On 4-9-24, Amazon and I contacted Titan Chair LLC. I think it is an Osaki massage chair manufacturer-owned business. To let them know that the chair was not working correctly. They said that the chair had a manufactured 5-year manufactured warranty. On 4-1-24, Titan Chair LLC. I emailed Amazon and stated that they would have the warranty team investigate and contact us. The company has emailed Amazon and I the customer, stating that they will fix the **********************. As of 4-18-24, the Titan Chair LLC. emailed Amazon and I the customer that the warranty team will contact us. As of 5-1-24, they have not contacted us with a response. I would not recommend this company to anyone. They do not stand behind their warranty. If I buy another massage chair, it will be through another company that will stand behind their warranty. This massage chair was bought on Amazons website. Amazon.com has not convinced Osaki Titan massage chair company to stand behind their warranty and repair the chair.On 5-6-24, the Osaki Titan massage chair company finally emailed me, stating that they would repair the chair. We have invested thousands of dollars in this chair, expecting a high-quality product and reliable customer service. However, the manufacturer has yet to fulfill their promise and repair the chair.Osaki Titan Chair manufacturer contacted me by phone and wanted me to remove my review of their company. They said they would give me a massage chair blanket if I removed the review, which I did not accept. I told them I just wanted my massage chair repaired.Amazon and I, the customer, started corresponding with the Osaki Titan massage chair manufacturer 36 days ago, and our massage chair has not been repaired yet. I would not recommend ***** massage chairs to anyone.

  Business response

  06/03/2024

  On behalf of Osaki Titan, I, *************************, would like to take the time to formally apologize to our customer, *************************, as we have been through a tough transition period between ticketing systems, and our customer can rest assure that while our response times have not been the best due to our transition, we will make sure that ********************** has a fully functional chair. We are currently in the midst of scheduling a certified technician to service this customer's ********************** and get it back up and running again. As of tomorrow 6/3/2024, ********************** should have a fully operational chair. Once, more I personally would like to apologize for the lack of communication that was used when dealing with this customer, but we will make sure that we can do right by not just this, but any and all customer's that are needing assistance with their massage chairs.

  Customer response

  06/03/2024

  I am rejecting this response because:   they still haven't fixed my massage to chair. "The same old song and dance we will fix your massage chair".   This company does not stand behind their warranty.

  Business response

  06/06/2024

  I'm not quite sure as to why this is getting rejected as this customer has already agreed to service being done to their chair. In addition, they are already in possession of the parts that are going to be used to service their chair once the technician is sent out to install the parts. Once more, I am not sure as to why the customer has rejected the settlement as we are already in the process of repairing the chair, but is if the customer would like a different settlement, I would be more than happy to assist this customer with reaching a different resolution if the repair so happens to not solve the issue. In any case, we have some parts heading the the customer's location due to some necessary parts not making it to the customer's location, then once they have arrived, we will make sure a certified technician makes is assigned to the customer's ticket to be reached out to for scheduling the service and installation of the parts on his chair.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order and paid in full for 3 brand new Pedicure chairs with 3 technician chairs. When the shipment arrived I did not receive two pedicure chairs and two technician chairs. Osaki Spa was called while the delivery team was still there and confirmed that there was a mistake ( being that two pedicure chairs and technician chairs were not shipped) I waited another almost two weeks for the remaining shipment. At this point I was concerned about the shipping as I run a business and had another person waiting on my previous pedicure chairs as well as my plumber no longer being available to install due to this mix up, Osaki Spa then offered $500 off of the price as well as sending an assembly person to put this together ( not plumb) just put it all together so that I may save $ on my end to make up for the mix up. Once the remaining shipment arrived, the technician chairs were not the ones I had selected and I told them that. They said they did not have the ones I wanted in stock. I asked why would they not notify me of that so that I could pick my chairs ? The ones sent were a lower grade quality and not ergonomic for what we need them for. I also screenshot the conversation I had with ***** confirming the style Technician chairs. They would not apologize or offer a discount at that time. Instead after several discussions leading no where the manager offered to send customer *********************** to help alleviate my disappointment. I again texted the manager if the following occurs I will keep this order $500 off total price Two customer *********************** sent to me And the service to put the chairs together This was all documented and she agreed. They did send 2 customer ***********************, installed but refused the agreement of $500 refunded. I immediately made another email and text regarding the quality of the chairs - the paint was immediately chipping completely down to the primer portion, they asked to send pics I did no response. I have no warranty *********** chipping more&more

  Business response

  05/13/2024

  We did make mistake on the shipment delay, however we settled it down by helping the customer find a technician to install the *********************** and agreed to compensate $500. There was a miscommunication between 2 parties cause we only helped find the technician cause the customer mentioned that her technician would not be around when she received the items. After the technician installed the chairs, the customer did not pay him so we went ahead and cover the cost. Because we covered the installation cost by ourselves, so we couldn't issue the compensation. Things were escalated and we agreed with the customer to send out 2 customer *********************** to  alleviate the customer's upset. Everything was okay until the customer reached out to us again early this year about the warranty. However, we responded to the customer that we couldn't cover it under warranty cause it's a cosmetic issue, not mechanic issue.

  Solution: We will reach out to the customer again to see how we can support her and we always have our warranty on our website.

  Warranty on our website: ***********************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this Osaki chair at a local ******* during a road show. Since it was delivered I reported several issues with it, including that the heat can not be felt (one of the reasons to purchasing the chair was due to a need for therapeutic heat) and that it had uneven rollers. Since one roller was higher than the other, it twisted my body in an unnatural way, making it unusable. ***** did nothing. Due to a medical condition I was not able to follow up more in the repair. After I followed up, and ****** called them, they finally sent a tech a few months later. The tech confirmed that the heat on those chair can not be felt, and that apparently the rollers had a bad design since after the "fix", they were still uneven (one higher than the other). ******* response afterwards was that those issues were normal.

  Business response

  03/12/2024

  Hello,

   

  We are aware of the customer's complaints regarding their previous repair.

  After looking this further with the technician, the chair was deemed repaired and working as intended.

  Our "rollers" are not suppose to be even when the chair is not being unused. They do not come with a program that communicates with the back massager to command for it to be even. They are suppose to be free floating to conform to your body, when you sit it appears they are not 100% parallel and even in length.

  We will be reaching out to the customer today, and offer a solution for their concern.

   

  Thank you,

  Service

  Customer response

  03/13/2024

  I am rejecting this response because:   The issue that the heat can not be felt or that the voice box is not responding once again were not addressed on the response.  The answer about the rollers is not accurate either.  The issue is not that they are free floating, I am aware of that and that is not the issue. The issue is that when in use one roller is higher than the other causing my body (especially neck) to twist in an unnatural way. 

  The vendor however offered to exchange my chair for one that was a previous return from someone else.  My concern is that those seem to be design defects, and chances are high that the new chair may have some or all of those same issues too.  I am still weighting my options and I will respond in the next few days if I am going to move forward with the exchange.

  Business response

  03/13/2024

  Hello,
  
  These are chairs that are returned to ** within a 30 day period.
  Because this chair was purchased on 01-21-2021. You will only qualify to receive an Open Box chair.
  These chairs are fully inspected and cleaned before being sent out to the customer. 
  
  Kind regards,
  Service

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Prior to ordering the massage chair on Nov 29 2024, I called and spoke to an enthusiastic sales rep who filled me in with details about the chair. I called back a day later to ask about the return/shipping policy just to make sure there wouldn't be any surprises. I was told that I could return the chair for a full refund if I didn't like it or it didn't fit. Since I had never tried one of these expensive chairs before, this statement eliminated the risk for me, so I decided to order it online. The chair didn't fit and was painful, so I decided to return it. I was told that I had to pay 2x shipping, once for the chair shipping to me (even though that was supposed to be "free") and once for the shipping back to them. So a $2528.99 purchase would cost $581.34 to return it!When I contacted them to explain, they denied it. They said they checked phone records and didn't find any statements. I had to further clarify the salespersons name, the dates and times of my calls, but then they said that the salesperson no longer works there and all of a sudden they couldn't find those phone records.I even offered to split the shipping cost (even though I think I'm owed the full refund), and they could've taken responsibility for what their salesperson promised, but instead they still insisted that I was "confused". The only way I can return it is if they reduce my refund by the (2x) shipping cost of $581.34. Not a great level of customer service and now reading the ******************** reviews, it all makes sense. Yes, the refund policy is on their website and yes I should've read more reviews, but I'm simply stating that when a salesperson (who represents a company) makes a statement and it leads to a sale, the company should stand behind it. The customer is always right, not "confused".

  Business response

  01/12/2024

  To whom it may concern,

  Based on our website return policy it is very clear that any returns the customer is responsible for shipping fees.  Please see the link below.  Also based on the last name we are unable to pull up their sales order.  If they could provide a sales order number we can see if there are any more records.

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

  Customer response

  01/12/2024

  I am rejecting this response because:   

  Order is OSKUS4763
  

  When you call in to make a purchase you need to be able to trust the salesperson.  What if someone orders on the phone and doesn't have internet?   On the phone I was never told to pull up the return policy on their website to confirm if what the salesperson (*****) told me was accurate.  

  I have 3 attachments:

  1)  A text from ***** that shows that i tried to order over the phone, but ***** told me I had to apply for Affirm through their website and order online.   This still doesn't negate what ***** told me about the free shipping, no cost return.

  2)  An attachment showing a reply after they said they checked the phone records and didn't find anything.   But when I gave them the exact dates, times and name (*****) they couldn't find any records because that person no longer worked there.

  3)  An attachment that shows some admission of guilt by saying that they will train their staff better and try to improve customer service.

   

  Customer response

  01/23/2024

  I'm not sure why I was sent an email because I don't see any updates from the business. I rejected their initial response and provided additional details and documents for which I have not yet heard any reply

  Customer response

  01/29/2024

  I am rejecting this response because:   

  Please see my Jan 12 response and 3 additional attachments I sent on Jan 12.  I'm waiting for company to respond to those.

  - ****
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a massage chair order on ********************************* on June 24 2023 (3 months ago), but it was never delivered to me due to "difficulty in handling the chair's weight". I was told that it was "attempted and shipped back to the warehouse" although in the whole process I have never seen the chair at my door. I reached out and requested refund on July 24 2023, but during more than 2 months back and forth with the merchant, I only received a partial refund of ******. The merchant defrauded me of ****** USD with goods I ordered online but in reality may not even exist.

  Business response

  10/02/2023

  The customer initially opted for our complimentary curbside delivery service. Subsequently, they requested an inside delivery, which incurs an additional charge that was not included in their original order. We made an attempt to accommodate their request for ******************** but unfortunately, the chair could not fit into the specific area they desired.

  
  We provide comprehensive product dimensions on our website, and it is advisable for customers to measure their intended delivery location beforehand. In this case, the customer ordered a ********************** that ultimately proved too large for their stairwell, and they expressed reservations about accepting a chair that would fit within the available space.

  
  It's important to emphasize that our return policy explicitly states a two-way shipping fee in the event of a return. Despite having the opportunity to see the product in person, the customer also requested ******************* to have it delivered up a set of stairs, which was not part of their original purchase. There is a two way shipping fee due to the return. 

  Business response

  10/02/2023

  This customer order this item with standard delivery and not white glove which is $250 additional charge which a clear option when checking out. 

  When the delivery as promised was attempted, the customer refused the delivery as he demanded it to be brought inside which is a service that was not purchased.  We attempted to make the delivery  in a timely manner as you can see on the shipping records.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Titan ********************* Chair from Amazon. It was delivered by the company Spreetail in Jan. 2021. After 2 years of normal use it mechanically stopped working. When I contacted Titan Chair LLC I was informed that Spreetail is not an authorized seller of their products and would not be covered by the warranty. They provided me with the contact information for Spreetail as well as service technicians in my area. Spreetail also denied to warranty the product saying that Titan no longer covers the chairs the Spreetail purchased. The technicians will not work on the chair unless I can provide the parts and will not guarantee any work out of warranty. I cannot even find the parts for sale to repair the chair. The chair is in "like new" condition with the exception of the mechanical failure which would be covered by the parts warranty. I feel that if Titan Chair LLC is going to sell products to Spreetail then they should either take legal action for the unauthorized sale of their products or honor the warranty on their products as they are being sold as brand new and not used or second hand. I will also be filing a complaint against Spreetail and Amazon for its service and practices.

  Business response

  09/19/2023

  I hope this message finds you well. We appreciate your reaching out to us regarding your Titan ********************* Chair purchase from Amazon, delivered by Spreetail in January 2021. We understand your concerns regarding the warranty coverage for your chair.

  
  Upon reviewing the information you provided, we regret to inform you that purchases from Spreetail are not covered under our warranty policy. Titan Chair LLC recognizes authorized sellers as the sole entities eligible for warranty coverage, and unfortunately, Spreetail does not fall under this category.

  
  If there are any notes on Spreetail's Amazon listing indicating whether the chair is or is not covered under warranty, we recommend discussing this matter directly with Amazon or Spreetail. They would be better equipped to address any discrepancies or concerns related to the sale of our products.

  
  We understand your frustration and inconvenience in this matter and apologize for any inconvenience you've experienced. We encourage you to continue working with Spreetail or explore alternative options for repairing your chair.

  Business response

  09/19/2023

  Purchase was made through spreetail, amazon and not us. 

  I hope this message finds you well. We appreciate your reaching out to us regarding your Titan ********************* Chair purchase from Amazon, delivered by Spreetail in January 2021. We understand your concerns regarding the warranty coverage for your chair.
  
  Upon reviewing the information you provided, we regret to inform you that purchases from Spreetail are not covered under our warranty policy. Titan Chair LLC recognizes authorized sellers as the sole entities eligible for warranty coverage, and unfortunately, Spreetail does not fall under this category.
  
  If there are any notes on Spreetail's Amazon listing indicating whether the chair is or is not covered under warranty, we recommend discussing this matter directly with Amazon or Spreetail. They would be better equipped to address any discrepancies or concerns related to the sale of our products.
  
  We understand your frustration and inconvenience in this matter and apologize for any inconvenience you've experienced. We encourage you to continue working with Spreetail or explore alternative options for repairing your chair.

  Business response

  09/19/2023

  Dear *************,

  We have read your complaint and the information that was provided is correct.  When purchasing from Spreetail, they are responsible for the warranty and replacement.  I see that you also had issues after 2 years of use.  The Labor warranty is for 1 year but we do offer 2 year parts after the 1 year.  Although this matter should be managed with Spreetail, we can see what part we might be able to offer depending on the problem.  If you provide us with some detail to **************************************** we can see if we can provide a part to have your chair running again.  If the part is not available, we would have to charge you for the part and you would be responsible for any labor costs.  Again this warranty should be upheld by Spreetail.  

  Best regards,

  Titan Service team

  Customer response

  09/19/2023

  I am rejecting this response because:   Titan Chairs LLC should warranty their products as long as they are purchased in new condition due to the lack of action taken on companies illegaly distributing its products causing problems for Titan's consumers.

  Business response

  09/19/2023

  After conducting a thorough review of our records, we regret to inform you that your purchase, which was made through Spreetail, does not fall under the warranty coverage provided by Titan Chair LLC. Our warranty policy exclusively extends to products purchased directly from our authorized sellers or through our official channels.

  
  Spreetail, functioning as an independent retailer, operates autonomously from Titan Chair LLC. Their procurement and distribution processes are entirely distinct from our company's operations. It's important to note that we did not handle or store your product. Upon purchase by Spreetail, all ownership and assets are vested in their possession. Consequently, we do not possess any records pertaining to your individual purchase, and no warranty registration for this product exists within our system.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Osaki 3D ***** in May of 2022. In Oct of 2022 the LCD remote control screen for ***** operations went blank. It lit up but that was it; screen was blank. I could not use any of the functions or operate the ***** at all with it. It was at this point I sent this message: ******* ****** Hello, ******* ****** I have an issue with my new *****. I purchased it in May 2022 and now my remote is blank. It lights up but nothing comes up on the screen. It is just blank. osakichair Please email *******@osakititan.com So, at the request of this response and email was sent out. I was first communicating with Brendan and he needed some proof of purchase info. Once that was all cleared up he informed me that that a remote replacement was on its way. See email thread: Hello, Although this is not an acceptable proof of purchase, I was able to find you in my system with the information provided. I've created ticket# XXXXX for your reference. You are still under warranty and will not need to purchase the replacement remote. We will be shipping this directly to you. You should receive tracking when the part ships. Regards, Brendan Well, it arrived....an old, mismatched, worn remote that didn't work because it was the wrong remote for the *****. I explained to him and sent pictures of the remote that came with the ***** and he sent out another remote. This second remote again was the wrong remote for the *****. So; another email went out complete with pictures of remote I have as compared to the ones he keeps sending me. It is confusing to me as to how anybody or any company would attempt to replace a ***** part under 100% warrenty with an old, refurbished, mismatched part? Since my last reply to you from this same email thread I have not heard anything. I am realize that it is the holiday season, so I wanted to give you more time due to people being on vacation. Can somebody communicate with me and give me an update on my current situation?

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/01/10) */ Hello, The first time we replaced this remote, the customer was upset that the remote was scuffed and not new. We resolved this by sending the customer a new remote that was not scuffed. The customer was still not satisfied as the remote we sent as it did not match the original remote. The remote looked a little different because the manufacturer made some changes and was no longer making the old version of the remote. The customer did not find this acceptable. Unfortunately, there is no way for us to get what the customer would like. The customer Did not respond to our most recent correspondence, so we have since closed the ticket. Consumer Response /* (2000, 7, 2023/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not accept their response because they are lying and trying to make themselves look good. FACT- I have a the complete email chain explaining the cord length issue and how the remotes they sent would not work for two reasons. 1-when I plugged the remote in...they remote did not work. The plug style was correct but the remotes would not actually activate or light up. Neither one. The fact that they are scruffed, used and or refurbished is just another issue. email thread below: Re: FW: Re: FW: Re: Thanks for your message From: ********@reagan.com Sent: Fri, Dec 16, 2022 at 1:31 pm To: Info ***** img-0.png (234.7 KB)IMG_0489.JPG (3.9 MB)IMG_0490.JPG (4.4 MB)- Download all Images not displayed.SHOW IMAGES ALWAYS SHOW IMAGES FROM THIS SENDER Yes, the sent one...it didn't work...I sent a picture of my remote that came with the *****....Brenden said they sent the wrong one. I explained to him that the one they sent was an old used one anyway and the one he needs to send is a new one, black with a longer cord. I even sent a picture to show the differences. The second remote that was sent to me was the exact same as the first one, only it was in better condition. That one did not work either. The plug fit but the screen and remote didn't want to turn on. I sent another picture......again showing the remote I have and two he sent me.....even showed the cord length differences. If you purchased a new car and the hood had to be replaced in it just 5 months after you got the car.....should the car company send you a hood from an older model car in the junk yard to replace it or should you get the exact matching hood for your new car? ...I believe you can see my point. I will send the picture I sent to Brenden the last time. FYI...I currently have 3 remotes and I can send the two back to you that I got as well as my original one that doesn't work anymore. All I need is a replacement that works. Regards, **** ****** Original Message From: "Info *****" <****@osakititan.com> Sent: Friday, December 16, XXXX XX:XXpm To: ********@reagan.com Subject: Re: FW: Re: FW: Re: Thanks for your message Hello, Did they send another replacement remote? What is the current issue? On Thu, Dec 15, 2022 at 10:30 PM <********@reagan.com> wrote: Hello, How do I get to a warranty manager? I would like to speak to somebody who overlooks the service department and honors warranties please. You can read the email thread below to better understand my complete frustration. All I want is a new remote for my ***** and not some worn out pos that doesn't even match. Or....you can send out a service repair person and pay them to deliver me a new replacement that matches and works this time. The service department seems to now ignore my emails. I an be contacted at XXX-XXX-XXXX or email. Regards, **** ****** Hello, Thank you for the pictures, it seems you were sent the wrong remote, we will correct this. We will be sending you the correct remote. You will receive tracking when it ships. Regards, Brendan On Fri, Dec 2, 2022 at 10:46 AM <********@reagan.com> wrote: Hello Brendan, The remote that was sent didn't work at all....I even gave it a few minutes...thought maybe there was a reset system it would have to go through...still nothing. I unplugged it and re plugged it in with no success. As you can see....an old used one was sent for this new *****....maybe the sent me somebody elses unit that was sent into to you for repair and it got mixed up with my new one. In any event.....it should be noted that the one I did get to test. has a real short cord on it and I had to test it while I had the back panel off. Also...because one of the bolts holding that panel on was on so tight...I stripped the bolt thread trying to get it out. Ended up using a screw extractor to remove it. Original Message From: "Service Department" <*******@osakititan.com> Sent: Wednesday, November 30, XXXX XX:XXpm To: ********@reagan.com Subject: Re: FW: Re: Thanks for your message That sounds good, As soon as I have this I can send you the parts. Regards, Brendan On Tue, Nov 29, 2022 at 11:00 PM <********@reagan.com> wrote: Not a problem....I will get that for you. It is really late right now...so I can do that in the morning. **** Original Message From: "Service Department" <*******@osakititan.com> Sent: Friday, November 25, XXXX X:XXpm To: ********@reagan.com Subject: Re: FW: Re: Thanks for your message Hello, I apologize but my warehouse is requesting a picture of your remote connection. Apparently, there are 2 different kinds for this ***** and they want to make sure they send out the right one. Regards, Brendan On Fri, Nov 25, 2022 at 11:33 AM Service Department <*******@osakititan.com> wrote: Hello, You fortunately do not have to send back broken parts you can dispose of it how you see fit! I do recommend taking it to an electronic recycling facility if there is one nearby but that is entirely up to you! Thank you for your patience! On Wed, Nov 23, 2022 at 6:54 PM <********@reagan.com> wrote: Hello, Wonderful, thank you very much. Did you want me to send you the other remote unit? Blessings and Happy Thanksgiving. **** ****** Original Message From: "Service Department" <*******@osakititan.com> Sent: Wednesday, November 23, XXXX X:XXpm To: ********@reagan.com Subject: Re: FW: Re: Thanks for your message Hello, Although this is not an acceptable proof of purchase, I was able to find you in my system with the information provided. I've created ticket# XXXXX for your reference. You are still under warranty and will not need to purchase the replacement remote. We will be shipping this directly to you. You should receive tracking when the part ships. Regards, Brendan On Tue, Nov 22, 2022 at 8:39 PM <********@reagan.com> wrote: Hello, I went back to my bank statements and found the date of the debit card purchase as seen below. I am hoping this will be good enough of the purchase and day of purchase. As you can see on the picture below...there are other purchases that we made in Allegan, MI ....your records should show that this ***** ordered on this day went to me in Allegan. Unless there were other orders on that same day to this small town? I highly doubt that. Original Message From: "Service Department" <*******@osakititan.com> Sent: Tuesday, November 22, XXXX X:XXpm To: ********@reagan.com Subject: Re: FW: Re: Thanks for your message Hello, Even to sell you parts I need your proof of purchase. As soon as you provide this I can sell you any parts you need. Regards, Brendan On Fri, Nov 18, 2022 at 7:37 PM <********@reagan.com> wrote: Hello again.....this is the part I need for my ***** please. It is on page 7 of this manual. Can you send me one and let me know how much I owe? Blessings, ******* McKeonb Subject: Re: Thanks for your message Hello, No....I am not looking for any free replacement. The unit was never shut off in about two months....screen just burnt out. It was my mistake and I fully expect to be paying for the control unit. The remote is for an Osaki Pro-ispace It looks like the *****. **** ****** 3606 Allegan Dam Rd Allegan, MI XXXXX XXX-XXX-XXXX Blessings, ******* ****** Original Message From: "Service Department" Sent: Monday, October 17, XXXX X:XXpm To: ********@reagan.com Subject: Re: Thanks for your message Thank you for contacting the service and warranty department! Due to heavy demand , please expect a response time to be delayed by 2-3 days time. To receive the quickest service, please make sure you include this information in your email request: Your name Phone number Address ***** model / Color When was the ***** purchased? Please attach a copy of the invoice. All service requests require a proof of purchase. What is the issue? If you have an image and/or video please attach to this email. Thank you for your patience and understanding. Best Regards, Service Department http://www.titanchair.com/ http://www.osakimassagechair.com/ 1001 W Crosby Rd Carrollton TX XXXXX XXX-XXX-XXXX extension 3 On Mon, Oct 17, 2022 at 4:15 PM <********@reagan.com> wrote: Hello, How do I go about obtaining a remote control unit for my new *****? I purchased the ***** in May and for unknown reasons the screen does not display anything. The buttons work...the only issue is the display. I read through the manual and didn't see anything that could guide me as to fixing this issue. At first I thought maybe I pressed the wrong button, then I tried unplugging the ***** and resestting everything. Nothing seemed to work. Do you have any suggest

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Requested service for my *********** II Massage chair on August 16, 2022. I was sent replacement parts for the error message 04. A Technician, recommended by Titan, came to my home and could not repair the chair with the replacement parts that were sent. I was charged $300 for this visit. The Technician spoke to the Company about the issue. A second set of replacement parts were mailed to me. The Technician came to my home a second time and still could not fix the issue. I was charged $200 for this subsequent visit. I was informed by the Company that they had sent replacement parts for a different model and that they were sending out the correct parts and that they would be responsible for the Technician fee for the third visit. Another Technician came to my home to install the supposedly correct parts. After over 4 hours, I was informed by the Technician that the chair could not be fixed and that Titan was going to contact me about a replacement chair. I was contacted by ******n on November 2, 2022. I was told that someone was going to call me about the replacement chair by the end of the week. I called on November 7, 2022 to inquire about the status. During this call, I was being asked the same questions as previously asked by ******n. I was told that the delay was because they did not know what color my chair was. I was also told that it would be another 3 weeks before I receive a replacement chair. This is unacceptable. It is now approaching 3 months and I do not have an operable chair.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got charged on shipping fee when I was not inform on the amount. The website only stated that shipping fee will be charged with a return, when I called to return the product, the representative on the phone never mention any shipping fee, no amount. This is not fair to consumer, they literally charge any amount they want, in this case, they can even say the shipping fee is $1000 and consumer will have to pay $1000?

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/08) */ Hello, we have a written policy on our website that shows the agreement of any refund for a return. https://www.titanchair.com/pages/refund-policy Customer is responsible for shipping to and from in the case of a return.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I buy a massage chair Osaki Maxim 3D-LE from Costco And the foot rest was broke I'll ask for the repair I was waiting for one and a half months to receive the pars before I receive the parts I was contacting him for three times didn't send me a Leica to check your number or other information after I receive the full rest the chair still doesn't work I was contacting them last week, They tell me the technician guy will contact me in two or three days but I waiting for a week already nobody to contact me and this morning July 27 8:30am Calling term for the warranty department The gentleman pick up the phone I told him what happened and I see I wanna talk to the manager He told me no manager, I asking what's your badge number and what's your name he say no ,no name no badge number no manager I cannot talk to the manager and he hung up the phone .it's not right treated customers like this and on the phone number for the company did you have a customer service I cannot contact anybody. After the massage chair have a problem until now it's already been three months

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/01) */ Hello, I can see that you have a ticket in our system (#XXXXX) in regards to the issues that you are having. I can see that there was a wait time for the replacement footrest to be shipped due to low stock. But, once we received the new footrests to our warehouse we immediately had it shipped out to your address. I'm sorry to hear that the replacement footrest did not immediately solve your issues. I can see that one of our service reps updated this ticket with that information and immediately shipped out the main pcb board to resolve the issue. As soon as it shipped we assigned a technician to come and install it for you. Currently, your ticket is still in scheduled status so you should be hearing from the tech soon if not already to get the repair scheduled. Do you know the name of the service representative that you have previously spoken to and had problems with?

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