ComplaintsforTitan Chair LLC

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the beginning The service is good until you need help with your massage chair. They don't care about you and your massage chair. I emailed them many times about the the broken massage chair and it been down over a month without any help from this company or the manufacture. Don't waste your money here unless you want to spend few thousand dollar and end up with broken massage chair with no support.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/28) */ Hello, we are so sorry that you did not have a good experience with us. Can you provide us with your order number and the name of the place of purchase so that we can locate your order in our system?

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Osaki Massage chair from OTA World in Carrolton Texas in January of 2020. for $1,700.00. I had issues with the remote control and shoulder airbags not working the first month. They sent a repair person to replace the remote but the air bags never worked properly. The new replacement for the remote control worked intermittently on and off. Last month the 2nd remote that was replaced quit working all together and I have no remote. They sent me a new remote but it was the wrong one and labor is only covered for 2 years. Being that the chair has to be taken apart to replace the remote we had to pay for the labor only to find out it was the wrong one. They sent me another remote which is now the 4th remote and again we paid for the labor but this one is completely dead. We are now without a working remote and the chair is of no use with a dead remote control. OTA World has failed to replace the correct remote that is still under warranty. Being this has been an ongoing issue since we purchased the chair they should pay for the labor or at least provide the correct working remote and reimburse us for the labor due to their mistakes and poor workmanship.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/11) */ Hello, From our records , we originally received the request for a remote and shoulder airbags to be checked on 03/05/2020. On 03/27/2020 the technician local to you reported to us that the job had been completed and the chair was repaired. From there, the next report we have from this customer is from 06/27/2022 with a report that the remote is not working again. We then shipped out a new remote and new remote wire to pcb free of charge because they are still covered under parts warranty with the factory. The warranty agreement at the time of purchase was to include 1-year extended warranty. This means that the customer has 2 years of warranty with labor coverage and an additional 2 more years of parts coverage. Here is the full breakdown for your records: Date of purchase: 01/31/2020 Labor warranty expires: 01/31/2022 Parts only warranty expires: 01/31/2024 For any further questions regarding the warranty status, please send us an email at : [email protected] Thank you, Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need the proper remote from my June 27, 2022 that is still covered under my parts. It's not an unreasonable request on my part for them to send me the CORRECT REMOTE. They did infact send me another remote but it was the wrong cord with wrong connectors (see attached pic). When we sent them the pic with the wrong connectors and to short of a cord, Instead of sending me the correct remote that should be covered under the parts warranty they sent me a longer cord. The new remote had to be taken apart and attached to the longer cord they sent me and it still DOES NOT WORK. Simply put...We need the proper remote that goes to the chair I purchased. Being that this is an ongoing issue since I purchased the chair, the problem may not be with the dead remote. I have no idea why the remote wont work after 3 tries. I need the correct remote that works and NOT parts of remotes that they send me such as one with a cord that's to short (which you can tell by the conectors it's they wrong cord. This leaves us to try and figure out how to make the cord work. Why is it so difficult to send the proper part??? If they don't have the proper part then send a qualified tech to figure out why the remote has had ongoing issues since the beginning of the purchase or inspect the chair to see if the problem is even with the remote which caused the remote not to work properly from the beginning. Business Response /* (4000, 9, 2022/07/13) */ The customer has been sent the correct remote and correct connectors. Customer wants a technician to come out to install the remote. However the customer's warranty no longer covers labor. If customer wants labor service this must be paid out of pocket. Consumer Response /* (4200, 11, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They no longer have the correct remote as they stated and I hired an electrician to try and use the parts they sent me. He had to try and piece them together since they can't provide the correct remote or the correct parts that goes to my chair. I don't feel it's my responsibility to try and figure out this mess since they no longer can provide the remote that came with my chair and I should not have to keep paying for someone to try to make a part fit does not adapt to the chair. Please see attached the response from a repair person that they recommend for me. He also states he needs the correct parts to be able to make it fit and if there are other issues I have to pay for it also besides paying for the correct parts.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Sleep Galleria in Feb. 2022 to get recommendations for a recliner I could recover from my upcoming surgery in. They Recommended an Osaki chair. I bought it but I was supposed to get a 15% discount. I never got it. 2 months later (april) the chair was delivered and assembled, I signed the receipt. As soon as I tried it I noticed several things did not work on this chair. I called immediately and was told to call Titan/Osaki directly. The person I dealt with was extremely rude & I got a manager on the phone - I was told that this chair would not work for recovering from surgery because it is uncomfortable to spend hours in. They sent replacement parts and I waited weeks for the technician to come. He said 1 part was broken & the other part was wrong. I called both Sleep Galleria and Titan/Osaki several times asking to return the chair, Sleep Galleria tried to get me to buy an additional different chair!! then neither would take it back or respond to me. I called Wells Fargo who financed my chair and they put a hold on my payments and are investigating my claim. I contacted Sleep Galleria again to let them know they need to come pick up this chair. It has been sitting in my home for 3 months and can't be used. They still refuse to take the chair back & no one has bothered to try to fix it again. I had asked to exchange it, but was refused again. I had to buy an adjustable bed frame and new mattress from somewhere else because my surgery was June 15th and I hadn't heard from anyone in 2 months about the chair. Now Sleep Galleria is saying that they can't get an answer from Osaki either. I just want them to take it back and refund the charge. I feel I was scammed because I'm a 60 year old handicapped lady. Note: on Titan/Osaki Website they offer a 30 day money back guarantee - I was not offered that!

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ This chair was purchased from a third party vendor and not from Titan Chair LLC. We are unable to assist with refunds as we have not received direct funds from this customer. Sleep Galleria and Titan Chair are two different companies, therefore policies may differ for each. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even though the chair was bought at a different store, Titan is the manufacturer of the chair and the company that the warranty is with and who sent the broken parts and never followed up to repair the chair.they need to honor the warranty and take it back. Please read my entire attached complaint which also includes my emails with Titan/Osaki Business Response /* (4000, 9, 2022/07/11) */ This chair was purchased from Sleep Galleria not Titan Chair. We are unable to refund or return purchases that were not directly purchased from us. This order will have to follow the third party seller's policy. Desired outcome for the customer is: "I would like them to pick up the chair and let Sleep Galleria know that they need to refund my financing account" Please note we are not Sleep Galleria. We have no affiliation with their accounting or financing. We are unable to see attachments on this portal.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved on April 29, 2022. Once my massage chair got to the new home, it was determined the back of the chair was no longer working. I contacted the moving company and gave them all the information for my ***** including the receipt. They said they would work on getting this repaired through the manufacture (*****) ***** proceeds to tell the moving company that my receipt for the chair is fraudulent, and they refuse to service the chair or provide any parts for the *****. They claim the date on the receipt was changed. This same receipt was used by ***** for a warranty issue on the chair a little over a year ago when the chair was not working. They had NO issue with the receipt then. At this point, I could CARELESS about the receipt or the warranty for the chair. The moving company is taking care of fixing the chair. They have even offered to take it to Carrolton Texas which is 100 miles from where I live. The people at *****, the CEO, Michael, is being a bully and discriminating at this point. We just need the chair fixed, refusing to service the chair is unheard of. I have reached out to the company and spoke to two people. Both were very kind and wanted to get this resolved. However, at the determination of the CEO, they said could not. FURTHERMORE, I am a doctor. For him to go around stating that the receipt was altered is a defamation of character. I don't need a warranty to get this chair fixed. Nor do I need to alter anything when it comes to such an issue. If the moving company was not paying for this repair, I have money to pay for it also. I am sharing this complaint with the ***** Corp also as I can not believe the allegations against me at this point. ALL I want is a chair to work like it was intended to do- relieve stress. At this point, and to my disappointment, it has caused more stress than I care to imagine, and for a heart patient. this is not good. I trust we can come to some resolve soon.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/06/20) */ Hello, please note that receipts must show information showing proof of purchase from us at Titan Chair LLC. This product was purchased from***** Depot, we were able to locate it from our inventory archives that the item was purchased in 2018. Please note that orders made through***** Depot is a 3 year standard warranty (1 year full service and parts with the 2nd and 3rd year being just parts). Please see the shipping documents that were autopopulated back in 2018 attached below. This warranty ended in 2021. Also, Based on the claims by the customer, the damages to the chair were due to moving company to their new home and not from natural use. We are so sorry we are unable to assist further and are happy to know that you were able to file a claim and the moving coming will be responsible for the fix of the chair. Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I mentioned before, we could CARELESS about the warranty for this *****! I am done fighting that battle, you asked for a reciept and we provided what was sent to us directly from***** ****** If I wanted to make a big deal of this matter I could tell you that the document you provided is also fraudulent as C****** Freight is no longer in business. Furthermore I could show you where I did not own 711 Austin Ave D in 2018. BUT I am done trying to fight any battle but the one that will get this dang ***** fixed. As I told you, the moving company is willing to pay the cost, they are willing to deliver it 100 miles away to your local repair shop in Carrolton Texas. BUT YOU ARE REFUSING TO SERVICE THE *****. You are the manufacture of the ***** - I DONT KNOW WHAT ELSE TO DO. You now being a bully out of spite and discriminating against me. Can we please just put personal feeling aside and you all agree to service the ***** - I cant believe I have to beg for this service, again we will PAY for it. We are not asking anyone to do us any favors other than fix the *****. You can charge whatever you want. We just need this ***** to work like it was intended and you have yet to offer any help in that area and that has been what is most disappointing. Business Response /* (4000, 9, 2022/06/22) */ Hello, we verified the receipt directly with***** Depot and this ***** was purchased in 2018. It is not in our policy to take in chairs to have it fixed. We do not do that for customers who are within warranty either. We send a technician to work on the ***** directly. If you would like, here are two technician companies you can reach out to and work directly your ***** serviced. *** tech services: (XXX) XXX-XXXX or *** Inc XXX-XXX-XXXX. You can reach out to see if they have any techs in your area. Thank you.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a massage chair that I received from a friend. The remote was smashed making the chair inoperable. The remote was not in the holder and was smashed when the chair returned to the "home" position. They refuse to sell me a remote because I do not have a receipt for proof of purchase. Now the chair is totally useless. I also tried reaching out to Michael *** the President/CEO and have not reached him yet. I will track him down if it takes contacting KLTV 7 for a news story on their customer service tactics. I could see if I wanted it for free or under warranty. I want to purchase it.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/09) */ Dear Mr *****, We will gladly do our best to assist but by the policy of the manufacturer we must require a proof of purchase and registration. We have sincerely attempted to look for the registration but it is no showing in any of our records. If you provide the person's name that originally made the purchase we can start the registration search again. Warm regards,

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a massage chair from this company in 2020. Now this massage chair is malfunctioning. It is currently under warranty. I tried to contact the warranty of this company. There was no response to the email. The web chat customer service told me to call the customer service number. However, the customer service phone is always unreachable. There was no reply after leaving a message.

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2021/12/29) */ Hello, I searched through our service email but could not find any emails by this name. I believe you have contacted the wrong department in regards to your issues. Please email our service department at the email : *******@osakititan.com That way we can process your request and assist with a repair! Thank you, Consumer Response /* (3000, 7, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please search for emails with the name ruochen ****. I also attached the record of my email. In addition, I also contacted the customer service chat on your website, and the customer service gave me a service number to call. But no one answered the phone at all, and I left a message with my phone number and other information, never got any reply. If you can perform warranty, please contact my email ***************************@163.com

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sent over 37 emails, lots of phone calls about different issues I had with my chair. I have a 3-year parts warranty. I have been waiting 1 year and 5 days on a heater part. My warranty will be up in 5 months. I have asked why whats their policy when parts come from China and are discontinued? I still waiting on an answer. They have ignored me for months and get offended when I ask questions and now they are saying all the worker is not there when I submitted my forms and no one there knows what I am talking about.I told them to go back and find all the emails about each problem I have had for one a year. They gave false information about the chair, now they say the heater is only 3 watts not warm enough if I had the part. I have been getting parts for this chair after 13 months of having it. The first problem was no instructions on how to put it together and I ask before I bought it and was told it comes already to gather. I called and staff walk us through how to put it together because they had no print or video instructions. I do believe the chair was discontinued when I bought it since. I did not have these documents. I did enjoy the chair for a year but with the 3-year warranty they do not live up to the promise. I even sent the email through eBay and they did not reply back and eBay check to make sure they are still in business and they are. I have asked for a replacement chair, a different wear and tear item which was under a 1-year warranty, my heater part, how can we solve these issues, and more with no answer. They are aware I have back problems but do not seem to care about anything or anyone. I am looking into Magnuson Moss Warranty-Federal Trade Commission Improvements Act as well. At this time I would like my $899.00 refund sent back to my Paypal account and they can have their discontinue chair back. Also, they are under https://www.osakimassagechair.com should I file a separate one under this name too? This is about eBay ItemXXXXXXXXXXX

  Business response

  02/22/2022

  Business Response /* (1000, 9, 2022/01/21) */ Hello, Please provide your proof of receipt or receipt of purchase to *******@osakititan.com. Please note that we are unable to assist with any eBay orders that are not authorized by Osaki Titan. Please note at this time Osaki Massage Chair Company does not have or own an official eBay account. It is very possible that this order was placed with a third party account. In order to assist you further, please provide us with the correct SR# or PO# to further assist. Consumer Response /* (3000, 11, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they are not on eBay now doesn't excuse the facts. The eBay representative stated that the account is active. The order is under to TItan World LLC and Transaction ID: 1YXXXXXXDXXXXXXXL Business Response /* (4000, 13, 2022/01/25) */ After looking further into this order, the eBay account you ordered from is Massage Chair Planet and not directly from the Osaki Company. Please reach out to the place of purchase, this was purchased from a 3rd party company. Thank you.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My chair was delivered September 9th. After 15 minutes this chair is not comfortable at all. I emailed the company requesting a return, they replied to me 2 days later. I responded and 3 days go by and nothing. Please I need my refund I'm really frustrated

  Business response

  12/02/2021

  Business Response /* (1000, 7, 2021/10/05) */ Hello, We checked all office emails and we do not have any record of this customer contacting us. We beleive they are in contact with the purchase dealer. In that case , we can assist by getting the customers order number or name it was ordered under. We do not have any orders from our main office by the name '********* ********'. Our best advise would be , to contact the direct person that you purchased the chair from. Our main headquarters office number is XXX-XXX-XXXX. We will need to know the order number to be able to pull up any details to assist. Thank you,

• Initial Complaint

  09/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  PURCHASED 2 MASSAGE CHAIRS FROM TITAN CHAIR CO. I also purchased the extended warranties. 1 of my chairs failed and is broken beyond repair per Titan ...all fine a dandy stuff happens...The Problem starts when they wanted to replace my chair (Purchased at $3400)with a lesser chair sold at Costco for $2300 .... I was told the President of the Company said that was all I was getting no options even when I offered to pay a difference. No matter I said I would accept it .....NOW they are trying to replace it with a USED OPEN BOX Chair!!!!! Won't take my calls or return emails!!!! I want a NEW Chair Not a USED one

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/09/07) */ Hello, We have been working with this customer in regards to this issue. The original purchase date for this chair was in 2018. Per company policy, we will replace this chair with an Open Box chair. For the replacement chair, we have offered an upgraded model. There are quite a few differences in the model offered that outshine the Executive model chair that the customer currently has. We have offered to pick up the defective chair from the customer and to have the replacement shipped to them free of cost as well. We have even honored to continue offering warranty services on the replacement chair until the final date of 01/08/2023 so that they can continue receiving service for any issues. Thank you, Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased a NEW chair ....I did not purchase a USED chair ...I purchased extended warranties and was told the would repair or replace not replace with a USED one. I will except the model chair they offered. Even though it is retails for Less than I paid for the model I originally purchased. I will not accept a used chair that I have no way of knowing how it was or how long it was used by others I also asked my attorney who also stated I bought a New Chair and I should receive a New Chair ...If the send a New one I will be satisfied if not I wont and plan further action Business Response /* (4000, 9, 2021/09/13) */ Hello, It is stated in our policy that after a certain period of time, the chair will default to an open box replacement. We can not send brand new chair replacements for a chair that was bought in 2018. All of our open box chairs are thoroughly inspected and tested before shipping out to the customer. Please take a look at our policy available on titanchair.com if you have further questions in regards to this. We have already shipped this customer the replacement chair and authorized for the original chair to be picked up from their location. We have closed this case from our end. Thank you

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a massage chair from Titan on 4-20-2018, AP Pro Lotus, for $1599.00. The massage chair carries a three year warranty on parts. Just after the warranty had expired one of the rollers and the inner liner for the chair tore. We contacted the company by email on 8-2-21 and asked for pricing on the parts we needed and a parts diagram so we could explain exactly which parts were needed. On 8-7-21 we heard back from the service department and they said they needed our sales receipt. We couldnt find the receipt but contacted Roman A***** and he located a shipping slip that showed when we purchased the chair and we located the charge on our credit card. We responded back to the service department and they finally reached back out to us on 8-20-21 to tell us that they had stopped stocking parts for our model of massage chair. They did say they had the roller though but wasnt sure if they could find an inner liner to match. We have written multiple times since then with no response.

  Business response

  12/03/2021

  Consumer Response /* (2000, 17, 2021/10/14) */ The company did finally send me some parts for the massage chair. Thanks for your assistance. ******

*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. ↩