Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cozzia massage chair from a local vendor. The chair is no longer under warranty and Ive been told by Cozzia that because it has been discontinued, they will not allow us to purchase parts for the chair to fix it. I have been trying to fix it for over a year. None of the representatives mentioned this when they had me buy parts to attempt to fix the chair over the past year. This is a clear scheme to force buyers into replacing their entire massage chair instead of being able to fix the one they already have.

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the attached documentation and supporting information address to the *** of the company.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/25/2018 I paid $6341.93 for a Sensei massage recliner at Furniture Row with a 5 year extra warranty. My chair has been repaired 3 times or more. I called them and told them that my chair quit again and had a code 2. So they sent me a replacement monitor that cost me $150.00 because they said it was out of warranty. They would not come out to fix it so I connected the new monitor and it still said code 2. So it seems they are guessing. So they sent me out another part called a mechanism pcb with instructions on how to replace it and said they were 2 far away to come to my house and would cost of mileage and a charge to fix it and they did not know if they even wanted to come that far. My email instructions were a long list of things I needed to do to fix it. I can't do all that. I am not a certified technician and I am 72 years old with a bad back!!! I called them again and they said the same thing and to call someone who could fix it. So after your warranty is out you are out of luck!!! It works out to be right at 6 years but the warranty on the chair alone had a one year so its really close. I don't use the chair continually only when needed and its always coming up broke even the mother board was replaced and also they brought me a new chair but still continues to break Cozzia is a rip off company

  Business Response

  Date: 02/27/2024

  Upon review of this case, Cozzia contacted the customer on 2/27/24 in an attempt to rectify the issue. The massage chair is showing an error code of 02, and since the remote tablet that was sent did not fix the problem, we did a phone diagnosis and agreed to send 2 additional parts at no additional charge. First part we sent was the mechanism PCB. Cozzia then agreed to send another part, the main PCB, as a precaution. Both parts were free of charge. 

  Unfortunately, the 5-year parts/labor warranty period has expired when we received/opened the service request on 1/25/24. The chair was purchased on 9/25/18.

  Cozzia will continue to do everything we can to resolve any issues via phone support with the customer.

  Cozzia has provided technician options for the customer, and provided service instructions if they should choose to hire someone else. Our phone lines are open Mon - Fri, 9:00AM - 5:30PM, PST. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21330096
  
  I am rejecting this response because: he said that cozzia techs are not responsible for cozzia chairs after warranty and it would cost alot for the to come here. He said if they even will come. They were here e times and brought a new chair and it was a lemon
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/05/2024

  Based on the customer's answer, it sounds like she has been communicating with the contractor that Cozzia provided. If that is the case, then yes, there will be some mileage fees incurred. The warranty details were explained in the previous response, and we have sent parts free of charge to mitigate the out of pocket costs, however, since the warranty has expired, Cozzia will be unable to cover the labor costs on the customer's behalf. 

  In the customer's latest response, she is claiming there is a Cozzia technician within 30 minutes of ***********, which we do not have. We have advised the customer to contact said technician to replace the free parts that was sent if she wishes to do so.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21330096
  
  I am rejecting this response because: they have not responded back to fix my chair from *********** and these parts are complicating all I meet is someone to fix my chair. There is no one around me to fix it send me a technician and fix my chair!!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Footrest keeps retracting all the way..show error code 31 & beeps ...have to unplug chair to lower leg to get off chair Spoke with customer service x 3.. no replacement of that color nor another...them said it was out of warranty??? No mention of options. Asked for. management #. Said he did not have it and said management was in a meeting. Spending almost $10,000 for chair should have gotten better customer service advice. It seems to me by his attitude he couldn't care who I was.

  Business Response

  Date: 11/27/2023

  Good afternoon,

  As you are probably aware of now, we have located the part in question for your chair.

  We are in the process of shipping the footrest to you and we apologize for the delay in processing *********** request.

  Sincerely,

  Customer Service Manager

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This massage chair worked well for a little while until it started having problems. They would send parts what they think would work, sometimes the wrong parts. I ran out of labor warranty so has to pay for it out of pocket to be fixed by the company they recommended. Sometimes waiting months for them. But the chair kept breaking. The same parts over and over. And now they tell me its over the warranty period and they wont do anything. These are the same faulty parts breaking over and over. The back pad keeps ripping so theres obviously a design flaw since the cloth underneath isnt ripped again yet. At no point was I ever offered a replacement chair after so many repairs. And ever since they say Im over my warranty period they wont answer my emails. The photos sent are just from the most current problems. I can send all the photos from past repairs if needed.

  Business Response

  Date: 10/20/2023

  **********************,

  I'm sorry you are having problems repairing your massage chair.

  After further investigation, I found the dealer you purchased the chair from was responsible for the repairs.  My understanding they missed additional repairs on your chair.  The additional parts would of repaired your chair.  I would recommend contacting the dealer and review the problem with your chair.

  You also have RSS, this company supplies ******** dealers with chairs.  You can reach out to ********** at ************ who can also help you resolve the issue with your chair.

  Cozzia is located in ***************** and we only supply our ******** branch chairs and parts.

  Thank you,

  Customer Service Manager

  Customer Answer

  Date: 10/22/2023

   
  Complaint: 20721617
  
  I am rejecting this response because:

  the dealer has been trying to get these repairs done just as much as I have. You are the manufacturer. Passing the buck to everyone else is bad business practice. RSS was also only a second party. It comes down to you. Own the fact that this chair is a lemon and make it right. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/08/2023

  Cozzia is in the process of shipping the parts to our Canadian branch to repair your chair.

  ********** will be in touch once the parts have arrived at their warehouse.

  sincerely,

  Customer Service Manager

  Customer Answer

  Date: 11/08/2023

   
  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 as long as the parts I receive are correct and actually arrive. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to resolve an issue with deteriorating leather on the seat of our Svago Zero-G ********* I was referred to Cozzia/*** in July. For three months I have been sending documentation and photos and proof of purchase. We finally agreed that they would send a replacement backpad and I paid $150 by ***** On 9/18/23 I received and email from Cozzia saying that it it no longer in stock! After THREE MONTHS?? I want Cozzia to find a replacement backpad somewhere in their inventory or floor samples, or to send a leather craftsman to my home to repair the chair. The chair originally cost $1,699.00; I have paid Cozzia $150.00 to repair the chairr.

  Business Response

  Date: 10/02/2023

  Good afternoon,

  I have good news regarding your massage chair.  

  Cozzia was able to identify the back pad for your chair. Part is currently in transit and should arrive on 10/4.

  Sorry for the inconvenience and *** tracking number is 1za534e30350236706.

  Sincerely,

  CozziaUSA

   

   

  Customer Answer

  Date: 10/04/2023

   
  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. I received the replacement chair pad today.

  Thank you so very much for helping me resolve this!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Cozzia Massage Chair from Back To Life in *********, ******. I highly recommend the chair and its performance until it started breaking.We had four repairs in the months before our warranty expired. None of them worked except for short periods of time and then it would break again. The last repair request request was prior to warranty expiring and no repair occurred and of course it broke for the 5th time and now we are being told we are out of warranty. At no time after repeated repairs was a replacement chair offered to ** as the website says will happen if repairs do not solve problem. This never happened in our case.We are senior citizens on social security and the $6,500 was a big purchase for ** but worth it because of neck and back problems. We truly thought this was a reputable company who would stand behind there product but sadly it was not the case for us.I wish I could recommend the chair but the chair was never properly repaired the last year, the repairs prior to the last year lasted longer in between breaking.

  Business Response

  Date: 06/07/2023

  *************,

  I understand you talked to our Tech Support Manager, *****************, and you both agreed he would ship out the part at no charge.

  Let me know if you have any further questions.

   

  Customer Answer

  Date: 06/09/2023

   
  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

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Cozzia CZ-388-B-91 on 7-21-22 from local store. Wife had pain using chair during first month but thought maybe we could adjust it better. Called Cozzia and talked with tech service- nothing cleared it up. Wife tried a different more expensive chair (CZ-715-4D) at a friend's house and it fit her perfectly. Used it extensively for several months with no issues. Called local store to trade 388 for 715 and found out Cozzia no longer sold through them. Called Cozzia and asked for either: 1.) to sell store one of the more expensive chairs so we could trade (already agreed by store), or 2.) help find another dealer who could trade. Was handed off to local rep who gave the run around for over 4 months, overpromising and underdelivering. Had me work with another store that was happy to take my money on a new one but won't trade on the current chair (perfect condition/less than 6 months old) but their policy won't allow it. Local rep had told me that they would put my chair seral number into this store's inventory so they could trade. Never happened. Very disappointed with Cozzia response to date. Now, local rep mysteriously "left the company/retired" but nobody called me to advise. Found out from store manager who wasn't sure who new rep even was. Still no contact. Sent email to Cozzia customer service manager last week. Very communicative but basically had no answers on any of this. Cozzia has my money for the first chair. I am offering to buy an even more expensive chair, but just need a local store who can help with the trade or work with their previous dealer (Cozzia won't provide them a chair now). I see responses on here where they provided 50% discounts to other customers in resolving issues. Have spent ~6 months trying to be patient and working with their local representative only to be told by the company- "go pound sand". Definitely feels like a shady company given the numbers of complaints and poor reviews.

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In august of 2021 I purchased a cozzia CZ-640 and I also purchased a warranty with the chair. The chair needs a few minor repairs I sent the invoice showing my warranty to ******************************** on January 13th 2023 and I have received no response to date I have tried to call cozzia numerous times and I can never get a person on the other line its either a voicemail (again I leave voice mails and I get no response) or its a message saying that they are closed even though I am calling within their regular business hours as stated on the voice message. For how expensive these chairs are I shouldnt have an issue trying to contact someone at cozzia or getting it repaired. I am extremely disappointed.

  Business Response

  Date: 03/15/2023

  I am happy to confirm CozziaUSA has shipped out the remote holder for ***********************

  Part should be arriving on Friday 3/17.

  I apologize for the inconvenience of processing your request later than expected.

  Thank you,

  Customer Service Manager

  Customer Answer

  Date: 03/16/2023

   
  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

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** will not call back to set up a repair. We are not asking for warranty repair. We would gladly pay but they will not offer the service

  Business Response

  Date: 02/09/2023

  Hi there,

  We are in the middle of diagnosing the problem with the chair.  Working with customer on what parts are necessary to repair the chair.

   

  Thank you,

  Customer Service Manager