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Business Profile

Massage Supplies

Cozzia-USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Supplies.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 used Cozzia chair. I understand that it is out of warranty. It is not working, I contacted Cozzia and gave them the error code (this was June 2022). They said that it was a back rest issue. I was told to call Guardsman to have it repaired. Guardsman told me that they do not service Cozzia chairs so I called and emailed Cozzia to let them know and never heard back. In August, I called Cozzia again and was told that Guardsman absolutely services their chairs. I finally got Guardsman to send someone out & he had no idea what to do. I received a follow up email from Guardsman stating that I would not be charged for the visit and that they do not service Cozzia chairs. I have tried three times today to call Cozzia and no one answers the phone. I am frustrated that they continue to sell these chairs when there is no way to get them repaired! I even asked for information so that I could try to fix it myself and was told that they can't do that. Their website says that if it cannot be repaired that it will be replaced. I am willing to pay for repairs, I just want to be able to use the chair that I bought.

    Customer Answer

    Date: 10/10/2022

    I received a phone call from Cozzia on Sept. 30th saying that they will get this taken care of but haven't heard from them since then.

    Business Response

    Date: 10/28/2022

    Please communicate with our customer service department once your friend wants the chair and they can order the parts.

    Sincerely,
    Customer Service Manager

    Customer Answer

    Date: 10/28/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    Cozzia called me and told me I could order a part for $460 to fix my problem. I asked how they knew this would fix the chair, they said - from the detailed description and by using chairs that they have to resolve the issue. No one has looked at my chair so the only description they received was from me and I am not a technician. I asked about who would replace the part in the chair when I received it and the lady that was helping me looked for service people in my area and said that there was no one close enough to work on the chair. She said that they could send me a video and I could, try to fix the chair myself. I then asked them that if this was not the correct part and the chair still didn't work after replacing the part what would happen. I was told that they do not take returns on parts. I am not going to pay another $460 for something that *** or *** not fix the chair , especially since I will have to do the repairs myself and I am not qualified to do that. I don't understand why they continue to sell their chairs and this part of the country when there is no one to assist when something goes wrong.

    Business Response

    Date: 03/17/2023

    Sorry you are having problems with your chair.

    Unfortunately, your chairs is out of warranty and Cozzia would only replace chairs that are in warranty.

    I do have another technician who may help you install your parts.

    Body Basics at ************.

    This technician should be able to help you.

    Customer Service Manager

    Customer Answer

    Date: 03/17/2023

     
    Complaint: 19316912

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 03/29/2023

    Don't know how to respond to your comment.

    If you contact the technician we supplied you, they can install the part in question.  

    Yes, we will replace the chair if there are problems with the chair but only if the chair is under warranty in this case the chair is out of warranty.

    Customer Service Manager

  • Initial Complaint

    Date:09/20/2022

    Type:Product Issues
    Status:
    Answered
    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 a cozzia massage chair through furniture city which included an extended warranty on 7-17-22. This chair has been attempted to be delivered 4 times. When it finally arrived the third time the boxes were missing the power cord and was unable to be assembled. They then delivered the cord and when attempting to assemble they realized it was missing 10 screws and yet again were unable to assemble. I wrote online to cozzia to send a tech out with the screws but they never responded. I then called in and spoke with them, they said they sent the screws to the store who are unwilling to help. Now I'm stuck with a $6500 chair that doesn't work and is in parts wasting apace. Cozzia should be willing to help and fix the problem but they are not. Do not buy this product as I've wasted my money for something that isn't usable..

    Business Response

    Date: 10/27/2022

    Business Response /* (1000, 5, 2022/09/30) */
    I'm so sorry you are having problems with the delivery
    of your massage chair.

    I did speak to the dealer who sold you the chair and they advised me they are working with you to resolve the issue. Hopefully at this time this has taken place.

    Sincerely,

    Customer Service Manager


    Consumer Response /* (3000, 7, 2022/10/03) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I have spoken to ****** directly requesting help via the warranty i purchased. ****** did not help despite having the warranty through them.


    Business Response /* (4000, 9, 2022/10/11) */
    I did speak to the dealer and they are trying to repair the chair. Since the payment was made through the dealer, they advised me they will handle the repair. Please contact the dealer at ************ for further help regarding your issue.

  • Initial Complaint

    Date:07/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 have been looking at chairs at ********* (parent company ******* for about a year and I recently received an email with this offer:
    "Try The Lite in the comfort of your home for ** days to see how well it fits. Plus, enjoy ***** savings, FREE shipping and a FREE extended warranty.""
    I went onto their site to purchase the chair but was unsure how to get the discount of **** as no code was given. I sent a message via Live Chat to ask how I could take advantage of the discount. I was told by the support agent that the discount was included in the prices shown on the website and that it was usually ******* However, their price had always been listed as ****** on their website (believe me, I look at it a lot) so that would make the email offer very *********** Why would you send out an email offering **** off if you have already marked it down on the website?! In my opinion, this is false advertising.

    Business Response

    Date: 08/25/2022

    Business Response /* (1000, 8, 2022/08/11) */
    Dear customer thank you for bringing this misunderstanding to our attention. We at ***** pride ourselves on providing outstanding customer service but unfortunately this didn't happen in your case. Since I don't have your contact information I would appreciate it if you would be so kind as to send a follow up email to ***************** and include either your email or phone number and also note it. Attention: Director of Customer Satisfaction it will be forward to me and would be happy address your concerns personally. And hopefully we can help you get the ***** chair you want.

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