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:02/07/2025

  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.

  ***** ********* sold me a massage chair with extended warranty, now chair has failed and warranty is worthless. Offers you pennies on the dollar and does nothing. Their warranty and customer service is HORRIBLE and ***** is a LIAR! **************** emailed me back with sarcastic and rude responses. This business should be shut down for bait and switch business practices and bad products. Will never recommend this business or its products! AVOID AVOID AVOID

  Business Response

  Date: 02/10/2025

  Hello,

  Can we receive more information on this customer. We are unable to look up the customers order with just the order number. Can the customer provide an invoice or let us know when the item was purchased and what the item is?

  We have no record of an ***** ***** with the invoice # ****-13675 in the last year.

  The Backstore

   

• Initial Complaint

  Date:11/26/2024

  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.

  Bought a human touch massage chair with extended warranty and after 18 mos remote quit working. Bought 3 year warranty . Filed claim, uniters insurance said they sent *********** a po for replacement and vitalityweb will only put credit towards a new chair at additional 1300 dollars. I can't seem to be compensated for a chair that doesn't work under a warranty. Seems to be fraudulent business practices and management seems to promote horrible customer service Have all interaction in emails to support my claims

  Business Response

  Date: 11/27/2024

  In September of 2024 ******* (the extended warranty company) offered the customer a cash settlement for the massage chair.The customer was not happy with this offer. In October the extended warranty company provided paperwork to replace the customers chair. One of our customer service **** conatcted the customer and started working with the customer on choosing a replacement. At some point the customer decided against the replacement and contacted our warranty department demanding we provide the cash settlement. Our warranty deparrtment reminded the customer that the cash offer was provided by ******* and that they would need to reach out to ******* to work out the cash offer. The customer keeps telling us that the cash offer came from us even after providing screenshots of their own emails to us showing the offer coming from *******. Since the customer is not receiving the service they beleive they deserve they have become bilergent and nasty.

  At this point the customer can expect the cash offer from the extended warranty company or choose a different chair and pay any difference in price.

   

• Initial Complaint

  Date:02/24/2024

  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 purchased (1) Tush **************** Orthopedic Large Computer Ergonomic Seat on 1-17-2024 from this seller through Amazon. Order total after tax was $59.61. When sat upon, the item did not hold its shape as advertised near the tailbone area that is carved out for the coccyx bone (I am 130 lbs and this item is advertised for weights under 200lbs). As I have severe issues with my low back and coccyx, this item was incredibly painful to sit on as it did not provide the proper support as advertised. I immediately requested to return the item for refund noting it was defective. My request was approved, and the item was mailed back using the return labe provided to me through Amazon. The item was to be returned no later than 3-1-2024. On 2-13-2024, the company issued a partial refund of $49.16 after deducting a restocking fee if $10.45. I contacted Amazon on 2-14-2024 to inform them I was charged a restocking fee for the return of a defective item. I made a request to receive the remaining $10.45. As Vitalityweb.com Inc is a third party seller with Amazon doing business as BACKSTORE, Amazon sent a message to them requesting they process a refund for the remaining amount. Since then, an employee named ***** only replies to my requests for resolution stating that he is checking with the ************ or that the ************ is not in till Monday. In addition, I have left several voicemails and have received no response. This has been dragging on since 2-13-2024 as the company refuses it provide follow-up or resolution regarding their defective item. I simply want the remaining amount of $10.45 refunded to my original payment method as it is against policy to charge a restocking fee for the return of a DEFECTIVE item.

• Initial Complaint

  Date:02/01/2024

  Type:Delivery 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 purchased a $3,400 chair on 1/8/24. I was told the chair was in stock and would ship out in 7 to 10 business days. The speed of the delivery was a major factor in my decision to purchase from ***********. I called later for an update and was told a series of lies. First, the delivery company had Covid, next, they had to hire a different delivery company, next, there were weather delays, and finally, that the chair shipped out to me on 1/23/24. I was to receive tracking information from the delivery company. After attempting to reach them all week I finally got a response. By email, they confirmed the chair was not in stock at their. ********** location but they were having it shipped to them from their East Coast warehouse. Once it arrived they would then ship it back across the country to me in eastern *********. They lied to me to make the sale. This is a deceptive business practice and not an isolated error. They refused to waive the shipping cost or otherwise explain themselves. Everyone needs to know what they are doing. I have now gone a month without a chair to help me heal my broken back. I emailed them back today 2/1/24, canceling my order and requesting an immediate refund to my credit card. I am waiting now for their response.

  Business Response

  Date: 02/06/2024

  The customers money has been refunded.

  Customer Answer

  Date: 02/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I agree that my money was refunded, however, they took no responsibility for deceiving their customers regarding the location of the products to be shipped and shipping time estimates. They only referenced making a "blunder".  Their actions were intentional, not accidental.  This resolution does nothing to prevent them from continuing this policy and injuring future customers.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:03/24/2023

  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.

  I ordered a Svago zero gravity chair from Amazon on 1/3/23, from BACKSTORE. I am disabled, it was not an easy choice to purchase this as the chair costs 2 months of my income, $1600.00. The chair arrived damaged, the seat did not sit correctly in the house of the chair and caused it to rub excessively in an ***** manner, which after a few days, started to break the chair down, it began jerking. I contacted BACKSTORE via amazon and was told ***** would call me to address the issue, and someone did call me, at first they tried to argue that the issue was merely from a cushion, I said no, it is the entire body of the chair, they said someone would contact me to come and fix it. I waited eagerly for 2 weeks and nothing. I contacted BACKSTORE again and he said it was no longer his problem ******* svago had my number. I then contacted amazon for help and they reached out to the seller and he lied to them and said ***** had called me repeatedly and left messages which was lie. He said I was free to return it, I tried to explain to Amazon that this was not a return and I needed freight to get the 170 pound item, they tried working with him but he kept lying. We went through this 20 times. 2 months later, and dozens of failed attempts to solve this issue, I finally did get a call but the message said, we will diagnose over the phone and the next message, again, argued with me that there was nothing wrong with the chair, even though no one came here to look at it or even spoke with me again after the first call. I also took a look at the return label, it said I only had one month to return the chair from the invoice date, which was 1/3/23, he did not even "approve" a return until 3/3/23. This seems to be a scam this company has been running for a while, based off several reviews on ****** and Amazon about the same issue I am having. I am not going to get anywhere trying to continue working with amazon and backstore or svaggo. I would like a full refund from BACKSTORE.

  Business Response

  Date: 04/04/2023

  Thank you for your message. We did reach out to ***** who did say they spoke with you regarding the issue with the chair. The lead tech did not see anything out of the ordinary in the picture that was provided and has been trying to reach out to this customer about confirming the claim of a frame slant. Customer has not responded to his multiple voicemails; this case has been closed until the customer calls ***** back or submits hard confirmation of a frame issue that cannot be repaired. At this time the customer will need to reach out to Svago at ************** to help determine what the issues is and the best way to move forward.

   

   

  Customer Answer

  Date: 04/04/2023

  I was called by someone claiming to be from svago not long after the chair was delivered because I reached out to backstore regarding the issue with chair. At that point I was told a technician would be sent to fix the chair. After several weeks of waiting for someone to reach out to me, I contracted the seller via Amazon. He then proceeded to say that svago had my number and would be calling me, they did not. I contacted Amazon directly and they reached out to the seller on my behalf and he then lied numerous times over several weeks, saying I had been called and left voicemails which was not true. Not until a month later did anyone call and when they left a message they disputed that anything was wrong with the chair without ever laying hands on it, even though the first phone call months earlier said a tech would come to my home and help me. This has been a merry go round of lies and me reaching out trying to get this resolved. This is a scam and a sham. They deny. They blame. They lie. Backstore also said I could return it and the unpaid shipping label they provided said it was not returnable after a month of the invoice date. It has already been 3 months and some change. I dont trust these people, any of them. I will not return the chair on my dime for a technical issue with the brand new chair. He needs to provide freight to come get the chair and provide me a full refund at this point.

  Business Response

  Date: 04/04/2023

  Thank you for your message. At this time the customer will need to reach out to Svago at ************** to help determine what the issues is and the best way to move forward.

• Initial Complaint

  Date:12/16/2022

  Type:Product 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.

  On October 9, 2022, I ordered a "Human Touch Perfect Chair "PC-420" Premium Full Grain Leather Hand-Crafted Zero-Gravity Walnut Manual Recliner, Espresso" from "Human Touch Store" on Amazon for $2860.94. The Amazon listing stated FREE delivery and had NO return policies stated on the listing nor any warning about how difficult the manual chair was to operate. I received the chair via R&L carrier the receipt was dated 10-13-22 and was from a company named VitalityWeb.com which was not named on the Amazon listing. In the garage, my son assembled the chair and I tried to sit in it. I am a 5'3" 64-year-old-woman. I could not recline the chair let alone move the chair back into an upright position. My son at 6'2" and 200 pounds was able to *********** but struggled to get the chair upright. My son immediately packed it up exactly as it had been shipped. I called the company, and they sent R&L to pick up the chair. The pick-up was on 10-31-22. When I had not received any refund on my **************** by 11-10-22, I emailed my contact at the company, ***************************** *************. ***** referred me to the "webmaster" who issues the returns. I contacted the webmaster, and he signed his email "*****". ***** apparently put the refund through for $2,014.45. I complained about being charged $846.49 for the return. ***** sent me a copy of the return shipping cost which was $311.64. ***** stated in an email that I was charged shipping and restocking fees. None of this was in the Amazon listing - not even the company name was listed. I did not purchase the chair through the VitalityWeb.com website but through Amazon. I cannot be held liable for all the charges *********** may incur when none of their company information or policies were provided in the Amazon listing. I emailed ***** and said I would pay return shipping because Amazon did not show "Free Returns" but I want the additional $534.85 refunded to me. I believe VitalityWeb.com swindled me using Amazon as a cover.

  Business Response

  Date: 12/20/2022

  Hello,

   

  We are an authorized seller on Amazon. On each listing Amazon list who the seller of the item is. Amazon will sell certain items, but Amazon does not sell all items. The customer chose the item and Amazon submitted the order for us till fill. We reached out to the customer via Amazon messages and was communicating back and forth with the customer as Backstore. Below is the link of the listing on Amazon where it tells the customer who it is sold and shipped by.

  https://www.amazon.com/gp/product/B01HQLLSEW?th=1

  Our return policy is listed on our Amazon page in Amazon per the requirement. The customer can view this and it is up to the customer to understand that information when purchasing from Amazon.

  Vitalityweb.com *************