Massage Chairs
Furniture For Life Massage ChairsHeadquarters
Complaints
This profile includes complaints for Furniture For Life Massage Chairs's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/28/2025
Type:Sales and Advertising IssuesStatus: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.
2022 I purchased a lift chair for my husband at Relax the Back store in **************, **. Since that time I have had to:1. replace the remote control 3 times( yes, warranty covered). 2. Have the control buttons in the chair repaired 3. Replace a torn part of leather on leg of chair 4. Had the lumbar cushion replaced 5. Now, there is little to no padding left in back of chair. These problems began 6 months after purchase and all have been under warranty. My complaint is that a $4,000 purchase that is supposed to last a lifetime has failed in so many areas. **************** has been responsive. But, I do not have the time or energy to keep repairing this chair. I chose to invest in quality when I husband was diagnosed with Parkinsons. But, this has not been the case. We are very disappointed with this purchase and would like a replacement or a refund.Business Response
Date: 04/29/2025
Dear BBB,
I just looked in to the service history we have on file for Ms. ******** lift chair. Here's a recap:
Product purchased on 2/8/22 from one of our dealers...First contacted us 3/10/23 regarding a frayed remote cord. We replaced this for free. This was not a warranty defect. We covered as a courtesy...On 1/17/24 we were contacted about a seam on the seat pad, and we covered this for her by providing a the part and sending a tech to her home. We did treat this as a warranty issue...On 9/13/24 we were again contacted about a frayed remote cord. In the same call, customer also stated that the foam is degrading. While both issues are outside warranty parameters, we still sent her a free replacement lumbar pillow, free remote, and sent our technician to her home free of charge as well). We also explained that the recurring remote cord damage is due to the user pulling excessively on the remote cord...Customer contacted us again yesterday stating that she is unhappy with her chair. She reports that the remote cord is fraying again, and the foam has flattened. We proceeded with the work order and explained this is NOT a warranty issue but that we will still assist her and replace the remote and send another lumbar pillow to place behind the mid-back section as well as send the technician. This is currently processing and the warehouse should be sending the parts out tomorrow.
We have been clear that almost all the free service we have provided to Ms. ****** is outside normal warranty parameters. For example, the remote cord damage was caused by them pulling/yanking on the remote cord and is NOT an inherent defect of the part/chair. We almost never see frayed cords on our service team.
We have also explained the fact that wear and tear is not covered under the warranty (foam degradation) and different variables could cause a faster breakdown of foam, including user body type and usage of the chair.
I believe we have actually gone "above and beyond" for Ms. ******* I'm sorry that she feels otherwise.
As noted above, we are taking care of issues - again for no charge - despite the fact that the issues lie outside the purview of the warranty.
Sincerely,
Furniture For Life
Initial Complaint
Date:09/21/2024
Type:Service or Repair IssuesStatus: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.
$12,750 D.Core 2 Massage Chair Complaint Details:I purchased a D.Core 2 massage chair from Furniture for Life on August 11, 2024, paying in full. ***** from FLL in *********** was a Rockstar. The chair was delivered on August 28, 2024, but the massage mechanism was faulty upon setup. I immediately contacted ***** at ************* **** at Fujiiryoki, who confirmed the issue and ordered replacement parts.Issues:9/29/24: I requested an extension of the chairs warranty to 6 years. ******* declined but later offered to start the warranty when the chair is fully operational.9/30/24: Ernestos manager agreed to extend the warranty by one year.9/9/24: The replacement part was delivered.9/12/24: The technician arrived but found that the wrong part (for a D.Core Cirrus, not the D.Core 2) was sent. I had to point this out, delaying repairs.I requested a replacement chair and compensation for the lost time. ******** ***** of Fujiiryoki offered to replace the chair but only had a black model in stock. I opted to wait for the beige model, arriving in November. Despite requesting further compensation for the delays, ******** declined beyond the one-year warranty extension.Cont. Frustration:I paid in full for a product that has been non-functional for over three months. I have lost two days of work due to technician appointments, faced delays, and experienced poor communication and service. The wrong part was sent, causing more inconvenience. I now must wait until November for a replacement chair.Desired Resolution:1.Immediate replacement with the beige model by Novembers end.2.A $1,000 refund (7% of the price) for the delays and inconvenience.3.Assurance the correct product will arrive without further delays.4.The 6-year warranty to begin on the date the replacement is delivered and fully ************** of Sept. 21, I made the above request to Fuji. I now expect *** to get involved, and for both companies to work together on a resolutionBusiness Response
Date: 10/02/2024
Working with the manufacturer of the chair, and reached a happy resolution with our customer.I believe this matter has been addressed to everyone's satisfaction.
Thank you for bringing it to our attention. We appreciate the opportunity to make things right!
Furniture For LIfe Massage Chairs
Customer Answer
Date: 10/07/2024
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 am still waiting for the new chair ,but at this time the delay is a supply chain issue. I believe once the chair arrives I will receive it promptly.
Sincerely,
******* *********Initial Complaint
Date:07/31/2024
Type:Service or Repair IssuesStatus: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.
LET THE RECORD REFLECT THAT I PAID FFL $8,000.00 FOR A MASSAGE CHAIR ON 11/26/21 AND HAVE YET TO RECEIVE A WORKING MASSAGE CHAIR TO DATE!On 11/26/2021 I visited a local authorized dealer for Furniture for Life (Healing Touch) and purchased: D.Core Cirrus Massage Chair in WHITE. This first chair was delivered and I immediately noticed that it didn't operate correctly, along with other sloppy production mistakes, like glue oozing out of the remote controller (not indicative of an $8K chair). A warranty claim was filed. I was put through the warranty claim wringer (calling, emailing, missing work, time wasted, etc) , to ultimately end up with a replacement chair being delivered/exchanged. The supposed white glove delivery was an old senior citizen and a short obese guy, who tore up my new door frame, scratches, dings, etc.) Not the same delivery team from first chair for some reason. All just to get a second chair arrival with a BENT FRAME, all verified/confirmed by Furniture for Life repairman: ************************* *********** Solutions. FFL did order a THIRD REPLACEMENT chair, of which I never received, and agreed to extend my warranty to: March 11, 2028. See all attached screenshots. This equates to two defective chairs being delivered, with a third replacement needed. I have never received one properly functioning massage chair to date! I recently followed up with Furniture for Life and received a reply claiming that they refuse to honor my warranty! Even after putting me through all of this!! No more mister nice guy. FFL owes me a properly working massage chair, via white glove delivery (young, strong, professional, competent delivers), and without damaging my home again in the process, or damaging the third replacement massage chair. It has to be the same massage chair that I purchased and have NEVER RECEIVED TO DATE: D.Core Cirrus model in WHITE color only. Any further resistance will be met with a lawsuit filed for a whole LOT MORE! **** MY WORDS!!!Business Response
Date: 08/05/2024
Dear BBB,
We have arranged for a new chair to replace this customer's existing product. We believe this resolves the issue for this customer. Our service team has been in touch with ******************, and they believe he is amenable to an exchange of his old chair for a new chair.
Thank you for bringing this to my attention.
*********************
Customer Answer
Date: 08/05/2024
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 I don't receive a third defective product.
Sincerely,
***************************Initial Complaint
Date:01/26/2023
Type:Service or Repair IssuesStatus: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 purchased a designer chair for FFL Brands in the $3000-$4000 price range.Not only was it 6 months late, it arrived with clear damage that was a dent made by poor handling or shipping.As soon as they received my payment they were slow to respond to any email. And after I shared the damage they did not respond. I eventually called them and they told me that its wood and marks are natural and they will not do anything about it.When ordering an expensive piece of furniture it should arrive in mint condition, if it does not, then they need to replace it or offer some partial refund. They simply are doing nothing.Business Response
Date: 02/09/2023
Dear BBB,
Based on all the information we have, issue has been resolved with the customer.
Our service team was surprised to see this complaint. Prior to receiving this notice from BBB, we had already replaced the scratched portion of this customer's chair.
Sincerely,
*********************, CEO
Initial Complaint
Date:12/18/2022
Type:Product IssuesStatus: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 purchased a chair from furniture for life at my local store ********************************************************* with a 30 day return allowed subject to 450 fee if returned.Normally the owner did not allow returns but had agreed to this.The chair was paid for on 8/30/22 but was overseas and was backordered.It was delivered 11/21/22 by ****** transfer and unpacked by them-company merchant had deliver. The back cushion would not seat down all the way and hinge joint for the neck was too stiff and I could not adjust it.******* had also said would include backpad to help cushion for spine but did not.The chair was not comfortable and I could not adjust.I asked the merchant if would help me adjust and he said did not have time.His store opens at 11 am and is only 15 minutes away.I paid total of **** with taxes.I told him since I could not adjust it was hurting my back and neck and wanted to return. At first he said no returns but I reminded him on my invoice even states I can with the 450 fee.He threatened to charge me another 3.5% fee since he would be charged to credit me and I could eat that cost.I was upset and argued was not disclosed and he could not .He said would not and I would be contacted about return next week .Company he used was ********************* and they picked up the chair and box 12/8/22.******** had said on prior call because of me would be out **** dollars because of this since would have to dispose of chair since his clients would not want a used chair I replied I could not adjust it and was not comfortable and was not going to keep a chair that hurt **** received a message left by merchant that was just notified 12/13/22 that chair had been picked up and to come and bring card used and would process refund. Had been instructed by him not to call him ever so I was not able to make it to store until 12/16/22-we have been having blizzard and ice storms.He told me would not credit me and that card machine was. returned just that day and would not give me a check .Business Response
Date: 12/29/2022
Dear BBB,
This issue regards a purchase made by **************** from an independent locally owned and operated store. Nonetheless, we did reach out to the store on ****************** behalf, and a refund for the product was issued 1 or 2 days after receiving ****************** note.
Thank you for bringing this to our attention. I believe that this issue has been resolved to ****************** satisfaction.
Sincerely,
********************* - PresidentInitial Complaint
Date:11/02/2022
Type:Service or Repair IssuesStatus: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 purchase a Varier Gravity Chair from FFL in 2019 for approximately $2500.00. The chair has pads for the knees to rest on while sitting at the desk. One of the pads had torn, and I contacted FFL to seek a replacement for the knee pad material only, as it has a zipper that allows you to remove and replace the fabric. They told me to replace this piece of fabric would cost me $2207.00. That is roughly 80% of the total cost of the chair. I also contacted the manufacturer in Europe, who of course, sent me back to FFL. I feel that there may be some price gouging or unfair trade practices going on here, as the price of the fabric cannot logically constitute 80% of the overall cost of the chair. A lot more craftmanship and labor goes into the wood structure, as seen in the picture attached. I use the term price gouging, as they know that there is only one manufacturer and one source in U.S. to by this chair and/or any of its accessories. Although it might be difficult to prove price gouging, it is still illegal in the **** last I checked. I of course, will be filing a complaint with my state's attorney general's office as well, as this is a pure rip off.Business Response
Date: 11/15/2022
Dear BBB,
We have arranged for this customer to receive the replacement part requested. The total we charged was under $350 for the part, and I believe that the customer is totally satisfied at this time.
Please note that the part will take some time to ship from the factory to the customer, but our service team has communicated this.
Please check with the customer. I think you'll find that we have fully addressed this problem.
Thank you for bringing this to my attention and allowing us to address the issue.
Regards,
*********************
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