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:10/02/2023

  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.

   
  Complaint: 20686522
  
  I am rejecting this response because: Company should clearly state that the 100% money back does not apply to any message chairs
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/02/2023

  To who it may concern 

  
  The customer placed an order with us on August 24 for his massage chair. A few days later, he contacted us, telling us to hurry up because our time frame was **** days for delivery, and it was getting close. A few days after delivery, the customer contacted us asking us to refund him $500 because the manufacturer had a sale of $500 OFF during Labor Day, and he had purchased it before. However, at the time of purchase, he received a $1349 discount, which was more than double what the manufacturer offered during Labor Day. We explained that to him, and he understood. A few days later, the customer requested to return his **********************. When asked if there was anything wrong with the chair, he said nothing wrong. When asked why he returned it, he mentioned it didn't work for his wife. Since this is our first return on that specific chair, we offered the customer an option to have the manufacturer's engineering department connect to the chair via Wi-Fi and adjust the settings to his liking. This exceptional service costs $750, but the manufacturer offered to do it at no cost. However, the customer refused and insisted on a return. Once again, we asked if there was anything else we could offer, like an exchange for a different unit to avoid the hassle of returning a 300 lbs massage chair. Once again, the customer refused and insisted on the return.
  We explained that we would start the return process and send an email explaining the process and the fees involved. When the customer received the email stating the 15% restocking fee, he asked where the policy indicated. We pointed him to the return policy, which says, "No Restocking Fees* (Some Restrictions Apply)??Flat Fee of $250 for return shipping." if you scroll to the end and read the asterisks, it states the different restocking fees for the various manufacturers. He claims our policy is misleading. However, we carry some smaller products that don't have any restocking fee that applies, and we have some manufacturers that don't allow any returns at all. This is also stated on our return policy for everyone to see. We are available via phone at ************* for any customer with questions about our return policy. We encourage any customer to contact us before buying regarding our return policy. We recommended he check other dealers' policies so that he could see that we are the cheapest one when it comes to returns. Restocking and shipping fees are an industry standard. Some dealers charge a 30% restocking fee, and others don't even allow returns and only do exchanges. Regarding the chair he ordered, we paid about $1600 in shipping charges plus the restocking fee charged to dealers. Trust me, we don't like to set these fees for our customers, but we are a small family business with one store in *******, which is why we tried to work with him on either adjusting this chair or finding another unit that would have worked better for his family needs. 
  
  

  

  Business Response

  Date: 10/03/2023

  Hi team!!! The customer seems to think that the $2071.15 is money that we kept. But that money that was used to pay some of fees like the shipping to him and the return shipping from him. Also, there's the transaction fee charged by ******, plus the transaction and restocking fee charged by the manufacturer. We do not charge these fees to keep money from the customer, we charge the fees to cover some of the fees charged to us. 

  Customer Answer

  Date: 10/06/2023

  My complaint is that they advertise 100% money back on massage chairs but do not sell any chairs that qualify for that offer.

  Customer Answer

  Date: 10/06/2023

  We have a 30-Day, Unconditional, Money-Back Guarantee from the delivery date for all our massage chairs. We'll pay back 100% of the price you paid for the massage chair* (some restrictions apply), minus the flat fee of $250 for the return shipping charges. We want to make returns easy for you.

  Customer Answer

  Date: 10/06/2023

  Thank you for your purchase on 08-24-2023!
  Hi ****, we're getting your order ready to be shipped. We will notify you when it has been sent.
  
  View your order
  or Visit our store
  Order summary
  Luraco i9 Max **** in *** Medical Massage Chair  1
  Standard Edition / Cream
  SAVE10 (-$1,349.00) $13,490.00
  $12,141.00
  
  Subtotal $12,141.00
  Shipping $0.00
  Taxes $0.00
  Total $12,141.00 USD
  You saved $1,349.00
  Customer information
  Shipping address
  *************************
  ********************
  ****** ** 81321
  ************* Billing address
  *************************
  ********************
  ****** ** 81321
  *************
  Order #T2866

  

  Business Response

  Date: 10/03/2023

  Hi there! Our policy clearly states ( Restrictions Apply)**. We sell more than just massage chairs and some of our products don't have any fees, while the heavier ones do and those are clearly stated on our refund policy. See attached files for reference. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20686522
  
  I am rejecting this response because:
  The business advertising states 100% money back if within 30 days but does not sell a chair that qualifies for that refund. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/12/2023

  Hello!
  You can find our Refund and Exchange Policy at the bottom of our website. It's available for viewing both before and after making a purchase, and is also displayed during the checkout process, in compliance with the law. 
  Within this policy, we highlight which manufacturers levy a restocking fee and which ones do not permit returns.
  
  You can see our return policy here :

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

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20686522
  
  I am rejecting this response because: They do not offer any massage chair that they advertise a 100% money back guarantee for. Ad is misleading.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/16/2023

  The customer's requested refund isn't funds we retain out of desire. We don't receive reimbursements for that money from the Manufacturer, Freighters, or PayPal, as these fees are non-refundable to us. Consequently, our refund policy explicitly mentions a restocking fee corresponding to each manufacturer.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20686522
  
  I am rejecting this response because: As stated multiple times, company does not offer any chairs that qualify for the 100% money back they advertise and should not advertise as such.
  
  Sincerely,
  
  *************************