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:02/05/2025

  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.

  I ordered a massage chair on 8/1/2024 via their website in which I obtained financing for $4,600.00 from ****** financing company. I realized I ordered the wrong chair and canceled the order. No refund was provided to the financier Affirm, leaving me with a $4600.00 bill that has went to collections. ************************ customer service reps. ***** they can't look up any information about the purchase.

  

  Business Response

  Date: 02/17/2025

  Customer has received a full refund. Please see attachments.

  Customer Answer

  Date: 02/17/2025

   
  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,
  
  Vuitton *********

• Initial Complaint

  Date:12/13/2024

  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.

  Bought massage chair max chair. For $2500.Upon receiving the chair the leg airbags did not work. I called and spoke to the "supervisor" When I said "the chair I received in the mail didn't work properly the rude woman on the phone was unwilling to let me return the chair, connect me with the tech or a superior. She hung up on me over 35 times over the course of an HR..each time picking up saying "are you calm yet?" Before hanging up if I didn't reply with a clear yes or no. I simply replied "hey I'm a paying customer who was delivered a ********************** and it doesn't work. It'd like to troubleshoot it. " i was told your better off returning the chair so we don't have to deal with your warranty for 3 years". I figured I'd take that as a sign and asked to start the return process. . . She continued to give ultimatums that she demanded I'd respond to with a clear yes or she'd "hang up and block me" which i said was illegal. I spent money. The product doesn't work. I want a refund. I dont have to jump through hoops because you're rude and on a power trip... i simply repeated calmly can I start the return process. I was hung up on about 20 more times probably an hour and half process as incontinued to call.... I eventually called her a b**** ..because I like to be as honest as possible and she would not let me start my return until "I apologized" mind you this woman was completely rude from the beginning of every phone call I've ever had with her. I eventually called and spoke to the "boss" ****** she was the same. They passed me back and forth on hold to each other laughing and putting me on hold. TLDR I was told there will be a restocking fee of $250 If I am charged a $250 restock fee or shipping I will be taking legal action 100%Restock fee for a bad product is a SCAM... STAY AWAY. If anyone wants to listen to the entire recordings of the entire event it's quite obvious I was NOT the antagonist at all email me at ****************** for the entire unedited recording.

  

  Business Response

  Date: 02/14/2025

   

  In regards to the customer **** ****. 

   

  We have made several attempts to help this customer and he has disrespected every employee we have including the Supervisor. 

   

  We have made several attempts to help him solve his problem. When we reach out to him to rectify the situation he will not let us get a word in and still tries to berate our staff using racial slurs and cuss words. 

   

  I'm not sure how to proceed further. We are still willing to help him if he could kindly talk with our staff. 

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22683676
  
  I am rejecting this response because: they replied saying I used racial slurs or  that I have been rude or berated their staff. We also only spoke on the phone 1 time for 1 day. None of what they replied with is true. In fact since my complaint *** received a call from the " new customer service specialist" apologizing for my treatment and notifying me that the person who treated my rudely  has been fired. This response here on BBB and the apologetic phone call I received are in complete contradiction.  It seems this company gets the same type of complaints here on BBB and lies in their responses about customers to deny fault. I had to fix the ********************** myself and only kept it because of how hard they made it to return. Unfortunately I won't be able to recommend to any buyer. BUYER BEWARE. If you'd like a copy of full unedited conversations between me and this company email me at ******************* you won't believe how rude, antagonistic and unprofessional they are. The supervisor is in on this as well. It's a shame. Again for the record  I never used any racial slurs. I have the full recording and am now planning of taking legal action unless these public false accusations are removed promptly.
  

   

  If you want peace of mind go with another brand
  Sincerely,
  
  **** ****

   

   

  

  Business Response

  Date: 02/15/2025

  The chair has clearly been fixed and we no longer want to deal with this customer further unless he would like to return his chair. This customer clearly has mental issues that we can not deal with personally. 
  
  If he needs help fixing his chair he can call us respectfully and we will do everything we can or return his chair and receive a full refund. 
  
  

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22683676
  
  I am rejecting this response because: I was accused of using racial slurs on public record [here]  which I did not and would never do. If they want this closed they will delete these lies and apologize or I will take legal action. I have the entire recording of this exchange and this company clearly has a pattern of mistreating customers. Just look at the other complaints. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:09/13/2024

  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.

  This store is scam the company is rude never told me it was coming from ***** need this medical device from a reputable company but this company is holding the money I need to buy the chair

  

  Business Response

  Date: 09/25/2024

  This customer made an online purchase. We do not take orders over the phone. Our customer service team had not received any calls prior to his purchase. If the customer called, we would have gladly let him know our chairs are manufactured in *****. Which we are very proud of that! After the purchase was made, the customers wife called in and let us know he was not given permission to even make such a large purchase without letting her know. She requested we cancel the order. We explained that the chair had already been shipped and we have no problem canceling the order, but we will be deducting a $250 restocking fee. He was very upset about that. This is stated on our website. Although, he was very upset we still decided to go ahead and waive the return fee. We have done everything to make this customer happy. We tried to refund him the full amount, but he disputed the charges on his card already. Now we are unable to refund his money. The customer service supervisor also reviewed all calls ( They are recorded) ,and not one rep was rude to him. We are more than willing to refund his money, and are still waiving the restocking fee. 

• Initial Complaint

  Date:04/15/2024

  Type:Delivery 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 placed an order for a massage chair through Amazon. For some reason the order could not be filled in time. I received a call from an employee of this company who encouraged me to cancel the Amazon order and to order directly from them. Since the Amazon order included white glove service, I was told it would be included and for an extra incentive, they would send me a free shoulder massager. When I called to confirm the order would be honored in such a way, the employee told me that nobody would tell me such a thing and that I was not telling the truth. I asked to speak to the manager and I was told that she was the manager. I then asked for her name and she refused to provide it. She then told me that I could hang up if I like. I called back to speak to a different employee and I was sent to voicemail. After repeated attempts, I was able to get through. A different employee, named ***** answered, but refused to provide the name of the manager. She agreed to transfer my and sent me to a voicemail again. I called once again and was met with hostility and disrespect. The manager spoke over me and told me that she was going to cancel my order and hung up in my face. Mind you, they have a hold on my card for over $4,000 and I was simply calling to confirm my order fulfillment. I would like a resolution to my issue and my money to be refunded.

  

  Business Response

  Date: 04/18/2024

  This customer called corporate and was upset about an order he had cancelled on Amazon. 

  We tried to help this customer the best we could. We even offered him free White glove service valued at $300. We also sent him a heated neck and shoulder massager valued at $150.

  This customer continued to be disrespectful and irate to both of our staff members. This customer still accepted every gift and still wrote a bad review.  We here at massage chair max do not condone any disrespect or rude behavior to our staff. Neither do we allow customers to use words that are unacceptable towards them. This customer continued to call all day and harass our staff members. He also threatened them, which again we do not allow. 

  This customer still purchased the ********************** and accepted all of our free gifts. 

• Initial Complaint

  Date:05/24/2023

  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.

  I purchase chair in March. I had to call and find where and when it was to be delivered st the holding. Had to pay for slinding glass door to be taken out to get it in. That was fine. But now they want me to wrap it and set outside. Before sending me a new one. The chair has not worked since I got it. They sent 2 different tech to work on it and could not fix it. Now they say my refund time is ended how could it end when it never worked. I would have to pay someone twice to take sliding glass door down to get new one and they will not reburst me for the money. I had to change my schedule to be here for techs. ******* has been very rude. I deserve a refund and they will not let me talk to management and they will not call me back. Please help this been so wrong. THANK YOU

  

  Business Response

  Date: 07/06/2023

   

  To Whom this may concern,

  *********************** purchased a MD906 ***************** massage chair March 20,2023 directly from our Amazon site 

  On April 14,2023 She called wanting to start a claim. 
  She stated her chair had no air pressure, neither in the footrest, back, or armrest. 

  We proceeded to take her information so that she may speak with our head technician. 

  After speaking with the technician, he advised us to send a motherboard and air pump to this customer, and also arrange a handyman to repair her chair with no cost to her.

  All extra parts were shipped and a local tech was sent to repair her chair on April 28,2023. Appointment was scheduled between the tech and customer. 

  Unfortunately the tech could not repair the chair , or find the source of the problem.

  We informed the customer that this case is special, and that we would give her a solution the following day.   

  To express our apology, we will also sent a free massage gun to the customer as a gift.

  The following week we sent a new part and a new handyman to repair her chair. ********************** lives in a rather remote location, so it was very difficult to find a handyman that worked on products like ours.

  Once we did, we sent him out to repair. To know avail, the chair could not be repaired. We offered several times to send a brand new chair with no cost to her at all. She has refused every time. She Would like us to find someone to remove her glass doors in order to pick up the chair. Because of liability issues we can not send anyone to remove glass doors. She will need to find someone to remove them on her own accord. After she has the chair ready for pickup we will gladly send a carrier to retrieve the chair and send her a brand new chair. 

  Customer began acting very irate and using very inappropriate words towards our staff. We still handled her with kindness and we are still offering to send her a new chair. But unfortunately she will need to remove her glass doors.