I ordered a 3000 model massage chair from the Takemi Select Wholesale Outlet in time to get it for a Christmas gift for my husband. On their website they promise 3-5 business days for delivery. I received the chair on about January 18th; I ordered it on about December 20th. When they called and said I would not get the chair until mid-January, I asked what happened to 3-5 days for delivery. They said, "Oh that was for 'processing.' I told Mike/Robert/Steve (or whatever his actual name is) that "shipping" does not mean "processing, " and no one would confuse the two, but I had no recourse.
Strike One.
When I got the chair nearly a month after ordering, it was of inferior quality and actually caused pain the massage process, pressing directly in the spinal cord. Obviously this was not the satisfaction that they guaranteed "no questions asked, " and after a few days, the pulsing thigh massage stopped working. Yes, it broke. So I began the process of trying to get the chair replaced.
All was going fairly well when Mike/Robert/Steve told me that I had to return the chair in the original packaging or no return was possible. Of course I expected to like and keep the chair, so naturally I recycled the packaging. No original package, no deal said Mike/Robert/Steve.
Here is a quote from his email on the subject:
To return the chair and receive a refund requires that the chair be returned in the original box and packaging. I am sorry that with out the original box and packaging, I cannot issue a Return Merchandise Number for the return of the chair. I am sorry.
Strike Two.
But the packaging requirement was for the guarantee, which they were obviously not going to honor. Did it also apply to the warranty, since the chair broke? I guess I'll never know since Mike/Robert/Steve and the half dozen other people I emailed at the company, stopped responding to my emails.
Strike Three.
Then I discovered this site and decided to help warn consumers. Maybe this will also get them to honor their warranty. HERE IS THE LATEST COPY OF MY EMAIL TO Mike/Robert/Steve:
Mike/Robert et. Al.,
I find it positively incredible that this is now my 4th email attempting to accomplish the very simple goal of returning a BROKEN chair (3000 model), with which we are obviously not satisfied, and purchasing a MORE EXPENSIVE chair (11000) to replace the one which is BROKEN and UNDER WARRANTY.
And you have simply stopped responding to emails about this unresolved issue. That is inexcusable.
Your claim that the warranty is only good if I retained the original packaging, is bogus, and even if that was your policy, it is superseded by Maryland law. You seem to believe that your "original packaging" requirement relieves you of the obligation to fulfill your warranty. That is simply not the case. Maryland law does not allow you to give bogus warranties or to make false or misleading claims in your advertising.
You have already made false and misleading claims in your advertising on countless occasions so far, in our short "friendship for life" including, but certainly not limited to your claim of shipping in 3-5 business days, which turned out to be nearly a month. And now you're simply not responding to the requirement to make good on your warranty, which is turning into another false statement. Certainly all of the glowing testimonials on your website do not match my experience. Do those constitute more false statements?
Now, I'm going to ask once more: Can we please arrange the simple task of returning the BROKEN CHAIR and purchasing the MORE EXPENSIVE CHAIR?
I will continue to insist that you make good on your warranty and will not accept "NO, " for an answer. If you persist in your non-response, I will file a complaint with the Attorney General and a law suit. I certainly do not want to do that, but again, I'm not going to let you take advantage of the situation, when I purchased a very expensive chair, and am offering to purchase another, more expensive chair. Please, let's not go there. None of us need the hassle, aggravation, expense or publicity that will generate.
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