After 2 months anxiously waiting for my massage chair it finally arrived on July 10th. After putting it together and trying it out we found that it did not do several things it was advertised to do. IE: vibrating foot massage, (does not have) foot rest able to be adjusted, (cannot be adjusted) massageing modes able to have strength, width and speed adjusted. (only width and speed can be adjusted). Also the foot massage should have a high and low intensity adjustment. The low intensity does not work at all.
So I called to see if I was doing something wrong only to be told I had to email the company as it was there policy not to have consumers talk to the technicians by phone. I then started worrying and did some research and found this site. I emailed my concerns to the company, to 3 different people.
We decided to send the chair back as we felt it was not the chair we bought in good faith.
This was the response:
Eileen,
The lower leg has no adjustment width or length wise.
The air bag adjustment is the high and low pressure.
There is a node that will intermittingly pop up to stimulate the palm of the foot. You can adjust the lower leg rest from all the way down to all the way up and anywhere in between.
All you will need to do is rebox the chair in the new condition original box and packaging. A box that has been destroyed and re-used will not qualify for a return. You will need to pre-pay thre return shipping cost to return the chair. Upon arrival the chair will be inspected to ensure that there is no damage and that all of the accessories are present. Once the chair passes the arrival inspection. All monies will be totally refunded back to you. If there is any damage to the chair. The damages will be pro-rated out of your refund.
Once the chair is re-boxed and packaged. Just email me back letting me know and I will initiate the return of the chair with the shipping company and I will arrange the return of the chair with you.
I then replied with this:
Steve,
I am a little confused as your buyers insurance warranty specifys " ABSOLUTELY NO SHIPPING COSTS, NO QUESTION ASKED!" so why would I have to pre pay shipping. Also the box had holes in it from the shipping company as noted on my shipping manifest and in order to get the chair out of the box you need to open it so how can I not reuse the box? That is just ludacris. The lower leg was advertised as being able to be adjusted and the low pressure as I stated before is not working at all. Also the instuctions say you can adjust the strength, width and speed of the various types of massages ie: shiatu, flapping, kneading etc. And there is no adjustment for strength and the massage is just to intense it hurts. I will not pay for return shipping costs as your 7 day warranty states again ABSOLUTELY NO SHIIPPING COSTS! Thank you for your time. Please advise further.
Reply:
Eileen,
The return shipping cost bwill be totally re-imbursed once the chair has been returned and inspected for damages. Once the chair has been received and determined to be free from damage you will receive a complete refund. If there are damages such as scratches and missing accessories. Those damages and accessories will be deducted frfom your refund. Let me know when you are ready to pre-pay the return shipping and I will arrange for the return of the chair.
We are an active duty military family and bought this chair in good faith because it seemingly had a good warranty. We do not have money to send the chair back and I certainly am not sending any more money to them as it seems they do not refund money already given in good faith. It has not even been 7 days and the company is not abiding by its warranty as it has not done with several others on this site. Please be aware of this company. I will be reported to Better Business Bureau and also will be getting the military legal team involved. All I want is to return the broken chair and not pay shipping charges. Will keep posting as it progresses.
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