Infinity Massage ChairsReviews of infinitymassagechairs.com

I have had my Infinity Massage Chair for almost 3 years now. And I have enjoyed it immensely. Unfortunately, my foot/leg massager portion started to develop an oil leak. Most likely from the hydraulic lifters. This is where actions speak louder than words. Where you see how they treat you on a repair or warranty work after the sale !? Sadly, Infinity Massage Chairs didn't score a 5 Star review. And if not for their Customer Service Rep Cody, they would have scored even lower. Also, I must give credit to Technician Martin also who came to replace my broken foot/leg massager. Customer Service Rep Cody was very polite and immediately addressed my concerns but it was the individuals who he relied on that failed... 1. Warehouse person failed to read the shipping label and sent the wrong colored foot/leg massager. 2. Tech Martin found the order was correct and had to call to reorder (extending the repair). When I asked if he was going to take the wrong foot/leg massager, he told me it was my responsibility to call FedEx for pickup or I could drop it off (est. 45lbs 2'x2' Box) . Though, it had a return shipping label it still was my responsibility ? Mind you I will have to possibly repeat this again with the next order. Also, I had to re-tape and repair the broken cardboard box ! 3. After spending 20 minutes filling out the FedEx website to now be their "Customer", come to find out they do not pick up for residential customers with boxes weighing more than 20 lbs. ! Really !? Luckily, I saw a FedEx truck dropping off a package at my neighbors house and the driver was nice enough to take it. It took both of us to lift it because of the awkwardness / weight shift. Part 2 1. This time the correct colored Foot/leg massager was sent but we were missing some shims. When the white glove installers assembled my Infinity Massage Chairs at delivery, they failed to put in the shims. Tech Martin had one shim and made it work. Phew ! But, he still would not take to broken foot/leg massager. Said, Infinity Massage Chairs does not want tech to have parts and plus it would not fit in his car / trunk . 2. I again had to re-tape and repair the cardboard box to ship it back to Infinity Massage Chairs. I called Infinity Massage Chairs again for help. They transfer me to tech support where I talked to an individual who told me, it was my responsibilty for shipping the item back but he will make an exception this one time for me for pick up. Wow !? I thank him and waited for the call from the individual who would be picking it up. Days passed .... 3. Finally, I called again to see what is happening ? What a blessing, I got Cody again. He is truly an asset to your Company ! He apologized and remembered working on my repair order from the beginning. He saw nothing was being done and immediately got the wheels rolling. 4. With in a day I was contacted by Clyde for a scheduled pick up. Both Cody and Clyde totally understood my predicament with shipping this type of product back. Both said this why they have this service for Infinity Massage Chair Customers. Kudos to both of them ! Sorry, for the long review... I have posted previously on this site on how wonderful my Infinity Massage Chair has been. But, it goes both ways and I hope this helps future customers when deciding to purchase a very expensive massage chair. Infinity Massage Chairs, this is something you need to work on and Kody should be the lead teaching it ! Just think of my time wasted for a warrantee repair ... #thankgoodnessImretired

ordered chair, then had to wait a month for it to be delivered and set up. mighty long time for a delivery. techs got it up and running. 1st time i used it found out that footpads were not there and techs didn't mention it. 1st time rollers rolled my feet i really knew it. called c.s. and was told 4 to 5 business days to get pads. rather long time to get part delivered. by the time i finished my 1st session, the foot rest became stuck in the up position. difficult getting in or out of chair. called c.s. following monday and was told a replacement actuator would be sent out in 4 to 5 business days and then a service tech would be notified to complete repair within 4 to 5 business days. i objected to the time delay and was told they try to do better. next day i had a tech come and repairs were successful. guess it's true about squeaky wheel. a general comment about chairs auto function-- not being able to lower the intensity of rollers for the programs was a hurting experience. i run everything in manual at the moment to acclimate my spine to the pressure and hope to get to use auto programs in the future. my experience WILL get better. thanks

Started working on an issue in November, I was out of town so repair date was early December. Repairs didn’t fix the problem, so called back late December to inform them that I had the same problem. Had repair scheduled for a Friday in January, on Monday I received a call from AIT that the appointment was canceled. After 10 days of no communication I called AIT back and they claimed they had no record of an appointment ever being made even though I had a repair order number. They said I needed to contact Infinity directly. After calling Infinity I realized that the two parties were disagreeing about who should cover the cost of the second service call. Eventually Infinity agreed that I needed another part which they sent. I requested that the tech come in the morning so if we had complications Infinity’s tech team would be available. The repair technician arrived at 4:30 and wasn’t familiar with my model of chair that I had, by the time he needed assistance the tech line was closed. The chair is fixed and working well, but I’m disappointed with the repair service on what I consider to be high dollar item. The 3 star rating is because of the quality of communication and service that AIT provided, not the Infinity company.

First with the good. Lewis is amazing, communicates well, responsive, flexible. Even brought a bone for our goofy German Shepard who got crazy when saw Lewis. Now the not so good. I cannot say the same about the company. My first interaction with their dispatch/customer service was: This is our process. First we ship the parts, then we give it to the technician, who then has 5-7 days to call you to make an appointment a week out. So by the time you are done with the process, you can apply for Medicare and we don't have to service your chair any more cause you warranty expired. Luckily they changed their tone, when I gave them the option to send the tracking to the technician, or I can return the chair to Costco. Lewis got on it right away and got here the day after the parts arrived. Took them 3 attempts and parts 3 different times to get the unit fixed. Even on the third part attempt there was a missing part, an important missing part, some sort of sensor that if Lewis didnt think out of the box and swapped a part hoping it will work, we would have had to return the part again and wait yet for another.

After a few months of use the massage trolley ceased moving; it was stuck in one spot. The tech support folks pretty quickly sent what they expected were appropriate repair parts and told me they'd get field support scheduled. It was about 5 weeks before the contract field support arrived. In the interim I had several communiques stating scheduling efforts were underway. The tech replaced suspect parts, the trolley is again moving. But, the information display seems to work differently every time. Sometimes the hazard page pops up and sometimes it doesn't. It seems like the programming is unstable. If it had firmware I'd say it needs to be upgraded. I bought this chair to replace one that's about 7 yrs old and had a similar failure. For now I'll say it is mostly functional but I'm worried for how long that will be.

An incomplete part was sent originally so when the tech came out he got on the phone with Infinity and explained it to them but they wouldn't send the correct part without me calling them directly. What would be useful is to contact the customer to confirm this information rather than have the customer call the company. This might have sped things up

Good massages and like the controls. Had to make 2 different service calls within 4 months of having the chair. First foot rollers were not plugged in. Second request had major air bags issues.

Purchased the Kyota Yugana M784D Massage Chair from Costco online in December 2024. Disappointment #1 was with the delivery. They showed up late at night hours past their timeframe requiring us to cancel our evening plans. They did not unboxed it and the box had damage to the side. Fortunately the damage did not impact the chair as it was well packaged with foam inserts and thin plywood. The chair worked great and I found it to be quite impressive. Disappointment #2 was after only two uses the back roller unit quit working. Normally I would take the item back to Costco but due to the size and weight I chose to let the manufacturer attempt to repair it. Costco helped to coordinate contact with Infinity and they troubleshot the problem over the phone. They sent out the parts to my home and then once the parts arrived had a tech come out to make repairs. Disappointment #3 was the parts they sent out were used and defective. The gears were stripped and it was not professionally packaged. The PC boards were not in static bags and the tech was unable to repair the chair after spending over an hour tearing it all apart. They were also supposed to send out a new handheld controller which had a scratch on the display but it did not arrive. BTW this particular chair controller is not a touch pad and the keyboard does not light up so it is difficult to operate in low light conditions. Success! The tech ordered a complete back roller unit replacement and a controller. They arrived in about one week and two days later the tech came and installed it. This fixed the problem. After reading all the reviews on Infinity Massage Chairs and my own experience I can not recommend their products. I gave them a 3 Star rating for their efforts to make repairs but I feel the company has a long way to go to be a 5 Star company. If you’re considering buying a massage chair I recommend you do some research and actually test them out to be sure you like the feel and features. Definitely look at the reviews as these chairs aren’t cheap and it appears there are a lot more complaints than a typical product may incur.