Stuart M.
I purchased an iZen Aspen model massage…
I purchased an Aspen model massage chair from iZen in early 2022. During the first year I had issues with the chair not responding to the MANUAL mode functions. AUTO mode was fine as far as I remember, but MANUAL mode didn't perform half of what the chair was supposed to do. After much emailing, phone tagging, texting, and being ignored by iZen for long periods of time, the issue was finally resolved. The resolution to the problem was that the instruction manual left out quite a bit of information concerning how to operate the controller. The guys in New Jersey admitted they didn't know the chair had the capacity to do what I insisted the manual was stating it should do. New Jersey iZen Innovative folks contacted the maker of the chair and got the information and instructions on how to proceed to utilize all the MANUAL mode functions. Alright, got that settled. Just a couple months or so later, the chair arbitrarily starts getting stuck in place in various positions of the various functions, while in operation. The rollers would stop rolling, and just stay stuck in one position. Sometimes on my neck, or head, or buttocks, and all points between. I contacted the iZen people in Clayton New Jersey repeatedly. Over and over with emails, videos, pictures, texts, phone calls, all to no avail. Supposedly the upper management ended up pawning their logistics man to help me. Made no sense to either if us since he wasn't a tech, or an executive with enough weight to make it right with me. You see folks, I only wanted what I paid for. A massage chair that was guaranteed to enhance my quality of life, and better my health. Chiropractor visits get spendy and I was searching for a long term solution to my chronic back and hip pain. The iZen models in the airports are what sold me on getting one. I contacted iZen and told them what I was considering based on my experience using their chairs in the airport. The salesman stated that the in-home models were far superior to the commercial line and that I'd be so very happy with a in-home model, and so I agreed to buy one, along with the white glove treatment and the 3 year extended warranty. Well people, long story short, they haven't backed their warranty and they apparently never will. The last email I received from iZen had two pictures and a 15 second video instructing me how to disassemble my massage chair and whack an electrical component with a tool that didn't exist as pictured. True story. My treatment by this company is terrible and just wrong. Do yourselves a favor. Buy a Costco massage chair that has a good money back guarantee, or at least buy a chair from a reputable BBB accredited company. I should've done more research myself, but if I can protect someone else from the mistake I made then I say good.