Chris E.
Very Disappointed
Let’s see, I ordered a massage chair on 4/18/22, the chair shipped on 4/22/22. They shipped it to a place in Billings MT, to have the white glove team set it up and then it was suppose to be delivered. It is 5/20/22 today and I still do not have the chair. I have been in contact many times and just keep hearing that the chair will be here, apparently I was told that I called the shipping company and said I wouldn’t be home for a month, which is a lie. That never happened. I paid for white glove service but they have decided the best thing for me was to just get the chair and put it together myself, which I agreed, I just want the chair. So the big news was it was to be delivered today and I received a tracking number and it shows it’s out for delivery. Guess what it’s not here and it is 10:15pm. This is a badly run operation, they are quick to take the money when you order, but that is the only thing quick about them. I suggest if you want a massage chair to look elsewhere. Who knows if I will ever even get this chair. Update: Finally got the chair, 34 days. I did get my money back for the White Glove Service, so I guess better late than never. After reading your response, maybe you should have your team not tell me that it would be delivered sooner in an email, I was only going off what I was told. I was told in an email it shipped on April 21st, and it would take about 3 days to get to a white glove agent, and then they would be calling me later that week to setup delivery. But that never happened nobody called me and nobody set up anything. So don’t act like you guys did everything you could. If I didn’t call and hound you guys, I still wouldn’t have the chair. So get your facts straight. Instead of being quick to tell me I am in the wrong. But yes thank you for refunding me the white glove service, since my wife and I assembled it myself, when I paid for someone to do it. Also I appreciate the upgrade on the warranty, but would you have done that if you had felt you guys did nothing wrong.
Response from Massage Chair StoreMay 27, 2022
Hi, Chris, I truly am sorry for the negative experience you seemed to have had thus far with your purchase. I do hope your experience with your chair is more positive overall, but I did want to briefly address the complaints you've listed: In regard to your delivery timeframe, while we can understand how frustrating it can be when you're waiting on, especially, such a large purchase, our delivery timeframe for all massage chair purchases is between 4-6 weeks. So if by your own admission you received your chair within 34 days of placing your order it sounds like you received your chair nearer the quicker end of that timeframe. It is true that we refunded the $399.00 cost you paid for White Glove assembly and arranged a standard pickup instead when, unfortunately due to the distance between your home and our agent's warehouse they were not able to accommodate your assembly as quickly as you would have liked; but one thing you do not mention is, on top of issuing that refund with our sincerest apologies you also spoke with one of our representatives on May 23 who upgraded your warranty to our most comprehensive Infinity Care Max warranty (normally a $599.00 cost) for free, and you seemed to be very happy with those resolutions. Again, I do apologize for the negative experience you had during our delivery process and hope that you enjoy your actual purchase more, but it does need to be understood that we have done everything possible as a reputable company to rectify the situation and keep you happy: We delivered well within our expected timeframe; we acknowledged our shortcomings in this situation logistically and fully reimbursed you for the cost you paid for White Glove assembly, and we extended your warranty at no cost to you. I truly hope you understand that we have tried earnestly to keep you happy as a valued customer. Hopefully you don't have any further issues, but if you do please give us a call at 603-910-5383 and we'll be happy to help.