Massage ToolsReviews of massagetools.com

Response from Massage ToolsMay 30, 2025

This customer placed an order for a Chattanooga - Hydrocollator E-2 stationary heating unit on April 22, 2025. This item normally has a 2-day leadtime, but upon receipt of the order, the manufacturer indicated they had a temporary stock-out and would work to verify the product's leadtime. Before we were able to confirm the leadtime with the manufacturer and communicate it to the customer, the customer called us to request a status update. We explained the situation - including the fact that the manufacturer was working to confirm the timeline of the product's availability - and tried to help the customer find a substitute product, but he needed the exact out of stock item in question. We accepted his cancellation and refunded his order on April 28, 2025. Occasionally the payment merchant holds back a portion of the refund temporarily; the customer's full refund was processed very shortly after his request to cancel. After we reached out to him about this review, he indicated he wished to revise it but stated that he had lost his Trustpilot login credentials. In the rare instances in which product leadtime information on our storefront is not completely accurate, we work to quickly inform the customer and recommend substitute products. Per our terms and conditions, the customer always has the final say over whether to continue with their order and we always grant full refunds in situations in which the customer does not agree to a substitute product and requests a cancellation instead. You can read more about our cancellation policy here: https://massagetools.com/shipping-warranty-returns.html

Response from Massage ToolsJul 11, 2025

This customer placed an order on March 21, 2025, for an Earthlite Ellora Electric Lift Mobile Massage Table, a custom-made item with an estimated lead time of 2–4 weeks. The order shipped April 10, 2025, via White Glove Service, which includes delivery to the room of choice, unpacking, setup, and removal of packaging, as detailed on our website (https://massagetools.com/shipping-warranty-returns.html). Tracking was emailed April 11, and delivery was completed April 18, 2025. The customer left the above review 13 days later, on May 1. To respond to some of the customer's specific comments: "I had to call them the day before to see if it was coming and of course it wasn't" The customer contacted us before the carrier had reached out to arrange delivery. We promptly provided carrier contact information so they could coordinate directly. "Zero communication on that" Our records show consistent communication via email and phone to keep the customer updated. "It came in 10 days later so I had to cancel clients and lost more money" The order shipped April 10 and delivered April 18, within the stated lead time. Freight delivery by truck balances speed and cost, with transit times of 3–10 business days. "Then I paid hundreds extra for white glove delivery because there are two flights of stairs." This customer paid $595 for White Glove Service, which includes delivery to a room of choice, unpacking, and removal of packing materials and pallet. This delivery was performed satisfactorily. "They sent ONE person so I had to help him get it up the stairs anyways" White Glove teams usually include two or more people, but depending on item size and tools used (e.g. moving harnesses), a single trained professional can complete delivery, as was the case here. This customer was under no obligation to assist the delivery person and our customers do not need to assist white glove delivery teams when deliveries are being performed. We ask our customers not to worry about the ability of the assigned delivery person to complete delivery. "And of course every time I call they say they are waiting to hear from the third party business. Interesting, it's been weeks since then." This customer waited less than 2 weeks after delivery to leave this review, while our attempts to address her concerns were still ongoing. "They will give you the run around and not refund when they did something wrong" This customer's delivery was performed satisfactorily - which she does not dispute - and she is not entitled to a refund for a delivery service which was performed and for which we bore the costs. Nonetheless, since late April, we have tried contacting the customer multiple times via phone and email to discuss her concerns and an appropriate resolution but she has not been responsive. We called this customer on May 1, May 7–9, May 12, and May 14 and emailed her on May 5 and May 15 with no response. If our customers are ever unhappy, we always try to find a resolution - but they must be willing to speak with us before we can do so. We wish this customer the best with her table and business.

Response from Massage ToolsMay 31, 2025

This customer ordered an Oakworks Proluxe on December 24, 2024. The order shipped February 3, 2025, via our white glove delivery service. Delivery was scheduled for Thursday, February 13 at 6:00 PM, but the agent experienced a rare mechanical issue with their truck and had to reschedule. The agent left the customer a voicemail apologizing and offered to reschedule for Monday, February 17 or Tuesday, February 18. On February 17, the customer called us claiming the agent had failed to deliver or communicate on three separate occasions. Our representative assured her we would investigate and coordinate delivery. Our fulfillment team followed up with the agent, who confirmed only one previous appointment (February 13) had been set. The agent also said the customer had agreed to a new delivery for February 18 between 2:00 and 6:00 PM. However, on the morning of February 18, the customer left a voicemail with our agent canceling the delivery, then called us and stated she wished to cancel the order entirely, citing a lack of trust in the white glove agent. According to our Shipping, Warranty & Returns Policy, canceling an in-transit order or refusing delivery for reasons other than visible damage constitutes an elective return. Her reason—mistrust of the delivery agent—does not exempt the order from our policy. Our Policy (https://massagetools.com/shipping-warranty-returns.html) states in part: "Refusal of Freight Delivery Once a freight item has shipped, if you refuse to accept the shipment for any reason other than visible damage… your refusal will constitute an elective return under our Returns Policy." And: "The freight carrier will call you at least one day in advance to schedule a delivery window… We cannot guarantee delivery on a specific day or time." We explained that her cancellation would be treated as an elective return but also offered to reschedule the delivery and handle all communication on her behalf. She rejected both options, became verbally abusive, insisted on a full refund despite the non-refundable shipping costs we had incurred, and ended the conversation. Customers cannot select which agents we use for a particular white glove service, and no vendor in our industry offers this option. Still, to facilitate an amicable resolution to this customer’s order, we located a new white glove delivery agent on the afternoon of February 18. Shortly thereafter, the customer posted this Trustpilot review and initiated a chargeback on her order. On February 19, we hired the new delivery agent at an additional $200 expense to us. The customer agreed to rescind the chargeback—which would otherwise have failed—as a condition of proceeding with delivery. The new agent picked up the customer's table from the original agent and delivered and set up the new table for the customer on February 25. We issued a $200 courtesy refund that same day. In sum, we refunded the customer $200 (outside of our policy) and spent $200 of our own funds to arrange an alternative delivery agent (also outside of our policy). The delivery process was complicated and prolonged by the customer’s refusal to accept a policy-compliant solution and her combative stance from February 18 onward. After delivery, this customer updated her Trustpilot review: "UPDATE: 2/25/25 The company finally responded once I put a claim in with my bank and found another carrier to deliver the table; only refunded me $200 in shipping even though I paid $595 for white glove shipping & delivery, so glad this ordeal is over." The customer received the delivery service she paid for—via a second agent at no extra charge—and a $200 refund she was not entitled to under our policy. We strive to do right by our customers, even when it comes at a cost. We successfully deliver thousands of freight orders to our customers each year, with well over 99% completed smoothly for happy customers. We wish this customer the best with her table and her business.

Response from Massage ToolsSep 10, 2024

Hi Darryle, Thank you for this review. Some products on our website, like the one you ordered, are fulfilled from third-party manufacturers. Most but not all of those manufacturers confirm an estimated ship date for those orders at the time we request the order's fulfillment. In the case of the product you ordered, the manufacturer was out of stock when we transmitted your order but nonetheless indicated to us that they were in stock. You contacted us on Thursday, July 11th to request a status update on your order. That same day, our order fulfillment team contacted the manufacturer to verify that your order had shipped. However, we did not receive a response from the manufacturer until the morning of Monday, July 15th, at which point we responded to you with a full update on your order. We agree we should have responded with 1 business day (by Friday July 12th), not 2 business days, to your request for a status update. We have tweaked our process to ensure quicker response times when providing order status updates going forward. We have also updated our process with this particular manufacturer to ensure that the miscommunication about the inventory availability of products they fulfill on our behalf is not repeated. Thank you again for your review, as it will help us better serve others in the future. Massage Tools Customer Service

Response from Massage ToolsSep 10, 2024

Hi Nicole, Thank you for this review. We regret that you feel so frustrated with your experience purchasing from us. You ordered two Earthlite Ellora tables from us on May 7 with white glove delivery service. Your tables were delivered the morning of June 12. You refused delivery of one of the two tables due to a small tear in the corner of its upholstery. Later that morning you informed us that one of your tables had a small tear and that you had refused delivery. We consulted with Earthlite about the tear and Earthlite confirmed that their recommended solution was to provide you with an upholstery repair kit. We contacted you to inform you of Earthlite's recommended solution and offer you the following: 1. Complimentary white glove redelivery of your second table (each white glove service costs us $500-600 but we agreed to provide this for free for you). 2. A complimentary upholstery repair kit from Earthlite, per their recommendation. 3. A $200 refund on your order for the delay and inconvenience involved in the redelivery of the second table. You appeared to indicate that this offer was satisfactory to you by stating that you would accept it. Indeed, we paid over $800 out of pocket to provide a satisfactory resolution and customer experience for you. So, we were surprised to learn through this review that you were unsatisfied with your experience. We agree that we should have been quicker with some of our communications with you regarding redelivery of the second table. We apologize for these delays. We have implemented process improvements to ensure that we can more quickly handle significant deviations from our normal delivery process so that our customers receive all the items in their order as fast as practicable. Our customers' experience in ordering from us is our number one priority. We appreciate your feedback and wish you and your business the best of luck. Thank you, The Massage Tools Customer Service Team

Response from Massage ToolsMay 23, 2018

Thank you for taking the time to write a review. Upon reviewing this order I do see it was for a hand held massager and that the massager weighs approx 3.5 lbs. We do have a 15% re-stocking fee on hand held massagers as we are unable to re-sell them as new. We do care about customers, however this is our return policy. Please check our return policy online or feel free to call at anytime prior to purchasing if you have any questions. I apologize for your experience with this item.