Aaron C.
Good communication with delivery after mix-up.
There has been good communication about the delivery with the mix up on the order, but it has been a really bad experience. I ordered a V6 massage bed and received a model V5. After receiving it I was told that the V6 bed would possibly come on Wednesday from the manufacture Ceragem but now I have to wait another week for the bed to arrive. I was wanting to use the bed after being in a lot pain with my back and all, such a disappointment. Maybe it would have been better ordering it directly from the Ceragem the manufacturer, it's always hard with third party companies, and the shipping I think they are using two different companies. Hopefully things can improve with the whole process.
Response from Modern ReformFeb 27, 2026
Hello Aaron, Thank you for your patience and for highlighting the clear communication you received during this process. We sincerely apologize for the disappointment and the delay in getting you the relief you need for your back; we know how important that massage therapy is to your recovery. To provide some clarity, while the V5 unit was mistakenly shipped directly from the manufacturer’s, CERAGEM, facility (all products bought online ship directly from the manufacturer), we intervened the moment we were alerted to the error. We would have loved for you to begin therapy on the V5 immediately; however, we advised against it only to ensure the LTL freight exchange remained seamless and didn't further delay your V6 arrival. CERAGEM has expressed their sincere regret for the mix-up, and we have worked closely with them to expedite the replacement. Because these units require specialized LTL freight shipping and scheduled delivery appointments, the logistics can unfortunately take a few extra days to coordinate. You have been wonderful to work with throughout this resolution. As a token of our appreciation for your patience, please reach out to us directly for your next order—we would love to provide you with a special loyalty discount. We look forward to hearing that your V6 has arrived and is providing the relief you deserve. Warm regards, Modern Reform® Customer Success Team