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The Modern Back (themodernback.com) has 264 customer reviews on Five Star Index, with an average rating of 4.8 out of 5.
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Furniture Stores · Miami Lakes, Florida
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Furniture Stores · Boca Raton, Florida
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Furniture Stores · Naples, Florida
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Showing 7 reviews with 1 star · Clear filters
Jeffrey K.
after nearly 2 months, my chair is still not fixed and working.
Response from The Modern BackFeb 5, 2022
Hi Jeff. I'm sorry to hear that your lift chair is still not working. We will be in contact first thing Monday morning with Ultra Comfort to get you an update. I appreciate your patience. If you have any further concerns, please call us 800 416 4304. UPDATE: We are glad your chair has been fixed.
Rob
Awful experience. Would stay away from this store. Sales person was rude after spending $12k+ on a massage chair. I told them to cancel my order but they just ignored me. Please do not do business with this business…
Response from The Modern BackDec 18, 2021
Rob - This must be a complete miscommunication. We would never ignore a customer's request to cancel. Please contact me directly to discuss this matter. 800 416 4304 Ext #1 Tom Walls Founder/ Owner
Natalie F.
The chair was ordered on 01/222021 and was supposed to be delivered on 03/09/ 2021. I want to change the rating to 5 stars. The customer service explained the problem to my daughter which I did not know about. They were very professional and polite
Response from The Modern BackMar 13, 2021
Hi Natalie, The 03/09/2021 ETA on the chair that your daughter ordered was an estimated time of delivery to the white glove assembly team and not to your home. Your daughter paid for in home delivery so the assembly team will be delivering early next week. Your assembly team will call you Monday or Tuesday to set up an appointment. If you have any questions, please call us at 800 416 4304 Ext 1
jane
The delivery team did not put the remote control together. They said they did not have the Arm for the remote control. Once they left we found it under the chair but with no screws. I called support and they said they would ship me a new kit, it came with everything but the screws so we cannot assemble the arm for the remote. Also the delivery team agreed to bring our old chair downstairs for us. He started to unassemble the chair and then just left it upstairs with it halfway taken apart. We are now stuck with a chair that is half taken apart. Not sure what to do at this point. the delivery company never called me back. I gave him a BIG tip to find out that he left our half assembled chair when I went upstairs.
Response from The Modern BackJan 5, 2021
Hi Jane. I'm sorry to hear that your delivery experience was less than satisfactory. We will be contacting the manufacturer who hired the 3rd party white glove delivery to handle the set & assembly to share with them your feedback. We will also confirm with the manufacturer that the missing screws have been mailed to you. I will also have our customer service manager follow up through this process to ensure that your massage chair is working properly. You will need to contact the 3rd party delivery company about the old chair removal. This service is not included in the price paid for the white glove set up & assembly service. If you paid the delivery team in cash to have your old chair removed and they did not perform the service, you will need to contact them directly regarding that. We would also suggest posting an online classified ad on Craigslist or Freecycle offering your old massage chair for free for anyone willing & able to remove it from your home. In the meantime, please be aware that we will be in contact with you through this process to ensure that your massage chair is operating correctly for you. If you have any further concerns, I ask that you contact us 800-416-4304 to directly. Kind Regards, Tom Walls Owner/ Founder The Modern Back
Fay
Ordered massage chair along with white glove service. At first try, the chair had a piece fallen off. Not sure if the problem was with the chair or the assembly. Emailed store with picture proof and was simply told my email was forwarded to Osaki. Waited for more than a week without hearing anything. Then followed up via email again - was told by Colin: "I cannot help you" and I had to contact Osaki myself. Poor customer support and very rude attitude! The store simply acted like "the sale is done. now this has nothing to do with us". Should have made the purchase with a retailer that's more responsible. This is not a problem that occurs after a period usage, but immediately after assembly and even before first usage!! I will open a claim with the credit card company while also claim with Osaki. (Response to the store's reply below: I don't know where the chair "working perfectly" is from. All I said in my original email was "I tested the massage functions and they still appear to work as of now." But with a piece falling off and the footrest making a loud sound, I am not using the chair right now to avoid further issues. So the chair that I paid thousands of $$$ for...is just sitting in my living room on display...
Response from The Modern BackNov 12, 2020
Hi Fay. We are sorry to hear that your experience with us has been unsatisfactory with your expectations. We have been in contact with Titan/Osaki & they will be in contact with you today to resolve your issue as soon as possible. I will also be following up you with you before the end of business today to ensure that you have been contacted. In the meantime, if you have any further concerns please call me at 800-416-4304 Ext #2. - Colin
gerry V.
Service was uncoordinated. Received calls for wrong deliveries. Company estimates for waiting time was much longer than initially relayed. Item ordered on the 25th...and still have not received as of 16th of following month.
Response from The Modern BackAug 18, 2020
The White Glove Delivery team had to be switched during transit and the new company contacted you on day #13, which is not unreasonable given the COVID issues nationwide. You agreed on a Monday assembly which was day #16. We are sorry this turnaround time did not meet your expectations.
Leonardo L.
Not what I was expected
Response from The Modern BackJul 6, 2020
We are sorry you do not like your massage chair. If you would like to try out other chairs, our showroom is just over two hours away and you can select one that you like.