Complaints

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  $12,750 D.Core 2 Massage Chair Complaint Details:I purchased a D.Core 2 massage chair from Furniture for Life on August 11, 2024, paying in full. ***** from FLL in *********** was a Rockstar. The chair was delivered on August 28, 2024, but the massage mechanism was faulty upon setup. I immediately contacted ***** at ************* **** at Fujiiryoki, who confirmed the issue and ordered replacement parts.Issues:9/29/24: I requested an extension of the chairs warranty to 6 years. ******* declined but later offered to start the warranty when the chair is fully operational.9/30/24: Ernestos manager agreed to extend the warranty by one year.9/9/24: The replacement part was delivered.9/12/24: The technician arrived but found that the wrong part (for a D.Core Cirrus, not the D.Core 2) was sent. I had to point this out, delaying repairs.I requested a replacement chair and compensation for the lost time. ******** ***** of Fujiiryoki offered to replace the chair but only had a black model in stock. I opted to wait for the beige model, arriving in November. Despite requesting further compensation for the delays, ******** declined beyond the one-year warranty extension.Cont. Frustration:I paid in full for a product that has been non-functional for over three months. I have lost two days of work due to technician appointments, faced delays, and experienced poor communication and service. The wrong part was sent, causing more inconvenience. I now must wait until November for a replacement chair.Desired Resolution:1.Immediate replacement with the beige model by Novembers end.2.A $1,000 refund (7% of the price) for the delays and inconvenience.3.Assurance the correct product will arrive without further delays.4.The 6-year warranty to begin on the date the replacement is delivered and fully ************** of Sept. 21, I made the above request to Fuji. I now expect *** to get involved, and for both companies to work together on a resolution

  

  Business response

  10/02/2024

  Working with the manufacturer of the chair, and reached a happy resolution with our customer.I believe this matter has been addressed to everyone's satisfaction.

  Thank you for bringing it to our attention. We appreciate the opportunity to make things right!

  Furniture For LIfe Massage Chairs

  Customer response

  10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I am still waiting for the new chair ,but at this time the delay is a supply chain issue. I believe once the chair arrives I will receive it promptly. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  LET THE RECORD REFLECT THAT I PAID FFL $8,000.00 FOR A MASSAGE CHAIR ON 11/26/21 AND HAVE YET TO RECEIVE A WORKING MASSAGE CHAIR TO DATE!On 11/26/2021 I visited a local authorized dealer for Furniture for Life (Healing Touch) and purchased: D.Core Cirrus Massage Chair in WHITE. This first chair was delivered and I immediately noticed that it didn't operate correctly, along with other sloppy production mistakes, like glue oozing out of the remote controller (not indicative of an $8K chair). A warranty claim was filed. I was put through the warranty claim wringer (calling, emailing, missing work, time wasted, etc) , to ultimately end up with a replacement chair being delivered/exchanged. The supposed white glove delivery was an old senior citizen and a short obese guy, who tore up my new door frame, scratches, dings, etc.) Not the same delivery team from first chair for some reason. All just to get a second chair arrival with a BENT FRAME, all verified/confirmed by Furniture for Life repairman: ************************* *********** Solutions. FFL did order a THIRD REPLACEMENT chair, of which I never received, and agreed to extend my warranty to: March 11, 2028. See all attached screenshots. This equates to two defective chairs being delivered, with a third replacement needed. I have never received one properly functioning massage chair to date! I recently followed up with Furniture for Life and received a reply claiming that they refuse to honor my warranty! Even after putting me through all of this!! No more mister nice guy. FFL owes me a properly working massage chair, via white glove delivery (young, strong, professional, competent delivers), and without damaging my home again in the process, or damaging the third replacement massage chair. It has to be the same massage chair that I purchased and have NEVER RECEIVED TO DATE: D.Core Cirrus model in WHITE color only. Any further resistance will be met with a lawsuit filed for a whole LOT MORE! **** MY WORDS!!!

  

  Business response

  08/05/2024

  Dear BBB,

  We have arranged for a new chair to replace this customer's existing product. We believe this resolves the issue for this customer. Our service team has been in touch with ******************, and they believe he is amenable to an exchange of his old chair for a new chair.  

  Thank you for bringing this to my attention.

  *********************

  Customer response

  08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as I don't receive a third defective product.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a designer chair for FFL Brands in the $3000-$4000 price range.Not only was it 6 months late, it arrived with clear damage that was a dent made by poor handling or shipping.As soon as they received my payment they were slow to respond to any email. And after I shared the damage they did not respond. I eventually called them and they told me that its wood and marks are natural and they will not do anything about it.When ordering an expensive piece of furniture it should arrive in mint condition, if it does not, then they need to replace it or offer some partial refund. They simply are doing nothing.

  

  Business response

  02/09/2023

  Dear BBB,

   

  Based on all the information we have, issue has been resolved with the customer.

  Our service team was surprised to see this complaint. Prior to receiving this notice from BBB, we had already replaced the scratched portion of this customer's chair. 

  Sincerely,

  *********************, CEO

   

   

• Initial Complaint

  12/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a chair from furniture for life at my local store ********************************************************* with a 30 day return allowed subject to 450 fee if returned.Normally the owner did not allow returns but had agreed to this.The chair was paid for on 8/30/22 but was overseas and was backordered.It was delivered 11/21/22 by ****** transfer and unpacked by them-company merchant had deliver. The back cushion would not seat down all the way and hinge joint for the neck was too stiff and I could not adjust it.******* had also said would include backpad to help cushion for spine but did not.The chair was not comfortable and I could not adjust.I asked the merchant if would help me adjust and he said did not have time.His store opens at 11 am and is only 15 minutes away.I paid total of **** with taxes.I told him since I could not adjust it was hurting my back and neck and wanted to return. At first he said no returns but I reminded him on my invoice even states I can with the 450 fee.He threatened to charge me another 3.5% fee since he would be charged to credit me and I could eat that cost.I was upset and argued was not disclosed and he could not .He said would not and I would be contacted about return next week .Company he used was ********************* and they picked up the chair and box 12/8/22.******** had said on prior call because of me would be out **** dollars because of this since would have to dispose of chair since his clients would not want a used chair I replied I could not adjust it and was not comfortable and was not going to keep a chair that hurt **** received a message left by merchant that was just notified 12/13/22 that chair had been picked up and to come and bring card used and would process refund. Had been instructed by him not to call him ever so I was not able to make it to store until 12/16/22-we have been having blizzard and ice storms.He told me would not credit me and that card machine was. returned just that day and would not give me a check .

  

  Business response

  12/29/2022

  Dear BBB,

  This issue regards a purchase made by **************** from an independent locally owned and operated store. Nonetheless, we did reach out to the store on ****************** behalf, and a refund for the product was issued 1 or 2 days after receiving ****************** note. 

  Thank you for bringing this to our attention. I believe that this issue has been resolved to ****************** satisfaction.

  Sincerely,
  ********************* - President

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a Varier Gravity Chair from FFL in 2019 for approximately $2500.00. The chair has pads for the knees to rest on while sitting at the desk. One of the pads had torn, and I contacted FFL to seek a replacement for the knee pad material only, as it has a zipper that allows you to remove and replace the fabric. They told me to replace this piece of fabric would cost me $2207.00. That is roughly 80% of the total cost of the chair. I also contacted the manufacturer in Europe, who of course, sent me back to FFL. I feel that there may be some price gouging or unfair trade practices going on here, as the price of the fabric cannot logically constitute 80% of the overall cost of the chair. A lot more craftmanship and labor goes into the wood structure, as seen in the picture attached. I use the term price gouging, as they know that there is only one manufacturer and one source in U.S. to by this chair and/or any of its accessories. Although it might be difficult to prove price gouging, it is still illegal in the **** last I checked. I of course, will be filing a complaint with my state's attorney general's office as well, as this is a pure rip off.

  

  Business response

  11/15/2022

  Dear BBB,

  We have arranged for this customer to receive the replacement part requested. The total we charged was under $350 for the part, and I believe that the customer is totally satisfied at this time. 

  Please note that the part will take some time to ship from the factory to the customer, but our service team has communicated this. 

  Please check with the customer. I think you'll find that we have fully addressed this problem.

  Thank you for bringing this to my attention and allowing us to address the issue.

  Regards,

  *********************

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,In 11/16/2021 I have ordered/purchased an INADA ROBO MASSAGE CHAIR from www.massagechairheaven.com, and paid $10,799.99 for it. The massage chair was not delivered to me until the January 2022. In 0413/2022 the foot massager broke. In 04/14/2022 Ive contacted the Osaki warranty department, which is responsible for the warranty repairs for INADA massage chairs. I spoke with representative named *******. ******* told me to submit a picture/video of the broken part and email it to him. I filmed the broken part and submitted it to ******* as he instructed me to do so. Shortly Ive received an email response from ******* acknowledging the receipt of my submission via email and advised me that the had created a repair ticket (# *****). Further ******* advised me in the email that the replacement part has been ordered and it should take approximately ***** business days. On 05/14/2022 (a month passed) Ive contacted ******* via email to get a repair status check, since Ive never received any response from him for the order for new replacement part had been placed. In other words ******* game me a maximum of 15 days of wait time and I waited 30 days to get a status update. On 05/16/2022 Ive got an email response from the warranty department (no name of representative was included in the email), advising me that the replacement part will be shipped out in the following week, from the date of the email. Not having received any response, nor the replacement part, Ive contacted them again On 05/30/2022 to see whats going on that none of their promises are being fulfilled. On 06/02/2022 Ive received an email response from *******, advising me that the replacement part they received were broken, because the specific part is deemed fragile and he had to order a new foot massager supposedly from a newer model, that supposedly was addressed the fragile part of the first model/edition, and he should have a ***** tracking number for in a week. Still waiting

  

  Business response

  07/06/2022

  Dear ******************, 
  
  I understand that you have spoken with the head of our customer service team, ******** Unfortunately, what she has shared with you is accurate.
  
  The Robo product that you purchased from an online website is not a product that we have ever sold or supported. In light of this, we do not have any parts nor the know-how to solve your problem.
  
  Osaki Titan is in fact the distributor of the product that you purchased. I can see that you have been in touch with them. They are the people who can (and should) help. We have no relationship at all with Osaki Titan, so youll have to keep nagging them for support.
  
  The store where you made your purchase, MassageChairHeaven.com, may also be able to help, and if no one is willing to support the warranty on your Robo, you may wish to take it up with your credit card company. 
  
  I wish I had better news for you. If we COULD hello you, we WOULD help. Indeed, if this were a product we supported, we would have taken good care of you. Should you choose to return your Robo, please consider owning one of the made in ***** chairs on our site, the OHCO M.8LE and the OHCO M.8. 
  
  I wish you luck, and I am sorry that we cannot help resolve this for you,

  
  *********************
  Founder - FurnitureForLife.com

  Customer response

  07/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

   

  thank you very much for the information and clarification. When I was chatting with one of your associates, she assured me that your company is the one that is responsible for the Inada massage chair warranty repair. Sh even reassured me by dropping a link which was inada warranty webpage. Apparently her knowledge database needs a refreshment to know the correct thing. 
  

  Appreciate your time and I am sorry about the confusion. 
  

  respectfully 

  alexander. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩