Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue Summary:Titan Chair LLC has consistently failed to provide timely and effective warranty repairs for my Osaki massage chair, which I depend on for managing pain due to a disability.Details of the Problem:1.Inefficient Repair Process: Parts are sent without proper diagnosis, leaving technicians unprepared and requiring additional parts after service visits. This has led to repeated delays and unresolved issues.2.Dismissed Concerns: During the last technician visit, I specifically pointed out an issue with the rollers. The technician dismissed my concern, advising me to wait until they get worse. Predictably, they did, and now the left-hand side has completely failed, worsening the situation and adding to my frustration.3.Poor Communication: The company fails to ensure timely updates or accountability from third-party technicians. I am often left waiting without any notification, only to learn appointments were missed or rescheduled without explanation.4.Unaccommodating Scheduling: The rigid scheduling process does not account for my disability. Ive missed a service appointment due to the lack of flexibility, making it difficult to coordinate timely repairs.5.Unprofessional Behavior: Technicians leave behind waste and discarded parts in my home, already adding to a difficult situation with my physical impairment.Impact:The ongoing delays, dismissed concerns, and lack of a functioning chair have worsened my physical pain and caused undue stress. As a disabled individual, I rely on this chair daily, and Titan Chair LLCs failure to address these issues has left me with no viable alternatives.Desired Resolution:1.Dispatch a qualified technician with all required parts after a proper diagnosis of the issues.2 HONOR THE WARRANTY 3.Ensure technicians clean up and remove all waste after service visits.4. HONOR THE WARRANTY:I can provide email correspondence and communication records to demonstrate the delays- and lack of resolve.

  Business response

  12/18/2024

  Thank you for bringing these concerns to our attention. I sincerely apologize for the challenges and frustrations youve faced with the warranty service for your Osaki massage chair. Your feedback is extremely important, and we take it seriously. We will work to improve communication and provide more flexible scheduling options that accommodate your needs, especially given your reliance on the chair for managing pain.

  I understand that things can sometimes come up, and I want to let you know that you'll need to reach out directly to the technician to reschedule your missed appointment. ***** has already arranged for the technician to visit, but since they are a third-party provider, they manage their own schedule.
  Could you please confirm your availability or preferred contact method so we can ensure the next steps are handled promptly and efficiently? If scheduling continues to be a challenge, we are prepared to explore alternative solutions to address this matter.
  
  Thank you for your patience, and please let us know how we can best assist you moving forward.

  Customer response

  12/20/2024

  Im rejecting this response because the technician, unwilling to come at any other time than early morning, inspected the chair and found the mech board completely shot. ***** blindly sent two small parts, which they anticipated might be the problem, without first diagnosing the issue. This resulted in more missed work for me, additional financial and physical distress, and wasted time.
  The technician informed me that ***** needs to send the correct parts and that Ill need to schedule another work order!  As a result, Ill have to miss more work. This is Osakis way of delaying warranty service and providing inadequate support to their customers, which is completely unacceptable. I havent received confirmation that the parts have been ordered, and ***** hasnt responded to my request to inquire about the status. 

  Business response

  12/20/2024

  Thank you for your patience as weve worked to address the issues with your chair. Since the chair has undergone multiple repair attempts, we have offered a different resolution for you.
  
  Please check your inbox for further details and the next steps. If you have any questions or need additional assistance, feel free to reach out.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-1-19, I purchased a Titan Pro Jupiter 3D L Track Massage Chair from Easy Massage Chair. I also bought the 2-year Manufacturer Extended Warranty covering a 3-year in-home labor repair service and a 5-year parts and frame warranty. Problems with this chair occurred immediately and continue to date. My massage chair was delivered on 5-15-19. One week later, I found the backrest zipper was frozen in place. ***** replaced the chair. On 11-3-21, the chairs remote control failed. This was also replaced by *****. On 5-3-22, I reported to ****, at Easy Massage Chair, that a loud popping and creaking noise occurred when the chairs rollers traveled up and down the front of the chair. Also, when kneading my wifes shoulders and back, the chair rollers slipped with such force that my wife was pushed forward in the chair. A video was sent to Osaki, and on 7-14-22, the chairs Full Roller Mechanism was replaced. In 6-24, just two years after the Roller Mechanism was replaced, this same loud popping and creaking noise, and roller slippage, occurred again. Unfortunately, when this happened, my in-home labor service warranty had expired; however, my 5-year parts and frame warranty were still in effect. On 6-17-24, I reported my chair problems to ****, at Easy Massage Chair. She promised to contact ***** on my behalf. At ****** request, I emailed their service team a video presenting a soundtrack of the same loud creaking and popping sounds that were made in June 2022, including the roller slippage. Upon receipt, ***** determined that another Roller Mechanism replacement was needed. This part was sent to us in 8-24. *****, however, decided that were now responsible for the in-home installation costs of the same replacement part because our in-home labor warranty had expired. This decision was made even though our chairs current sounds and roller slippage are identical to the problems that occurred only two years ago when ***** replaced the same Roller Mechanism. We can only assume that in June 2022, the replacement Roller Mechanism installed by ***** failed because it was either defective, or because there was improper mounting or installation of this part at that time. Theres no other reason for the Roller Mechanism failure after just two years. A quality massage chair will usually last 10 to 15 years. My wife and I are in our late seventies. Were the only ones using our massage chair which weve never overloaded, abused, or overused. We live in ******************* where the climate is dry. In a good faith effort to resolve my massage chair issues, I sent three emails to ***** *********, the ***** National Sales Director. These emails were sent to, and read by Mr. ********* on 8-25-24, 9-8-24, and 9-29-24. I told Mr. ********* that my wife and I live off our Social Security and Disability Benefits. I stated that we cannot afford to pay for the labor cost to install this same Roller Mechanism that were not sure will solve the problem or fail again. I requested that ***** either replace our chair or pay the in-home labor cost to install the replacement Roller Mechanism. My last email to Mr. ********* on 9-29-24 stated that Id file a complaint with the Better Business Bureau should ***** continue to ignore ***** date, Mr. ********* has neither given me the respect nor the courtesy of a response. Furthermore, in August and September 2024, for unknown reasons, the ************* Team created five service tickets stating, Wed hear from the customer service team within 1-2 business days. To date, theres been no response. Weve simply been ignored. I have no choice but to file a complaint with the Better Business Bureau against the Titan Massage Chair Company. Its obvious that Mr. ********* will not uphold Osakis advertised commitment to exceptional customer service, satisfaction, and support. This company neglects its customers.

  Business response

  11/19/2024

  Greetings,

  Thank you for reaching out and sharing your concerns. I want to assure you that we have made every effort to assist with replacement parts and repairs within the warranty period. Additionally, as a one-time courtesy, we have even covered the cost of parts that were outside the warranty.

  
  However, now that your warranty has expired, any future repairs or parts replacements will need to be covered out-of-pocket, as they are no longer covered under warranty.
  
  We understand that this may be frustrating, and we genuinely appreciate your understanding. If you would like to proceed with any repairs or parts purchases, please let us know, and we'll be happy to provide you with the necessary details and pricing.
  
  Thank you for your continued patience, and please dont hesitate to reach out if you have any questions.

  Kind regards,

  Osaki Warranty Team.

   

  Business response

  01/03/2025

  Hello,

   

  My name is ***** *******, and I serve as the Service Manager for the Warranty Team. After reviewing the records, I can confirm that my team has provided accurate information regarding ***** ********* warranty. The labor warranty expired on June 10, 2022, and the parts warranty will expire on June 10, 2024. As such, the customer will be responsible for any costs associated with parts and labor incurred after these respective dates.

   

  Kind regards,

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

   

   

   

  Customer response

  01/07/2025

  I am rejecting this response because: 

   

  I reject the 11-19-24 Business Response from the Osaki Warranty Team for the following reasons:

   

  1.  
     2. Per my request, **** reported the chairs roller slippage to *****. At Osakis request, I sent their service team a video presenting a soundtrack of the same loud creaking, popping and roller slippage sounds made when ***** replaced the identical roller mechanism in 7-22. The ************* team determined that the roller mechanism they replaced in 7-22 had failed again. ***** sent me another replacement because our parts and frame warranty were still in effect on 6-17-24 when the problem was reported to ****, the Easy Massage Chair representative. Therefore, the mechanism replacement was not a one-time courtesy on Osakis part as theyve alleged.

      

     3. Replacement of a roller mechanism in just two years is not typical for most expensive high-quality massage chairs such as the Osaki/Titan brand. The ************* team replaced the same roller mechanism in 7-22. Only two years later, we experienced the identical uneven chair rolling and slippage with loud noises. Potential reasons for this mechanism failure, after only two years, could be due to misalignment the roller mechanism was not properly aligned, mounted, or installed on their tracks when replaced by the ************* team in 7-22. Or theres a problem with our chairs track, motor or gears which were still in warranty on 6-17-24 when we reported our issues to Easy Massage Chair. Theres no other reason for a new roller mechanism to fail after just two years. A quality massage chair will usually last 10 to 15 years.

      

     4. My wife and I are in our late seventies. Were the only ones using our massage chair which weve never overloaded, abused, or overused. There is no debris or clothing blocking the rollers. We live in ******************* where the climate is dry. We maintain that ***** is responsible for the in-home replacement of the roller mechanism considering the failure of this same part only two years after their service team replaced it in 7-22. We live off our Social Security and Disability Benefits. We cannot afford to pay for the labor cost to install this same roller mechanism that were not sure will solve the problem, or fail again, if theres a problem with the tracks, motor, or gears of our chair.

      

     5.  
        6. Resolution Request: Please uphold Osakis Mission Statement of commitment to excellence and either replace our defective massage chair or install, at no charge, the roller mechanism replacement that ***** recently shipped to us.

         

         

  Business response

  01/22/2025

  Hello, 

  This is to provide proof of the claims history for the chair. The records clearly indicate that the labor warranty expired on June 10, 2022, as confirmed by multiple agents throughout the year.

  Kind regards,

  Osaki Warranty Team.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Osaki Titan Chair Ticket #****** Purchaser Name: ****** ************** *** We purchased the AmaMedic Hilux massage chair on July 31, 2021, through OTA-Shop salesperson ***** ***, located in *******************, ********, with the 2-Year Extended Warranty (totaling 3 years labor and 5 years parts). Proof of purchase and the extended warranty are attached below along with additional photos.The footrest of the massage chair began making a squeaky noise a couple of months ago during the lower body and full body massage modes. We then recently noticed a crack on the massage chair's footrest after realizing that the footrest does not incline. There has been no physical impact on the chair. The massage chair's foot massager frame is partially detached and is unusable, but the rest of the massager works fine.I contacted Osaki Titan Chair through their support email ***************************************** on Tuesday, September 24, 2024, as soon as I noticed the footrest crack and detachment.I did receive a follow-up email from Osaki Titan Chair on September 26, 2024, stating that the footrest part has been requested and that there will be an email sent to me within 3-6 business days notifying me that the part has been shipped.Yet, it's been two full weeks now, and I have not received any replies or updatesno tracking number for the replacement part, no actual replacement part, no service ticket created, nothing. They have been silently ignoring my emails.

  Business response

  10/11/2024

   

  Thank you for bringing the complaint regarding the Osaki Titan Chair (Ticket #******) to our attention. We take customer concerns very seriously and are committed to resolving any issues promptly.

  Upon reviewing this matter, we recognize the following points:
  Issue Reported: The customers reported a squeaky noise and a crack in the footrest, along with a partial detachment of the foot massager frame. We apologize for the inconvenience caused by these issues.

  We are currently investigating the status of the requested part and will ensure that it is prioritized for shipping. We value Mr. **** and Ms. *** as customers and appreciate their patience during this process. Please rest assured that we are dedicated to resolving this issue as swiftly as possible. If there are any further questions or concerns, we encourage them to reach out directly at ************
  
  Thank you for your understanding, and we look forward to resolving this matter promptly.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In late July 2024, I purchased a massage chair from Osaki Titan as a birthday gift for my wife, with her birthday in August. I paid extra for white glove service, which was supposed to include delivery and installation.1.First Delivery - August 5, 2024: The chair was delivered and installed, but it was found to be defective, with the back rollers not working at all. I immediately contacted ***** Titan to request a replacement since the chair was brand new. Despite their initial resistance to replacing the chair, they eventually agreed.2.Second Delivery Attempt: The second delivery attempt was a disaster. The delivery team refused to carry the chair to the second floor, claiming they were unable to lift it, despite it being the same service I had paid for initially. Furthermore, the company that was supposed to pick up the old chair only sent one person, making it impossible for them to complete the pick-up.3.Third Delivery Attempt: On the third attempt, the delivery was scheduled without regard to my specified time requirements, and the team again claimed they couldnt move the old chair due to space issues, although it had originally been moved there without problems.4.Refund Request - Ongoing Issue: After these multiple failed attempts, I requested a refund, which was agreed upon by ***** Titan. However, the refund has not been processed because they still have not arranged to pick up the defective chair. Their refusal to refund me until the chair is picked up, despite numerous contacts and delays, has left me with a defective chair occupying my home space.Impact: This has been an extremely frustrating and disappointing experience, leaving me unable to provide my wife with her birthday gift on time, and now, over a month later, the situation is still unresolved.Resolution Requested: I request that ***** Titan and their delivery company, ******, immediately arrange the pick-up of the defective chair and process my refund without further delay.

  Business response

  09/20/2024

  After getting with our administration team, it looks like this issue has already been taken care of and resolved as the customer's previous ********************** has been picked up and a refund has been issued to the customer. With that being said, if they are requesting for additional assistance, they are more than welcome to give us a call so that we may assist them in any way we can.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this massage chair in May and just after the return period passed, it started ti make loud noises that was not present initially. We contacted warranty support and initially they were very helpful. However, after we provided a video I started to be neglected. I stopped getting emails and everything I called support they told me someone would get in touch with me. After weeks of radio silence I called support looking to speak with a manager only to be told that a manager would call me back. Of course no one called me back. Finally, I refused to take the same response and said I needed to find a resolution to this and they finally put me in touch with the original tech rep that was in charge of my ticket. When I explained ti him my frustration his response was " do you want help or not" And when I asked for his supervisor he stated he didn't have one and that he was the only one that could help me. This is totally unacceptable. People spend thousands of dollars purchasing items from this company only for them to neglect customers. I refuse to allow my hard earned money be wasted on an item that is supposed to be covered by warranty. This company has no way for customers to speak with supervisors. Of the tech rep isn't happy then the customer is just unlucky and have to live with their faulty item. I need resolution fast! Either that or give me my money back! Ceo/VP/Executives! This is absolutely unacceptable! Please call me or reach out to me as I plan to get a resolution to this one way or another. People need to know that this company neglects its customers. I'll be waiting for a response before heading over to social media and reporting agencies to expose this company for their practices if a resolution isn't found.

  Business response

  07/31/2024

  Hello, 

  Thank you for bringing this matter to our attention and sharing your experience. We sincerely apologize for the inconvenience and frustration you have encountered. We understand how important it is to receive timely and effective support, especially for a significant purchase like your massage chair.
  
  We want to assure you that we take your concerns very seriously. Our team has looked into the matter, and we have taken the necessary steps to address the issues you faced with our customer service and technical support. We have also reviewed our procedures to ensure that such situations are handled more efficiently in the future.

  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We are committed to providing you with the best possible service and ensuring your satisfaction with our products.

  Thank you for your patience and understanding.
  
  Best regards,

  Osaki Service Team.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/26/2024, I purchased an ************* Chair LE 2.0 from the ******** in the ***********. The dealer was **** (***) P**** The products that they provide are not in working order. The first chair that was sent was non functional. They sent parts to have my husband trouble shoot the chair. It did not work. They then had a technician come to the home. He could not fix the chair. They then sent more parts and the technician could not fix the chair. We had to physically remove the chair out of the home. The transport truck team and were particularly rough with it. My husband asked what they planned to do with it. The driver stated that they would be putting it in their dumpster at their facility. A second chair was sent to us. We moved the chair in the home. This chair had the same issues as the first and would not power on. A more experienced technician came to the home and was not able to fix the chair. The tech states that these chairs all have the same software problems. We have asked Man Cave for a refund. We have spent 25 + having to leave work to accommodate the 3 drop off and pick up times, including the technicians at our home for 2-3 hours at a time. We cannot physically move these chairs, nor can we take the time off of work. ****** from ******** is insisting that we will have to pay 30% ($2,260) if we do not continue to accept parts for an already defective chair. The chair is shipped back to ***** and is not part of the store stock. The 30% in the contract states that this fee will be applied "if the consumer fails to comply with scheduling delivery or installation". We have fully complied. However, the Man Cave is stating that ***** must provide a refund. I have sent multiple emails to *****************, who works with ***** and the dealer ********. He will not respond to my emails. I have asked that ********************* be contacted. I have cc'd him to my emails with no response. I am requesting compensation for the defective chair or a complete refund.

  Business response

  07/12/2024

  Dear *******************,
  We are very sorry for the inconvenience you are experiencing. As the distributor, we are doing everything possible to remedy the situation. We can offer to fully assemble the chair here and ship it to you fully assembled and tested to ensure that it functions properly this time.
  We understand that the chair is on the second floor, and the error code you are seeing may have been caused during the move upstairs or the installation process. Nonetheless, the best we can offer is to assemble and test the chair here before shipping it to you.
  Since the chair was purchased from ********, we do not have the authority to provide any sort of refund.
  Thank you for your understanding.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Updated review 5-19-24 I bought a high-end massage chair from TITAN CHAIR LLC through Amazon.com on 9-26-2023. I typed out this review on 5-19-24. It came with a 5-year manufacturer warranty. On 4-9-24, Amazon and I contacted Titan Chair LLC. I think it is an Osaki massage chair manufacturer-owned business. To let them know that the chair was not working correctly. They said that the chair had a manufactured 5-year manufactured warranty. On 4-1-24, Titan Chair LLC. I emailed Amazon and stated that they would have the warranty team investigate and contact us. The company has emailed Amazon and I the customer, stating that they will fix the **********************. As of 4-18-24, the Titan Chair LLC. emailed Amazon and I the customer that the warranty team will contact us. As of 5-1-24, they have not contacted us with a response. I would not recommend this company to anyone. They do not stand behind their warranty. If I buy another massage chair, it will be through another company that will stand behind their warranty. This massage chair was bought on Amazons website. Amazon.com has not convinced Osaki Titan massage chair company to stand behind their warranty and repair the chair.On 5-6-24, the Osaki Titan massage chair company finally emailed me, stating that they would repair the chair. We have invested thousands of dollars in this chair, expecting a high-quality product and reliable customer service. However, the manufacturer has yet to fulfill their promise and repair the chair.Osaki Titan Chair manufacturer contacted me by phone and wanted me to remove my review of their company. They said they would give me a massage chair blanket if I removed the review, which I did not accept. I told them I just wanted my massage chair repaired.Amazon and I, the customer, started corresponding with the Osaki Titan massage chair manufacturer 36 days ago, and our massage chair has not been repaired yet. I would not recommend ***** massage chairs to anyone.

  Business response

  06/03/2024

  On behalf of Osaki Titan, I, *************************, would like to take the time to formally apologize to our customer, *************************, as we have been through a tough transition period between ticketing systems, and our customer can rest assure that while our response times have not been the best due to our transition, we will make sure that ********************** has a fully functional chair. We are currently in the midst of scheduling a certified technician to service this customer's ********************** and get it back up and running again. As of tomorrow 6/3/2024, ********************** should have a fully operational chair. Once, more I personally would like to apologize for the lack of communication that was used when dealing with this customer, but we will make sure that we can do right by not just this, but any and all customer's that are needing assistance with their massage chairs.

  Customer response

  06/03/2024

  I am rejecting this response because:   they still haven't fixed my massage to chair. "The same old song and dance we will fix your massage chair".   This company does not stand behind their warranty.

  Business response

  06/06/2024

  I'm not quite sure as to why this is getting rejected as this customer has already agreed to service being done to their chair. In addition, they are already in possession of the parts that are going to be used to service their chair once the technician is sent out to install the parts. Once more, I am not sure as to why the customer has rejected the settlement as we are already in the process of repairing the chair, but is if the customer would like a different settlement, I would be more than happy to assist this customer with reaching a different resolution if the repair so happens to not solve the issue. In any case, we have some parts heading the the customer's location due to some necessary parts not making it to the customer's location, then once they have arrived, we will make sure a certified technician makes is assigned to the customer's ticket to be reached out to for scheduling the service and installation of the parts on his chair.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order and paid in full for 3 brand new Pedicure chairs with 3 technician chairs. When the shipment arrived I did not receive two pedicure chairs and two technician chairs. Osaki Spa was called while the delivery team was still there and confirmed that there was a mistake ( being that two pedicure chairs and technician chairs were not shipped) I waited another almost two weeks for the remaining shipment. At this point I was concerned about the shipping as I run a business and had another person waiting on my previous pedicure chairs as well as my plumber no longer being available to install due to this mix up, Osaki Spa then offered $500 off of the price as well as sending an assembly person to put this together ( not plumb) just put it all together so that I may save $ on my end to make up for the mix up. Once the remaining shipment arrived, the technician chairs were not the ones I had selected and I told them that. They said they did not have the ones I wanted in stock. I asked why would they not notify me of that so that I could pick my chairs ? The ones sent were a lower grade quality and not ergonomic for what we need them for. I also screenshot the conversation I had with ***** confirming the style Technician chairs. They would not apologize or offer a discount at that time. Instead after several discussions leading no where the manager offered to send customer *********************** to help alleviate my disappointment. I again texted the manager if the following occurs I will keep this order $500 off total price Two customer *********************** sent to me And the service to put the chairs together This was all documented and she agreed. They did send 2 customer ***********************, installed but refused the agreement of $500 refunded. I immediately made another email and text regarding the quality of the chairs - the paint was immediately chipping completely down to the primer portion, they asked to send pics I did no response. I have no warranty *********** chipping more&more

  Business response

  05/13/2024

  We did make mistake on the shipment delay, however we settled it down by helping the customer find a technician to install the *********************** and agreed to compensate $500. There was a miscommunication between 2 parties cause we only helped find the technician cause the customer mentioned that her technician would not be around when she received the items. After the technician installed the chairs, the customer did not pay him so we went ahead and cover the cost. Because we covered the installation cost by ourselves, so we couldn't issue the compensation. Things were escalated and we agreed with the customer to send out 2 customer *********************** to  alleviate the customer's upset. Everything was okay until the customer reached out to us again early this year about the warranty. However, we responded to the customer that we couldn't cover it under warranty cause it's a cosmetic issue, not mechanic issue.

  Solution: We will reach out to the customer again to see how we can support her and we always have our warranty on our website.

  Warranty on our website: ***********************************

  Customer response

  09/09/2024

  This is incorrect. Once the delay happened, it took almost two more weeks for my items to arrive, causing financial loss to my business.  I reached out to them to RETURN all of the equipment because of the delay in receiving my items and found. Reputable company that would deliver in 5-7 days.  Due to me requesting the return, ***** reached out and offered to help pay my installation costs because I kept telling them I had everything arranged with my plumber and installer. I have that offer in text writing. Even the installer knew that they were paying and if the case was that I was supposed to pay him why would he not ask me for payment or provide that? I HAD my own installer and plumber - they offered this in order to not have my return. The  manager ( by the name ***) offered two chairs as a way to smooth over all the issues. The agreement was: 

  $1- $500 returned to me for all the financial losses
  2- Duy  offered to send a Tech to come to install the  pedicure chairs at their expense

  3- *** offered two customer *********************** for all the inconvenience I even said in the texts I cant use them, but agreed to take them to help make up for all my losses. 
  

  I also have an email in which someone frok

  Osaki / Titan chair said to send the videos of the damage. Which I elevated immediately. There  is a defect in the finish of these chairs. No pedicure chair should chip by holding  touching or normal using of the chair as these have. 
  

  As of Thursday 9/5/24 two of the three chairs have stopped working and leak water from the motor parts. I had a plumber come out today and was told its the parts around the motor leaking these are still supposed to be covered under warranty which again I have never received information on. 
  

   

   

  Customer response

  09/09/2024

  This is incorrect. Once the delay happened, it took almost two more weeks for my items to arrive, causing financial loss to my business.  I reached out to them to RETURN all of the equipment because of the delay in receiving my items and found. Reputable company that would deliver in 5-7 days.  Due to me requesting the return, ***** reached out and offered to help pay my installation costs because I kept telling them I had everything arranged with my plumber and installer. I have that offer in text writing. Even the installer knew that they were paying and if the case was that I was supposed to pay him why would he not ask me for payment or provide that? I HAD my own installer and plumber - they offered this in order to not have my return. The  manager ( by the name ***) offered two chairs as a way to smooth over all the issues. The agreement was: 

  $1- $500 returned to me for all the financial losses
  2- Duy  offered to send a Tech to come to install the  pedicure chairs at their expense

  3- *** offered two customer *********************** for all the inconvenience I even said in the texts I cant use them, but agreed to take them to help make up for all my losses. 
  

  I also have an email in which someone frok

  Osaki / Titan chair said to send the videos of the damage. Which I elevated immediately. There  is a defect in the finish of these chairs. No pedicure chair should chip by holding  touching or normal using of the chair as these have. 
  

  As of Thursday 9/5/24 two of the three chairs have stopped working and leak water from the motor parts. I had a plumber come out today and was told its the parts around the motor leaking these are still supposed to be covered under warranty which again I have never received information on. 
  

   

   

  Business response

  09/09/2024

  09/09/2024, the customer emailed us and reported that she has a leaking problem. We asked the customer to send us photos and videos so we could review and diagnosed the issue. The customer agreed to send us the information. If it's a defect from our chairs, we will send the customer parts to replace according to our warranty terms.

  Customer response

  09/09/2024

  After a second professional plumber came out to diagnose this issue it was determined there is no malfunction. The leak was only a hose issue and this has been rectified and theres no need for this part of the complaint to be further investigated. I feel that the business ***** did address the issue I brought up timely. 
  
  My original  compliant was the exterior  finish paint  of the base of the  chairs chipping away, I was able to finally locate the warranty site today from the businesss response to BBB and Titan LLC transferred me to *****. Which is originally who I dealt with. Im confused as to when I call the warranty it goes right back to ***** where I purchased. They said they cannot give me touch up paint. So how does one stop this from happening? The tech ***** sent out said it was chipping repeatedly while installing and since then its gotten worse,now extending to the foot rests. These are not - year old yet and the bases have immediately chipped and this was brought to their attention and documented. If the warranty **** goes back to where I bought the chairs from who manufactured these chairs? Why is the finish so delicate so as to chip during install and normal use?

  Customer response

  09/10/2024

  I am rejecting this response because:   

  This is incorrect. Once the delay happened, it took almost two more weeks for my items to arrive, causing financial loss to my business.  I reached out to them to RETURN all of the equipment because of the delay in receiving my items and found. Reputable company that would deliver in 5-7 days.  Due to me requesting the return, ***** reached out and offered to help pay my installation costs because I kept telling them I had everything arranged with my plumber and installer. I have that offer in text writing. Even the installer knew that they were paying and if the case was that I was supposed to pay him why would he not ask me for payment or provide that? I HAD my own installer and plumber - they offered this in order to not have my return. The  manager ( by the name ***) offered two chairs as a way to smooth over all the issues. The agreement was: 

  $1- $500 returned to me for all the financial losses
  2- Duy  offered to send a Tech to come to install the  pedicure chairs at their expense

  3- *** offered two customer *********************** for all the inconvenience I even said in the texts I cant use them, but agreed to take them to help make up for all my losses. 
  

  I also have an email in which someone frok

  Osaki / Titan chair said to send the videos of the damage. Which I elevated immediately. There  is a defect in the finish of these chairs. No pedicure chair should chip by holding  touching or normal using of the chair as these have. 
  

  As of Thursday 9/5/24 two of the three chairs have stopped working and leak water from the motor parts. I had a plumber come out today and was told its the parts around the motor leaking these are still supposed to be covered under warranty which again I have never received information on. 
  

   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this Osaki chair at a local ******* during a road show. Since it was delivered I reported several issues with it, including that the heat can not be felt (one of the reasons to purchasing the chair was due to a need for therapeutic heat) and that it had uneven rollers. Since one roller was higher than the other, it twisted my body in an unnatural way, making it unusable. ***** did nothing. Due to a medical condition I was not able to follow up more in the repair. After I followed up, and ****** called them, they finally sent a tech a few months later. The tech confirmed that the heat on those chair can not be felt, and that apparently the rollers had a bad design since after the "fix", they were still uneven (one higher than the other). ******* response afterwards was that those issues were normal.

  Business response

  03/12/2024

  Hello,

   

  We are aware of the customer's complaints regarding their previous repair.

  After looking this further with the technician, the chair was deemed repaired and working as intended.

  Our "rollers" are not suppose to be even when the chair is not being unused. They do not come with a program that communicates with the back massager to command for it to be even. They are suppose to be free floating to conform to your body, when you sit it appears they are not 100% parallel and even in length.

  We will be reaching out to the customer today, and offer a solution for their concern.

   

  Thank you,

  Service

  Customer response

  03/13/2024

  I am rejecting this response because:   The issue that the heat can not be felt or that the voice box is not responding once again were not addressed on the response.  The answer about the rollers is not accurate either.  The issue is not that they are free floating, I am aware of that and that is not the issue. The issue is that when in use one roller is higher than the other causing my body (especially neck) to twist in an unnatural way. 

  The vendor however offered to exchange my chair for one that was a previous return from someone else.  My concern is that those seem to be design defects, and chances are high that the new chair may have some or all of those same issues too.  I am still weighting my options and I will respond in the next few days if I am going to move forward with the exchange.

  Business response

  03/13/2024

  Hello,
  
  These are chairs that are returned to ** within a 30 day period.
  Because this chair was purchased on 01-21-2021. You will only qualify to receive an Open Box chair.
  These chairs are fully inspected and cleaned before being sent out to the customer. 
  
  Kind regards,
  Service

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Prior to ordering the massage chair on Nov 29 2024, I called and spoke to an enthusiastic sales rep who filled me in with details about the chair. I called back a day later to ask about the return/shipping policy just to make sure there wouldn't be any surprises. I was told that I could return the chair for a full refund if I didn't like it or it didn't fit. Since I had never tried one of these expensive chairs before, this statement eliminated the risk for me, so I decided to order it online. The chair didn't fit and was painful, so I decided to return it. I was told that I had to pay 2x shipping, once for the chair shipping to me (even though that was supposed to be "free") and once for the shipping back to them. So a $2528.99 purchase would cost $581.34 to return it!When I contacted them to explain, they denied it. They said they checked phone records and didn't find any statements. I had to further clarify the salespersons name, the dates and times of my calls, but then they said that the salesperson no longer works there and all of a sudden they couldn't find those phone records.I even offered to split the shipping cost (even though I think I'm owed the full refund), and they could've taken responsibility for what their salesperson promised, but instead they still insisted that I was "confused". The only way I can return it is if they reduce my refund by the (2x) shipping cost of $581.34. Not a great level of customer service and now reading the ******************** reviews, it all makes sense. Yes, the refund policy is on their website and yes I should've read more reviews, but I'm simply stating that when a salesperson (who represents a company) makes a statement and it leads to a sale, the company should stand behind it. The customer is always right, not "confused".

  Business response

  01/12/2024

  To whom it may concern,

  Based on our website return policy it is very clear that any returns the customer is responsible for shipping fees.  Please see the link below.  Also based on the last name we are unable to pull up their sales order.  If they could provide a sales order number we can see if there are any more records.

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

  Customer response

  01/12/2024

  I am rejecting this response because:   

  Order is OSKUS4763
  

  When you call in to make a purchase you need to be able to trust the salesperson.  What if someone orders on the phone and doesn't have internet?   On the phone I was never told to pull up the return policy on their website to confirm if what the salesperson (*****) told me was accurate.  

  I have 3 attachments:

  1)  A text from ***** that shows that i tried to order over the phone, but ***** told me I had to apply for Affirm through their website and order online.   This still doesn't negate what ***** told me about the free shipping, no cost return.

  2)  An attachment showing a reply after they said they checked the phone records and didn't find anything.   But when I gave them the exact dates, times and name (*****) they couldn't find any records because that person no longer worked there.

  3)  An attachment that shows some admission of guilt by saying that they will train their staff better and try to improve customer service.

   

  Customer response

  01/23/2024

  I'm not sure why I was sent an email because I don't see any updates from the business. I rejected their initial response and provided additional details and documents for which I have not yet heard any reply

  Customer response

  01/29/2024

  I am rejecting this response because:   

  Please see my Jan 12 response and 3 additional attachments I sent on Jan 12.  I'm waiting for company to respond to those.

  - ****
  

*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. ↩