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| - The staff are polite and courteous until you make your purchase. After they have your money they treat you like a second class citizen and blow you off even though your concern is legitimate.
I purchased a TechTouch massage chair that sells for over $5,000 after taxes. I paid in full... no financing or anything.
They sent two delivery men to setup and install the chair. One of them must have been having a horrible day because he was pretty rude to me as well as his coworker. I should mention his eyes were very bloodshot, but he did not smell like drugs or alcohol.
They spent roughly an hour setting it up. As soon as they left I inspected the chair and found they didn't even hook the back up correctly. I immediately called the store and asked for them to come back and finish assembly. The rude employee came back in and 1-2 minutes later popped it into place and left without saying a single word. During this visit they damaged my doorway (chipped the wood and paint) because they didn't have the patience or courtesy to bring it in carefully. Plus, my $5,000 massage chair came brand new with a long streak of paint off of my own door. So not only did they damage my doorway, they also stained the chair.
Also worth mentioning is that the delivery men trampled an expensive Turkish rug that was several feet away from the hardwood area where they were assembling the chair. It's almost like they wiped their shoes on it over and over because it's filthy. I bought it 3 days before their arrival so it was brand new until they showed up. I shampooed it for an hour and it's still stained. Thanks, Relax the Back, for trashing my doorway, chair, and new rug.
I used the chair that night and found the shoulder pads were not functioning. Upon further inspection there was an air hose and 2 electrical connectors dangling from the back that were not connected. I called them again and got another bothered employee. They insisted this was a manufacturer defect. They repeatedly said that some hoses get kinked and that this is causing the shoulders not to work.
Funny, why WOULDN'T THEY HAVE TOLD ME THIS PRIOR TO MY PURCHASE?... they wanted your money at all costs. After my insisting they come back out and that I see hoses and connectors dangling they finally agreed to send someone out several days later.
A salesperson came out to repair the chair. He spent 30 minutes or so opening the chair and connecting it. Turns out the first crew didn't connect everything, which is why the shoulder bags weren't functioning. Three days later I noticed there was an issue with the speakers and that they were not operating properly. I again called the store.
This time I was told this would be a warranty issue (EVEN THOUGH I'VE HAD THE CHAIR LESS THAN 10 DAYS) and that I would need to contact the manufacturer... again, this shows a lack of service AFTER they got my money. Before then they were accommodating and polite.
I contacted the manufacturer. They sent a rep to my home to fix the speaker issue. Upon his arrival he noticed hoses running along the side of the chair and he said that is not how the chair should be assembled. Big surprise... Relax the Back failed me again.
He replaced the speaker section of the chair and still found the speakers not functioning properly. He then wondered if the issue was in the assembly, which wouldn't surprise me one bit. He had to leave and reschedule so that he could have adequate time to disassemble and reassemble the chair.
It is now January 21, only 18 days since the chair was delivered and I'm already experiencing every issue a customer can.
Spend 10 minutes online comparing prices and you'll see for yourself that they're overpriced. I purchased a Jesper sit stand desk online for $1160 shipped and assembled... Relax the Back charged $2,300 for the very same one!
Do yourself a favor and STAY AWAY from this place. It will only lead to headaches and high blood pressure.
UPDATE 1/31/14: Despite his friendly response below, I want to point out that Chris knew of my situation from the start and didn't do anything to try and resolve it until 2 days ago after reading my negative Yelp review. In fact, he knew I purchased the desk somewhere else for a cheaper price over 2 months ago... I told them right in the store, yet this is the first I'm hearing of a price match or anything of that sort. Funny how he never addressed any of this until my review was seen.
Also of note, he has known of the issues with the chair/delivery/etc., since they first occurred. Unless of course, this happens to all of their customers and he has me confused with another customer whose new chair was setup incorrectly, doorway was damaged, and brand new $1,000 area rug was ruined. I did speak with him this week. They offered to reimburse me the cost of having it cleaned, although I'm skeptical. I will update my review if that happens.
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