This is to respond to Tom Noto's negative 1 star review. This is an extremely unfair review. He contacted our company at least 3-4 times a day for 3 weeks straight putting undue pressure on us, we kept in constant communication as this customer needed, this is exceptional customer service. He even contacted us quite late after hours on our personal lines which is completely unreasonable but we still accommodated. We delivered his chair in perfect condition and the model he purchased is in fact a very expensive high-end model which has outstanding reviews from all of our clients. It's the Ogawa Masterdrive Massage Chair, it's a top-of-the-line chair. He doesn't like how the foot rollers feel so he wanted to return the chair. We offer free shipping across North America however our return policy clearly states that the customer has to pay the shipping to return the item with a 10% restocking fee (We were going to waive this 10% as he agreed to swap to a different chair) This is not unreasonable. No company would offer free 2-way shipping for this size of item solely if the customer isn't pleased with 1 feature. We are not a Costco, we are a small business that cannot cover this value in shipping cross border. This is an attack on our company and defaming our company online is not how you resolve issues. This customer was more than aware of our policy, we have it in writing. He is attempting to keep the chair and has opened a chargeback against us, this is fraudulent. We are more than willing to accept the return if the customer covers the return shipping, as per our policy. We never declined the return. We went above any beyond for this customer and we are quite surprised of this approach. He also tried obtaining our customs information to drop this at our doorstep. We have been more than accommodating to this customer, but everything has to be within reason.
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At Relaxacare we offer a wide range of products such as massage chairs, saunas, red light therapy, hot tubs and much more. Our goal is to be apart of every consumers health journey. We provide communication and education to all our valued customers.
