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Business Profile

Orthopedic Chairs

Real Relax

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Chairs.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This rollator was bought on August 2023. On the website (supporting document no .1), Elenker states that the warranty is for 2 years. When I first received the ******/ rollator, I contacted them right away about a broken leg which supports the seat and that exact part was assembled through the factory. I called them numerous times and emailed. I was told that email wasnt the right one, I needed to contact China not ********** or something. I got really frustrated but I am always respectful. There were numerous problems before the end of the year like my brake became hard. i mean it dragged when i tried to push it because there was no flow. I have had it for almost 2 years and its always like that. Its slow. But its beautiful so i wear purple to match it and show it off. But the brake never works it will slide on the bus as well. So thats 2 problems with the ********* November 2023 I was told that I would receive something a video and something to know how to fix the brake myself. I never recieved that. It took til December someting for them to send me screws. Theres never a response unless you contact them for month. I have emails. Last fall I called Elenker during the holiday season and they replied they will email. they may even send a replacement. Even last month I sent emails for help again and Im still not getting email responses and its been almost 2 weeks about the same brake problem. Its a pretty purple ****** and it supports my height and weight. I am well under the weight limit. So i dont want to through it out. And I need it but I dont need the stress. I dont remember how much it cost so I will just say $200+. I have other Elenkers that were bought for me. I have a standup ****** that I love but i dont need the support any longer. And they work well with no problem. Only this purple ****** is giving me problems and its the one that I need the most. I can provide records of emails and also recent calls. And also my address has changed. Please help.

    Business Response

    Date: 04/25/2025

    Hi there ,
    Thankyou for letting us know this issue .
    We really apologize for the inconvenience.
    Can we have the order number ? so we can provide a proper solution .
    You can also send us a picture or a video of the problem.
    Sincerely waiting for your reply!


    Best regards.
    ******

  • Initial Complaint

    Date:02/01/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a massage chair from this company. When it got here the packaging was all torn up. I called and just wanted to return the chair and was told I would have to pay the $350-$400.00 shipping cost for return shipping of the chair. The next day I received a second chair, exactly like the first, which I DID NOT order. I called them and advised them that I received a second chair that I did not order. I also told them that I wouldnt have ordered the chair in the first place unless I had back problems and in no way could get the chair in the house. Further, I told them that it was dropped off in the rain and I had absolutely no way to get it inside. I was again told that I would have to pay the $350-$400.00 return cost for A CHAIR I DID NOT ORDER!! Today, I received a Smart Eye Massager which, again, I DID NOT ORDER!!! I attempted to call customer service, yet again, but they are closed on Saturdays. I do not want to be charged for any of these items, nor do I intend to pay the up to $800.00 they want me to pay in return shipping costs.

    Business Response

    Date: 02/25/2025

    Hello,we have contacted the customer and intend to send a return label to him for returning the item.We will full refund to him once we got the return.

  • Initial Complaint

    Date:12/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased massage chair and there were issues with it right out of the box. Called ****** to have it replaced and was told its not eligible for replacement, only return and repurchase. Well the price has gone up $400. As you can see by the attached photo it clearly states its eligible for replacement.

  • Initial Complaint

    Date:11/26/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    November ******* I am writing to formally file a complaint against Relax Relax, a company that has consistently demonstrated negligent and deceptive practices that undermine customer trust.I purchased *************************** Massage Chair from ****** that arrived 11/26/2024 expecting a functional and reliable product. However, the equipment I received was defective and has failed to perform as advertised. Despite numerous attempts to resolve this issue, the companys customer support team has avoided meaningful communication and has dragged out the resolution process by relying on extended email exchanges rather than addressing the problem *********** is evident that Real Relax is aware of the defects in their products but continues to sell them to unsuspecting customers, prioritizing profit over customer satisfaction. This intentional disregard for quality control and customer well-being highlights a pattern of deceptive business practices.Additionally, their refusal to take accountability for defective products and failure to provide adequate customer support strongly suggests a systemic issue. This has caused unnecessary stress and inconvenience for myself and likely many other consumers.I firmly believe this company should be held accountable for its actions. I urge the BBB to investigate Relax Chairs business practices thoroughly. Furthermore, I suggest that a class-action lawsuit may be warranted to ensure that affected customers receive the compensation they deserve and to prevent others from falling victim to their deceptive practices.Thank you for your attention to this matter. Please feel free to contact me if additional information or documentation is required. I hope the BBB will take appropriate action to address this issue.Sincerely,**** ********

    Business Response

    Date: 12/02/2024

    Mrs **** issues have been proactively resolved we are sorry for the later reply, but positively to our ongoing efforts for future customers better service.thx

    Customer Answer

    Date: 12/07/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

    i still recommend Real Relax test their units and provide a better methodology of support like the other company I purchased from.  All the 1-star reviews receive are about this issue for the most part. Its a real waste of time and money to continue to return the 100 pound units. 

    Regards,

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

     


  • Initial Complaint

    Date:11/11/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The chair has no arms. It was delivered that way. I want the arms.

  • Initial Complaint

    Date:10/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Literally used this chair once and it will not reset and I've followed all the instructions. Even had a ticket opened up with the seller too only get told I don't have training on this chair it's too new .

    Business Response

    Date: 10/19/2024

    We been actively trying to reach out to customer, hope we can solve the problem for customer soon.appreciate.

  • Initial Complaint

    Date:09/29/2024

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    An order was placed on ****** for the Real Relax TV Stand on September 21, 2024 and I was charged in the amount of $221.22 ($234.49 after taxes). Item was received on September 27, 2024 with part number 7 broken in half. I contacted the seller immediately via email as provided by their storefront on ****** and requested a replacement for part number 7. **************** responded claiming that they could not confirm my order after referencing my order number, name and address in separate correspondence. Reviews on ****** and complaints on Better Business Bureau indicate that this is the company's modus operandi - giving customers the runaround for defective or damaged items with no intent to remediate or resolve these issues. I am collecting information from other consumers who may have lodged similar complaints against this company. Please forward any information or contact me via r e a l r e l a x c l a s s a c t i o n at g m a i l d o t c o m. Legal representation will be provided.

    Business Response

    Date: 09/30/2024

    We are proactively solve the issues for our customers. pls see attached mails.thx

  • Initial Complaint

    Date:09/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have the Elenker Upright Rollator ****** with a year warranty. At 9 months the one side of ****** broke off where wheels connect taking me to the ground with it. I have emailed the company multiple times with no response. The phone number doesnt work at all. Why these parts are made of plastic that are your support confuses me.

    Business Response

    Date: 09/25/2024

    Email customer for further trouble-shooting.

  • Initial Complaint

    Date:07/29/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi ************ should not be in business. Their chair is a unsafe and it smoked when being used 6 months after purchase. A person could have gotten injured and or worse. The company told be to take video and then they would send me the replacement parts. There is NO WAY I feel safe plugging in the chair and I am not a electrician and NO WAY I am going to try to repair the chair and maybe cause more damage. I do not trust this company or their customer service representatives. I want my money back and to return the chair to them and never think about this again. I do not want another chair from them as I do not trust their product. I cant believe this company still is in operation.

    Business Response

    Date: 08/04/2024

    we are really proactively trying to solve the problem for our customer, after the lasm mail we sent Ms ********* thought got no reply, but we will work on it, and till really solve problem for the customer, appreciate.

    Customer Answer

    Date: 08/06/2024

     I am rejecting this response because:

    They are lying. I am in active communication with them on email and responding. I have proof, BBB, you are very aware at the complaints this company has and their product is defective.  My next step is to get a box and take a picture like I discussed in a email last Thursday to return the chair. I will expect a full refund as this product almost started fire and could have injured the person sitting in it at 6 months is use.

    Business Response

    Date: 08/07/2024

    We are proactively trying to solve the probelm for customer, and we did agree for initiate the return for customer, though the chair is been used for half year more. rest assured, we will solve the problem for customers appreciate.

    Customer Answer

    Date: 08/08/2024

     I am rejecting this response because:

    While the business is emailing me they are making it very difficult to return as I have to take a picture of the box and they only answer emails during night time my time. And, a chair for 1700$ should not break down almost cause a fire and potientslly harm someone. This company sells a bad product and should stop selling them if you look at all the complaints 

    Business Response

    Date: 08/09/2024

    working on it, we are still proactively trying to solve the problem for our customer. appreciate.

  • Initial Complaint

    Date:07/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased real relax massage chair on December 22, 2023 for $1,343.92 US dollars.In early June just 6 months of owning and only under 10 uses. The chair stopped working. We performed troubleshoot as instructed on Amazon where chair was purchased and chair still not working. Initial manufacture contact on June 25th via email. After 2 days I was told to take a video. I explained theres no power at all. I was told to use a new outlet. So I did and still no power. Then I was instructed to go into the motherboard of the chair. I was instructed to take a screwdriver, open panel and examine a fuse. Then I was instructed to replace fuse. Which I did and still no power. Then I was told to purchase new fuse and replace- which I did and still no power. And now they are asking me to take video again like I dont have a case already open. Warranty expires in December and they are delaying repair furthermore its under warranty and Ive had to purchase screwdriver and new fuse and still have no power to this chair purchased less than a year ago.

    Business Response

    Date: 07/30/2024

    Hi ******
    Hope this mail finds you well
    Pls don't worry we will solve the problem for you.
    My colleague *** did send power cord to you for replacement. tracking number:9944939830 DHL
    You will receive it soon. hope that new cord would solve the problem for you. pls update me after you replace the new power cord.
    Thx



    *****
    RealRelax Service
    Website: *************************************
    email:*************************************

    Customer Answer

    Date: 08/01/2024

     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 have received the cord installed and the chair is working again.

    thank you

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