Complaints

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.

• Initial Complaint

  Date:10/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to formally file a complaint against Man Cave regarding their failure to comply with the product warranty and service agreement for a massage chair that I purchased from their ********* store in September 2023. The chair was specifically purchased to address my husbands chronic back pain and my fibromyalgia.The product has been defective since delivery. Despite numerous attempts to work with Man Caves customer service and technicians sent by ***** (the manufacturer), the chair has never been repaired, nor has a proper resolution been provided. It has now been nine months since we initially reported the problem, and we are no closer to a resolution.Man Cave has failed to either repair or replace the defective chair, despite its warranty. After several technician visits and multiple part shipments, the chair remains unusable, impacting both my and my husbands health.Over the course of 12 months, Man Cave has deferred responsibility to the manufacturer, Osaki, rather than handling the issue directly. Communication has been inconsistent, with conflicting information about repairs, timelines, and parts. service has been inadequate, including an incident where a representative was disrespectful and unprofessional during a phone conversation. I have been forced to cover the cost of massages elsewhere, which the chair was supposed to prevent. I have made multiple attempts to resolve the issue, including requesting a full refund. Man Cave has offered no satisfactory solutions and continues to delay addressing the problem.I have also reopened the dispute with **************, which financed the chair, but they have been led to believe by Man Cave that they are still trying to resolve the issue, which is not accurate. At this point, I am seeking a full refund for the $12,000.

  Business Response

  Date: 10/02/2024

  Thank you for your communication . We fully understand your frustrations and want to address your concerns clearly.
  
  Over the past 12 months, both Man Cave and ***** the manufacture have worked together to resolve the issue with your massage chair. We offered to replace the chair with a brand-new unit to make things right. However, each time we presented this solution, you declined, expressing that you wanted a refund .
  
  Both Man Cave and ***** have remained committed to resolving this issue in accordance with the warranty. If you are still interested in proceeding with the replacement chair, we would be happy to move forward. Should you wish to accept this offer, please contact our customer service team so we can assist you promptly.
  
  Thank you for your time, and we look forward to hearing from you.
  
  Best regards,
  Man Cave

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22305662
  
  I am rejecting this response because: ***** and Man Cave have not provided any written proof of the communication they said the have had. 
  We have been offered a replacement after 7 months of constantly complaining. Man Cave only gives excuses. At this point we are NOT WANTING ANYTHING but a refund and our credit line reopened. 

  Its been over a year and they have not offered a replacement as the warranty stated, they are now offering it because we are pursuing a legal action but we do not want another chair. We do not trust the business or the quality of the product. We cannot be forced to accept a product when we wanted to return it multiple times and man cave did not accept. Please request Written proof of any physical proof because we have not even gotten the reports from the techs that came here to try to fix it. Still no idea what they said. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On 3/26/2024, I purchased an Osaki Massage Chair LE 2.0 from the Man Cave in the Canal Shops. The dealer was **** (***) P**** 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. More parts sent 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, which we moved 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 and that we should request a refund, instead of continuing this. 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 Man Cave 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 would be 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, we have lost confidence in the product and the business. We have seen more negative reviews and similar complaints. Owners ***************** and **** Mendelovish (***********) will never email or put anything in writing, only telephone call. They continue to evade my questions about compensation or returns. They are no longer responding to emails to me or Osaki.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a OSAKI Maestro LE 2.0 massage chair at ManCave in ********* on January 17*2024. ******* was the sales rep * I finance the chair with ************** for $7200 and paid ManCave and additional $300 on my credit card. I was told delivery would take 7 -10 bus days and then it changed to up to 28 days* this chair is used for my business (ChairMagic Serenity Spa) The chair was finally delivered Feb 5* 2024 * I missed the first attempt of delivery because ManCave gave the shipping company the wrong contact number. I had to do their job to setup a delivery date and time. I requested my $300 back for the mistakes they have made. The chair arrived it was put together per their instructions and the chair doesnt work* I called and emailed the company and as of today Feb 16 their is no resolve* a technician was sent out and he could not repair it * they keep giving me the run around while every day I am losing money due to a non working chair taking up space at my business that I have to pay for weekly and missing out on serving *** my clients!I opened a dispute with the finance company however they stated it can take up to 45 days to resolve the matter. I can not afford to have a non working chair at my business not making money.

  Customer Answer

  Date: 02/27/2024

  I also want to open a claim for OSAKI they are the manufacture company who shipped the NON-Working chair and have not shipped a NEW CHAIR which I requested them to do 3 weeks ago. They sent new parts for a new chair to be repaired which did not fix the problem. They could have troubleshoot the chair at their warehouse, I am using this chair for a commercial business , Ive expressed to them in numerous conversations that I am losing money daily. They simply dont care how frustrating this is .

  Business Response

  Date: 03/14/2024

  dear **************,

  We understand your frustration regarding the delivery timeline and the subsequent issues you've faced with the chair. As per our policy, which was shared with you at the time of purchase, we do guarantee delivery within up to 28 business days. Upon notification that the chair was not functioning as expected, we promptly dispatched a technician to assess the situation.

  It was our intention to rectify the issue as quickly as possible by offering a replacement once the problem was confirmed. Unfortunately, we encountered a refusal on your part to accept the replacement chair, stemming from a loss of faith in the product. While we respect your decision, it placed us in a challenging position to provide a satisfactory resolution. In an effort to reconcile the situation, we initiated a process to refund the purchase amount in full. It's important to clarify that despite the chargeback filed with **************a process in which we were found to be in compliance with our policieswe remained committed to refunding you the total amount paid. The only pending action for the completion of this refund is the collection of the non-functional chair. We believe that once we overcome this hurdle, we can proceed with the refund promptly.

  Regarding the dispute with ************** and your request for additional compensation, including rental fees and lost income, we empathize with your situation. However, our policies, which were agreed upon at the point of sale, do not cover compensation for indirect losses or business use implications. This does not diminish the validity of your frustration and financial loss, but it does limit the scope of remedies we can offer within our established terms of service. We are sincerely sorry for the inconvenience and disruption this situation has caused to your business, ChairMagic Serenity Spa. Our goal is to resolve this matter to your satisfaction as quickly as possible. We encourage you to allow us to collect the chair so that we can expedite your refund. This action is crucial in moving forward and providing the resolution you seek. We value your business and are keen on rectifying this situation.

  Please let us know a convenient time for the pickup of the chair, and we will make the necessary arrangements. Your understanding and cooperation are greatly appreciated as we work towards a mutual resolution.

  Warm regards,

   Man Cave.

• Initial Complaint

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 a Massage Chair and did not receive merchandise. Refuse to cancel order or provide refund.

  Business Response

  Date: 01/25/2024

  Dear *************** and Valued Community,

  We appreciate the opportunity to address the concerns raised regarding the order and delivery of a massage chair, as highlighted by ************.
  At man cave we strive for clarity, satisfaction, and understanding in every customer interaction.

  We acknowledge ************** request for cancellation and refund due to delays in delivery. It's important to note that we offer the option to cancel orders within our clearly stated cancellation policy, designed to provide flexibility and support for our customers through unforeseen circumstances. In this instance, ********** has opted not to utilize our cancellation policy. While we respect this decision, we want to reassure ************ and our broader customer base that we are committed to resolving this issue by working within the framework of our policies to find a satisfactory solution for all parties involved. Our team is dedicated to ensuring that every customer receives timely and effective resolutions to their concerns. We are actively exploring all possible avenues to expedite the delivery process and are open to discussions about how we can meet our customers' needs within the scope of our established policies. To ************ and our esteemed customers, we invite you to reach out directly should you have any further concerns or need clarification on our policies.

  Our goal is to ensure your confidence and satisfaction with our products and services. Thank you for your patience and understanding.

  We look forward to serving you better each day.

  Warm regards,

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21189574
  
  I am rejecting this response because:

  As mention on the original complaint, I did not receive the merchandise  I purchased. To cancel the order, they want to charge me 30% restocking fee for item never delivered. That means, this company just want to make $2340 out of thin air. This is a total scam and I will not agree to their refund policy when no item was received.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We have been the victim of fraud, deception and unfair business practices. On June 21st at about 12:30pm, we visited the store Man Cave in the Grand Canal Shoppes. We own ******* Galaxy S20FE phones with wireless headphones and ear buds. *****, at Man Cave promoted a wireless headset that he claimed to use Artificial Intelligence to enable voice commands to open and play apps on cell phones without touching the phone. He demonstrated that just using voice commands the headset could open ****************** make a call and play a song without touching the phone- all with the headset features. We paid for the purchase and ***** did not tell us the purchase is subject to no returns or refunds. We tried the features ***** claimed the headphones would do and the headsets do none of them. The Belink X will only enable the person to listen to an app and adjust volume and select next/previous selections and answer/drop a phone call. It does not respond to any verbal commands. I can provide copies of the label on the box and the instructions which clearly show they are normal headphones and do not have Artificial Intelligence technology, nor do they have the capability to use voice command to operate a phone On 6-22-23, we returned to store and asked for *****. *** was on duty. We explained that none of the features actually work on the Belink X and we wanted a refund. We advised *** that ***** lied and was using deceptive practices to sell features that are not on this device. *** told us to call Man Cave **************** ***************) which we did at 11:30am on 6-22-23. We ask that the charge of $541.85 be refunded.