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:03/13/2024

  Type:Product 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 ordered a massage chair on 2/29/24 directly from LURACO HEALTH & BEAUTY, LLC from sales rep ************************** I paid in full on personal credit card, 2/29/24 in the sum of $9,577.00. ($9,990.00, minus $1,000 disabled veteran discount, plus $587 drop shipment fee). I also asked for shipping information but received none. I then called on 3/3/24 and spoke to customer service and asked for shipping information and informed that sales would call me back, they did not. I then emailed ****** on 3/4/24 and received no response. I then texted ****** on 3/5/24 again requesting shipping & order status. I finally received a response that the massage chair was expected to ship on 3/6/24 and that shipping/tracking information would be provided but again no information was provided. On 3/11/24, I called LURACO HEALTH & BEAUTY, LLC directly and spoke to customer service that I was cancelling my order due to non-responsiveness and asked to speak to a supervisor/manager requesting a full refund. **************** relayed the information to sales, and I was called by *************************, and I informed him due to the severe lack of responsiveness that I was cancelling my order. He apologized and asked if I might consider compensation in the form of refunding the shipping cost of $587 and I declined as he didn't know the status of my order. ****** again called ************************************** ******** somewhere, still declined. ****** called sub-contracted company and attained detail that the chair might be shipped to me around 3/14-15/24. I stated to due lack of information, again declined and asked for full refund. He sent my refund request to accounting and I was then informed I would receive additional charged for return shipment and credit card processing. I declined and ultimately the credit card fees and return shipment where dropped; however, I would only receive $8,990 of the $9,577 (still charged $587 for product I never too possession of). Still no refund of any type.

  Business Response

  Date: 03/20/2024

  The following response is to the complaint filed by the following customer:
  Customer Information:
  *********************************
  **********************************************  80612
  Daytime Phone: ************
  E-mail: ********************
  The customer did place order and we did provide him with a refund when he decided to cancel his order due to lack of communication. We did provide him with updated information in alinement with our terms and conditions timeline of 7 days. Following is the sequence of events:
  Thursday 2/29/24: Order was placed and processed.
  Friday 3/1/24:        Order submitted to shipping.
  Saturday 3/2/24:    Closed
  Sunday 3/3/24:      Closed (customer could not have spoken with customer service)
  Monday 3/4/24       Shipping responded (************************* was out of the office)
  Tuesday 3/5/24       ************************* notified customer that shipment would go out 3/6/24
   Monday 3/11/24     Customer informed that shipment would arrive in his area that day, and be delivered to his home within the next day.
  
  The customer communicated that he was experiencing a post-traumatic stress episode and suffering anxiety due to his PTSD condition coupled with the lack of communication.
  We did profusely apologize and sought to make amends by waiving the shipping fee, to which he declined. However, per our company terms and conditions shipping fees are non-refundable. This information is prominently displayed both on our website and the customers invoice. (see attached). Furthermore, we did not charge the 15% restocking fee that was due according to the terms of our agreement.
  Luraco prides itself on providing impeccable 5 start customer service and making reasonable concessions to retain high a customer satisfaction rating. While this particular case is unfortunate, we deny that we have conducted ourselves in less than a professional manner. Therefore, we dispute that we have performed in a manner to merit this customer complaint.

  Customer Answer

  Date: 03/20/2024

  Complaint: 21421205
  
  I am rejecting this response because: Again, this is not a return, I did not take ownership or physical receipt of item, this was a cabcellation due to no communication.
  
  Regards,
  
  *********************************

  Business Response

  Date: 03/26/2024

  This is to respond to two facts that Mr. ************ replied:
  
  This is not a return:
  
  Luraco respectfully disagrees. With all due respect, this was a return. By definition,a return is: A purchase return occurs when a buyer returns merchandise that it had purchased from a supplier. (Reference: ********************************).
  
  This product had to be returned because it had already been delivered to the purchaser's area even though he had not taken possession of it.
  
  This was a cancellation due to no communication:
  
  Luraco respectfully disagrees.
  
  On 2/29/24 order placed.
  On 3/5/24, 5 days after including Saturday and Sunday, ************************** was notified when the shipment was to go out from Luraco facility. 
  On 3/11/24 ************************** was informed when the product would arrive to his house. This is acceptable as Luraco is a manufacturer (not a retailer), Luraco had to build the chair then ship.
  
  Had the customer canceled his order before it departed our facility and traveled over 800 miles he would not have incurred delivery charges. In accordance with the terms of our agreement the shipping charge is non-refundable as it states on the invoice. Mr. ************ aware of this term before making payment.
  
  Luraco made offer by waiving the shipping fee if ************************** allows installer to install the chair, to which ************************** declined. Again, Luraco had waived the restocking fees, had covered the return shipping fees and credit card fees. 

  Customer Answer

  Date: 03/26/2024

  Complaint: 21421205
  
  I am rejecting this response because: This is back and forth but the response is disingenuous at best.  To date and through the entire process I never once received any formal notification of delivery. IT was always "I or we will send you shipping information when I or we get it".

  It is not factually accurate to state that I was notified when the shipment would go out nor was I ever, not once provided actual tracking and shipping information at any point; not on 29 February 2024, not on 5 March 2024, and again at no time between 5 march 2024 and 11 March, when I, me, not them contacted the customer service and eventual sales rep with again no shipping verification or tracking status / information was provided.  I cancelled the order on 11 March 2024 and then and ONLY THEN, did Luraco even attempt to attain any shipping or tracking information.  The customer service contact and the sales rep (initial call) could not give me any information whatsoever on whether the chair had even shipped from their facility.  After I rejected the initial offer on the initial response call back from the sales rep to not accept waiving of shipping cost did he contact and attain additional information on the status of my order. On the second call back to me on 11 Mar 2024 (from their sales rep) was information found that the chair was actually shipped from their facility and for the first time I was informed after several attempts, that the chair was somewhere in the *****************.  I again stated and rejected any offers and reiterated that I had was cancelling my order and stated that I was not convinced that the verbal statement (backed by no actual tracking information) of the chair being in "********" was an adequate answer.  That was what I initially believed was the end of the conversations and it was stated I would receive a full refund from the Sales Rep.  To my surprise, the sales rep called me for the third time stating he had called their sub-contracted shipping company with more detail and stated that the chair was approximately 100 miles from my location in a distribution shipping center and that the sub-contracted shipping company was attempting to locate a driver that **** not would, *** be able to deliver as early as 14 or 15 March 2024, but likely the following week of 18 March at the earliest; and again; this was not provided through any documentation and formal tracking number.   

  Regardless of the actual facts it seems Luracos has and continues to skew those facts to lean toward their benefit; I will not accept statements that elude that I somehow received tangible shipping information in the form of a actual tracking number as promised many times, to state I did is factually false and again disingenuous at the very best. 
  

   

  They will seemingly continue to adjust information to show that somehow they contacted me and gave me shipping information, so end this and they apparently win; however, buyers should know and be very aware of their practices.

   

  Also, I would ask that my personal medical information not be pasted on their previous response as they is a violation of my personal medical information and any business should know better that when I stated I was trying to stay calm and had a condition that contributed to not wanting a lot off back and forth (like this is doing), would I want it stated in a formal response (public forum); that is flatly a HIPAA violation.  But I am sure this company would again refute facts and they win in the end.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/29/2023

  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.

  I bought an Irobotics 7 Plus cream ( The world's #1 medical massage chair ) on 06/03/2019 with 5 years warranty and starting in July /2019 my massage chair had issued, I called Luraco to troubleshoot my chair, they didn't have a technician over here to fix the problem. So they taught me to call them using Facetime video and watching ******* to fix my own massage chair problems . They told me to fix my chair with their instruction. I kept having issues with this massage chair. , often I couldn't take time off from work to go home to fix my massage chair with them on facetime video, and the chair every time they fixed it created a new problem, I have been taking so much time for this expensive massage chair but it didn't satisfy for the reason that I bought the chair for medical health and on top of that I have to fix the chair instead of them sending a technician for me. Recently I contact Luraco again I called tech support, the new technician seems very helpful to help me with a face time video to fix the massage chair but the new problem kept coming up and I asked them to see if Luraco can replace me with a new chair cause this massage chair I couldn't enjoy . They told me this ********* 7 plus cream model have been discontinued manufacture. I am on the 4th year's of parts warranty only , so for me to get the upgrade chair I9 **** I have to pay around $10,000 extra and they said they specially discounted price for me. I bought this brand new ********* 7 plus in 2019 for $8,100 it'didn't do any good from beginning. Who is guaranteed for me that the new i9 *** won't have the problem like I7 Plus and who will fix the problem again? Recently I got the technician that finally Luraco agreed to pay him to come to my house on 06/28//2023 to put the mechanism in for me. But the chair didn't work well and he suggested that Luraco replace the foot chair, I told them all the refurbished Items that they have been sent to me didn't work at all and the mechanism is so heavy for me every time that I need to take to *** for return. I couldn't do it, it hurt my back and my hands, I think The big Luraco company that selling the expense the world's #1 of medical massage chair should treat the consumer more respectfully and not discriminate or take advantage of consumer to fix massage chair, and tell me to carry the used item to return to the ***. What happens if I injure my back and who will pay my bill to the doctor? For all the time that I spent fixing my chair. Luraco should refund the full amount of $8100 to me and take away this junk massage chair that I couldn't enjoy it at all. I am disappointed with the way Luraco treats the consumer please help me to get back the rights of the consumer and refund my money in full