Relax The Back in Naperville, IL Open now

Reviews about Relax The Back

• ★ ☆ ☆ ☆ ☆

  January 08, 2020, by Jim Seidman
  My wife and I made the mistake of buying a couple of very high-end zero-gravity recliners here. On the floor they had the Human Touch PC-410. We made the mistake of trusting the salesman that the PC-610 model would feel exactly the same, the only difference being that the PC-610 is motorized. So wrong... It turns out that the PC-610 uses a completely different adjustable lumbar support that is a rare utter failure on Human Touch's part. It is simply very uncomfortable compared to the padded lumbar on the PC-410. Their delivery service was awful, and actually assembled the chairs incorrectly. Combine that with the fact that one of the chairs had a defective lumbar support that would inflate to maximum size whenever the chair was not in use. I was soon in agonizing pain from trying to break in the chair, and actually had to see a doctor. To their credit, the salesman and a rep from Human Touch came out after a week and reassembled the chairs properly. But the lumbar supports were still uncomfortable, even the non-defective one in my wife's chair. The salesman suggested switching to a different pad on the chair. I drove to the store to try it out, and within 5 minutes was in pain again. He said it took time to break in a new chair, and I would have to deal with some discomfort. I've already dealt with two weeks of pain from these chairs, so I asked him to just let me return them. The Relax the Back website talks about a 15% restocking fee, but the Naperville store has small print on their register receipt saying that it's actually 25%. I even discussed the 15% fee with the salesman, but he was (by his own admission when I called him later) so focused on trying to get me to exchange for something else that he didn't even catch the mistake. Their computers weren't working so it wasn't until I got home and saw the confirmation email that the salesman sent me from his Gmail account that I discovered the 25% and an exorbitant $145 pickup fee. I asked the manager, Michael, if he was willing to compromise at all on the fee. Since the salesman had misrepresented the product, and it had been misassembled, and defective, and caused me excruciating pain, I thought maybe they would do something in the interest of good customer relations. Michael was completely inflexible and unapologetic. I deeply regret doing business with this store. Don't shop for furniture here if there's any possible chance you might need to return it. Don't buy anything that doesn't exactly match a configuration on the floor. Don't trust their delivery service to assemble anything. And don't expect them to apologize for their mistakes, even verbally.