ComplaintsforInfinite Creative Enterprises, Inc.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought the Kyota massage chair from Best Buy in March of 2023. The chair didn’t arrive until almost June. It didn’t work from day 1. We contacted Kyota and it took almost 60 days for the parts and a technician to come out. At first the parts were sent to some Best Buy warehouse, and the first technician never called us to make an appointment. At this point, 60 days lapsed, and we could no longer return the chair. Best Buy said it was after the 30 day return, and Kyota says I have to return it to Best Buy, so now I’m stuck. The second tech replaced some rollers but couldn’t get the remote to work. He said he’d contact Kyota. He never responded to me since and has ghosted me. My husband contacted Kyota and a tech was supposed to come, but he ghosted my husband, too. Parts came in the mail, so we were hoping we’d get a call for a technician, but one never came. It’s now December. Nine months and several phone calls to Kyota and all I have is a $3000 piece of garbage. These people are scammers.

  Business response

  01/09/2024

  After looking into this further with Tech Support, the Customer has agreed to a swap (exchange) into another chair.  The chair has shipped and is on it's way to the Customers White Glove Agent for delivery.  This has been amicably taken care of by both sides.  

  Customer response

  01/09/2024

  
  Complaint: ******82
  
  I do not accept the business's response as a resolution to my complaint because this issue is not yet resolved. I accept the solution of a chair swap, and I thank the organization for finally working to resolve this. Once the new chair is set up and working, then, and only then, will I consider this matter closed. 
  
  Sincerely,
  
  ****** ****

  Business response

  01/19/2024

  ******* I think that's fair enough.  We will see the process through in hopes that all goes well and you are satisfied.  Thank you for your patience.

  Customer response

  01/23/2024

  
  Complaint: *******2
  
  I do not accept the business's response as a resolution to my complaint because the matter is not yet resolved, and I cannot accept a response without closing out the case. If I could accept the response and keep the case open, I would. Anyway, the chair is scheduled to be here 1-24-23, and once it is set up and functional, I will close this case. 
  
  Sincerely,
  
  ****** ****

  Customer response

  01/25/2024

  The swap took place on 1-24-24 as promised, and the new chair is working well so far. Please close this case. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a massage chair in 4/2020 for $4999 and 1 month later began having issues with the chair. The company has sent 3rd party contractors to fix it and its still broken. We have had ATLEAST 7 different people at our house, with no knowledge of who they are. Infinity has no record of who these contractors other than the company they work for. The chair keeps breaking and the subcontractors can not nor will not fix it. They have to watch videos on how to fix the issue. I have a massage chair sitting in my living room and I do not want it. I have records of every issue we have had. We do not want a replacement chair. We have parts sitting in my garage and no way to return the parts. Every time I have to meet someone here to "fix" this issue, I have to find someone to open up the house and wait with the repair people. My wife had to miss almost 3 hours of work just this past Friday and the chair is still broken. I feel like Infinity Chairs has taken advantage of me as they are not a local company so there is no recourse to them. All they are giving us is words, no action We have spent numerous hours dealing with these issues and am completely fed up. We want our money back.

  Business response

  04/26/2023

  We have done everything possible in regard to trying to make repairs under the customer’s Warranty.  When you purchase a vehicle, it comes with a Warranty.  Should anything happen you exercise that Warranty.  That works the same way in this case.  You cannot go to the dealership after three years and ask for a refund.  Sometimes when trouble shooting issues, you’re making an educated guess as to what will solve the problem.  In this business that is what you’re truly relying on.  Sometimes their right and sometimes it just takes a bit more time before you narrow down an issue.  In the end, we decided that it was the best choice to just replace the chair.  The customer demanded we replace it and we were attempting to do so.  At this point, all we can do to stay within our guidelines is to either Repair or Replace.  Replacing the whole chair we feel is more than generous considering all this has happened over a 3 year span.  Please refer to the attached Word document which details all that has transpired.  

  Customer response

  04/27/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: the chair is a lemon.  We started having problems 1 month after the chair was delivered. And it is still broken.  The chair has been broken more than it has been working. This has been an on going issue with multiple people coming to the house. Us having to miss work to be here (over 8 hours of missed work) ,  and the chair still being broken.  I spoke to a lady at infinity yesterday and she said "I wish I could send you a new chair and  guarantee it won't break, but I can't promise the new one won't break also. Not one repair person that infinity has sent has been able to repair the chair peoperly and it is completely unacceptable and unprofessional.  They have stained our carpet.  Infinity has over 2 pages of  complaints and calls from us.  No one that they send can't fix the chair. We originally asked for a new chair. But they denied sending a new chair and they sent the "core" and it's still not working, at all.  They failed to install the core of the chair and they broke additional pieces.  Infinity doesn't even known who the contractors who are trying to fix the chair.  The contractors do not have any respect for my house, my time or infinity chair. We have brand new parts that infinity sent to  our house at this moment and no way to return to infinity chairs, as they don't seem to care.  The man from infinity told me today that " we already got paid from the credit card company, it's not our issue". This chair is a lemon. They offered a new chair only after their technicians that they sub contract out broke it further. The subcontractors they send watch YouTube videos on how to fix the chair.  What kind of warranty service is this when the technicians can't even fix the chair. Over 5 times we have had someone here at the house and the chair is still broken sitting in my living room. When we call infinity it's a different story and problem with every different person we talk to. This is totally unacceptable and I want my money back. I do not want to deal with infinitychairs any longer. 

  Sincerely,
  
  ***** *******

  Business response

  04/28/2023

  I am the gentleman that Mr. ******* is referring to.  In no way shape or form would an Infinity employee from here say such a thing, including myself.  He advised me that he wants the chair removed from his home immediately, and if not, it would be removed by him and put outside with a tarp over it. The chair has been repaired through his Warranty which is still in place.  We have fulfilled our obligations through the Warranty and have attempted to continue fulfilling them. There are two solutions to this issue.  He either repairs through the Warranty, which does involve technicians coming to his home or accepts the offer of us replacing the chair.  I was personally told by Mr. ******* that he wants nothing to do with either offer.  

  Customer response

  04/28/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I don't understand how you are aware of the conversation I had, as she told me that you don't work in the office and she would reach out to you.  The chair was broken with in the 1st month (the initial complaint was sent in the company 31 days after delivery, all records are in my email).  You state that the chair was fixed under warranty, if it was fixed why are there over 2 pages of records since the 1st complaint.  We have never spoken to any member of management, or yourself until 2 days ago and we have asked for numerous times.  We have asked for a new chair over and over and your employees keep trouble shooting. The wrong parts have been sent numerous times, and the repair people sent are incompetent and refuse to fix the chair. Your company has not held up to their end of the warranty.  We have tried numerous times to have the chair fixed, taking off hours of work to meet the repair people. with no resolve. I have a massage motor, a motherboard and a footrest in my living room and still a broken chair. If you have held up the warranty, then why is my chair still broken.  I purchased the warranty to have my chair fixed and made whole again and Infinity has not held up their end of the warranty. I feel disrespected, lied to and taken advantage of.  I do not want a replacement chair at this point, I want my money back and the broken chair removed from my house, as well as the unused parts. And yes, when you buy a car and get the warranty, you bring your car to the dealership to get fixed, and the car gets fixed.  I PURCHASED the extended warranty to get my chair fixed and you company can't fix it.  What kind of warranty doesn't fix the issue.  When we had the conversation for the first time (2 days ago) why would I make up your statement "this is your problem, we got our money".  You are trying to make me out as the liar. How am i supposed to know you got all your money? We are still making payments on the chair and cannot use it. 

  Sincerely,
  
  ***** *******

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a "top of the line" Infinity massage chair and there have been NOTHING but problems as soon as the company was paid. Not only did it take 6 weeks to be delivered, (1) the crew who delivered the chair did NOT know how to assemble it. (2) Days later another "tech" came to assemble the chair and left behind "many spare screws and parts". (3) Soon after, the entire leg / foot component failed and needed to be replaced. During my call with customer care, I also noted that the back massage component massage wheels were grinding, resulting in sporadic pinching, literally causing welts (4) The appointment to install replacement parts was completely missed by the technician... no call, no show... I took time off of work for this debacle. (5) Once that install was finally completed, less than a month later, the left arm massage component became loosened / detached. (6) When the chair moves to 0G, it shakes and makes a significant dragging noise. It is clear that your outsourced installers ("white glove???) have very little knowledge how to properly assemble this product. It is also clear that this product is SEVERELY defective. I have contacted their customer care providing pictures and videos and although the staff is well intended, the product they support is sub par at best, particularly for the price point. Please note: I have video of these defects but your BBB site does not support video uploads to complaints

  Business response

  02/20/2023

  Hello, 

  I am sorry for the delayed response.  We have been in communication with this customer and have already started the process of a full replacement.  ****** should be receiving a phone call this week to schedule a delivery appointment for their new chair. 

  Thank you, 

  Crystal S*****
  Customer Experience Team Lead
  Infinity Massage Chairs, a division of I.C.E., Inc.
  ** ***** *** **** * ********* ** *****
  Phone:  ###-###-####
  *******@infinitymassagechairs.com
  ***************************** **************************
  
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased your so called top of the line Kyota Massage chair at the SD fair last June 19. It was delivered 2 days after and I called to report that the guys who delivered it did not properly installed the massage chair. I spoke to Heidi C****** on the phone and was told someone was going to call me to schedule the repair. That was June 22. The week finally ended and there was still no call. The following week I sent an email and called to ffup. I spoke to Mike and supervisor Ian and was told that someone will call before end of day. NO ONE called. Long weekend has passed and it's now July 5 and still NO CALL, NO EMAIL. NOTHING. I was told not to use the massage chair for fear it might break and we have not used it but OH MY FREAKING GOD it's been more than 2 weeks! We bought a $8800 worth of massage chair and we can't even use it! Your company has been dealing a lot of complaints and now we know why! This is a simple complaint and NO ACTION has been done!

  Business response

  07/06/2022

  We were initially notified of this failed chair install on June 22, when the customer called in and spoke to our tech support team. Because the order and installation was not fulfilled directly by Infinity but by one of our vendors, we needed to get approval from that vendor to send a technician out at their own expense, as it was their delivery agents who incorrectly installed the chair. We were granted that approval and created the work order for a tech visit the following day, June 23, and have reached out multiple times since then, most recently yesterday, July 5, requesting this customer be scheduled for the repair. Per our agreement with our technicians, we do have to give them up to 48 business hours to respond to and accept a work order. Unfortunately thereafter there was a delay due to the long holiday weekend recently, and we do apologize that this is taking longer than anticipated to complete, but Infinity is doing everything in our power to ensure this chair is properly assembled as soon as possible, up to and including looking at separate delivery agents that we would book at our own cost to fulfil this job in lieu of the technician if they continue to be unresponsive.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  IT8500X3 Chair purchased April 7 from Costco for $5362 including a mandatory “white glove” delivery service for $300. Notified for delivery Monday, April 25. White Glove delivery guys did not know how to assemble the chair. I shared the utube video. The right arm would not attach to the chair and we determined that the latch unit was faulty, with a pin preventing the attachment. I called the salesman, Mike M******* who had told me several times, “call me if there are any problems.” He told me I had to contact Customer Support/IT department. I told him I was quite disappointed that for over $5000, I was left tracking down a solution. Spoke with Eric in the IT department of Infinity. He told me to email pictures of the issue. I immediately did this. I also inquired as to what more might be needed. No reply. I emailed the next morning with the same question and what the next steps would be. No Reply. I emailed that evening with the same questions. No reply. I called IT at Infinity the next day and spoke with Blake. He finally opened the pictures, said the latch was faulty, and that he would rush FedEx a new latch and I would receive it within 2-3 days. I asked why no one had returned my emails, but he didn’t have a good answer. It has now been 5 days with no part, no contact, and no solutions. I have my $5362 chair sitting in pieces in my small condo.

  Business response

  05/05/2022

  In response to the insinuation that White Glove service is a mandatory cost:  We do offer White Glove Delivery and Assembly for all of our chairs, but this is an elective service for those who either would have difficulty or choose not to assemble their chairs themselves. This service is an additional cost because Infinity in turn has to pay a 3rd party vendor to perform the service. White Glove service is, in no way, a mandatory cost forced onto any of our customers. I've attached the customer's original order form, blocking out any personal information, which details at the bottom the 3 delivery methods we offer:  Standard (no additional cost); Inside Delivery ($195.00); and White Glove Delivery and Assembly ($325.00). If one of our delivery agents does perform an unsatisfactory job we then will take the necessary steps to resolve the issue as quickly as possible.

  In this particular instance, after speaking with the parties involved from our tech support team and reviewing the case notes myself, this is the chain of events that occurred:

  4/25 - Customer called and the case was created. We requested pictures from and were provided them by our delivery agent to verify any damage to the chair.

  4/26 - Customer emailed in looking for an update both at 12:31 p.m. and 6:09 p.m. (after normal business hours)

  4/27 - Customer was called in response to her emails and advised how our repair process works; necessary replacement parts were ordered.

  5/2 - Replacement parts verified delivered

  It was explained to the customer that once the parts were delivered to her and a work order was submitted for a field tech, it typically takes up to 48 business hours for them to assign a person to the job, who then calls the customer and schedules a home visit for the repair. We are continuing to follow up with this until a technician goes out to complete this repair. While we do appreciate any frustration that may have arose from the customer's first email not being immediately responded to, they were called the very next day and had everything explained to them.  When considering the various stages this process has to go through (confirming damage, sending out replacement parts, waiting on transit time, submitting a work order, scheduling a home visit) and that this case was only opened on April 25, this is moving along at an acceptable and reasonable pace and we hope to have this repair completed shortly.

   

   

   

  Customer response

  05/05/2022

   
  Complaint: 1713****
  
  I am rejecting this response because: The company did NOT call me the very next day. After waiting 2 days for a response, I called again on April 27 in the afternoon.

  Also, I was told by the salesman, that White Glove service was required on this purchase. I decided that it was okay because I wanted to be certain everything was done correctly. I assumed this meant that I would have a working chair when they left and I would not be left having to figure out how to correct faulty merchandise myself.
  
  Sincerely,
  
  *** ******

  Business response

  05/05/2022

  While we can appreciate the frustration of receiving a chair that does not work out of the box, Infinity has and is continuing to do everything possible to resolve this issue quickly and effectively. All email communications (including emails sent by the customer) are recorded internally within the case we've created, and there are records of all phone calls in and out of our building as well. While we wish that sometimes this process worked faster the reality of domestic logistics means that nothing is an overnight process.

  Regarding the White Glove being a mandatory cost:  Per the order form I have previously attached, which is signed by the customer, it is not a mandatory cost, but a fully elective one. If the cost were mandatory, we would not offer other delivery methods that are clearly detailed on the order form. Even if there may have been a misunderstanding between the customer and the sales rep, it is the responsibility of all customers customers of Infinity as well as other companies, to fully read and understand any document they sign, before signing, and to voice any concerns or misunderstandings with any mentioned or displayed terms at the point of sale. The inconvenience of this matter aside (albeit understood) Infinity has done and will continue to do everything properly to resolve this issue per our policies and procedures.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a massage chair from a Pharmacy Conference I attended. I liked it so I ended up buying two more. On the 2nd order one of them have been defected since day one. Due to COID-19 we did not put in a complain because the Country was on lockdown. When we complained the service technician came out to fix it, he was not able to. Then he ordered some parts from the company and came back again. He was not able to fix. They happened 4 times. All 4 times the service technician that came from the company was not able to fix it. The massage chair I bought was on clearance and I believe it was defective from day one. I would like a full refund and for the company to take back the massage chair. Please call me at ************.

  Business response

  04/20/2022

  We have detailed records of services provided to this customer. The chair in question was delivered in late October of 2019. Customer had difficulty assembling the arms, so Infinity paid to have a technician go to their residence in Medford, NY to complete the assembly. After a week, a second technician was sent out at the customer's request to ensure that the arms were attached securely. Technicians on site reported that the chair was working properly and after multiple follow-up calls (12/3/19 and 12/17/19) the customer agreed that all issues were resolved to their satisfaction.

  In February, 2021 the customer called back reporting that the chair was not powering on, and that there were disconnected wires and air hoses. The chair was now at a different residence in Woodbury, NY, which means that it would have needed disassembly and reassembly during the moving process and the chair appeared to have been reassembled incorrectly. As the chair was now beyond the one year service warranty, Infinity provided parts at no charge and coordinated technician visits that the customer paid for under the stated terms of their warranty. The issues that were reported after the warranty expired were substantially different than the issue that the customer had originally contacted Infinity about in 2019. Technicians performed service on site for the customer in March and May of 2021. We had not heard from the customer in the last 11 months until this complaint was filed.

  Customer response

  04/21/2022

  Complaint: ********

  
  I am rejecting this response because: The chair was never delivered to Medford. It was delivered to Woodbury. The chair was never moved from Medford to Woodbury. It was never disassembled and reassembled. The chair was defective from day one! A technician was sent 4 times and was unable to fix the chair. I had to pay for the technician to come out 4 times to try to fix the chair. 
  The country was in lockdown therefore there was no point of contacting the company to come out and report the problem. If I did call and report it, would the company send a technician out to fix the chair during the lockdown? The warranty should of been extended due to COVID-19. 
  
  Sincerely,
  
  ******* *********

  Business response

  04/21/2022

  There was some confusion due to two separate orders placed in the same timeframe from this customer and their relative that lives at a different address. Both orders were placed on 10/11/2019 and delivered by the end of that month. Service appears to have been performed on items at both addresses at different times. The first service regarding assembly difficulties was called in immediately and was addressed with two technician visits at the address in Medford, NY in November 2019. That person confirmed that these issues were resolved as of 12/17/2019. 

  The customer filing a complaint (who lives in Woodbury, NY) states that their product never worked since delivery, but we were not contacted by this customer at all until 2/10/2021. Our records indicate that by this time their purchase was out of warranty and did not appear to have been assembled correctly. On 3/30/21 and again on 5/18/21 we sent parts and technicians at our expense to assist the customer even though the product was outside of warranty. We had not heard from the customer since May of 2021, so we would not have known that their product was still not working properly. We have offered to pay for an additional technician visit, now over a year and a half outside of warranty, but the customer insists upon a refund instead. Their signed purchase order explicitly states "All sales are final and all deposits are non-refundable." Not only have we delivered on all promised service levels, we have actually gone above and beyond at our own expense in an effort to assist this customer.

  Customer response

  04/22/2022

  Complaint: ********

  
  I am rejecting this response because: If you can't do a refund then replace the chair. The chair NEVER worked from day one. The warrenty should of been extended due to COVID-19. No one would be able to come in and fix it during COVID-19. 
  
  Sincerely,
  
  ******* *********

  Business response

  04/26/2022

  We stand by our last reply. The purchase is over a year and a half outside of warranty at this point. Not only have we delivered on all promised service levels, but we have also gone above and beyond at our own expense in an effort to assist this customer.

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