Relax The Back

I recently had the unfortunate experience of shopping at Relax The Back located at 5959 Royal Lane, Store #286, and I must say that it was the worst purchase decision I almost made. My encounter with Larry Mosiniak, a representative at the store, left me utterly dissatisfied and frustrated with their customer service and overall shopping experience.

As someone who works in a profession that requires professionalism, patience, and knowledge, I understand the importance of treating people with respect and dignity.

Unfortunately, Larry seemed to have forgotten these basic principles of customer service.

From the moment I walked into the store, it was evident that Larry's sole objective was to close a sale, without any genuine interest in helping me solve my problem or addressing my concerns. When I expressed my interest in the expensive Gravis chair, Larry presented me with two options: a 3-year financing plan with a $500 in-store discount or a 4-year financing plan with no discount. Neither of these options was satisfactory, as they did not provide any real cost savings.

Furthermore, Larry informed me that in order to qualify for the 4-year financing plan, I had to make a $1000 down payment. This seemed like an unnecessary condition to impose on customers, and it became apparent that Larry's intention was not to provide a solution that would benefit me but rather to make a sale at any cost.

Feeling dissatisfied with the limited choices given to me, I decided to contact another Relax The Back store to inquire about their pricing and options.

To my surprise, within 20 minutes of my call, Larry reached out to me again, suddenly able to offer the chair on my terms, including a 4-year, interest-free financing plan with the in-store 4th of July discount. This inconsistency in Larry's approach only confirmed my suspicion that he was more interested in making a sale than in genuinely helping me as a customer.

In addition to my disappointing shopping experience, I had brought an X-chair to the store for repairs. Larry had assured me that I would receive a response from the warranty department within a few days. However, when I returned to the store a week later, I found that nothing had been done, and Larry offered no explanation or apology for the delay.

I expressed to Larry the importance of adequate seating because I recently had surgery. He could care less.

Rather than taking responsibility for the situation, Larry proceeded to shift the blame onto the warranty company, refusing to provide any clarity or establish trust with me as a customer. He became both defensive and passive-aggressive, disrespectful and unprofessional.

To make matters worse, when I suggested leaving the chair at the store until the warranty company responded, Larry outright refused and insisted that I take it with me. This lack of accommodation and disregard for customer convenience further demonstrated Larry's disregard for providing a satisfactory shopping experience.

When I requested to speak with Larry's supervisor, he informed me that his boss was unavailable and would contact me instead.

Larry's dismissive attitude towards my concerns and his comment that "it's not about me" left me feeling unheard and unvalued as a paying customer.

I stepped outside the store to gather my thoughts and upon walking back in, I overheard Larry discussing with someone, (via phone) that the warranty company was only willing to send a seat for the chair as a corrective measure. He went on to say that my dissatisfaction was with the warranty process.

This struck me as peculiar since Larry had previously stated that he had not received a response from the warranty company. It became clear to me that Larry's ego, attitude, and lack of accountability were the root causes of my dissatisfaction, ultimately leading to the loss of a sale.

In an effort to seek clarity and resolution, I decided to reach out to Sean, (the person Larry was talking with on the phone). I learned that Sean was a branch manager at another location, so I explained the situation.

Unlike Larry, Sean was understanding, apologetic, and provided me with a clear explanation of the warranty process. His willingness to accommodate me stood in stark contrast to Larry's unhelpful demeanor. He also stated that I could leave my chair at the location as not to make multiple trips.

I want to be emphatically clear: Contrary to Larry's claims that he went above and beyond to make the Gravis chair more affordable, he (Larry) did nothing of the sort. Larry provided no value, nor was it my belief that he ever intended to.

Regardless, I was still willing to purchase the overpriced Gravis chair. However, Larrys unprofessional conduct, arrogant and dismissive attitude were the primary factors in my decision to keep my $5000 in my pocket and explore alternative solutions for my back issues. What a shame because I genuinely liked the product.

It is truly unfortunate that a store claiming to specialize in providing back relief solutions and white glove service failed to deliver on its promises. I did not receive white glove customer service for a 1000-dollar X chair.

So why would I trust white glove delivery, setup and service for a 5000-dollar Gravis? This is the question that needs to be addressed.

Larry's behavior and attitude is what made for an overall poor shopping experience at Relax The Back. It was not the Warranty company nor was it the price. Larrys unwillingness to take responsibility for overpromising a service that wasnt delivered in a timely manner is what left me with no choice but to seek other alternatives for addressing my chronic back problems.

In conclusion, I strongly advise potential customers to think twice before considering Relax The Back as their shopping destination.

The exorbitant prices coupled with the disrespectful, dismissive, passive agressive and unprofessional behavior of staff members like Larry make it difficult for consumers to justify spending their hard-earned money at this establishment.

They will overpromise services that cant be delivered.

And when your run into a problem, or, try to address any issues that need immediate attention, there will be no accountability or responsibility taken. You will wait weeks for a resolution, and you (the customer) will most likely be the problem!