LURACO Health & Beauty — Local services in Arlington

This review is for the well deserved recognition and exceptional service provided by, Lynn Brown, Luraco Health & Beauty, Customer Service representative. Here's the short story to a long and mind numbing ordeal. I had purchased an i7 Massage Chair manufactured by Luraco, from a friend who was moving overseas. Unwittingly, the movers who were packing him and his family out had disassembled their Luraco massage chair. And when I say, "disassembled". They took it apart in ways it was not meant to be! After taking the chair apart, the movers placed all the parts and accessories into a duffel bag and left it as is. Somewhere between getting their household packed, loading everything out and cleaning the house. The duffel bag was misplaced or thrown away. We looked in vain, but the duffel bag was no where to be found. Several days later I reached out to Luraco and explained my situation and inquired about the missing parts of the massage chair. Received a message from, Robyn Readicker, International Sales and Marketing Manager. She forwarded my message to, Luraco Health & Beauty, customer service. Were I was informed the i7 Massage Chair was a discontinued item, however, I had the pleasure to meet, Lynn Brown, customer service rep. Who in my humble opinion, epitomizes the very best in customer service! So after several emails and phone calls, Lynn tenaciously searched and investigated to find what I was missing. Which included; the remote tablet, blood pressure/heart rate monitor, power cord, chair back inflatable pillow, and a slew of specialty nuts and bolts. At this point I wasn't very optimistic, but I hoped for the best. Several days later, Lynn had called me on my cell and requested a FaceTime video chat. Once we connected, she had located an engineer to help identify the missing hardware. He needed a visional guide (my disassembled chair) to figure out what was missing and what I needed. This is the point I found out, the movers had gone overboard taking the chair apart. While I moved my phone's camera around the pieces I had, the engineer was clearly dumbfounded at what the movers had done and kept exclaiming, "No, why'd you take that apart?!? That's not supposed to be taken apart!". It was obviously painful, the movers had done a number on the chair, but he had a pretty good idea what I needed to put it all back together and assured me, they still had the parts in stock. Afterwards, he said he would put everything together for shipping. Unfortunately, it would have to wait for the next day, because their office was closed and had been for the last hour or so! I couldn't believe it, Lynn and this unknown engineer's work day had been over for the last hour and they were still there helping me. Needless to say, I was absolutely floored! They had put in so much time and effort on my behalf. So now, I am happy to say, everything I need is in the mail and on its way. I can't say enough about everything, Lynn did. She really went above and beyond. Her commitment to customer service and unfaltering drive was amazing. Considering all that was involved, she did not have to do everything she did. She could have easily brushed me aside and dismissed my situation and left it at; the chair was discontinued. I would've been none the wiser, but she didn't. Instead, she persevered and made it happen. Outstanding job, Lynn Brown! You have done your yourself and your company a great service. She should be openly commended and it broadcasted aloud for her exceptional work and service. WOW! And a heartfelt, Thank you!!! Sincerely, Frank Dominguez,...

In 2018, I purchased a chair with high hopes, but unfortunately, it turned out to be a constant source of problems. Despite the company's efforts to send technicians to fix it, the issues persisted, leaving me frustrated and exhausted. I made countless calls to the company, even requesting a return, but they refused my pleas. Instead, they suggested that if I could bring the chair to their factory in Texas, they could accurately diagnose and fix the persistent problems. In 2020, I relocated to Texas and immediately reached out to the company, requesting their assistance in repairing the chair. Thankfully, this time they were successful, and the chair has been functioning properly ever since.

Curious about what had gone wrong, I asked the customer service representative at that time about the chair's previous issues. To my surprise, they explained that the technicians in California, who were hired as contractors, had failed to diagnose the root cause correctly, leading to the recurring problems. I couldn't help but express my disappointment, realizing that I had essentially lost two years of warranty coverage while dealing with those issues in California. The customer service representative assured me that they would honor additional warranties for my chair as compensation, and I commended them for their excellent service. Now, as the chair's warranty has recently expired, a new challenge has emerged. During the process of moving, the remote's screen cracked, rendering it unusable. Eager to resolve the issue, I promptly contacted the company to inquire if they would still uphold their previous promise of assistance. Unfortunately, my interaction with the head of customer service, a lady representative, proved to be far from satisfactory. Throughout our conversation, she consistently interrupted me, preventing me from completing my sentences. She even raised her voice, seemingly attempting to assert her dominance. Instead of engaging in a constructive dialogue, she vehemently argued about the company's policy regarding my massage chair.

I recognized that I lacked tangible evidence to support my claims. Nevertheless, as a customer service professional, it is crucial to remain calm and composed, treating customers with respect and empathy. Regrettably, this representative failed to adhere to these principles, resulting in an unpleasant experience. Ultimately, after a contentious discussion, the company informed me that they would repair the remote for a fee of $175, in addition to $25 for shipping. Alternatively, if I desired a new remote, I would need to pay $450, as the previous promises made by other customer service representatives were not documented and thus...

I purchased the Luraco i9 massage chair mainly for my wife but I knew I would use it nearly as often. We both have bad backs and in my wife's case, serious skeletal-muscular issues that cause her pain nearly every third day throughout her entire back, shoulders and neck. So, after reading all the great things about this i9 chair, we were very excited to purchase it for our particular ailments.

Upon delivery, and during the very first massage, we quickly learned the chair was not functioning properly. To simply get the chair to do anything, required us to do a reset (unplug and wait 10 sec and turn back on) multiply times just to get one massage complete.

We called Luraco the next business day and spoke with a technician who helped us to get the chair working about 50% of the time but over that first weekend things just got worse. Ultimately, the chair would not perform a body scan or give any kind of massage. We were very upset about our very pricey investment in healthcare.

The next Monday, we called and spoke with a new rep, named Reaquel. Quickly, she helped us to determine what was wrong with the chair by asking us to perform easy procedures that helped their led their engineers to determine what was wrong. Once they determined what the corrective actions would entail, Reaquel had the parts overnighted to us and I was able to replace the faulty motherboard easily. They provided YouTube video links that showed me exactly what to do. It took nothing more than four screws and two electrical connections to fix the problem.

Reaquel was the only reason I didn't return the chair for a full refund. She was the perfect person to speak with in this particular dilemma and many kudos for her support.

Rest assured the chair is now functioning perfectly and we look forward to our daily massages. I chalk this up to a simple malfunction of a piece of electronics. It was simply Reaquel' s customer service, knowledge and abilities that prevented me from returning the chair. Luraco should do well to see to it that she doesn't leave their...