Relax The Back — Local services in Laguna Niguel

On April 1 of 2022, me and my husband walked into a Relax the Back by our home in Laguna Niguel.

I was interested in a Tempur-pedic bed. The salesman was named Steve Kern. Steve said he was filling in for Donna and he manages the Irvine store.

I’ve always wanted to try a Tempur-pedic bed but could not afford it but my husband was being very generous because I suffer severe back pain and was open to trying the trial. I was tired because in the past year I had trialed 3 other beds that didn’t work out.

STEVE explained to us that we had nothing to lose except a $300 restocking fee.

Steve brought to our attention that during the three months trial that if something were to happen to the bed the warranty would not cover it if I didn’t have the their foundation. Their foundation was $450 for a CA King. Our current bed foundation were slats. That made me nervous but I wanted to try this mattress really bad on the foundation it was designed for. So we purchased the $450 foundation knowing that there is no refund. Steve made that clear. He also made it clear that there would be a return fee of $300 for restocking.

The bed was delivered within days and I was so very excited. I just turned 50 and I was hoping this would be the bed of my dreams.

After a couple months, Sadly, the mattress was not a good fit. For me it had a terrible “feeling stuck” feeling, not to mention it was so incredibly hot. We were sweating profusely in this bed.

I called the store numerous times and was told I had to call back on a day Steve was there. Because he sold me the mattress.

I finally got ahold of Steve and I explained I needed to return the bed and he said he will process the refund and he would mail me the receipt and we walked through everything over the phone, and I asked if I could pick it up but he said he’d just mail it to me two blocks away.

Once I received the receipt, I was expecting a balance around $750 — $450 for the foundation and $300 restocking fee.

But I was stunned to have a balance that was over $1,000. I called Steve back and asked why is there a mysterious pickup fee of $199.00 that you NEVER mentioned once. That would mean to return the bed before the 90 day trial would cost $500. We never agreed to those terms.

I just could not believe with fees and taxes it cost over $500 to return a bed during trial.

Only the $300 restocking fee was ever mentioned, even when we reviewed the refund process and numbers over the phone.

Also I’m very familiar with the charity that picked up the mattress which is called Sharetown. ShareTown does not charge any fee as the mattresses are donated. I know this because they picked up the three prior mattresses we trialed with no fee from the charity or mattress company. One company was Purple with the mattress similar in price.

I complained to Steve about the secret hidden fee of $199 for pickup. Steve simply replied next time you buy a mattress I can waive the fee for you.

I asked him to waive it now, he said he could not. I asked why he never mentioned it? He simply said next time he’d waive it. As if there’s going to be a next time?

No wonder he wanted to mail me the refund documents when I literally live two blocks away, and I would’ve stopped in.

I believe this store was deceptive hiding an additional pickup fee of $199 on top of a restocking fee of $300 if you choose to return the mattress. I already accepted full responsibility for the other fees. But this is egregiously shameful for a reputable store to scam unsuspecting customers out of additional fees and tie it to a pick up fee that was picked up by a charity..

I’m at a loss the lack of integrity and honesty this store policy of hiding fees. You would think since I got stuck with paying for the foundation that I didn’t need, he could’ve waived the additional unmentioned $199.00 fee, but he did not.

I drive by this store everyday and I will forever remember how they take advantage of unsuspecting customers with excessive hidden fees.

This business is not BBB Accredited Years in...

First of all, I rarely leave reviews (I think this is my third time), but I felt compelled due to the extraordinary service at Relax the Back in Laguna Niguel. Steve, the store manager was very helpful and extremely knowledgeable, but most of all, low key and never pushy. He was very patient, answered all my questions and allowed me to take all the time in the world to examine the products on the showroom floor. I found the entire experience – well - quite relaxing.

I purchased a Human Touch Perfect Chair, which I’ve had for about 2 weeks now and absolutely love it, more that I even imagined. I had an older model of this product for the past 20 years or so, and believe it to be the most comfortable chair for long-term sitting such as in a living or media room, especially for those who suffer from any type of back pain. Sometimes when my back goes out, this is the only chair that is comfortable for me to sit in. All other times, it just makes my back feel better.

That said, the current model is several times better than the old model due to many factors including jade stone infrared heating, adjustable lumbar support and extremely improved ultra soft leather and cushioning. But most of all, the new model provides a secondary motor to raise and lower the legs independently of the recline feature.

In the old model, the bending of your legs was basically fixed in a “zero gravity position”, which is great, allowing you to you recline up and down to suit your needs with little or no pressure on the spine. The new model, however, also allows you to raise and lower your legs independently of the recline function which can be used at the same time. This is a total game changer and completely changes the characteristics of the chair while maintaining the benefits of the old model.

Being able to independently lift and lower the legs while using the recline feature gives you the benefits of a full recliner, where you can stretch your legs out, and a zero gravity chair, making it, IMHO, live up to its name as the perfect chair. I was considering waiting a while to purchase this chair because I still had an older model that was working fine, but now that I’ve had it for over two weeks, I cannot be happier that I made the decision to purchase it sooner rather than later. It really made a difference beyond my expectations, and I cannot more highly recommend this store or this product. By the way, I am not affiliated with this product or business and am not getting paid nor receiving any benefits whatsoever for writing...

I walked into the store with back pain and walked out pain-free. It sounds too good to be true, but it really happened. I manage my lower back pain by using seats with proper lumbar support and sleeping on firm beds. I was looking for and purchased a seat cushion for my Model Y and an office chair.

When I visited the my local Laguna Niguel store, Donna Williams, the sales manager, showed me exactly what I needed. I arrived in pain but drove away pain-free. The two products I purchased are amazing. Donna was personable and knowledgeable about their product line.

As a real estate broker and loan originator, I understand the importance of satisfied clients posting their experiences in online reviews. I definitely recommend the store, the products, and Donna to anyone needing to manage their...