Relax The Back — Local services in Pasadena

Excellent customer service! It was a very difficult and lengthy process because of my special needs.

The zero gravity recliner that I purchased in 2015 died suddenly (motor issue) in the late afternoon of June 27th. I have mobility issues and chronic pain and it is the ONLY piece of furniture that I am comfortable in. I didn't have the time or energy to attempt to have it repaired. I needed a new one immediately.

I rushed to Relax the Back in Pasadena shortly before closing. The salesperson, Roman, was very kind and compassionate. It generally takes at least 4 weeks to have a recliner delivered but he stayed an hour late and coordinated with the store owner, Pam, to ensure that a floor model that was being delivered to them the next day was delivered to me instead.

The floor model was delivered to me the next day but it had a fixed footrest, something I had never seen or experienced before and I had severe difficulty getting in and out of it due to my mobility issues.

I returned to Relax the Back the next morning and explained the situation to the Manager, Aaron. He was totally understanding and supportive and gave me a full refund, even though floor models are generally non refundable.

He assisted me in placing a new order for another zero gravity recliner with a retractable footrest. Since it would take at least 4 weeks for my recliner to be delivered. He allowed me to retain the floor model until my new one was ready.

A few weeks later I reached out to Aaron again to let him know that the recliner with the fixed footrest was a trip hazard and causing me undue stress.

He tracked down another recliner with a retractable footrest and had it delivered to me to use until my recliner was delivered.

My recliner was delivered yesterday and I LOVE it!!!

Heartfelt thanks to Roman, Aaron & Pam for their combined efforts and going the extra mile to make sure I was taken care of.

I have been a loyal customer for the past 20 years and will continue to be one for the...

On July 17, I purchased a chair; the charge cleared my credit card a week later. Given that it was a special order, I expected it would take a few weeks, but it turned out to be an ordeal. The company shipped the chair on 8/15 but sent the wrong size seat, so some back-and-forth with them took until the end of August to figure out what to do. When the new (correct) seat finally arrived in mid-Sept, I went in to the store to pick up the chair only to find the cylinder that adjust the height wasn't working and the chair was stuck in the lowest position. (Note: I discovered this in the store; it doesn't appear anyone else tested it before me.) This problem was fixed and I finally picked up the chair on Sept 20th, two months after it was ordered. The reason I was getting the chair was because of a back issue and a need to find a way to sit at work that addressed my pain, so the delay was not ideal. Although there were some apologies, I asked for store credit or some other way to make up for all of these errors and for the delay... so far nothing.

The seat is nice--works really well and great for my back. There were a few dings on the roller feet, which I don't care too much about, but just one more thing to add to...

I highly recommend the Pasadena Relax the back store. The customer service was outstanding. I am a Physical Therapist and one of the several diagnoses that I treat is related to neck and back pain. Throughout my career I have referred patients to the various Relax The Back stores throughout Southern California. With that being said, I recently visited this store as a customer. I was impressed with the customer service I was provided and the Store Manager generally seemed as though he care about me taking my time to purchase the item that was best for me. Furthermore, he was very knowledgable about all of the products and was able t use his expertise to assist me in picking the item that best fit my needs. I went in to purchase a pillow and this was an important purchase for me considering that I had been experiencing frequent headaches. Since purchasing the pillow my headaches have decreased. I appreciate the service I was provided...