Terrible company
Terrible company. I ordered a massage table that was delivered to a distributor that is fraudulent. The distributor never answers the phone, lie and document nothing and tell them I canceled delivery. I Tried working with the company for a refund and they refused because the table needed to be returned. I have no control over their distributor. I lost several days of work waiting for delivery that never happened. I sent them the reviews of the distributor that verifies how bad they are shows others have the same problem with them. There only answer was to continue delivering the table with the same company or a refund when returned minus shipping. I can’t control the distributor and they don’t stand behind their distributors so I ended up having to call my bank to file a claim. These people do not care about you. Don’t use them. I’m also alerting AMTA, ABMP and massage boards so others don’t lose thousands of dollars in missed work and fighting these guys. UPDATE: 2/25/25 The company finally responded once I put a claim in with my bank and found another carrier to deliver the table; only refunded me $200 in shipping even though I paid $595 for white glove shipping & delivery, so glad this ordeal is over.
By Stephanie B.
Response from Massage Tools· May 31, 2025
This customer ordered an Oakworks Proluxe on December 24, 2024. The order shipped February 3, 2025, via our white glove delivery service. Delivery was scheduled for Thursday, February 13 at 6:00 PM, but the agent experienced a rare mechanical issue with their truck and had to reschedule. The agent left the customer a voicemail apologizing and offered to reschedule for Monday, February 17 or Tuesday, February 18. On February 17, the customer called us claiming the agent had failed to deliver or communicate on three separate occasions. Our representative assured her we would investigate and coordinate delivery. Our fulfillment team followed up with the agent, who confirmed only one previous appointment (February 13) had been set. The agent also said the customer had agreed to a new delivery for February 18 between 2:00 and 6:00 PM. However, on the morning of February 18, the customer left a voicemail with our agent canceling the delivery, then called us and stated she wished to cancel the order entirely, citing a lack of trust in the white glove agent. According to our Shipping, Warranty & Returns Policy, canceling an in-transit order or refusing delivery for reasons other than visible damage constitutes an elective return. Her reason—mistrust of the delivery agent—does not exempt the order from our policy. Our Policy (https://massagetools.com/shipping-warranty-returns.html) states in part: "Refusal of Freight Delivery Once a freight item has shipped, if you refuse to accept the shipment for any reason other than visible damage… your refusal will constitute an elective return under our Returns Policy." And: "The freight carrier will call you at least one day in advance to schedule a delivery window… We cannot guarantee delivery on a specific day or time." We explained that her cancellation would be treated as an elective return but also offered to reschedule the delivery and handle all communication on her behalf. She rejected both options, became verbally abusive, insisted on a full refund despite the non-refundable shipping costs we had incurred, and ended the conversation. Customers cannot select which agents we use for a particular white glove service, and no vendor in our industry offers this option. Still, to facilitate an amicable resolution to this customer’s order, we located a new white glove delivery agent on the afternoon of February 18. Shortly thereafter, the customer posted this Trustpilot review and initiated a chargeback on her order. On February 19, we hired the new delivery agent at an additional $200 expense to us. The customer agreed to rescind the chargeback—which would otherwise have failed—as a condition of proceeding with delivery. The new agent picked up the customer's table from the original agent and delivered and set up the new table for the customer on February 25. We issued a $200 courtesy refund that same day. In sum, we refunded the customer $200 (outside of our policy) and spent $200 of our own funds to arrange an alternative delivery agent (also outside of our policy). The delivery process was complicated and prolonged by the customer’s refusal to accept a policy-compliant solution and her combative stance from February 18 onward. After delivery, this customer updated her Trustpilot review: "UPDATE: 2/25/25 The company finally responded once I put a claim in with my bank and found another carrier to deliver the table; only refunded me $200 in shipping even though I paid $595 for white glove shipping & delivery, so glad this ordeal is over." The customer received the delivery service she paid for—via a second agent at no extra charge—and a $200 refund she was not entitled to under our policy. We strive to do right by our customers, even when it comes at a cost. We successfully deliver thousands of freight orders to our customers each year, with well over 99% completed smoothly for happy customers. We wish this customer the best with her table and her business.