Relax The Back

A bad case of sciatica drove me to this store. I need to locate good «wedges» to help with pain during and immediately after sleeping. The much maligned (unfairly, in our view) «Steve» from a previous post helped us, and he was pleasant, knew his stuff, and made good recommendations, so no complaints there. He volunteered that they have a loaner program so you can try out various potential sleep pillows and supports for a week before making your purchase, so off we went with three clean but used (we were assured) sleep contour wedges to try out. After 7 days of experimenting, picked out what seemed like the best combination and went back to complete the purchase… this time, naturally, getting our own sleep wedges. By the way, the store at the time we were in was dealing with unexpected underground utility problems (not their fault), yet despite workmen and chaos to repair the problem, staff was courteous and efficient. If you have back problems, skip the mattress stores and come straight here.

The returns process at Relax the
is horrible. I’m still waiting. I’ve sent several emails. It’s tough to experience a poor returns process after using Amazon’s amazing return service.

Disclaimer: didn’t purchase anything here (yet). But was impressed with the knowledge and patience of the saleswoman there. She answered all questions and did demos of all the products. And no pressure to buy. Their (exclusive) brands seem expensive until you consider that at the end of the day, those gravity chairs are custom furniture and as such, it’s on par with most other custom furniture where you can chose your own wood, leather, and other options. I don’t know if I will be buying a zero-​gravity chair anytime soon, but if so, I’d definitely consider this place.

I ordered an electric stand-​up desk over 3 weeks ago. I paid (required) 200 $ extra for a set-​up fee since it’s being delivered to my residence (and not a place of business, I was told). I did NOT received a confirmation for my desk order, nor shipping information/​status so I contacted management after waiting over a week. I received a reply on day 11, surprisingly. When the delivery day/​time finally arrived (I missed work to be available), I was told by the delivery man the WRONG PARTS for my order was in the truck. :-(I have been VERY DISAPPOINTED with the POOR CUSTOMER SERVICE & LACK of ATTENTION to DETAILS for my long-​awaited order. I was told I’ll have to wait another week or so (reorder/​redeliver from east coast) for my so-​called «white glove service»… That did NOT happen. :-(

Had a great experience at this store. Camille was extremely helpful and patient. She listened and asked good questions. There was no pressure to purchase. Went to the store twice to try out massage chairs. Spent three hours on our second visit. We purchased a massage chair and Camille followed up after the purchase, and has kept us posted on the delivery. Very positive experience.

I have always had great service whenever I come into this store! Sandra and her colleagues are always very knowledgable and listen to my needs.
I’d recommend this place to anyone!

I could not be happier with Relax The Back!
I was searching for a desk chair for a long time, and I bought it at Relax The Back. We went there a few times to try their chairs, and they were always kind, polite, and professional to us, and everyone else in the store. We had to be there for more time than most, since I’m in a wheelchair. They let me sit in their chairs for a long time since it takes time to be sure a chair is comfortable. We got to know them as friends.
I had many questions and all were answered. Our saleswoman was great and did a lot of research, since I emailed her many questions that most people would not ask. She emailed me the answers very fast. She was extremely patient and knew more about chairs than anyone I have ever met. Since I’m very tall and heavy, Relax The Back offered multiple options for me, way more than I got at any other store.
I’m an engineer so I don’t normally care about how furniture looks; it’s all about functionality for me. But, I have to say; this is the most gorgeous desk chair I have ever seen! And it is more comfortable than any other chair I sat in, and I tried a lot in different stores. I wasted my time by going to all those other stores; it would have been a lot better if I went to Relax The Back right away.
I strongly suggest you save your time and go to Relax The Back first. Their products and their people are amazing!
If I could rate Relax The Back on a scale of 1 to 5, I would give them a 10!

Had the worst experience with Steve Speer ever. He not only wasn’t personable, he was creepy and not very knowledgable about when you cough. Gross! I Went to pick up a pillow and could not get out of there fast enough. He was coughing at the register into his hand touching the keys, my rec and the pillow. I asked him if he had hand sanitizer and he totally ignored me. I then stated out loud that is so unsanitary do you have Lysol to spray down the pillow. Totally too gross of an encounter.
I wanted to Thank the Company for coming to visit me at my office. It should me volumes! Truly appreciate it!

My experience at this store was really great! Sandra and the staff were very friendly and helpful. I was not rushed at all while I was in the store and I was there for a good hour. I went specifically to purchase a pillow. Pillows with good head/​neck support can be very expensive. Previously I had spent hundreds of dollars at other stores in search of a pillow that would work for me, only to discover that the ones I bought were not what I needed. Unfortunately, I was not able to return them due to store policies. So when Sandra told me that this store actually loans pillows, I was so happy! I was able to take 3 different pillows home and after a few days I knew exactly which one I wanted. I was able to easily coordinate the return of the loaner pillows and the pick-​up of the new one I wanted to purchase. Parking was easy, as there is a parking lot in the back of the store so you don’t have to park on Stevens Creek where parking can be limited. This store deserves kudos for being so accommodating!

Terrible customer service! Went in and waited for over thirty minutes without a single greeting from the woman working. She ignored us and was just extremely rude.

Everyone is right. Such a bad customer service.

Worst customer experience ever. The lady, a White female with brown hair in her mid to late 30’s was unbelievable. When I first walked in I heard her talking to another customer who asked her which chair she recommended. Her response was, «Well, the owner of the store wants me to recommend the most expensive chair, but that’s not what I recommend». Way to trash talk the owner, lady.
Then, when I had to deal with her, it was just a total nightmare. She was blatantly rude the entire time. It was as if I had caught her at the worst day of her life. She just seemed flat out ANGRY and clearly did not want to be there. She had 0 interest in selling me anything and gave attitude in every single response she provided.
I walked into the store ready to purchase a 3K chair, and walked out buying nothing and will never go to this store again.
If the owner is reading this, do yourself a huge favor and fire that lady ASAP. Others have written similar reviews, proving this was not a one time incident.

I wish I checked Unilocal before going here. We experienced the WORST customer experience last Sunday around 3pm. Clearly she’s not interested in selling anything, and I was ready to buy! I heard they were under new management … ??

The worst customer service I’ve encountered in a very long time. Last Saturday we visited this store. I was looking for a pillow to help with neck issues. Only one associate was there at the time, and she barely acknowledged us. I asked about pillows and standing behind the register/​desk area she pointed to where I should look and try. I’m disappointed because I didn’t get the help I needed to choose the correct pillow. She pretty much ignored and barely wanted to talk to us until I purchased the pillow, which I was unsure of in the first place. After sleeping on it since Saturday night, I feel like a different size pillow would serve me better. Unfortunately I didn’t know about their return policy until I considered exchanging it for a different size. So after $ 150 and poor customer service, I am now with a pillow that I’m not satisfied with. We plan to buy a mattress set and zero gravity chair in the next couple months, and will not go to this store. Lesson learned. My advice to the store — improve your customer service skills. Things in the store is not cheap, and don’t assume based on appearance that a customer is unlikely to buy anything and therefore don’t provide good customer service. Anyone walking through your door deserve good customer relations. You never know who will buy now or in the future.

I had a wonderful experience with Relax the Back. And, I never even went into the store!
In February 2009, I purchased a kneeling chair from the Sunnyvale Relax the Back store. There is a five year warranty on the chair. Needless to say, the chair was broken last week.
I telephoned the Stevens Creek store and spoke with Wayne. I asked what my options were.
A week later, I have the part to fix my chair.
I cannot say enough about this service. It is so RARE!

I went to Relax the Back Store because I have been suffering from some major back pain. Just trying to walk from the car to into the store was challenging because of my back. I came with my 2 daughters and as soon as we got in the store they saw the massage chairs and ran to try them out, this gave me a chance to look around. The manager Jesse was working, he greeted me and told me if i needed any help to let him know. I started to ask him about the back support belts and he helped me try it on. I also had questions about the tempur-​pedic beds they have on display. Jesse explained to me about the benefits of having a tempur-​pedic bed and he had me lay down on a few to see how it felt. I immediately fell in love with the bed. It felt really good. I asked Jesse to give me a price for the bed. He went to his computer and after a few minutes he told me how much they cost. At first I thought wow that’s really expensive and I couldn’t afford it. So my daughters and me left. I went to a few other mattress places around Stevens Creek to price compare. After going to 3, Jesse’s price was the best. I returned to the store and had the bed financed thru them. Less then a week later my bed was delivered and I have been sleeping like a champ since then. The pain I had on my back was because my back went out I got an adjustment and now with my new bed I no longer have back pain.

We decided to give this place a try looking for some back support products. The store manager Jesse was on duty. To his credit he did say if you had any questions to ask him? Which we had many as back support does not come cheap and we wanted to be extra certain that what we bought was right for the wallet and the back. I couldn’t help getting the feeling that we were some how interrupting his day. My wife even tried to crack a joke to lighten up the atmosphere but Jesse wasn’t going for it! He never smiled was very mechanical like a robot. $ 170.00 later were out the door. As for buying a more expensive item in the future I believe we’ll go to another location.

I came in one day after shopping around and purchased a custom-​made, $ 2k+ office chair from the manager, Jesse. He said it would be delivered in 2 – 3 weeks.
SIX weeks later I called the store and he said he wasn’t sure what the hold up was and would get back to me. I said I was upset and wanted something (such as 10% off the chair), so he gave it to me.
Another week went by, and he called me to say he still didn’t know what was up, should be another week, and he volunteered to take 5% off. This time he finally apologized (I think his exact words were «Sorry, man.»).
Yet another week went by without any word, so I took the trouble to go into the store on a Saturday. Some lady was behind the counter. I approached her and asked for Jesse, and she said these exact words: «He’s in the bathroom. Give him a minute.» Not very professional.
So I waited for 5 – 10 minutes, then glanced around and noticed Jesse standing behind the counter shuffling papers or something. Clearly, this guy knew who I was and didn’t want to deal with me. I walked up to him and said, «Jesse?» and he said «I know who you are.» He then explained bla bla something about Canada and shipping and whatever and my chair should get delivered «early next week». Note that he did not apologize and had an annoyed demeanor.
He then tried to placate me with a foot rest (which I didn’t need or want), and I said I’d rather have 10% off. He refused but offered the foot rest and 5% off. Good enough, I guess, but I’d rather have the chair when I ordered it, ya know? And an apology for wasting even more of my time.
I finally got a call from the delivery guy Tuesday and the chair was delivered Wednesday (in total, more than 8 weeks late). I received a letter in the mail from the lady at Relax the Back, which had my refund receipts and just said, «Thanks!». Again, no apology, and no phone call or anything to make sure I got the chair and was a happy customer.
Don’t patronize this place. The chair is wonderful, but if you’re gonna buy a LifeForm product, do it at another location that is not managed by these amateurs.

This may be one of the worst customer relations experiences of my life. We went in to the store to buy a lift chair for my 92 year old mother. There was one floor sample, and from that we special ordered another chair which would be smaller (she’s only 5′ and shrinking) and a slightly nicer and more dirt resistant fabric. Cost: $ 1273 with tax and delivery.
The chair arrived over a month later, about when they had anticipated. It arrived damaged — it was like a rope burn on the seat fabric and the foot cushion. The delivery person said it would be fixed or replaced. But we also noticed it was not like the chair in the store… the chair which was delivered was stiff and uncomfortable — unlike the one in the store. We waited to hear something… nothing. Finally I called for my mother, and they were apparently still trying to figure out what to do. I suggested that was pretty easy — replace the chair, but also provide the same level of cushioning and comfort as the one in the store. Next the factory calls — they can’t do that. Even if the chair we received is different that the one in the store, they only make them one way and they referred me back to the store.
We load up 92 year old Mom and go back to the store. Nope, we’re not imagining things… this is a different chair. So I give them an option — exchange the chair for the one in the store. OK, we’ll get back to you. Several days later, they suggest that they can do that for 15% off the cost plus tax and delivery. So, let me get this straight… it would be the wrong chair, the wrong size, the wrong fabric, 60 days past her delivery date, and a used chair that the public has been sitting in, for about $ 100 off what she had paid.
But, the store manager agrees to come try her chair. He comes on his day off and immediately can tell this is a very different chair than the one on his store showroom. He says he’ll get back to us… nothing.
So, now the threats. Contact a lawyer, map out a plan and start with email followed by a personally delivered letter outlining everything I’ve mentioned above. Owners (the Sheldons) respond… they’ll get back to us. The offer: 30% off the exchanged chair and they will graciously not charge delivery since they have to pick up the other chair anyway.
My mother is so exhausted by all this, she accepts this rip-​off. We’re past 90 days from the day she ordered and paid for her chair — and still don’t have the used replacement.
I would not patronize a store with this kind of business philosophy towards customer service and customer relations. It’s just been unbelievable. The same owners own the store in Menlo Park so be careful there as well.

If you’ve got back problems — which chances are, you do, especially when you do a desk job that requires plenty of quality time with your computer or travelling like a road warrior, this is the place to get all your back support products. It came recommended by my family physician as well.
They even have seating cushions meant to alleviate tail bone issues. If you travel a lot and those airplane seats just don’t have the lumbar support that your gentle spine needs, they’ve got a travel size one too. It’s just a great store to find good things to take care of the spine, if you want it to last as long as you’re alive!
One last thing to take into account is that they have 7 or 10-​day return policy. Make sure you try out those products on your office chairs and all, because the cushions may end up being too thick and unsuitable… Your back would be supported by the product but you’d be falling off your chair because the cushion took up half of the space on the chair.