Infinity Massage Chairs Avis 

had a great experience with this massage chair company. Heidi was extremely helpful throughout the process—when a few delivery issues came up, she arranged white-glove delivery at no extra cost. She even sent a handheld massage gun as a thoughtful gift, which was a really nice touch.
When I later realized the chair wasn’t the right fit for my needs, they also offered a free pickup—something many companies charge $400–$500 for. Overall, their customer service was outstanding, professional, and very accommodating. Highly recommend.

Continuous respectful communications despite difficulties obtaining the correct parts from the parts distributors

The technician was very knowledgeable and efficient. He went above and beyond to find the root of the problem and took care of it.

Infinity Massage Chairs have been very responsive to the need for repair on the chair. I am glad they honor their warranty! Thank you!

Infinity is top notch when it comes to tech support. I had a problem with my Evo Max 4D massage chair. The diagnosed the problem and had parts on my front step in two days. The next day they had a technician at my home and repairs were complete within two hours! The tech was great to work with— knowledgeable, very pleasant and so thorough! A+ service!

After a few months of use the massage trolley ceased moving; it was stuck in one spot. The tech support folks pretty quickly sent what they expected were appropriate repair parts and told me they'd get field support scheduled. It was about 5 weeks before the contract field support arrived. In the interim I had several communiques stating scheduling efforts were underway. The tech replaced suspect parts, the trolley is again moving. But, the information display seems to work differently every time. Sometimes the hazard page pops up and sometimes it doesn't. It seems like the programming is unstable. If it had firmware I'd say it needs to be upgraded. I bought this chair to replace one that's about 7 yrs old and had a similar failure. For now I'll say it is mostly functional but I'm worried for how long that will be.

When the process to find the phone number takes longer (which didn't take too long) then getting fantastic customer support, it has to be praised.

I called and was assisted by Heidi.
Heidi was friendly, polite and assisted me in one of the most efficient manners possible.

I have the handheld massager, and I informed her of my issue. She said she would resolve my issue. Easy Peesy. No long discussions, not a lot of details needed in the transaction. Just PHENOMENAL customer service. She pulled up my recent transactions based upon my phone number, and asked if I was at the same address, being efficient and making sure of the details, and said, they would ship the parts to me the next day, and the entire process took about 3-4 minutes.

I got the results I needed from a very charming and friendly person and I need to give her the credit she deserves for making this an amazing process.

Thank you Heidi! You rock!! And you deserve a raise!

I tried to get replacement parts for a vended Infinity massage chair. First of all, their shipping time is extremely slow. It took several days before they shipped my order. And it was only a partial shipment because they were missing some headrest covers.

But the most significant issue is they don't even know what's inside their own machines! I ordered a set of calf air bags. They shipped me 4. However, there are 8 air bags in total (4 per calf). In addition, they sent me 2 identical left lower air bags but they are supposed to be different shapes. So basically, they only sent me 3 air bags (2 upper right calves and 1 lower left calf). I sent technical support a picture of what they sent, and they responded uncertainly and asked if I can take a picture of the disassembled calf air bags. LOL - the manufacturer doesn't even know what's inside their own chair!

A terrible experience with this company overall. They still have not responded to me, and I have not received the correct air bags and it's been 6 days since I notified them. It appears they do not care about customer service and trying to respond in a timely fashion to resolve the issue.

We had an issue with our massage chair while still on warranty. We called Infinity Technical Support and Daniel Horgan was very helpful and courteous. H e sent parts to our home and arranged for a repair technician to contact us. The repair technician (Jim, a private contractor) contacted us to set up an appointment. He arrived right on time and was a pleasure to interface with. The problem required a lot of effort to find its cause but once located, the fix was decidedly low-tech. But the problem is solved and everyone's happy.

My family loves the Infinity Massage Chair. We were sad when the chair was stuck in the resetting position. But after getting the chair serviced, I love the chair AND love Infinity’s awesome customer service. After discovering the chair issue, I called Infinity and left a voicemail. They called me back within a day. I missed the call, but they called me back anyways the next day to follow up with me. I called back and a live person answered and he was quick to tell me that my chair will be covered for 100% of the parts and labor. He said he would mail the part to my house and it would arrive in a few days and that a technician would call me after the part arrives to schedule the service; this is exactly what occurred and not just lip service. The technician was very professional and prompt. And my chair is working beautifully. Thank you Jen for your follow up to make sure all went well and to make sure all my questions were answered. Awesome company!

I would stay away from this product and company -- I purchased the Imperial product via Costco as it seemed promising and Costco's endorsement was a comfort. The company wasted time and effort - product was delayed, mis-routed, shipped broken and I had to refuse the white glove delivery several times! For a relatively expensive purchase this is the first impression the company makes with a customer. Imagine what would happen if you need to deal with their support down the line.

I sent a note to the COO to make him aware of the problems. His response: "Yes, thank you, I am aware. We deliver over 10,000 units a year. Your footrest that had the bent post is a challenge. The footrest has a tremendous amount of massage mechanisms in it and therefore is extremely heavy for such a small piece. If it is mishandled and dropped it is almost impossible to protect those posts from damage. We have trained all of our delivery folks as well as worked on improved packaging for years to prevent damage however it still happens from time to time"
This is not what I expected from a company that strives for quality. Yes, he may be shipping 10K products per year but I must be one hell of a statistical outlier to experience THREE failed attempts!

They do a great job with any after-purchase issues that might arise. A massage chair is a substantial investment, and they stand behind their products. Jen goes above and beyond. Their in-the-field tech people are fantastic.

Working with this company, the white glove service and especially Crystal has been a pleasure. So nice to immediately get someone on the phone without going through a router. Every step of the way was easy, professional and on time.

I have had my chair for approximately six years now. Occasionally things break. I have contacted their support services. (I love both Nate and Nick) and they have gone the extra mile to help me diagnose and repair my chair. At some point in the future I’m sure I’ll need a new chair And I will buy another Infinity just because of the support services I’ve received over the years.

Cindy is an excellent sales woman. She was thorough, not over-bearing and answered promptly.
Since we bought the floor model, she was proactive in helping us with a repair on it. Jason was also very good in reaching out to schedule the repair, being timely and trouble-shooting.
We are very pleased with the people we dealt with as well as the product itself.

I had the pleasure of dealing with your friendly, professional representative Heidi Connors who was so helpful and resolved my issue with the delivery of my Infinity Massage Chair. She went out of her way to be helpful and ensure that I was satisfied with her response. Prior to retirement, I was manager of a reservations sales department for a major airline. I consider that Heidi would have been the exact type of employee we would have been honored to have in our workforce.

Ezzy to use and navigate website

Updated Review:
I purchased a used Infinity massage chair from a fair with American Comfort, and although the process started off a bit rocky with delays and some issues with the chair itself, I’m really happy with how everything turned out. The first chair had a few problems, but Infinity was very responsive once the issue was reported. Their team, especially Heidi Connors, made sure I was taken care of every step of the way. Heidi followed up consistently, provided her direct number, communicated clearly, and helped move things forward quickly.

The best part is that Infinity replaced my used chair with a brand-new one, which I truly appreciate. It shows they stand behind their products and care about the customer experience.

Thank you to Heidi and the Infinity team for making things right and ensuring I ended up with a chair I can enjoy. I will be purchasing a another chair directly from them in another year or so.

Very professional and very experienced technician