Osaki Massage Chairs Canada Avis 39

I got a replacement for a chair I bought 2 years ago because it is not working. Thanks for the patience from Sana. She is very kind and provide me a lot of suggestions. I recommend this company if you want a massage chair.

I’m so impressed with Osaki Canada’s customer service, especially from Darius, who made the entire experience seamless. As a GTA local, I visited the showroom, and Darius was incredibly knowledgeable, patient, and honest, guiding me without any pressure while respecting my needs. His thorough explanations, quick responses, and genuine helpfulness (from inquiry to delivery and follow-up) turned what could’ve been overwhelming into an easy, enjoyable process. I am happy with the Duomax model I purchased and grateful for Darius and crew, exceptional support! Highly recommend.

So chair broke after 2 months but the reason was that the wiring came loose for roller potentially during shipping, it caused the roller to get stuck and bunched together with the seat cushion causing the cushion to tear. I emailed and called customer service who instructed me to email service department.
I received an email response from the service department a day after, and I’ve also since then received a call back saying that a tech will contact me soon to schedule service. Immediately after I’ve also received a call from the tech (JASHAN) scheduling a service call for repair. Recent extreme cold weather conditions have delayed on site service so that’s understandable, he came promptly on Monday (my chair broke last Thursday) diagnosed and fixed the issue, he double checked everything and explained the issue clearly. He then let me know the back of the cushion was torn and needed replacement. He called me back with a replacement the day after, so the whole ordeal took less than a week’s time to resolve. JASHAN also let me know a few tricks with using the chair, all in all, I’m very happy with his service and the Osaki team’s aftercare.

Although it took almost three weeks to receive my order , everyone that I spoke with from the store Mgr in Mississauga to the customer service reps were very very professional and responsive , got my chair and it’s worth every penny

Great decision, very pleased.

I've been wanting to buy a massage chair for the longest time and was glad to see that there was a showroom close by. I didn't just want to buy online and pray for the best, as it is a big purchase. When I went to the showroom, we were greeted by Daraius, who was such a big help throughout the whole process. Having the showroom is a blessing as you're able to try out each chair one by one, and he did not rush us at all. We went multiple times trying out multiple chairs each time, and Daraius was guiding us each time. He respected our budget and was answering all our questions with great candor. He wasn't just trying to be a selfish salesman trying to hit a quota. He took his time explaining everything there was to massage chairs for us and really wanted us to find the right chair for our needa. He introduced us to the Osaki Pro Master 4D, and this chair is a life changer. The shoulder massagers are specific to this chair and unique to Osaki, I couldn't find this feature on any other massager. I was so glad to find this chair, as it was the perfect one for out needs. The shoulder massagers are such a big game changer and makes this chair stand out from all the rest. Daraius made the purchasing process very easy, and the chair arrived to our home 2 days later! I'm grateful to Daraius and his team for making this process so much less intimidating, and I can say I left this one very happy customer!

UPDATE: upgrading to 3 stars as Osaki finally responded to us and resolved the issue. Customer service has been polite and consistent with following up over the past few weeks. Initially Osaki sent two guys to come fix the chair. They couldn’t, so they worked with us on replacing the broken chair with another model, which was equivalent in price. The new chair works great and is good quality, and they just sent us an eye massager too. We are glad that this has been fixed, but all together it took 3 months and a lot of frustration from ordering until we were able to fully sort this out.

Original review:
We ordered a chair online on November 19th and it arrived on December 16th, nearly a month after ordering. I paid for the second level of delivery, where they unbox it for you, but you assemble the 3 pieces of the chair yourself. Upon arrival, I asked if I would have issues with assembly and if I should get help with it (of course with extra payment), but the delivery guys said that it was easy to assemble and shouldn't be a problem and left.

After following all instructions and completing assembly, the chair did not work. It showed error codes. We called Osaki and were sent a YouTube video, and also were put in touch with a tech in Ontario, who looked at our chair via FaceTime. He said everything looked correct and they would send a tech or replacement chair ASAP.

It is now January 5th, and we have heard nothing from the company. We have reached out via phone and email numerous times (at least 10 times by phone and 3 times by email) to no avail. There is no clarity on what the next steps are. The sales manager's last response 4 days ago was: "Thank you for your email and our sincere apologies for the delay, it has been an extremely busy few weeks for the team, but we should had dealt with it earlier. @Osaki - Service can we please schedule a tech to go and assist [customer] with their chair on an urgent basis."

We have heard nothing since and have left another 4 voicemails (no one ever picks up - the calls just go to voicemail or drop) and sent 2 more emails. Even when we call the sales team number, the phone just rings for a while and then drops. I'm starting to feel like we are being scammed.

I have filed a dispute through my credit card. This is a completely ridiculous and terrible experience for a $7000+ massage chair.

This review reflects my service experience only, as the chair arrived defective and could not be assembled.

I ordered a chair online with white glove delivery on Thu Nov 13, and arrived on Thu Nov 27. The delivery team immediately found a manufacturing defect: both arm units were missing the wiring needed to connect to the chair. The chair could not be assembled at all.

Over the past 8 days, I've called 4 times and emailed 4 times asking for an update. I have not received a single written timeline, ETA, or clear next step. The only responses I've received have been verbal assurances with no follow-through. I have had to initiate every contact myself.

For a premium product costing thousands of dollars, this level of service is far below expectations. The lack of proactive communication and accountability has been extremely disappointing.

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UPDATE:
TL;DR - the service experience was still subpar, managed to get the chair working, it was the delivery team's fault but expected better support from Oksai. The actual chair itself is actually really great and after 10 days of use almost everyday, my wife and I are happy with the chair.

Turns out the root cause was the delivery's team fault here in Vancouver for not knowing how to assemble the chair (it was not defective, they needed to pop the arm cover off to make the connection) and they failed to call Osaki for support while they were here. Since the fix was a relatively easy 2 minute fix, I expected the Osaki team to give me options to either 1) provide assistance and guidance to assemble it myself or 2) have the delivery team come back but I was not offered option #1 so Osaki prioritized getting their delivery partner to do the job right over getting the chair operational as quickly as possible ("...our transport partners must follow certain rules and procedures during white-glove deliveries.") - it's 2025 and a 1-2 mins phone/video call with a technical could've saved 10 days of heartache. Osaki has refunded the white glove fee and asked to update the review so I've updated from 1 star to 2 stars but I cannot in good conscious ever give this experience 5 stars - I should not have to explain to Osaki what I expect from white glove service from both the delivery team and the company and leave a public 1 star review on a Friday night 8 days after incomplete delivery/installtion to get an expedited resolution the next Tuesday.

I had a great experience purchasing my new Titan Epic 4D massage chair. Sana, the sales representative, was incredibly friendly and knowledgeable. She took the time to explain all the features, compare different chairs and price points, and answered all my emails promptly. The chair itself is fantastic, and even though it’s a recent purchase, I’m excited to see how it will help with my migraines. Highly recommend!

If I could give 10 stars, I would! Sana went above and beyond following up and ensuring that I am satisfied with the chair. I didn’t even have the chance to meet her in person but SHE WAS EXTREMELY helpful in the buying process and even her team of drivers were amazing! The Osaki massage chair help my migraine, shoulder and back pain. Thank you again, Sana!

Recently got my massage chair from Osaki during the Thanksgiving. One of the best purchase I made their 2025 brand new model Trion flex. Great product, sales team was really nice and got my chair within 2 days of purchase. I went to other stores in GTA to check different models but Osaki was the best. Would recommend everyone to give it a try if looking for massage chair

I recently purchased a massage chair from Osaki massage chairs, and it has been one of the best investments i have ever made! The chair combines comfort, technology, and luxury perfectly. The different massaging features are incredibly relaxing after a long day.

The customer service team was also excellent, very friendly, responsive, and helpful throughout the purchase and delivery process. The build quality feels premium, and it’s clear a lot of thought went into the design and functionality.

Overall, I highly recommend Osaki massage chairs to anyone looking for a reliable, high-quality massage chair that truly delivers a spa-like experience at home.

Very comfortable chairs, best in the market !!!

Don't buy osaki. no technician company trained.. if your massage chair is broken w/o warranty.....just put it in your dumpster!!!! ^That's my experience recently. The chair was last than a 13 months!!!!

Sana went above and beyond to help us pick to the right chair for our needs !
EXCELLENT JOB GURL !!!

Sana Muzaffar was very accommodating and made sure everything went as smoothly as possible.

Very relaxing and soothing.
I use it daily to help with my stiffness

Very well constructed.
Fits in our living room
Fully optioned
Great message

I love my chair. I use it nearly every day with multiple sessions. I do wish I could massage trigger points near the outsides of my shoulders however and go a little further on my glutes (towards the bottom going towards my legs. Very nice chair.

I cannot write a review at this time as my chair has not yet been delivered!