I am very disappointed in the level of service and customer service I received from this company. I had high hopes when I purchased my chair. The "white glove" delivery is a joke. I believe it is on the company they chose to deliver the final mile. Werner Transport was the Umbrella company and they subcontracted to Falcon Express in the area I live. The delivery guys were the most unprofessional. I bought a $8500.00 chair and when it came I watched in horror as the two men flipped the box end over end from the street to the curb and up the sidewalk to my house and eventually onto my front stoop. They then flipped it into the house and proceeded to slide it along my hardwood floors!! I have a stairwell that is designed by an award winning architecture company and it is a patented design, yet they said they could not get it down the stairwell. Once they unpacked the box, because they realized they couldn't keep sliding it down the stairs, they were not physically capable of lifting the chair to go down the stairs. They did not have any proper moving equipment. There were not even wearing uniforms. They were in a hurry to get away and intimidated me into refusing the delivery because they had other stops to make that day and, as they put it, said they couldn't open all day at my house. So after the 5th or 6th time he said do you want to refuse this I agreed. They had already damaged my floors with scratches and when I wrote it on the paper the one guy got very upset and tried to tower over me and tell me to remove what I wrote about the floors. My spouse came out and said that they needed to leave now and they could take up that issue with their supervisor. Massage Chair planet was less than understanding of my dilemma. They even acted as if it were my fault. I could clearly see that the chair would easily fit down the stairwell if they has brought some moving equipment like moving straps to help them lift the chair. They talked me into trying a second attempt with a third person. I was hopeful that a new crew would be able to complete the delivery. I even asked three times, and was assured, that a different crew would come for the second delivery. Who do you think showed up for the second deliver that next week? They sent the same two guys with one other guy to help. The first thing the head driver did was march up to my face and tell me that I will sign a waiver to release him from any and all damages made to my house Before they would even attempt to bring the chair in for the second time. I said absolutely not and who is going to fix my floors from the first time?? He then asked me again and said are you refusing this delivery? And I said yes, if you are going to demand me to sign a waiver because I am not signing anything. SO I shut my door, I called massage chair planet and they had someone from the delivery company call me. Before that I called the delivery company and asked why they sent the same people when I had been assured that it would be different ones and the dispatch lady started with an attitude voice telling me that I did not get to choose who made my delivery and it was randomly assigned in the mornings. I hung up and then I received a call from a supervisor of the delivery company asking me if they sent a three man crew to my house immediately while the truck was still there on the street would I allow them to deliver the chair. At this point I was so upset and just flabbergasted at the audacity of the crew trying to get me to sign a damage waiver and then the wait of an hour for a new crew to show up, I said no just take it away. I sent it away, I never even had possession of it. The company still has my money and will not issue a refund because they are trying to impose their return policy which included a 3% credit card fee and the original shipping charges. I do not agree with it. I never received the chair and I simply asked to cancel the transaction. They need to seek restitution from the horrible delivery company. I should not have to pay for such bad service. So as of today I still do not have my refund, they are keeping my money hostage and as far as I know they got their chair back. I would Never recommend this place. It was the most negative experience I have had in my life. I have written to customer service several times and they will not refund my money unless I pay for shipping and 3% credit card fee. I do not feel as if this was my fault and I still have scratched up hardwoods as a horrible reminder. No one has contacted me about fixing my floors. Don't buy anything from this company.