OSIM Australia Reviews 36

BUYERS MUST READ BEFORE BUYING

I purchased a brand-new massage chair which arrived damaged and with an incorrect button on the remote.

Upon its arrival, I initially inspected the chair which appeared fine. I did not expect to find damage on the other side, as it was inside the chair. I needed to plug it in to activate the foot massage and turn it around for a thorough check. To avoid inconveniencing the delivery driver, I inspected it later and discovered the damage.

Regarding the remote, there is a button that is incorrect. How can this pass quality control?

I quickly signed the Proof of Delivery to respect the third-party delivery driver's time. However, Osim Australia is now trying to shift responsibility to me because of my signature. How can I verify the scratch inside the chair?

Initially, Osim Australia did not apologise and offered to fix it as a one-time goodwill gesture. This response upset me. If not for goodwill, will Osim still repair it?

Their support is unsatisfactory; it takes Carol and Tina two full days to reply to emails, often without addressing my questions.

Clearly, their quality control is horrible, I also can see some of the internal parts are scratched. I no longer trust Osim. I have requested a refund and return of the chair four times via email, but they have avoided answering my questions.

However, Osim Carousel provided good service despite lacking in after-sales service

If I could, I'd give OSIM negative stars for their delivery and post-purchase customer experience I would.

Our purchase of the uDream massage chair turned out to be a complete disaster starting from the delivery day.

Upon purchase with a “free delivery”, the seller stated that the chair would require space with a clearance of more than 3 feet. We noted that we had a side gate that leads through the garden into the home meets the criteria. OSIM assured us that this would not be a problem.

However, on the delivery day, it became evident that the delivery team was ill-prepared. They arrived with the wrong equipment, a dolly too small to push a 140kg box containing the chair through our side gate and only two delivery drivers were present.

Following that, despite our repeated warnings about the dimensions of the chair and its inability to fit through the front door, they insisted on trying. Consequently, they unboxed the chair on the nature strip in front of our home, and then attempted to force it through the front door despite our objections. Predictably, the chair did not fit through the front door. This exercise resulted in damage to both sides of the chair, our door frame, and the door itself.

Now, they said they have to take the chair through the side gate. It being out of the box and over 100kg with no appropriate equipment to move it, the delivery drivers had to lift the chair part way and drag the chair through the garden over soil the rest of the way and into our home. We have ample evidence, including CCTV footage and images, to substantiate the poor handling and damages that occurred. We brought it up with the delivery drivers about damages, they brushed it off with the “chair still works”.

Despite our efforts to address this with OSIM's customer service, our concerns were met with more indifference. Despite clearly highlighting breaches of multiple Australian Consumer Law sections and requesting compensation for the damage caused, they simply brushed off our complaints, claiming that the damage did not affect the chair's functionality. After multiple emails stating that a chair worth over $15,000 is not just bought for its functionality, they agreed to claim a warranty on the product to replace the damaged chair panels. Which would arrive in 6 months time. However, still refused to address the damage done to our property.

Although they claimed to have escalated the matter to their manager, there has been no change in the outcome. We are thoroughly dissatisfied with OSIM's handling of this situation and intend to pursue further legal action.

Our experience with OSIM's delivery and customer service has been nothing short of a nightmare and we highly caution others to think twice before buying any product from OSIM Australia.

Very very good

All the buyers please be careful with this company products, I hope to give them a zero if I can! Poor quality products and bad customer services. My experience with this company is really bad.

First, the products are significant different from the appearance on the website when I received the product.

Secondly, they delievered a faulty product to me, it doesn't work. They try to arrange a technician to fix the problems. How can I accepted that to repair a brand new product. how bad quality check they are!

Thirdly, the product start getting problem in 3 months. it was just lucky that product still in warranty period. they just fix it.

Forthly, I use the product about 15 minutes per day in the first 3 months, after that, i am getting lazy and may just use it once a week or even twice a month. the product get problem again in 1.5 year. it already out of warranty. And it was the plastic kneading roller broke during massaging process. they charge for $9X for just a small plastic ball and plus $120 per hour for labour fee. I requested for further checking for any potential problems. but the technician just came and spend 20 mintes to change the roller. And the customer service just always reply me with a remind that I need to pay extra few hundreds for checking why their products always have problems. They can't tell me why for those problems happen. They are only able to ask the oversea manufacturer for a service report, but the important things is the customer need to pay them a lot of money to find out why their products always have problems.

Don't pay the extra money for a brand company, it not valued fir that.

Buyers please be very careful with this company, I should give them a zero if I can! Do not buy any products from them, and do not trust this rogue company. My previous experience with this company was really bad. The products are significant different from the appearance and quality, they post a lot of fake positive reviews try to cover the bad reviews from real customers, don’t trust them! I have attached a photo that the customer said they give extra warranty if give them a five star google review , so disgusting!

I purchased the Ucozy back massage device back in December last year, after being impressed by a demonstration at one of their conventions in Sydney. The initial product I bought seemed promising, so much so that I ended up buying another one just six months later. Little did I know that this would be the beginning of a nightmarish ordeal.

The second Ucozy product I purchased turned out to be a dud right out of the box. The heat feature malfunctioned, and the device inexplicably shut off after a mere five minutes of use. Initially, I thought it might be due to the power supply in our old house, so I brushed it off and refrained from pursuing warranty repairs.

As time passed, my frustration grew, especially when the malfunction persisted despite my attempts to use the device both at home and in my car. Finally, I gave in and contacted OSIM's customer service. Their solution was for me to send the defective product in for repairs. After the hassle of driving to the Burwood store and back, I received the device, only to find that the issues remained unchanged.

The frustrating process repeated itself when the first product I bought in December started falling apart too. One of the massage components came loose from its socket, highlighting the abysmal quality of these products. My attempt to resolve the situation by reaching out to OSIM's customer service was met with the same lackluster response. I was instructed to visit their store in Chatswood – a 1 hour and 15 minutes drive from my location – since the Burwood branch had conveniently closed down.

Expecting a replacement for the second device, given the repeated repairs, I was instead told they had simply fixed it. Another two weeks of waiting, and I was informed that both devices were ready for pickup. There was no mention of a refund or replacement, leaving me with the unsatisfactory option of collecting the repaired products.

I am penning this review out of sheer frustration with OSIM's terrible customer service and their subpar product quality. It's bewildering how they managed to mishandle every step of my experience – from the faulty devices to the ineffective repairs and complete disregard for customer satisfaction. As much as I believe I am owed a refund or replacement, the idea of engaging in further arguments with them is exhausting. I'm resigned to my losses, but I implore anyone reading this to think twice before considering an OSIM purchase. Save yourself the headache and choose a more reliable option.

Attached to this review are the emails and photos documenting my woeful journey with OSIM's products and services.

I did have serviceability problems with the chair, but OSIM came to the party and did a top repair job at a very reasonable price. Thank you OSIM!

I have an OSIM Umagic. When it was 2 weeks old, the massage mechanism started to squeak. OSIM sent two technicians and all they did was spray WD-40. 2 weeks later, the squeak came back. This time, I used proper gear lubrication and it solve the problem ever since.

Recently, the massage mechanism gave way although the chair was hardly used in the 6 years. Clearly out of warranty, I just wanted OSIM to quote me the replacement part as I know how to fix it myself (I am an engineer). They insisted they send a paid technician visit to inspect the product ($165) and claimed the chair model no and spare part number were incorrect. I showed them photos of the part number but they still didn’t budge.

How their business model works is simple:
1. They pay a lot for marketing and getting celebrities to endorse their massage chairs. Hence, they charge so much for their chairs as it is marketed as a premium brand.
2. The chairs are packaged with nicer synthetic leather and design compared to other massage chairs.
3. The internal components however, consist of cheap plastic parts and motors.
4. Their products don’t last long. Many people had issues with their chairs during and after warranty.
5. After warranty, they generally do not keep spare parts anymore as a new model will come out. In a way, it is a good excuse for OSIM not to repair your existing chair (as they no longer have spare parts).
6. They will get you to pay for a technician to inspect your chair only to tell you they don’t have the spare part anymore or that the replacement part will cost you like $2K.
7. You get stuck in a tough situation )where you have paid so much for the chair, and it cost thousands more to fix it after short ownership). They will then encourage you to trade-in your old chair for little $$$ and get you to pay the difference for a new chair (which will cost you thousands more). For example, the technicians who came to WD-40 my chair when it was 2 weeks old said I could trade in my $7.5K new chair for the newer model by topping up $5K.
8. With the trade-in chair, they salvage the used parts and refurbish them, so that they could sell it to the next customer who needs the parts.

Bottom line, you spend a fortune on the massage chair thinking it will last at least 10 years when in reality, they break down in 3 years. Spare parts may not be available or it would cost thousands to fix. You are stuck (you paid a lot for the chair, you pay a lot more to fix it or upgrade it to the new model).

Best is to buy a different brand that keeps spare parts with great customer service, reliable massage chair or buy a cheap massage chair (and not worry about fixing it when damaged).

If you still want OSIM, negotiate to $3K for the chair. They won’t sell it to you at that price but that’s okay, just say you read this review.

This company is awful. I bought an office/massage chair for close to $1000. The chair in the showroom was surprisingly nice and comfortable. Then I get mine home. The massage function was horrendous. To the point where I could only sit with the rollers just touching my back. Ok, massage function was a fail. It is actually a comfortable chair so I used it simply as an office chair. Within 4 months the chair has no air-lift left meaning my knees are around my neck. And no, I’m not a large nor heavy person… I’m just angry I didn’t read more reviews on OSIM, they are a terrible company - not even sure where their HQ is (China, Singapore?) they don’t reply to emails, and the worst is I have a 2 year warranty - they will most likely reply once I’m no longer in warranty! Please do yourself a favor, do not purchase anything from this company, complete rip off!

Terrible after-sales service... I reported I received a defective OSIM uDream massage chair (over $12k AUD), sent them pictures and videos of evidence asking to return for refund. They just sent a technician to "diagnose" the chair, the technician (who was 1.5 hours late and only showed up after I contacted OSIM) told me on the spot that he could only replace the damaged outter shell but not the other issues that caused the chair not working, he said these issues need to be dealt by Customer Service. I told him, I already told Customer Service, and I also requested for a refund not repair or replacement...then they just randomly ordered some parts trying to force partial-repair it. I honestly don't wanna keep this inferior product and just want my money back....when I called to followed up after weeks of waiting, their customer service even said I never said anything during those time (well, the last email communication we had was you were going to give me updates once you heard back from your ”management team”, so I was obviously waiting for your ”updates" if you have even raised it to this "management team")....one of my biggest regret in life is to ever got involved with OSIM, it has caused me so much stress dealing with their terrible customer service (they just asks you to provide gazillion evidences and keep you going no where but trying to force you to keep the product). I just don't understand how they call themselves "the #1 trusted brand" (printed on their product invoice)...so I still got their brand-new, over $12k AUD, defective, unwanted, massage chair sitting in my home collecting dust....what a joke. Don't say you already contacted me, you just send spam messages trying to force me to keep your inferior product.

Tried once to discuss products with customer service in Australia. Appalling service. I wonder if the head I office knows how they treat customers enquiries. At least there are other firms to deal with. Its a pity as I like the products
..oh well...its their loss!!!!!!!

We bought a foot massager at Aberdeen centre, nice service. The machine is very handy and pressure is good!

Walt Disney creates magical memories, Apple provides amazing entertainment products, Dyson gives us ease when cleaning... OSIM provides us with the ultimatum in relaxation and massage stress relief. As soon as I stepped into OSIM aus outlet I was greeted by a friendly smile, a hot tea and a caring concern of where my sore spots were. After that, they uDivine V did all the talking, and all I can say is, it was a conversation from HEAVEN. I felt light as a feather afterwards and was basically floating through the lovely VIP room. Thank you OSIM AUS team, you really set a new standard for the retail customer experience!!

Got amazing "customer service" Chris Chen. Helped Me alot with your massage chair repairment and was very satisfied of his performance.

The osim uLove massage chair is fantastic. It gives a perfect head to toe massage for my body. Helps me sleep better at night and has relieved stress. It is more than just a massage chair, and has literally pampered me and lifts my mood whenever I use it.

We have brought Several Osim Products, 1 is Ucosy n the Covering at certain places is wearing out so we asked how do we get another Cover 4 it?
No One seems 2 knw, especially the Lady Mg doesn't want 2 knw us as we r not in Designers Gear nor Young n Hip like Gen X,Y n Z.
We like the Osim Products but we r Very Disappointed with our local Suburb Osim STAFF.