Infinity Massage Chairs Avis 786

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

This company has been a pleasure to work with. After owning our chair for several years, it stopped working. We called and in no time received the parts and a specialist called to schedule an appointment to come fix it. Days after the repair, we received a follow up phone call to make sure it was performing as expected. This is what customer service should be everywhere! 10 out of 10!

Very professional tech who addressed the issues quickly and in my opinion a display of great pride in one’s job.

My wife and I have looked at massage chairs over the years and finally decided to get serious. After trying at several furniture stores, no one knew how to operate them. There was no feeling of security after a purchase.
We heard about the Costco "roadshow" and went to two of them. On our second attempt, we met Rick. He walked us thru the Infinity Imperial Syner-d. After his close attention and personal guidance explaining the many, many different functions performed by the chair, as well as the trial it self, We were sold.
You don't just get in and push go. There's like 12 different automatic programs and you can modify those programs to best serve your needs. He showed my wife how to pair it to her phone so those programs are there as well as on the tablet attached to the chair. I was impressed with the voice commands of those programs. He also showed us where to find the video instructions for viewing at home. And the phone number to call for ANYTHING!

We received the chair after three weeks, slightly ahead of schedule. That was on 9-11-25 so we've had it for two weeks now and are using it daily and I have to say that we are still learning what we can do with it.
Once we get it dialed in to the point that we say, "Ya, that's it. that's perfect!" then we can save the program to repeat itself for whenever.

We have had no problems what so ever to this point. It's quiet. It's comfortable. I fell asleep in it once.
I'm told if something should go wrong, even after the five year warranty expires, they will still service the chair. We'd have to pay for it of coarse but just knowing the support is there is huge.

In closing, I couldn't give it 5 stars only for a couple of petty reasons. One, it didn't come with a pad to set it on my hardwood floors and two, I'm just not a big Costco fan.

Rick, thank you so much for helping us make our decision on this major purchase.

My sales rep was fantastic he showed us all the displays and made the process very easy.

Annie Lone