Damage in shipping
Buying the chair went smooth, shipping was as expected. The delivery company was not so. They originally told me they would drop the new chair at the sidewalk or curb instead of inside the house. After a call to Customer Service this was resolved and it was delivered, in the box, inside the house. When I unpacked the chair I had found broken parts in the box, which I collected. The shipping box did not have and directions on how to handle the box. At some point it was placed on end and showed up that way at my house. When I unpacked and found the parts I called Customer Service and was transferred to a tech that instructed me to plug it in and turn on the back switch and press the power button on the armrest. When the chair was in the HOME position I found more parts and started taking pictures by leaning the chair, part way on its side. The Foot Rest assembly was completely loose and when I unzipped the seat cushion I found both of the pivot points were not seated or secured, those were some of the broken parts. I did not run the chair through any presets but left as is till parts were ordered and tech was able to come out, almost 3 weeks. I feel if the chair had been shipped on its bottom side down, with arrows on the box stating this side up, none of the damage would have occurred.The chair seems to be functioning properly now and we enjoy it.
Robert Aholt
Happy with the Syner-D
Syner-D chair has worked well for 2 years now, with 2-3 hours of use per week. One issue so far (shoulder inflation), diagnosed addressed with 2 at-home visits, free through warranty. Warranty service has been responsive, easy to schedule, and great to work with. Would buy again.
Eugene
The absolutely best customer service ever!
I spoke with Heidi for a refund, which I thought might be difficult, given the refund amount. Heidi was very friendly, experienced, and explained the process perfectly. There was nothing that could have been done to make this experience better. It was flawless. Thank you, Heidi, for your professionalism.
Linda
Third time is the charm? Thanks to a good technician.
First with the good. Lewis is amazing, communicates well, responsive, flexible. Even brought a bone for our goofy German Shepard who got crazy when saw Lewis.Now the not so good. I cannot say the same about the company. My first interaction with their dispatch/customer service was: This is our process. First we ship the parts, then we give it to the technician, who then has 5-7 days to call you to make an appointment a week out. So by the time you are done with the process, you can apply for Medicare and we don't have to service your chair any more cause you warranty expired.Luckily they changed their tone, when I gave them the option to send the tracking to the technician, or I can return the chair to Costco. Lewis got on it right away and got here the day after the parts arrived. Took them 3 attempts and parts 3 different times to get the unit fixed. Even on the third part attempt there was a missing part, an important missing part, some sort of sensor that if Lewis didnt think out of the box and swapped a part hoping it will work, we would have had to return the part again and wait yet for another.
Robert Korpas
The customer service call with Nick was…
The customer service call with Nick was great! We called for a misunderstanding on using the remote when we received our chair. The chair feels wonderful! We couldn't wait to use it and it did not disappoint. It was a Tuesday when we call and the rep Nick delivered such great customer service as if his supervisor had his job application on his screen as a screensaver, LOL!Keep the good work going!
Valued Customer Duane
Stu was great
Stu was great
Robert Lampton Collie
Heidi is an amazing rep for you company!!
I have never been more impressed with a customer service representative than I have been with Heidi. She is knowledgeable, kind and followed through with all of our concerns. I used her as an example in a customer service training meeting I sat in on last week. She makes me want to step up my game at work. The chair is great too!!
Monchansen
Amazing, I've used it 100+ hours in only 6 months
Review of Imperial Syner-D Massage Chair, purchased from Infinity at CostCo (thank you Cindy!!!)Overall: I love it and would immediately buy another one if I lost itHow much have I used it? Was it worth the money?Here are the numbers after 6 months of use. I use a time tracking app to log every minute of my day so yes these are the exact numbers!* 104.75 hours / 6 months* Average use: 1 hr/day* Cost: $10,892 total* Cost: $104/hour (the more I use it, the lower this number will get)In my area, a standard massage is $150/hr + tip. Pros:* Air compression massage on my fingers, palms, wrists, and forearms, made a significant difference for pain and inflammation from my repetitive stress injury/arthritis. I really think it helps. Of course it doesn't cure it, but it lessens it.* I'm pretty sure it's significantly reduced my anxiety/depression, which makes sense since we know massage increases the happiness hormones oxytocin/serotonin, and also decreases stress hormones.* To the obvious, it helps my back/shoulders/neck so much. My back has been messed up from years after getting rear ended by a drunk driver, then through the years additional injuries. I've gotten lots of massage and chiropractic, but often my back muscles are so sore and tired at the end of the day it can be hard to do anything but lay down. And I desperately need a massage but it's hard to schedule them and get to them and obviously I can't get 2-3 hours of massage a day. Except... now I can! And it does a really good job.Does it completely replace in-person massage? No, definitely not. Sometimes my back muscles seize up and I go see a person too. The massage chair just adds to the treatment. For example my back was really sore and tired after moving heavy items, I used the massage chair 2-3 hrs/day for a few days, and also got a single in-person massage. And got a lot of benefit from both.It also can't reach all the places a person can, due to the nature of it being a chair.Cons, or features that should be added:* Can't turn off the butt rollers. Back and butt rollers go together even though they're separate roller arms. There should be an option to turn them on/off separately.* Similarly, leg and arm compression air pillows are linked. It would be great if users could turn them on/off separately.* Runs body scan every time you turn it on. Should add a feature to save users' body scans so it can default to main user when you turn it on.* I'd like to see a rewind/repeat feature on the programs so you could repeat parts of programs, like the last 60 seconds or the last type of motion, a set number of times. Like, rewind +5.* Probably the biggest con... It is loud. Most of that sound is the air compression pumps. You can turn that feature off, meaning your hands and calves aren't getting squeezed, and it's much quieter with just the back rollers. Sometimes I do that, but mostly I just wear noise canceling headphones and listen to spa music or a podcast. I'm not sure if my chair is extra loud or if they're all like that. I do have sensitive hearing so it might not bother other people as much as me to need noise canceling headphones to use it. The headphones don't get in the way and I like wearing them anyway, but it's good to be aware of that.Even with that, it is well worth the money and I am SO GLAD I was able to get this Infinity Massage Chair.
Amanda Loshbaugh
Heidi C.'s Customer support!
This review is solely regarding my experience with Heidi C., in Infinity Customer Service, and not Infinity, overall! I had problems with my new chair that Heidi tried to resolve within the Infinity team. Unfortunately, that team was unable to resolve the software issues as the software seems to be owned and controlled by the Chinese supplier! As a result, I decided to return the chair. Heidi was so helpful, both with the technical coordination, and return, I wanted to make sure Infinity knew this and took good care of her!
John Borst
Superb Customer Service
I chose Kyota because I had heard their customer service is really good. I had an issue with my chair and Kyota customer service went out of their way to communicate with me and fix the issue. They were proactive and always positive and humble. I could not be happier with the company. My chair is great and I love it. I have the Kiyomi M698.
customer
Awesome company
Awesome company. Took care of my issues in short time. Would recommend
Jeff Walden
I bought an Infinity Dynasty chair
I bought an Infinity Dynasty chair. Unfortunately, it had an electrical problem and it took a little while to resolve, but customer service never let up and ultimately came up with a solution that worked for both of us. This chair is amazing and so glad it is working again.
Jon Vogel
Excellent support for Infinity Imperial massage chair
I have been enjoying an Infinity Imperial massage chair for over 8 years. It has never had any issues during that time. Recently, the chair has developed a sliding issue, and the technical support at Infinity has been excellent in providing me with the information needed to diagnose and fix it. I talked to several support and technical personnel at Infinity, and they did a great job. I want to mention Dan Horgen, who finally zeroed in on the issue and solved it. He literally went beyond the call of duty and sent me pictures of the chairs from their showroom, with markings on each and every screw and step on them. I appreciate Dan's effort to help me.
Umesh Rathie
Irrespective of the 1-star reviews...
Irrespective of the 1-star reviews, our experience, so far, has been very pleasant. Did have an issue out-of-the-box with the right air pump making a loud noise to the point of not being able to enjoy a massage. I called with a recording of the noise, and the tech had me do a little troubleshooting. Couldn't pinpoint the issue, so he set up a tech to come out, and went ahead and sent me a new pump, just in case that was the issue. Turns out, it was the pump. The tech replaced it, and all is fine. In our case, customer support was what you would expect. Thank you.
Jim
Excellent customer service
I purchased the Infinity massage chair back in 2021, and I recently had an issue with one of the motors. When I called, they understood the symptom I described and immediately sent a replacement motor. The technician came promptly when the part arrived and made the repair. I was back in the chair in a matter of days. Great customer service!
David Yen
Amazing Chair/Amazing Features
We bought our Sovana 4D Pro Chair in Las Vegas at the retail outdoor show. From our salesperson to the demos, it was a great shopping experience. We bought our chair on 12/12/2025 at the convention and it was delivered to hour home in WI and up and running on 12/31/2025. The whole process from purchase to delivery was easy and there was great communication all through the process. The chair itself is luxury and full of features. We selected this chair because of the double rollers (total of 8) massagers that massage all the way from your neck to your bottom. We love our chair and Infinity.
Chad
My 1 star review has been addressed…
My 1 star review has been addressed from Nov. 28. I received a brand new chair Dec 21 and it seems to be working just fine. I was contacted immediately after my review and was kept informed of the shipping of the replacement chair. Very good customer relations so far on the new chair.
Tim Caffery
Highly Reliable and very Professional
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.
El Singh
Continuous respectful communications…
Continuous respectful communications despite difficulties obtaining the correct parts from the parts distributors
C Moreno
The technician was very knowledgeable…
The technician was very knowledgeable and efficient. He went above and beyond to find the root of the problem and took care of it.
John Ezzy
