I went to Relax the Back at their new location, to buy another satin pillow case for a memory foam pillow. It turns out it was a discontinued model, but Ronald Erb called all 15 stores in the US to try to help me locate it. He also called me back to update me that he was not able to find it for me. I greatly appreciate his professionalism and follow up. I would have given them 5 stars, except for the prior experience I had with another young lady who tried to help me find the same case. First of all, she did not know where pillow cases were stored, then asked me 4 times what measurement I was looking for. It took a long time and I was annoyed that she kept asking me the same measurement. She took my name and said the owner would call me back, but it never happened. read more

SHORT VERSION: I had an OLD chair break and they FIXED IT FOR FREE. LONG VERSION: First of all, if you sit (who doesn't?) while working/writing, this place is a lifesaver for your back -- made a huge difference in my life. I bought a great desk chair here about 9 years ago. It recently needed a repair, because a critical piece broke. So, I figured it likely wouldn't still be "covered," but nonetheless I thought I'd take the chair in and show it (in two pieces, ha ha) and see what they said. I was hoping for a discount, at best. The store manager, Ronald, sent for replacement parts -- free of charge, and fixed the chair completely, AT NO COST. Couldn't be more thankful. This kind of chair is an investment, if you sit sit sit for long periods, and I was very glad to have my chair of nearly 10 years back in action rather than having to buy a new one -- which I was prepared to do. LIFEFORM is the brand of chair, and THANK YOU to them too -- they sent the part for free. LIFEFORM STOOD BEHIND THEIR PRODUCT. I'm sitting (comfortably) in it as I type this, thanks to Ronald and RELAX THE BACK. read more

We arrived at the store just a few minutes before closing time - I was interested in a nice office chair. Bill stayed an additional half hour, answered all my questions, and provided phenomenal service. I highly recommend stopping by the store, saying hi, and seeing what you can do to improve your comfort sitting, sleeping, working, etc. read more

The personnel at this store are always great! Very knowledgeable and friendly. I was guided to the right product and made a purchase that will last me til l am done! Thanks for the great service again! read more

Just purchased an office chair after suffering a back injury. Ronald the store manager was extremely patient and explained the details of the ergonomic office chairs that would work best for me. I was greeted immediately and all of my questions were answered. I even took them up on their check-in offer. I'm looking forward to receiving my new office chair! read more

I visited this store on July 30, 2019 and spent about 2 hours selecting furniture and cushions to ease Sciatica pain. I was helped by Kiya Frazier-Young. She understood my pain issues and helped me select a new office chair and some miscellaneous cushions. Kiya answered all my questions patiently and gave me her card for follow up questions. Her customer service went above and beyond what one normally receives. She never tried to sell me something to build up my order. She even took my heavy office chair out to the curb and helped my husband load it into our truck. I would definitely return to this store in the future. read more

Review Update -- After posting about the poor customer service I received at this store I was contacted by Relax the Back corporate asking for additional context and information so they could address it directly with the store. They were incredibly apologetic over the entire situation and repeated several times that they were committed to rectifying the situation and addressing the customer service issues that I brought to their attention. This company is A-OK by me. It's obvious they are trying to address any individual store issues and take them very seriously. read more

Awesome store run by an incredible store manager. Caring, compassionate and knowledgeable of products and helpful advice. The products sell themselves because they are well designed, well constructed and supported by an incredible sales staff! My back, hips, neck, wrists all thank you! read more

My wife and I have been shopping around for a good ergonomic chair and found out that Relax the Back was having a floor model sale so we've been checking all of them out in the area. This particular location happened to be the biggest of the 3 that we saw and happened to have the chair we were looking for. However we found the service to be absolutely horrible so much so that we didn't want to buy the chair here. The lone person working here was an older gentleman who pretty much ignored use most of the time we were here. We walked in and past him to the ergonomic chairs and he never looked up to greet us. We had to go up to him to ask him about chair functions and prices and even then it was largely 1 or 2 sentence relies with the minimum amount of info. read more

I'm always on Yelp, and this is my first yelp review. DO NOT BELIEVE THESE NEGATIVE REVIEWS. RELAX THE BACK IS A GREAT BUSINESS SPECIALIZING IN ERGONOMICS AND WITH HELPFUL STAFF. IT BOTHERED ME THAT THE REVIEWS WERE SO BAD WHEN ALL THREE OF MY EXPERIENCES WITH RTB WERE GREAT. I love supporting local business and yelp reviews have helped me identify those people that offer great services with great employees. After reading the yelp reviews for Relax the Back (RTB), it made me want to waste more online research time to find a different store since the reviews were so bad. Relax the Back was down the street from my job and I really needed to buy a few ergonomic items for my desk. So, I called, thinking I was going to be cursed out by someone over the phone (reviews made it seem that way). But, a young man was extremely nice and helpful (the owners son). I forgot to ask him a specific question about an item and called right back, and he was even nicer the second time. Then I went to the store this morning and expected to find a rude, snappy, unhelpful old man ignoring me. BUT, THAT WAS SO FAR FROM THE TRUTH. John, might be the older man that other yelp reviewers were referring to (one of the owners). But, he was extremely nice and helpful to me. He's not this overly-energetic employee that jumps at every sound because it might be a potential sale, which I can't stand because sometimes I just wanna browse without being bothered. He was on the phone when I entered and as any polite person should do, I kindly waited for him to get off the phone and greeted him, and he kindly greeted me back. What I needed was a polite employee that wanted to help me with my needs. John was just that. This will be my go-to store and I can't wait to get my local chiropractor to do business with them. We need to support small businesses and I encourage other yelpers to post their positive comments about this store. I am the person that will stand up and walk out of a restaurant if the service is unacceptable because I expect to be treated the way I would treat others. So being ignored and having someone speak rudely to me is unacceptable. John's kindness and conversation made me smile and you can't get that from just any store. And I got a free bright orange inflatable back pillow when that special was only offered as an online purchase. Yay!!!! No, I wasn't paid to say any of this. LOL. RTB is great. read more

Stopped there to pickup a few things and to look into ordering a chair,John was very helpful,will continue to shop here.

.I wanted to purchase a recliner for my elderly parents. I received excellent advice and friendly service. The manager and the staff gave us their undivided personal attention when I brought my parents in to try out all the recliners. Thanks to the experts in this store, we have a chair that makes my parents very comfortable, and we look forward to purchasing another chair from this store in the near future. read more

Very poor customer service all around. The bed came separate from the foundation. The customer services rep at one time told me, "fuck you". Incredibly disrespectful and valueless company. read more

Ron, we really appreciate the "extra mile" you provided. The tray table you fixed is back in operation. My mom, who is handicapped, was restricted to having her meals only at the dinner table.... but no longer. Today, she had her lunch on the back patio and dinner in front of the TV!!! Freedom again. Woohoo! :) Feeling very grateful. That's the kind of service that'll keep us coming back! Thanks Ron. read more

I have purchased two sets of Tempurpedic mattresses and several pillows at this Relax the Back location over the last 17 years. Today I popped in for a new replacement Tempurpedic contour pillow because I've been having neck pain and thought perhaps the memory foam in my five year old pillow has deteriorated. After asking me several questions and getting ready to have me try out a few different model pillows, the man (salesman? Owner?) told me he thinks my problem may be muscular and not related to my pillow. He suggested I not jump the gun and buy a new one until I see a doctor, chiropractor or physical therapist. I found this to be refreshingly honest knowing I was ready to spend $125 on a new pillow. Two thumbs up! read more

They carry probably the most therapeutical electronic massage device on this planet. It's called the E-Pulse, neck and shoulder massage roller. Make sure you purchase the roller and not the pulse. You can use the E-pulse on any part of your body, be careful though it does have a tight pinch on one of the rotations. Adjusting the massage focus area is as simple as adjusting where/how you are holding the device against your body. For $150+tax this is a massage device that only God can take credit for. I cannot speak for other devices this store carries, I have not personally tried them. read more

I called the store to see if they had the Human Touch massage chairs, that my boss, a medical doctor, needed 12 of for an IV room. The sales person assured me that they were in stock and that I could try them out. I drove for an hour thinking I would be able to test the chair, but it was displayed on the window and I was not allowed to test it. They also only had that one. The sales person never came to help me or recommend another chair. I decided to try another chair on my own for 5min, and the salesman ignored me the entire time. Luckily I found that same chair in stock at a warehouse store in Long Beach. read more

My experience at this store was outstanding. I am a Physical Therapist and one of the areas that I specialize in is treatment related to neck and low back pain. Throughout the duration of my career I have referred my patients to Relax The Back stores throughout Southern California. This store was the first that I shopped at as a customer. I received help by the store manager and I didn't mention initially that I was a Physical Therapist. Right away I was impressed by the thorough customer service I was provided. He took his time in allowing me to try all the pillows within the store and answered all my questions. I was also impressed by his knowledge with all of the products and this knowledge base allowed him to find the product that best fit my needs. He was friendly and my entire experience was pleasant. I wanted to invest in a new pillow because I was experiencing frequent headaches. After purchasing the new pillow at this store the frequency of my headaches has decreased. I greatly appreciate the service I was provided at this store! read more

We bought a massage chair mat from relax the back almost 3 years ago. Recently it stopped working. We took it back to the store asking for help. Ron the store manager was so kind. He took the mat apart to out what happened. He actually went out of his way to fix it for free. This is real customer service!!! We'll sure come back & continue shopping at this store. read more

The store manager at this store is horrible. His name is John. He is difficult to deal with if you have a warranty issue with your purchase. The quality of merchandise sold at these stores is very poor and the manufacturing and construction of the products is poor. The products do not last. Frankly, they do not work either. The claims made at this store far exceed what the products will actually do for you. Once you purchase anything at this store, good luck! If you have to go back while the product is still under warranty, they won't do much of anything to help you. I would never waste money at these stores again. If you need ergonomic furniture for your home or office you will do much better going to a large office or furniture supply house and you won't pay as much money for the same technology. read more

We got excellent service at this store, the manager went out of his way to share his knowledge about ergonomics and did not pressure us to buy in any way. I will be back to make my final selection and will recommend this store to my friends! read more

Stop. Turn around and go somewhere else. Their Lifeform office furniture is worthless. It's supposed to have a lifetime warranty but really does not. Don't spend your hard earned money in this money pit store. Customer service went out the door twenty years ago. You're better off going somewhere else to buy your office furniture and for a lot less. Store managers do not have the proper training to assist loyal customers. Stay away from the Pasadena store. Good luck. read more

Went in to purchase an ergonomic desk chair. Initially, I dealt with the owners son, who was very helpful and great answering questions, good salesperson without being pushy. I placed the order a few days later while the owner, an older gentleman, was working the store. Let's just say there wasn't the friendly customer service interaction during this visit. Given that I had already spec'd out the chair I wanted and put an order in the system the first day I visited, I figured this next visit was to be an easy one. However, It felt like the guy did not want me to bother him. He was very brief if he was at all willing to answer a question. I placed the order anyway. I recall the son telling me that typical orders from that manufacturer would take about 2-4 weeks to deliver, but some times taking as much as 6 weeks. I asked the older guy after I made payment if he could clarify when I could expect my chair, he just said they would call me. Okay, skip ahead 6 weeks later, I call to see if they knew when my chair would be in, but again I had to deal with the older guy. Once again, he seemed annoyed to have to talk to a customer and he said he'd get back to me. Thankfully the son returned my call in a very friendly manner an said he spoke with a rep from the manufacturer and that my chair would be at their store the following week (on a Tuesday). I eventually got the call that my chair was delivered. It ended up taking a little more than 7 weeks from the order date, which didn't really bother me, but the manufacturer ended up sending the chair without one of the configuration details I had paid $100 extra for. The salesman didn't know this was the case until he opened the box the morning I came to pick up the chair. Overall a bad experience, but the worst of it could be avoided if you shop/call on the right days of the week. read more

Wonderful service and so very helpful!!! I needed a very special chair for my aunt and her doctor wanted it immediately. Frankie assisted me and took a new chair (4 days old) off of the floor and made sure that delivery was immediate. Everything was handled very professionally and I was so comfortable with both the service I received as well as the information on the chair. I recognize that this is an expensive chair but it was the one that best fit our need. The ability to get your feet over your heart is not an easy task for the elderly. This chair allowed full comfort, keeping the knees bent while gently rocking back. My aunt is now much improved and so much more healthy due to the use of this chair. I thank the store and Frankie for making it happen in such a timely manner. I would recommend this store to friends and family without reservation. read more

I give this store an actual rating of -1. This store has the worst service you can imagine. John has been the person behind the register the two times I have visited this store and both times he has been just as awful. a customer shouldn't have to work so hard to get product information and buy merchandise. I will not go back to any Relax The back stores ever!!!! read more

I have to say that in today's day and age, there isn't a whole lot of great customer service. However, Bill Pangborn at the Pasadena store, was amazing. I visited the store a couple of times, and in both cases, Bill went the extra mile to not only help all of the customers on a one on one basis, but was extremely knowledgeable. He really cares about his customers, and goes the extra mile. I purchased a back massager, only to find out that the power cord wasn't in the box when I got home. After he closed the shop, he made a personal trip to my home to drop off another cord, so that I could use the massager immediately. That's old fashioned service. Loving everything I purchased from Relax the Back. Great store! read more

I have been shopping at this Pasadena location for over 13 years. I have always received great customer service from every sales person that I have worked with. I like to shop around before making purchases and they have always allowed me to try out all of the new products without expecting an immediate sale. This is what I consider great customer service! I was pleasantly surprised when I call the Pasadena Store to update my address information when Frankie, a returning sales associated remembered me as a customer! I live four hours north of Pasadena by car. However, I always visit this store when I am in the area. Thank you for taking the time to do this small service for me over the phone. Many other companies would have told me that I could go online and do it myself or that I could do it on my smart phone. read more

Very poor customer service. They were helpful until they got their money, then all customer service went down the drain. They delivered the chair with parts missing. They failed to show three times for scheduled appointments to fix the chair. It's a decent chair, just buy it elsewhere. read more

HORRIBLE!!! My husband and I purchased 2 Lafuma reclining chairs. One day my husband (who does not exceed the weight limit) was sitting in ione and all of the sudden plastic pieces flew everywhere and the chair collapsed resulting in him hurting his lower back. These are dangerous and neither relax the back or the manufacture will take them back. They have offered to replace the parts or a new chair but they have already proven dangerous. Why would we trust them to sit in. Terrible run around with both the RTB and Lafuma USA! If you Re considering buying there or getting one of their products, beware! read more