golden ratio becomes touch america, poor service?

[Megan N]

I ordered a table from golden ratio and was directed to touch america. took my order and was told 8 weeks wait time. here comes like 3 months later and no table. they didn't even send me a notice of my order through email. I have sent a few email asking for status of my order. no reply. i'm thinking this company is poor since they advertise customer service as one of their top priority and just ignore them. maybe they just don't care for one table order and looking to give service to those that order a bundle of massage table at once. i'll wait some more before ordering from another company. don't want to have a table surprise me and have to pay for it due to it being way overdue.

 

[alohaaizzy]

I had the same experience with Golden Ratio two years ago. Finally cancelled my order (after 10 weeks. It was so GREAT to pay interest on the $1100 charge for the whole 2.5 months, :roll: without even receiving product,) and ordered a table through Oakworks. I couldn't be happier and the customer service from Oakworks was top-notch.

 

[SARCO]

Did you already pay for it with yoru credit card?
If they didnt post the charge to your acct, you can always call the credit card company and have your number changed so they can't charge it? Tell them your acct had been compromised?

 

[Willie J]

they just called me and said that they are in the process of building it. they said it took long because my order was customized. how long does customization take for added width and extra padding? I think the problem is that they probably are building table as you order them. sure I have the choice of other tables that can be shipped out immediately but those can't handle deep tissue work. They haven't charge my credit card yet. funny how many company will call you back when you mention canceling order or going to another company or even the hint of money. I'll give touch america some time since i'm in no rush due to me opening my practice next year. hope their tables are worth it. only reason i consider their table was because it could lay flat on floor and seem to be sturdy. other company that have table flat possibility likes to squeak and don't seem sturdy.

there was another company that had bad replies to their answering machine or email and didn't give good service. So just for fun, I mention that they lost several 10 thousands of dollars in profits due to bad customer service because I was thinking about doing long term business with them looking for a supplier to sell me dozens or more with multiple purchase throughout the year. guess what? they called me back within half an hour and ask if they can make it right. before, i tried to contact them several times with no response. of course I was lying about buying that much just to get a response and teach them about customer service. Now that is one company that will try to improve their service. I don't remember the company though.

 

[Winglessangel]

please go elsewhere for your tables

ok, it's been 16 weeks now and no table. Last time I recieved a call from them was my last post. I don't know how fast they can get it delivered after that call. I just told them to tell me an estimated time and if not soon to cancel it. they probably going to call me and tell me it's being built. definitely not getting a good review. poor service satisfaction saying it takes 8 weeks and now it's 16 weeks. I highly suggest all you therapist go elsewhere. waiting this long cost more lost of money than the table's worth from clients. It don't matter if it's personalized table, it shouldn't take this long when they say estimated time for personalized table is 8 weeks. remember, touchamerica is now the makers of golden ratio tables. this was an order for master bodyworker which they say that is the deep tissue table they have. all other tables aren't made for deep tissue. All master body worker table is considered personalized because it's built when ordered. Just like Breathe's experience. I feel everyone else will get the same poor service if they order table from this company costing loss in profits through waiting. maybe it's not the same with their other less quality tables but it is for the master bodyworker table which is the only one for deep tissue according to their salesman. who wants a less quality table? I guess I'll see where this situation goes and will report back to you folks if they respond to the email I just sent.

 

[Pompal 09.]

This is so sad. I love my Golden Ratio table .

Emily

 

[connadoyle]

Have you already been charged for this item? If so, you should call the company and cancel your order and insist on an immediate refund. Then in 72 hours, if your funds have not been credited, call your credit card company and start a dispute claim for non-delivery of goods.

Then call Oakworks. Or stronglite. Or Robert Hunter. They are all terrific.
As an aside: my acupuncturist bought a custom, extra wide, extra reinforced table from Robert Hunter a few weeks ago. I think they had a 2-3 week turnaround on that table. Custom. Yeah.

 

[Paul F]

they have not charged my credit card. I'm sure the table is great emily, however, it don't do me a damn good if it's not in my position to use on clients. I've heard good things about the table but the service seems to be destroying the company. 16 weeks wait and going is just too long even if it's custom. not to mention they said their turnaround for custom table is 8 weeks. they just don't walk their talk. they probably call in the coming weeks or i'll call them to cancel it.

 

[parkerjiscool]

they have not charged my credit card. I'm sure the table is great emily, however, it don't do me a damn good if it's not in my position to use on clients. I've heard good things about the table but the service seems to be destroying the company. 16 weeks wait and going is just too long even if it's custom. not to mention they said their turnaround for custom table is 8 weeks. they just don't walk their talk. they probably call in the coming weeks or i'll call them to cancel it.

 

[dickie]

I agree with you about your trouble with their customer service. I guess I was lucky. I bought my used, off of Ebay from a local MT going out of business. He was great .

Just goes to show you can have the best product in the world, but if you don't have the customer service to back it up, it won't matter at all.

Emily

 

[look is linda]

ok, they just email me and said that it was due to manufacturing difficulties and that all tables are delayed? what a bunch of bs i think. they could of at least send a delay notice. until I complain to cancel then they respond. they said it will be delivered by end of the month. I told them if it's not ready by then, then cancel it. if they know they can't make delivery by then, then cancel it now. let's see how they respond. of course they offer me a loaner table, but what's the use if i have to pay for shipping? they definitely don't know how to fix problems they cause right to the consumer. they can atleast offer some sort of gift like a head rest or travel table carrier or bolster, etc... something like that. we apologize isn't enough when it's over twice the time they say it would be ready.
Definitely won't be getting tables from them in the future. they have destroyed their reputation. now everyone I know is going to learn about their poor service.

And to emily and everyone else. it's just not about best products too. thinking of it as an analogy to us therapist. If we are one of the best therapist and don't give good service, then we will go out of business. it's the relationship and people connection that matters more then the therapist's massage skills. people come to us because of the relationship not the massage. the massage is already a given expectation that we are competent. that is one reason why lots of business fail. they have poor service to those that they hire. business owners don't realize that their workers are their customers too. without them they won't make money. they suppose to take care of their workers and it's the workers job to take care of customers. most often the owner focus so much on customers and neglect the workers on purpose that the workers do poor work or complain and create bad vibe environment due to poor respect. we are in the service industry and service industry is about relating. the skills are expected. it's like high school, a popularity contest with society instead of high school environment.

 

[Ask and Answer]

I don't know that I'd wait another 4 weeks. I guess, but why not consider another place. I love my Stronglites -- I have 3.

 

[sam e]

Definitely won't be getting tables from them in the future. they have destroyed their reputation. now everyone I know is going to learn about their poor service.

"The average dissatisfied customer tells 26 people..." from "How to Win Customers and Keep them for Life" by Michael LeBouef

Then I tell them, "Oh, by the way, I'm WAY above average..." :

That being said, I had a similar situation with a massage supply company and a chair manufacturer (Golden Ratio) several years ago. I wrote them each a letter of complaint including the quote above... and I heard back from both companies with big apologies and some free stuff. The owner of the massage company "made good" and asked for another chance, promising to take my orders himself! That was about 9 years ago, and the massage supply company and I have a great relationship to this day because he valued his customers.
Give these other guys a chance to make it up to you sillypup.
And I am pretty sure you've told your 26 people... maybe more! LOL

 

[mistify]

I had a similar situation with a massage supply company and a chair manufacturer (Golden Ratio)

I found this amusing. You had a similar situation with the same company several years ago, I had the same problem with them two years ago. There are other stories of the same issues with Golden Ratio, and now the OP is describing a repeat of the same old song and dance.

It seems to me that the only thing Golden Ratio is really consistent with, is subterfuge, misdirection, stalling, and lying.

WHOOHOO! Lets do business with THEM!

 

[Well la-di-da]

maestra,
my wait til end of the month is giving them a chance. I've had given them more then enough chance. they didn't do right from the start and not notifying me nor offer free stuff. even if they do it right, look at all the response others got who had problems from them. that means they didn't fix their customer service. they just wanted to make it right to those who complain so there is no bad word of mouth. I think i've told more then 26 people. how many people in the massage field read this post?

I'm considering oakworks if they don't deliver. they haven't even reply to my email as to what they will do.

 

[viv]

I'm considering oakworks if they don't deliver. they haven't even reply to my email as to what they will do.

Forgot to mention - I also have one Oakworks table. It's a good table too.

Good luck with the whole thing!

 

[Mumsey]

OK, today they just email me back saying that they received the table friday afternoon. she said she pull it from the dock after getting my notice to cancel it because it wasn't delivered by end of month as she said. if they received the table, it makes it sound like they have another company make the table instead of being manufactured themselves. It's probably another lie to make me wait. they said it take 8 weeks. called them after 2 months and said it will take a few weeks. then 3 months go by. then said it is in process of being built. than 4 months go by. said it will be delivered by end of month. still not here end of month. now fifth month and said it's built and ready to ship.
So what did i do? I use a pendulum to ask my unconscious mind, as well as muscle testing and self hypnosis for further confirmation. it says to not get the table. I think there will be further problem with this company if i get the table. for instance, might not be built properly or if someone goes wrong with the table, service warranty might be trouble. So I send an email to cancel it due to long long delay and them not keeping their word. Let's see what they are going to do. I'll let you know their response if they are trying to force me to pay for the customize table or not.
besides, if i get the table. i would have to get travel case and another headrest because my old headrest won't fit the holes. i didn't mind paying for a new needed accessory but after all that delay I feel i don't want to spend more money on the poor customer service company touch america.

So I urge you all to not order from the company and tell your fellow therapist the truth about touch america's poor service that I received. if you want to wait 5 months then go ahead and order customize table from them. this isn't just my experience. many on this board have similar experience and continue to have them. receiving sorry notice don't make it right.

 

[Drixnot]

here's update to their reply. they decided to sell my ordered table to someone else saying that I've made another client happy so that they don't have to wait for delayed orders. what does that statement assume? It assume that all their orders are delayed.
they also apologize and said that they will learn from it. which I doubt.
they also said that they kept their word that the table are ready by end of month. that is false because they say it would be delivered by end of month not ready to be delivered end of month.
And to the person who said the company will make it right if i give chance. Well, no way in hell did they even try to make it right. they didn't even ask if there is any way they can make it right. they didn't contact me at all for asking about status of table for 5 months. only time they reply to my messages is when I mention the word ' cancellation.' So I hope you all learn from my experience about working with good companies not false promises. yes, i know. it's tough to trust companies when they market so well that they have great product and service. So I guess the best thing is word of mouth and reviews from out fellow colleagues.
there is a saying' you do wrong one time, it's a mistake. you do wrong 2 times, it's a sin.'

 

[Spindrift]

Thanks for keeping us updated on this.
What horrible service!

 

[Pompal 09.]

same experience with a face rest order

When I bought my GR table in 2001, the customer service was fine. But then I had to order a different face rest and found out they had changed to Touch America. They were out of face cradles and would send me one as soon as production resumed. 3-4 weeks they said. I gave my cc number and told them to call me before they shipped so I'd know the charge was coming. Well, almost 4 months go by, and I figure they've forgotten me. Then suddenly, a charge on my account and the face rest arrives. No call, no notification. And since it's a debit card, I'm just lucky that I had the $$ in my account.

I must say the face rest was NOT worth the $90 I paid for it. And now it's not working at all. I called this morning and they say that that model is discontinued (gee...wonder why) and they'll send me another one right out. Hope it doesn't take another 4 months!