"Sending a Different Model and a 200,000 Won Return Fee Bomb"... Massage Chair 'Consumer Damage Warning'

Massage Chair Damage Relief Claims Increasing Annually... 93 Cases in 2018 → 153 Cases in 2020

Not directly related to the article. [Image source=Yonhap News]

[Sejong=Asia Economy Reporter Kwon Haeyoung] #Mr. A purchased a massage chair for 2.7 million won at a medical device expo. After installation a month later, he found that the product’s performance and functions differed from the model demonstrated at the purchase site. Mr. A immediately requested contract cancellation, but the seller threatened to charge a 200,000 won return shipping fee. Mr. A demanded a refund, stating, "Since the return is due to the seller’s fault, I cannot bear the cost."

To mark Family Month in May, the Fair Trade Commission and the Korea Consumer Agency recently issued a 'Consumer Damage Advisory' regarding the increasing damages related to massage chair purchases.

Number of Consumer Complaints Related to Massage Chairs by Year

According to the Fair Trade Commission on the 7th, although the number of consumers purchasing or renting massage chairs is increasing, consumer damages related to quality complaints or contract cancellations continue. From 2018 to March 2021, the Korea Consumer Agency received a total of 441 damage relief applications related to massage chairs. The number of cases increased annually: 93 in 2018, 146 in 2019, and 153 in 2020. Among the total 441 applications, 63.7% (281 cases) involved purchases of massage chairs, while 36.3% were rental contracts.

By type of damage, complaints related to 'quality issues' such as malfunction, noise, unsuitability for the user’s body type, and inappropriate massage intensity accounted for the largest share at 63.5% (280 cases). Next were 'contract cancellations (terminations)' at 22.7% (100 cases), 'contract non-fulfillment' at 5.7% (25 cases), and 'safety issues' claiming severe pain or injury during use at 3.2% (14 cases).

Among those who purchased massage chairs, complaints related to 'quality issues' were relatively higher at 72.2% compared to rental contracts. For rental contracts, the proportion of damages related to 'contract cancellations (terminations)' was 36.3%, which is significant because disputes often arise over penalties and return shipping fees when consumers terminate contracts early due to personal reasons.

Additionally, the proportion of damages related to contract cancellations was more than twice as high for online purchases (19.7%) compared to offline purchases (8.7%).

The Fair Trade Commission and the Korea Consumer Agency advised consumers to prevent damages related to massage chairs by ▲visiting stores to thoroughly test whether the product is suitable for actual users before purchasing, ▲carefully checking contract details and cancellation fees before signing rental contracts and receiving a copy of the contract, ▲expressing the intention to withdraw the subscription before product installation if desired, and ▲immediately notifying the seller if defects or side effects occur.

If voluntary dispute resolution is difficult, consumers can apply for damage relief through the Happy Dream Open Consumer Portal or the 1372 Consumer Counseling Center.