Massage Imperial® Reviews 

After seeing the reviews on here I admit I was a little sceptical. However this just isn’t the case. Service I received was very good. I was abit hesitant after not receiving email confirmation and money had been taken, i then received an email to say there had been an issue with the IT department which was causing the delay. Fair mistake.

My couch arrived in excellent condition, on time and all parts intact including carry bag and extras.

I think this company deserves credit. My husband bought my first wooden massage bed from massage imperial 9 years ago, and it’s still going!!!!!!!

Thank you very much!!!! Will be ordering more again soon 😊

DO NOT BUY FROM THIS COMPANY!!!
Money was taken out of my account and the item never delivered. Numerous emails back and forth with someone condescending named Veselin who will literally fob you off with the same email response. Will not acknowledge the order even though I’ve sent proof of a confirmation email, will not send the item and will not issue a refund. In fact they pretty much ignore anything you put other than to reply and say that the email address I’m emailing from doesn’t match the one on my order, when it very clearly does. Scam company, also selling safes and pet products from the same address etc. Avoid at all costs!! Have contacted my bank and also reported the website so no one else has the same experience hopefully, if I had found the other reviews prior I wouldn’t have ordered myself.

Absolutely awful. Ordered a massage bed and received notification of the expected delivery time. Came and went with no sign of my order. Received a message from the delivery company that I had to contact some company is never heard of to arrange delivery, googled them to find a number. Turns out they are some small delivery company who informed me I'd have to contact hrh Hill directly, again not a company I had heard of. After another Google they seem to be the parent company of massage imperial. No answer on multiple attempts at calling them and no reply to several emails. Decided to go back and contact massage imperial directly. After 2 emails I got a response saying it was being looked into. That was almost 3 weeks ago and I've heard nothing at all. I've since sent several more emails and attempted to call multiple times but no one ever answers. I've left a message today threatening to go to trading standards if don't hear something this week but I'm doubtful that'll achieve much.

I ordered a massage table which gave a 2-3 day shipping time at the time of order. After a week I received nothing. I spent the next 10 days phoning without success. No matter what time of day there was always apparently "a high volume of callers" and then was put on answerphone after 20 minutes. I opened 4 different support tickets and after a week got a message saying "The item is out of stock". No information on when and if it would be next in stock and no offer of a refund. Luckily I paid through Paypal and opened a dispute. Two weeks later I received a full refund without any apology or explanation. Awful company.

I bought a massage carry case from this company. It turned up and one of the pockets was upside down and the side clips for extra support did not even line up to clip together. I sent photos and was told that to return the item I needed to stay in all day as they couldn’t let me know a time the courier would arrive. I told them I can’t take a day off work and could they send me a returns label so I could send it back in my own time. This was over a week ago now and I have not heard anything from them. I have emailed them and no response! I have phoned them And no one answers the phone.
Terrible service and would never use this “company” again!
Do NOT buy from this dodgy place! Worst service and products!

READ THE REVIEWS FIRST!

Gosh I wish I'd done this before buying. I received the bed and was very happy with it, it's sturdy, wide and comfortable however, I noticed before using it with a customer that the screws on one side of the life panel had all fallen out. It was too unsafe to use after that.

I sent an email to customer service, 3 days after receiving the bed and submitted images, I was then told by Vaselin they need images from different angles so I went ahead and sent those across. Emails exchanged went back and fourth until I had no response for weeks, I chased this up and they said it was being invesigated.

This was all in mid Feb 2022, it's now May. I chased up again a week ago and was told I need to arrange for the table to be collected, I didn't feel comfortable with it being collected given how long it took for a response incase I didn't get a refund. I explained this and asks if a new table can be delivered whilst the old table is collected and I was told this isn't possible.

I'm now being told that the table cannot be collected as it's now out of the 30 day return policy!!!!!!

Not to mention the customer service from Vaselin is atrocious, absolutely awful. I got no explanation, just it's out of 30 days now, nothing we can do for you. Disgusting service!!! I pointed out that yes its out of 30 days only because of how long it has taken them to investigate and do absolutely nothing in the time they were investigating.

The bed was good had the screws not fallen out but it's not worth it! The customer service is honestly the worst I've ever received!!!! Vaselin is extremely unprofessional, abrupt and rude!!! They clearly ignored my emails to let it go out the 30 day period so they can refuse to help me!!

Dodgy company. The trolley is really low quality and badly designed. The whole structure fell off after a just few weeks of use. Customer service isn’t replying to my complaints. Most of their review are fake. Save yourself some time and money and avoid them at all cost.

I ordered a couch cover and when it arrived it did not fit my couch, on enquiry they suggest I return it for a full refund only if the cover was in perfect condition which it was. I returned it using a tracked service and After 3 weeks I still hadn’t had any conformation of delivery from massage imperial or refund. When I check with them after numerous attempts I finally got a reply accusing me of damaging the cover and sending it back ripped. Rude customer service, I feel like I’m being scammed. Will not use this company again. I’ve rejected the accusations but doubt I’ll get a refund now, basically stole my money.

I have ordered a massage bed and it has never been delivered and they are not responding to my enquiries.

I ordered to massage bed covers which are quite expensive. They never turned up and it is impossible to get any sort of response by any means from the company

Do not use this extremely dodgy company

Terrible terrible terrible!! I have had nothing but issues since I started ordering from them back in November! First My order didn’t turn up and on querying this I was told it’s out of stock but no communication of this to me until I asked where my order was! Then they sent me the wrong item and after many back and forward emails they agreed to arrange pick up and refunded me. When my correct beauty bag eventually came back in stock I reordered and finally received the correct carry case for it to rip after one use ( I now wonder why I decided to be so stupid to trust them and try again)
I emailed them to tell them what had happened and they just accused me of carrying the bag wrong ( when in 10+ years of my beauty career I have always carried beauty beds in carry cases with no problems at all and I know very well the correct way of carrying! ) customer service is extremely rude and are just sending me the same email over and over telling me to refer and read correctly the first email they send of explaining how to correctly carry the case! Very rude, unprofessional and condescending! Will never use again stay away at all cost!

Avoid at all costs. Rude, unprofessional customer service. I bought a bed and a stool and they sent 2 beds. I have had no end of trouble in trying to return and get a refund when I changed my mind and didn't want what I originally ordered. I had to send the first bed back at my own cost as they would not collect the incorrect one and the unwanted one at the same time. Still wrangling over the second return. Will be seeking legal advice as I'm getting nowhere.

I ordered a massage bed from here. They said it would take 2-4 weeks for delivery and it arrived 2 months later. The pillow for the face was completely misshaped and squashed, the zip on the carry bag was broken and there was staples falling out from underneath the bed. I emailed massage imperial immediately the day I received the bed and we were going back and forth, they told me to supply a date to collect the bed and once they’d received it and then examined it they would then decide if I was due a refund. They then emailed me saying I was out with massage imperials terms and conditions for returns because we were over 30 days and they would no longer be able to discuss this matter. I would never purchase another item from them again and I wouldn’t advise you too either.

Wish I had read these reviews as well!! My couch is still under warranty and the underside paneling has split, the couch states it can hold Over 200kg weight! Clearly untrue. The customer support person who i dealt with Veselin Ivanov, says that the warranty doesn’t cover wear and tear, this is absolutely insane, the warranty covers craftsmanship and the craftsmanship is obviously what is wrong with the couch that’s why it has broken, they have clearly used bad quality materials! Now they do t even answer my messages! They only interested in taking your money with false advertising and then hiding away when there is an issue!!!

I ordered a massage table around Xmas time for my new business I am starting within the next couple of months. I didn’t open the table until around a month after purchasing . The headrest was completely squashed and unusable which had happened by how it was packed. I also ordered a regular deluxe carry bag which stated it fitted my table. When I tried to fit my table in it is far too big! I contacted Massage imperial who at first said they would send a replacement headrest section. I asked to return the deluxe carry bag and pay extra to get the large size instead and they replied stating I need to return the massage table and the case to prove it doesn’t fit and that I can’t have the replacement headrest section!
All I want is the headrest and to return the carry bag to swap it for a larger size and pay the extra. This has been going on since January now and I still have no resolution.
I think the issue is that the customer service is ran via another company who obviously don’t care!

I wish I read the reviews before I buy from them last year . Even though my warranty still valid they refused to replace my table accusing me of not using the table correctly , how can I not use my table correctly, it’s not a machine. I sent them pictures that shows that their table wasn’t made properly but they still didn’t get me the replacement .

I am absolutely appauled with their after care customer experience, I received my couch and the couch bag was faulty, I sent all the necessary pictures and it has been months, not only has there been a lack of communication but no resolution at all. There is no consideration and I certainly will not be purchasing items again from this company.

A Nightmare- The worst customer service I experienced

My table arrived damaged in different parts. As I asked more questions as to what happens when my table would be picked up. The staff dont answer the phone they are unresponsive and rude. I was then advised to pay myself the return of the table from London to Cambridgeshire. Until this date no solution was offered to me- I still have the damaged table I was sent. I wrote a review on Massage Imperial site that didn't get published- I am very grateful I found Trustpilot to share the experience
AVOID massageimperial.co.uk

Why didn't I read these reviews first!
Sent wrong massage table and all I want is an exchange...simple request you would think?
Hell no
They want pictures, don't answer the phone or reply to emails.
This business needs to be shut down.
Luckily I paid through PayPal so I am covered
AVOID AT ALL COSTS

I placed an order on their french website on February 7
2022. It was written in the confirmation email of my order that I would receive it within 2 to 4 days. It's been more than a week now and I still haven't received anything. It was also written that I would receive a tracking number as soon as the package was shipped. Having received nothing,
I guess that it has not even been shipped yet and yet the money (over 200€) has been withdrawn from my account ! I have sent at least 4 emails and messages and still no response !! I don't mind a delay but I deserve at least an answer as to what's going on ! Wildly unprofessional !!