OSIM Australia Reviews 

I would not recommend OSIM to my friends. I bought their product and just used it a few times in less than 20 days. It was suddenly not working. I took it back and requested a new replacement but they refused it. The only provided me one option - get the broken product to fix. I tried to send email to OSIM but same they don’t do refund or a new replacement. The staff in the OSIM store just said it was just unlucky. The product was only used less than 20 days and broken. No refund and no new replacement. Good luck if you are buying their products as you might get the faulty one.

I purchased an OSIM uDream massage chair in 2022 for over $12,000, expecting premium quality. Unfortunately, my experience has been very disappointing.

Within the first six months, the chair developed serious Bluetooth connection issues, which make the OSIM Well-Being app disconnect constantly. Since most of the chair’s features rely on the app, this problem makes the chair nearly unusable.
Over the past three years, I’ve:

Hosted multiple technician visits (who witnessed the issue but couldn’t fix it).

Sent countless videos, screenshots, and device details.

Had the chair taken to OSIM’s service centre for months, only to be returned scratched, dusty, and dirty.

Despite all this, OSIM continues to ask me for the same information over and over again instead of providing a proper solution. I’ve repeatedly requested a refund or a brand-new replacement with a full warranty, but nothing has been done.

I have now had to lodge a formal complaint with Consumer Affairs Victoria.

For anyone considering an OSIM massage chair: please be aware of my experience. A $12,000+ product should not come with this level of frustration and unresolved issues.

I regret purchasing a massage chair from Osim. In hindsight, I should have walked away. When I voiced concerns of my back injury in-store, the salesperson insisted I had to purchase immediately or lose the offered discounts. That pressure left me feeling I had no real choice.

Within hours of the purchase, my doctor confirmed the chair was unsuitable and potentially harmful for me. The chair has never been delivered and never been used. I returned to the store less than 24 hours of the original purchase to cancel the sale. Osim has refused to cancel or refund, hiding behind a “no change-of-mind” policy instead of acknowledging that the product is not fit for purpose in my case.

This is not “change of mind” — it is a clear case of hard-sell tactics, coercion, and disregard for consumer rights under the Consumer Guarantees Act. To make matters worse, I attempted to resolve this by visiting the store and calling customer service. I was turned away in person and even denied the chance to speak to a manager over the phone.

Osim has shown zero compassion, integrity, or responsibility, focusing only on extracting a sale at any cost. Their behaviour demonstrates a blatant lack of customer care and respect for New Zealand consumers.

While I allowed myself to feel pressured into the sale, I also expect a company to show integrity and compassion, especially where health is involved. Sadly, my experience with Osim has been the opposite. If you value your health, money, or basic fair treatment, stay far away from this company.

Too bad in all areas, especially customer service

I recently contacted this company about the trade-in option they advertised online. Initially, they offered me a good price, but then they raised the price of the same product by $4,610 on top of their online selling price. It feels like they’re using high-pressure tactics with some sugar-coated sales talk. Its absolute misrepresentation.
I’ve heard that these chairs don’t last more than a few years, and for $18,990, you could buy a small car that comes with a 10-year warranty. Yet, this chair only comes with a 1-year full warranty. It’s a huge difference in value, and I can’t help but feel like I’m being taken advantage of.

Very poor customer service after sales if you have issues with this product. You pay 10 times more than similar products but all you get is their website no one will take the phone call and keep waiting for ever for them to get back. Complete rip off.

Saw the most disgusting treatment from one of the staff at easter show kiosk. One lady staff member refuse service to a man saying he needed an appointment. But later telling me she hated INDIANS. They don't buy it get free massages. How could you have such racist people working for you. I feel for the guy and he had his daughter with him. Hopefully he's okay. Just appalling. Will never buy.

Friendly staff walk me through the wellbeing chairs. Fantastic experience.

Great experience in store. Friendly staff and walk me through on the well-being chair

It was a great experience for thier well-being chair. Thanks for friendly staff.

Friendly staff and good service. I love their uDream massage chair. Highly recommend

Saw the most disgusting treatment from one of the staff at easter show kiosk. One lady staff member refuse service to a man saying he needed an appointment. But later telling me she hated indians. They don't buy it get free massages. How could you have such racist people working for you. I feel for the guy and he had his daughter with him. Hopefully he's okay. Just appalling. Will never buy.

Literally scamming you. Bought the chair at the gamescom and everything was fine. Then unfortunately my power cable for the massage function broke. So I mailed them to find out which one I need to buy. Its an exclusive osim cable which can be only bought from osim. Ok, then I wanted to have the link to purchase it online. YOU CANT. YOURE LITERALLY SUPPOSED TO FLY TO THEIR HQ TO BUY A POWER CABLE!!!!! I'm not kidding, this is exactly what they told me. Can only recommend to all of you to stay as far away as possible from this company!!! Because if only the smallest thing breaks, it gets completey useless for you. Unless you live in Singapore and can buy the accessory from their HQ.

Called Osim service for my 5 year plus massage chair. Calling them was easy part. Phone call was answered promptly and was told service manager would call back. Service man did call back after two days only to tell you that what you have is no longer serviceable as it is too old and they do not carry parts. Simply asked me to buy a new chair. WTF... Osim products overpriced and over hyped. Will stay away from this pseudo SG brand that is China sourced anyways

Great service from store so they convince customers to buy.
Unfortunately they delivered damaged massage chair to us. I should look at reviews here before purchase.
Customer support from Osim Australia and HQ Singapore do not care. Everyone should think carefully before buying it.

Great customer service, every section assigned specialist salesman or sale girl. Polite and friendly. Frankly and cheering customer. Well product knowledge and valuable warranty service.

BUYERS MUST READ BEFORE BUYING

I purchased a brand-new massage chair which arrived damaged and with an incorrect button on the remote.

Upon its arrival, I initially inspected the chair which appeared fine. I did not expect to find damage on the other side, as it was inside the chair. I needed to plug it in to activate the foot massage and turn it around for a thorough check. To avoid inconveniencing the delivery driver, I inspected it later and discovered the damage.

Regarding the remote, there is a button that is incorrect. How can this pass quality control?

I quickly signed the Proof of Delivery to respect the third-party delivery driver's time. However, Osim Australia is now trying to shift responsibility to me because of my signature. How can I verify the scratch inside the chair?

Initially, Osim Australia did not apologise and offered to fix it as a one-time goodwill gesture. This response upset me. If not for goodwill, will Osim still repair it?

Their support is unsatisfactory; it takes Carol and Tina two full days to reply to emails, often without addressing my questions.

Clearly, their quality control is horrible, I also can see some of the internal parts are scratched. I no longer trust Osim. I have requested a refund and return of the chair four times via email, but they have avoided answering my questions.

However, Osim Carousel provided good service despite lacking in after-sales service

If I could, I'd give OSIM negative stars for their delivery and post-purchase customer experience I would.

Our purchase of the uDream massage chair turned out to be a complete disaster starting from the delivery day.

Upon purchase with a “free delivery”, the seller stated that the chair would require space with a clearance of more than 3 feet. We noted that we had a side gate that leads through the garden into the home meets the criteria. OSIM assured us that this would not be a problem.

However, on the delivery day, it became evident that the delivery team was ill-prepared. They arrived with the wrong equipment, a dolly too small to push a 140kg box containing the chair through our side gate and only two delivery drivers were present.

Following that, despite our repeated warnings about the dimensions of the chair and its inability to fit through the front door, they insisted on trying. Consequently, they unboxed the chair on the nature strip in front of our home, and then attempted to force it through the front door despite our objections. Predictably, the chair did not fit through the front door. This exercise resulted in damage to both sides of the chair, our door frame, and the door itself.

Now, they said they have to take the chair through the side gate. It being out of the box and over 100kg with no appropriate equipment to move it, the delivery drivers had to lift the chair part way and drag the chair through the garden over soil the rest of the way and into our home. We have ample evidence, including CCTV footage and images, to substantiate the poor handling and damages that occurred. We brought it up with the delivery drivers about damages, they brushed it off with the “chair still works”.

Despite our efforts to address this with OSIM's customer service, our concerns were met with more indifference. Despite clearly highlighting breaches of multiple Australian Consumer Law sections and requesting compensation for the damage caused, they simply brushed off our complaints, claiming that the damage did not affect the chair's functionality. After multiple emails stating that a chair worth over $15,000 is not just bought for its functionality, they agreed to claim a warranty on the product to replace the damaged chair panels. Which would arrive in 6 months time. However, still refused to address the damage done to our property.

Although they claimed to have escalated the matter to their manager, there has been no change in the outcome. We are thoroughly dissatisfied with OSIM's handling of this situation and intend to pursue further legal action.

Our experience with OSIM's delivery and customer service has been nothing short of a nightmare and we highly caution others to think twice before buying any product from OSIM Australia.

Very very good

All the buyers please be careful with this company products, I hope to give them a zero if I can! Poor quality products and bad customer services. My experience with this company is really bad.

First, the products are significant different from the appearance on the website when I received the product.

Secondly, they delievered a faulty product to me, it doesn't work. They try to arrange a technician to fix the problems. How can I accepted that to repair a brand new product. how bad quality check they are!

Thirdly, the product start getting problem in 3 months. it was just lucky that product still in warranty period. they just fix it.

Forthly, I use the product about 15 minutes per day in the first 3 months, after that, i am getting lazy and may just use it once a week or even twice a month. the product get problem again in 1.5 year. it already out of warranty. And it was the plastic kneading roller broke during massaging process. they charge for $9X for just a small plastic ball and plus $120 per hour for labour fee. I requested for further checking for any potential problems. but the technician just came and spend 20 mintes to change the roller. And the customer service just always reply me with a remind that I need to pay extra few hundreds for checking why their products always have problems. They can't tell me why for those problems happen. They are only able to ask the oversea manufacturer for a service report, but the important things is the customer need to pay them a lot of money to find out why their products always have problems.

Don't pay the extra money for a brand company, it not valued fir that.