I bought uDream massage chair 4yrs ago just over $14,000 and now it’s not working , tried to call them so many times but haven’t have anyone call back . I wouldn’t recommend this type of massage .
Reviews with attachments
- +2
Nightmare Delivery and Customer Service: A Disastrous Experience with OSIM Chairs – 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.… Read more
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.
can give it a miss to this uDream Chair – I have been a Osim user since 2000, products were great all the time I ever own them. It is now another time to upgrade to a new one so visited Doncaster shop and there met [Name Removed] who she is very helpful and knowledgeable about the whole range. She introduced both the latest (uLove3) & uDream which is a couple of years model. My wife like… Read more
the softer touch of it so we placed the order. After it was delivered & assembled by the tech, we tested it a few times after he left and found it was very noisy, massaging hand at the bottom when it moves from the back towards the front, it pushed up to your bump and suddenly slip down making your body drop suddenly to the chair, the other massaging hand at the back will occasionally push up very high that you have to move your body up to avoid hurting your back, but sometimes when the side airbag holding your body and that pushing up moment, you will feel like breaking your back and that painful experience is awful! The side panel which the tech assembled was not flush to the chair. Just to proof all those faults were not the same as the demo one we tried, we went back to spoke with [Name Removed] and tried again on the demo chair and none of these happened. Both problems were reported back to the office. The same tech came back, open up the bottom layer and found nothing but the dropped suddenly is normal. He left without any fix to any issues. I sent another email to complain again as it really not right to us. After a few weeks later, he was sent back to site, this time he was equipped with some parts, he opened up the bottom again and said the set of roller was wronly put in causing the sudden drop during operation. I also asked him to listen to the noise level during operation, he again said it is normal ( looks like any symptom is normal initially to him) This noise is so loud that you wouldn't enjoy your massage with such a noisy environment. Again, he will not tried to look for why it is so noisy & why the back roller push up too high or try to fix the out of alignment piece of panel. He left and I sent an email expressing my concern about the other issues that hasn't been fixed. an email was replied from the office saying appreciate my feedback and said the tech has thoroughly inspected the chair. How is it thorough when only one of the item has been attended to, the other did not bordered or attempt to look in to it. the email also attached a user manual but did not answer any of my queries. This to me they are not interest to do any more and I am alone with the bad product, stiff! Osim!!!
Vinny thank you for your service. This is the best offer Show details
I visited the OSIM store today and decided to try out the massage chair. The comfort and relief it gave me right away really stood out. The stretch function felt unique and helped ease tension in my back. The team gave me space to test it properly, and with the current promotion, it just made sense to go ahead with the purchase.
I stopped by OSIM today and gave the massage chair a try. Wasn’t expecting much, but the relief I felt after just a few minutes really surprised me. The massage felt natural, and the stretch feature was a nice bonus. With the current offer, it felt like the right time to go ahead with it.
I visited OSIM Chatswood today and tried out this massage chair — the instant relief I felt made me decide to buy it on the spot. The massage feels just like real hand pressure, and the stretching function is amazing. With the End of Financial Year Sale as well, there was no reason not to buy it. Highly recommended! Show details
Visited OSIM store and tried their new Product, uDiva Sofa. Feel Amazing and do think it's my best choice to upgrade our sofa
Visited the store with my partner and we both had a great time. The staff were attentive and friendly, and they tried the uDream. The whole experience felt relaxed and getting excited for it. Show details
Tried the OSIM uDream Black in-store and was impressed by its luxurious design and personalized massage programs. The chair’s biometric sensors and calming scents created a truly immersive experience. Staff were helpful in explaining features. It felt like a spa session in a chair!
Positive reviews
Was served by Heemond and was given the best service we could ask for. Detailed in explanation and demonstration. We thoroughly enjoyed our experience. Thank you. Show details
Purchased uThrone massage chair from OSIM – I purchased the uThrone massage chair from Karrinyup shopping centre in Perth, Western Australia. I was a little bit apprehensive about delivery of the item because of the few recent reviews saying that products weren't delivered and no refund or support was provided - even from this particular store - but the chair arrived within 5 days of… Read more
purchase. It was easy to put together and set up. My only critique is the lack of support when contacting customer service asking for delivery details. I was directed to contact the sales person I spoke to but I didn't have their details. Oh, and the chair has a moderate "new item" smell (I guess it's the foam and other fabrics) but it's going away after a week. Chair works as advertised. Happy with it for the price!
Find out how OSIM Australia compares to other Online Shops
Know better, choose better.
Perfect service and very professional – TJ is the one serving me with a lot of patience. He’s friendly, thoughtful and very professional. I enjoyed my shopping experience very much and will recommend to my friends. Show details
Negative reviews
I would not recommend OSIM to anyone. 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. They 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… Read more
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,… Read more
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… Read more
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.
Recent reviews
I visited OSIM recently and had a good experience overall. The staff were friendly and easy to talk to, and they explained things clearly without being pushy. It was a relaxed and comfortable visit.
My family & I have been loyal OSIM customers for over 30 years. In the early days, we had to purchase and shipped our first 2 OSIM massage chairs from HK as there were no retail outlets in Sydney Australia. Since then, we have purchased another OSIM chair in Sydney. My mum is the main user and she is in her seventies and absolutely love OSIM… Read more
massage chair. We were at the Sydney Home Show yesterday and was greeted by Tony Szeto at the OSIM store. He asked us to test out all 3 models at the exhibit and there was no mention about the price for each model. He ensured that we have chosen a model that's right for us and not because of the price tag. Because we are planning to renovate our house next year, we weren't sure if we should purchase it now or later. Tony has tried his best to accommodate our needs so that we can lock in the best deal and have the chair delivered after our renovation was completed next year. He has even offered to come out to our place to show my mum how to use the massage chair after the installation. We were very impressed by Tony's gesture as there are not many sales out there nowadays who will go above and beyond for his customers. Thank you Tony for your AMAZING service yesterday and I hope the company will recognise your efforts as we have certainly appreciate you going the extra mile for us.
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… Read more
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. Show details
Dear ZU A. We’re sorry to hear about your… Read more (+1 reply)
OSIM team is fantastic. They let me try both uDream and uLove3, explained in details and finally made my choice of getting a uDream for me and my family.I have been trying other massage chair in the market, nothing beat the experience of the uDream that feels like a human hand.
Find out how OSIM Australia compares to other Online Shops
Know better, choose better.
I went to the OSIM store to experience a range of massage chairs. The staff was super helpful and detailed when showing us different features and benefits of the products. The entire experience was delightful with superior product quality!
Visited OSIM Chatswood Chase and had a lovely experience—the team was friendly and took the time to walk me through the OSIM uDream features. I purchased it as a Mother’s Day gift for my mum. She absolutely loves how relaxing it is and the stress-level monitoring is a great bonus! Show details
The OSIM uDream has been a lifesaver for my mum’s chronic back pain and poor sleep. The 4-hand massage and Zero Gravity feature relieve tension and help her relax deeply, while the heat therapy soothes stiff muscles. She now falls asleep faster and wakes up pain-free. Easy to use and incredibly comfortable! Show details
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 [Content Removed]. 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. Show details
OSIM was once one of Singapore's flagship companies but now has devolved into selling low-quality and poorly designed Chinese-made massagers which are being dressed up as premium products with flashy marketing and big prices. I purchased many massagers from them over the years and what I can tell you is that not only do they lack attention to… Read more
detail but every one ended up failing in some way. This is unfortunate as I could often buy competing "knock-off" versions which were not only better quality, they had additional features compared to OSIM. As an example, their back massager was designed with a single button - on and off. When you turned the massager on, it rotated in a direction and then, just as you got it positioned perfectly on a point, it would rotate in the other direction causing it to shift. Compare that to a cheaper version of the same massager which had a switch to not only set the direction but to vary the speed. What's more, the cheaper massager was built to last as opposed to the OSIM one - the covering degrading and tearing after some use. Similarly, their eye massager when turned on, would enable all the features - sound effects, warmth, etc. Instead of remembering the settings, you would need to set them each time the device turned off (which it did automatically after a default of 5 minutes). Not very convenient or logical to fumble with buttons every 5 minutes while you are trying to relax with something over your face. Finally, this massager's air bags started leaking after a year of nominal use. Their massager chairs are much the same - big, fancy looking things but when you compare the actual features and the massage it gives you, there are *much* better ones out there.
Did you read this review too late and accidentally purchase? Well, you might have found out that once your massager starts developing a problem, you'll need good luck getting a resolution with their "Customer Service" team. Customer service is where OSIM fails miserably. To start, their product lines are in constant rotation which means only just out of warranty, they consider the model "old". Worse is that they have absolutely no idea whether they have the spare parts to fix your device until you pay them a fee. After this, they tell you that the "Service Department" (apparently some mystical place they aren't allowed to directly contact) weren't able to service your device. The fee you paid? Well, you won't get it back because that's the cost to "inspect it". Cha-ching! They just made some more money off you without doing a thing.
I haven't seen a company that is completely clueless about their products like this. Making matters worse is all the staff just stonewall you with copy-and-paste replies or repeating the line that their "strict" policies deny them the ability to assist you at all. There is no one to escalate to as no one cares. Their company patently have no interest to help you once you have purchased. I assume it's because they know their equipment is often faulty. All the interactions with their customer service are not "How can we help?" but rather "Give us the details of your claim so we can find a reason to reject it". I have never experienced such awful support before. In fact, if you read in my other reviews, you will see how another massager company helped me even though my device had been over 1 year outside of warranty! That's customer service. Don't expect anything like this from OSIM. If your expensive massager is broken, your investment is likely destined for the rubbish (in fact, they kindly offered to bin my massager when they couldn't fix it).
In summary, I do not at all recommend you purchase OSIM products and would suggest you find a more reputable manufacturer - or even a cheap knock-off - and you'll get much better value for your money.
It's been a long time coming trying to get a foot massager. Osim being a reputable brand, and with the recent update to uPhoria model, and a promotion, it's a no brainer. Love the Tui Na function as I love it firm. The warm air function is nice too during winter in Melbourne! Can't wait to play with the different programs eventually. Being near 40, musculoskeletal issues has been constant! Show details
Purple was very friendly and helpful with our inquiries. We tried the massage chair for a good 15 minutes, my partner was very happy with the zones massaged. It was very relaxing and felt really relieved after! Show details
Worst company ever !!!! – DONT buy anything from this company as they was scam me for deposit for buying a massage chair. the sale consultant ask me to pay for deposit first than ask me the signed the document that the deposit will not be refunded!!!
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Dear Thao, Thanks for contacting OSIM. After… Read more