RelaxoBak llc

My PT recommended this cushion as I heal from a tailbone injury. He let me borrow a cushion and it was helpful and comfortable. However, when we attempted to purchase one for home use, we have run into issue after issue. First, our order was processed (payment taken) and then we had no contact for 10 days. When we reached out to inquire about when the cushion would be shipped, we received an email saying they were having issues with their equipment but that it would be sent out the following Monday. The package didn’t come until after a week later. When we opened it, the cushion was pocked and chipped. The material was also very sticky. Because we had a borrowed cushion to compare it to, it was easy to see the quality was poor and the cushion material seemed to be defective. The stickiness of the material made the cushion unusable. When we contacted the company, Karla corresponded with my partner via email, stating they could not issue a refund unless we sent the cushion back to them (at our cost). She offered to send a cover free of charge, to cover the surface of the cushion, but did not answer the question about the sticky/tacky issue of the material. When we inquired again about the tacky surface and if it would harden, she stated they had been having issues with their manufacturing and were hoping a new part would fix the issue - basically owning that the cushion was defective, but still only offering to send a free cover. Because of environmental allergies, we need to be able to wipe off the seat and/or wash the cover - so covering up the tacky surface with a cover that then will get sticky or stuck isn’t helpful. We are really disappointed in the customer service and the outcome - it’s now been weeks since we were charged and we are now having the cover the cost and hassle of sending back the seat to get what will be only a partial refund. I wish we could have been given the option to receive a replacement once the manufacturing equipment has been fixed, but after all this trouble, I’m not sure I can trust that it would even be worth it.