Congratulations, you have just purchased an OSIM massage chair! Forms all filled out, money all paid, so what happens now?
That is a question that many of our customers ask, and with very good reason. You have invested your hard-earned savings in the OSIM brand, and you want to know that your massage chair is in good hands. We’re giving you a behind-the-scenes look at what happens to your uLove, as it makes the journey from our door to yours - and demonstrate our strong commitment to excellent customer service.
Stage 1: From factory to warehouse
The manufacturer wraps every massage chair in thick plastic sheeting, before placing it inside a strong protective cardboard carton. Within a week of its arrival at the Crewe head office, the chair undergoes a rigorous quality control process covering over 50 individual checks. We want to ensure that every customer’s massage chair looks perfect and works perfectly.
If we notice any imperfections, the chair would be placed under quarantine and we would get in touch with the factory to put the problem right. The overwhelming majority of our chairs pass the testing with flying colours: they are carefully re-boxed and moved into the secure warehouse, where they wait to be allocated to a customer like you!
Stage 2: From warehouse to van
You complete and sign the standard chair order form (see below: the part that you fill in, it’s only half a side of A4!), and we do all the rest. We use this form to reserve the correct chair, and organise delivery to your home. Where can we park the van, when we reach your home? What is the angle on the staircase, leading to your 1st floor bedroom? How wide is the lift which provides access to your 6th floor apartment? Forgotten to mention something? Don’t worry, we’ll phone or email to double-check!
For example: you have ordered the uLove Handsome Brown (for a mainland UK address), and it is delivery day. Our warehouse facility and delivery team (two OSIM technicians) are both based at Crewe, so your pre-tested chair is quickly moved out of storage and into the back of one of our company vehicles. Tough plastic strapping keeps your chair safe inside its protective box, and the chair’s own weight (over 100kg) stops it from moving around.
We also load any tools or trolleys required, to safely transfer and efficiently install your chair at the other end. Now for the front of the van: customer delivery orders, tick. Free gifts if any, tick. Delivery order and route, tick. Fuel card, tick. And our first stop, the local garage. A full tank usually costs around £100, so effective delivery scheduling and route planning is key. And now we’re off!
Stage 3: From our door to yours
Shortly after placing your order, we gave you a provisional delivery date and slot. Closer to the day, we allocated and confirmed the actual slot (typically 2-3 hour window). On the day itself, we phone about 30 minutes before arrival to confirm that we’re well on the way. Of course, long queues and bad weather are all-too-common issues in the UK, so if we do fall a little behind schedule then we will let you know too.
Stage 4: From outside to inside
When we arrive at your address, we park the van on the drive (with your permission) or as close to the front of the property as possible. Ding Dong!! It’s arrived. We then introduce ourselves, and ask if we can take measurements to ensure that your chair will fit into your chosen location. If any furniture needs to be removed, we are happy to help you (again, with your permission). Once the inside area is ready, we start unloading your massage chair.
First, your massage chair is carefully removed from the back of the van. The chairs are always loaded in reverse order, so they can be easily and quickly unloaded at each customer location during the delivery day. Your chair and your time are important to us, so we always aim to provide a swift but safe installation.
Next, we remove the tough plastic strapping, the protective cardboard carton and the thick plastic sheeting from your massage chair. All the packaging is immediately placed back on the van, to avoid any mess or inconvenience to you or your neighbours. It is then taken back to our warehouse, for recycling. If however you decide to keep the box, we can place it inside the garage or shed for you.
A narrow door or a tight staircase? We dismantle the massage chair: dismantling involves removing one or both side panels, which is usually done outside in a safe area away from the general public and without blocking any access routes. Don’t worry, our OSIM chairs are specially designed to be safely dismantled and reassembled by a trained technician. And yes, if it is raining, we do it under an umbrella … only joking … we ‘strip down the chair’ inside the van.
At last, your brand new massage chair is ready for action! We show you how to use all the basic functions (e.g. moving the footrest and backrest, starting a programme) and any special features too (e.g. for the uLove: MP3, Bluetooth, hand massager). Our technicians have great working knowledge of all the chairs, so ask anything you like. Don’t worry if you forget anything, as your chair comes with a free instruction booklet. And for our Chinese-speaking customers, they can read the booklet (and use the remote control) in their native language too!
Finally, when you are 100% happy that your massage chair looks perfect and works perfectly, you sign the paperwork and our delivery team waves goodbye - and that’s all there is to it.
We designed the whole process around a deep-seated respect for the OSIM product and the OSIM customer, and we hope that our passion for excellent service is clear from the placing of your order to the delivery of your chair: uLove, from our door to yours.
P.S. Here is some feedback by Maggie from Manchester (one of our recent deliveries):
"I am very happy with the OSIM customer service, from start to finish. Teresa gave me directions from Manchester to Crewe, so the head office was easy to find. Both Dominic and Teresa were really helpful during the demonstration. Special thanks to Teresa for helping me to choose the chair, the uLove is a very good chair. The instruction manual is written in Chinese as well as English, and I can trade in my uLove chair when I buy my next OSIM chair in the future - so I am very happy about that as well!"