“I had scars from low-temperature burns,” so I asked for medical expenses, but Pulio said, “I can’t compensate you.” Conflict
Person A, who purchased Pulio's massage device last March, developed scars on his legs after two months of use. Person A claimed that although he dressed and used the massage device as instructed by Pouliot, he suffered low-temperature burns. The model used by Mr. A is a thigh massage device with a heating function released in February 2025. Another user, Mr. B, underwent surgery to remove necrotic tissue due to low-temperature burns. He claimed that although he wore thick clothes and used a massager on top as instructed by Pouliot, it was not enough to prevent burns. According to the massage equipment industry on the 8th, conflicts between companies and consumers who have experienced problems such as low-temperature burns and abrasions after using Pullio products are spreading. Pullio is a premium home massage brand established in 2022. It maintains the top spot in domestic sales by introducing a wireless calf massage device. Last year's sales were about 190 billion won, more than three times more than the previous year. This company's products became popular when Key, a member of the boy group SHINee, wore them on the 'I Live Alone' broadcast program. The price is around 200,000 to 600,000 won. More than 1 million devices have been sold to date. However, as the number of consumers who say they have suffered low-temperature burns due to the heating function is increasing, conflict over compensation for damages is spreading. The heating function is a function that increases the temperature of the massage area to provide effects such as muscle relaxation and improved blood circulation. This function is installed in most massage devices. This function is also applied to domestic massage chair companies Ceragem and Bodyfriend. However, it has been reported that no cases of damage caused by low-temperature burns due to the heating function have been reported so far. This is because it is equipped with a function to prevent low-temperature burns. Bodyfriend's product has a function that automatically adjusts the heating level after 20 minutes of operation to prevent low-temperature burns. Ceragem’s massage chairs also reach a maximum temperature of 65 degrees, but burns are prevented through low-temperature burn prevention technology. Some products of Bodyfriend and Ceragem are registered as ‘medical devices’ and are subject to strict standards. In order to be recognized as a medical device, it must be certified by the Ministry of Food and Drug Safety, so there is no choice but to introduce technology to prevent low-temperature burns. However, since the Pulio is a massage device, not a medical device, it is known that relatively relaxed standards are applied. Experts explain that this company's products inevitably have a greater risk of low-temperature burns than open-type massage chairs due to the nature of massage devices that cover the legs. Accordingly, Pullio informs consumers that "since each individual's skin is different, it is better to use it on clothing to prevent low-temperature burns, and do not use it in the same area for a long time." An official in the massage industry said, "Pulio products are not medical devices and the unit price is cheaper than general devices, so they use their own technology. “Rather than preventing the problem, we had no choice but to go in the direction of guiding consumers’ usage behavior,” he said. Pulio said, “We are working to compensate for damage caused by the massage device by reflecting the consumer’s position as much as possible,” but consumers who actually suffered damage claim that “they did not receive compensation for treatment costs.” The company also said, “We have maintained the safety standard for heat below 45 degrees, but due to the nature of massage devices with a heat function, the possibility of low-temperature burns occurring depending on the user’s usage cannot be completely ruled out.” “There are none, so caution is needed for safe use.” As low-temperature burns continued to occur, Pouliot announced that it would completely remove the product’s heating function from April 2025. In addition, he added that he created a TF technology development (R&D) team and began development to prevent the occurrence of blisters due to skin friction. Attorney Lee Il-hyung of Daeryun Medical Pharmaceutical Group, a law firm, said, “It is necessary to objectively prove whether the consumer used it in accordance with all instructions and whether burns occurred despite following the instructions. If the requirements of the Product Liability Act are met, the manufacturer is likely to be liable for damages unless it can prove that the damage occurred due to a cause other than a defect. “It is high,” he said. However, he said, “There were not many accidents like this, and if the accident occurred while following the instructions, the problem may be due to the patient’s unusual constitution.” He also said, “Even in this case, there is a possibility that the manufacturer’s responsibility may be absent or limited.” Meanwhile, Pouliot also voluntarily recalled 80,000 neck and shoulder massagers on May 26. Although there were no defects in the product, the material at the end of the massage ball at the bottom of the product was designed to be hard and angled, so it was confirmed that there was a risk of abrasions occurring during the massage process. Reporter Jeong-eun Kim (xbookleader@chosunbiz.com)[View full article]
“I had scars due to low-temperature burns,” so I asked for medical expenses…but there was a conflict over Pulio saying, “I can’t compensate you.” (Shortcut)