Loved the chair.  I think the massage element is ok.  It is not a shiatsu massage but just a vibration.  Cup holder could be deeper.  Unfortunately a year and a half after purchase the recline function has broke.  The right arm rest has a serious dent where I rest my elbow.  Being able to add more cushioning would be huge. 
The lumbar support typically slides into the gap between the seat and back and the pillow rest is more of a back rest.  Don't love the chair anymore.  Disappointing.