Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document
  

  Business Response

  Date: 06/18/2024

  I am aware of the chair in question as I went to look at it after it was returned to the store.

   

  As to the allegation that we never went out there to look at the chair. We never were able to contact the customer to schedule a day and time. She was sent an email and was called but we never made contact with Ms ****** to set up an appointment  with her. After she returned the chair to the store I went to look at it and inspect it.  I could not find anything wrong with the chair, I heard no popping  , no sagging no springs missing nothing to indicate any manufacturing defects.

   

  I told the store that we would refund her but that there would be a 10% restocking fee as I could find no defects on the chair and I now can not sell it as new.

   

  I will concede that Ms ****** should have received her refund check long before now and that we did drop the ball on that. We processed the return sale and failed to click the refund check button. It has now been processed and she will be receiving a refund of $651.70.  I will also send her $100.00 in gift cards in order to make an apology for the time lag, this shouldn’t have happened..

   

  ***** ****

  Operations Manager

  Customer Answer

  Date: 06/24/2024

  
  I bought a chair on 3/26/2024. The week of April 8th called ****** ******** they wanted me to let someone from their warehouse call me and come to my house and look at the chair. (NO CALLS FROM THEM), I called them on the 19th Of April to ask what the return policy was she said she would have to ask her district manager and call me back in 1-2 hours. When I called them on Aprill 19th 2024 no one had called the whole week. I got caller ID and call waiting. She did not call me back. I took the chair back April 22, 2024. She did not even want to give me something in writing saying I returned the chair. I stood there around 15 minutes waiting to get it in writing. The warehouse called afternoon on 19th after I told store I was returning the chair. I told her on the 19th of April a chair that cost $718.20 should not tear up in less than 2 weeks. It was supposed to be 1/2 price sale. $1436.40 regular price. They told me warehouse would send me a check, refund. $718.20. They did not send me a check. In less than 2 weeks something popped underneath and the seat started sinking. She made up email for me. I do not have that or cell phone.

  I want the $718.20 I paid back. That is the right thing when you sell someone a chair that was not any good. I weigh around 140-145 so it was not my weight either.

  Business Response

  Date: 06/24/2024

  I was contacted via email by ***** **** and ******* ****** , both from the *** ** ** ******* about this complaint. I responded immediately and was told that this case was closed. 

  I received an email today at 12:03 pm stating that the complaint has been closed.

  If I can answer any other questions or concerns please contact me.