Complaints

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• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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.

  On 6/27/2024 I purchased a power swivel recliner chair ( park MRAD - 812 GSP - NBQ ) paid $699.99 with delivery fee of $49.99. Two months after purchase the chair was squeaking while rocking, that would last for a week or two and stop then it would start squeaking again, so I called the company in ********** where it was purchased they sent a tech that comes from ************** on every Tuesday, he sat in the chair and said oh yea how could you stand this. So he turned the chair upside down tightened all bolts and oiled them, and left, a month or so it started back up and that would last a month and then stop again, called the company again, tech came tightened bolt and oiled. It was ok for a month or so then it did it all over again, tech came a third time oiled it again and that's where we are now, I talked to customer care I asked if the chair could be exchanged for a different one maybe a different model just in case this model is prown to doing this, but she said no, because sometimes the tech didn't hear the squeak so they think that it was in the manufacturing. I know of two other people who purchased recliners from old brick and had mechanism trouble, but they never let old brick know about it and one person actually gave it away and bought a chair from another company. Just because the tech didn't hear the sound the second and third time it's because it takes a week for them t come after I call the furniture store and this is what the sound does it starts and stops what I want is a different model chair and they should stand behind what they sell.

  Business Response

  Date: 04/23/2025

  Thank you for reaching out and giving us the opportunity to respond to this matter. We take customer concerns seriously and appreciate the chance to clarify our policies.
  We have thoroughly reviewed the details of *** ****** complaint, along with our records of the transaction. According to our return and exchange policy, which is clearly stated on our website / on the receipt / provided at the time of purchase, we are only able to accept returns or exchanges within 5 days of the purchase, and products must be in unused and re-saleable condition.
  In this case, the request falls outside of our return/exchange window. A manufacturers warranty is intended to cover defects in materials or workmanship that arise during the manufacturing process. This type of warranty typically includes the cost of replacement parts and necessary repairs, provided the issue is determined to be a result of a manufacturing defect. It does not extend to cover damage caused by misuse, accidents, normal wear and tear, or unauthorized modifications or repairs. While we regret that we cannot accommodate the request for a replacement at this time, we hope this explanation clarifies the reason for our decision. We value our customers and strive to be fair and transparent in all of our dealings.
  Should *** ****** have any further questions or if there's anything else we can do within policy, we are more than happy to assist.
  Sincerely,

  ***** *****

  Customer Care Manager