FirstSTREET for Boomers & Beyond, Inc.

Hello, and thank you for your inquiry on behalf of [redacted].  Our records do not indicate that the products that Ms. [redacted] refused have been returned to our warehouse.  We have checked extensively in our warehouse and the units have not been received here.Because...

Ms. [redacted] refused the units, we are not able to assist her further.  Normally, a customer will contact our ccompany to make arrangements for a return.  They are instructed, at that time, to make their return in a trackable manner for their own protection.  This did not happen in this instance.  However, it is our experience that packages that are refused by the customer can take a significant amount of time to arrive back in our warehouse when they are returned through the U.S. Postal Service.  Should the units arrive back in our warehouse at sometime in the future, we will gladly provide Ms. [redacted] with a refund.  Unfortunately, the only recourse Ms. [redacted] has at this time is to pursue the returns through the U. S. Postal Service.I have, however, issued a refund for $99.00 to Ms. [redacted] ending in [redacted] for the replacement guarantee that was purchased on the two Perfect Choice Hearing amplifiers sent.Best Regards,[redacted]

Hello:  Thank you for your inquiry on behalf of [redacted].  It certainly appears that a packaging error occurred when the Perfect Choice was shipped to her.   The receiver wire to make the correction is currently en route to [redacted].  I would ask...

that [redacted] test the unit with the correct speaker wire; it is my hope that it will work for her beautifully.  Once she has deemed the unit to be satisfactory, it would be my pleasure to swap the complete unit out for a beige unit in keeping with her skin tone.  I have attempted to reach out to [redacted] personally to apologize for the error and to ask that she try the silver unit with the corrected speaker wire with the understanding that we will exchange the unit at no expense to her should she wish to receive the beige unit.  I am hoping that she will contact me soon so that we might discuss this.Best Regards,[redacted]

Thank you for your inquiry on behalf of the son of [redacted].  Unnfortunately, the trucking company did not have the correct phone number to contact Mr. [redacted] to arrange for the pick up of the chair; this was likely due to Ms. [redacted]s passing.  The situation was corrected on...

10/8/15.  I spoke to the delivery company today and Mr. [redacted] should receive a phone call within the next few business days to make arrangements to retrieve the chair.  Because of the delay and in the interest of good customer service, I  have processed the return and issued a credit in the amount of $1999.00 back to the checking account that was used to make the purchase. 
If I can be of further assistance, please let me know.
Best,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The consumer called and stated that she did receive the refund but she was told that she had ordered the bed and not the chair.
Regards,
[redacted] [redacted]

Hello and thank you for your inquiry on behalf of [redacted], [redacted]; it is my pleasure to respond.
[redacted] purchased the [redacted] computer on 8/23/12.  I have taken the time to review the original sales call.  The agent clearly explained to [redacted] that she...

would receive 60 days of free VIP service and after that time the charge would be $9.95 per month.  Further, he explained to her that she was under no obligation to continue with that service and that she could, at any time, contact our office to cancel the service.  Both the charge for the computer and the recurring monthly charges were billed to her debit card according to the sales call where she called us to place the order.
The first monthly VIP charge of $9.95 was billed on October 26, 2012, and have recurrred monthly since that date.  [redacted] daughter contacted us on 4/1/14 to inquire about the charges.  At that time, and at her request, we cancelled the VIP service.  [redacted] daughter asked for a refund of VIP charges be refunded; we were unable to honor her request.  
In the interest of good customer relations, I will have the January, February and March, 2014, charges totalling [redacted] credited back to the [redacted] Debit Card ending in [redacted].  There will be three credits of [redacted] each. 
Best Regards,
[redacted]

Hello, and thank you for your inquiry on behalf of [redacted].  It is my pleasure to respond. We apologize for any frustration and inconvenience Ms. [redacted] has experienced as the result of her purchase.
On 4/27/16, Ms. [redacted] ordered one of our remarketed chairs; this means that the...

chair that was ordered had previously been shipped and returned very quickly.  The manufacturer inspects the chair to ensure that it is mechanically sound and free of all but the most minimal blemishes.  This is explained to the customer at the time of the sale and offered to the customer at a significant discount. The manufacturer assures us that the chairs sent are very clean. Ms. [redacted] contacted us on 5/9/16 and described to us that the chair she received was very dusty and in need of cleaning.  She asked that we have someone visit her home to have the chair vacuumed.  On June 3, 2016, Ms. [redacted] indicated that a servicer came to the home and inspected the chair and took photographs of the debris removed from the chair but did not clean the chair.  Upon checking with the manufacturer, we were told that the chair had been cleaned prior to the visit from the servicer.  On 6/16/16, after receiving the response from the manufacturer, we attempted to reach Ms. [redacted].  On 6/17/16, we again attempted to reach the customer to suggest that we either make arrangements to have the chair returned or issue a credit in the amount of $300.00 to cover the cleaning of the chair; a voice message was left for her requesting that she return our call.  On 6/23/16, we left another voice message for Ms. [redacted] asking if we might issue a credit of $300.00 for her trouble or make arrangements for the chairs return or exchange.  On 6/28/16, we called and left another message for Ms. [redacted], again apologizing for the issue and requesting that she call us.  On 7/22/16, we spoke to Ms. [redacted] and she indicated that she would make a decision on if she wished to have the chair returned for a full refund or if she would allow us to have the existing chair removed and replaced with a brand new chair.On 7/25/16, we left another message for Ms. [redacted] asking that she contact our office to provide us with a direction commensurate with her wishes.  We are eager to hear from her so that we might resolve the issue.  -Jo H[redacted]

Hello:  Thank you for your inquiry on behalf of [redacted] Williams.  I spoke to Ms. [redacted] a short while ago and addressed her concerns.  A replacement chair is being manufactured and shipped to her as soon as possible.  The incorrect chair was shipped to Ms. [redacted] and we...

will ensure that the correct chair meets with her satisfaction.Best Regards,
[redacted]

Hello and thank you for your inquiry on behalf of [redacted]. 
[redacted] placed her order on 4/21/14 with [redacted].  I reviewed the call on 5/13/14 and it was clear that there was a disparity between what [redacted] intended to order and what the sales...

agent understood that she was ordering.  [redacted] wished to order 'the bed that turns into a chair.' 
While I understand that [redacted] wished to order the [redacted] whose cost was $4999.00, the order was entered for the [redacted] at $1999.00, prior to [redacted] placement of her order, we had discontinued sales fpr the [redacted], so we were not in a position to place a new order for the [redacted].    When [redacted] contacted us, arrangements were made to have the chair returned to the warehouse and a refund issued. 
Under normal conditions, refunds are issued directly to to customer account from which they initiate.  [redacted] paid with an electronic chaeck.  At her request, a paper check was mailed to her for $1999.00 on 6.10.14.  The check number is [redacted]. 
Should the check not arrive in a timely fashion, please suggest to [redacted] that she contact me directly.
Best Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The reason that I am rejecting their response is because they would not even respond to my suggestion that the reason the chair is hurting my neck and back may be due to the chair not being stuffed in the right places.  As I stated to the company, I cannot sit, or recline without pain beginning within 10 minutes of sitting on the chair.   That is not normal, as I had an old recliner that I could sit and even sleep for hours, but not this one.    For the money I spent, I would think they would honor any kind of complaint or guarantee if the product is not as advertised.    
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].Regards,
[redacted] UPDATE:  The shipping company did call me today, 10/23/15  at 2pm to arrange pick up of the chair.  They are coming on Tuesday, 10/27/15 between 8-12 noon to pick up the lift chair.Thank you very much!

Hello, and thank you for your inquiry on behalf of [redacted].  It is my pleasure to respond. We apologize for any frustration and inconvenience Ms. [redacted] has experienced as the result of her purchase. On 4/27/16, Ms. [redacted] ordered one of our remarketed chairs; this means that the chair...

that was ordered had previously been shipped and returned very quickly.  The manufacturer inspects the chair to ensure that it is mechanically sound and free of all but the most minimal blemishes.  This is explained to the customer at the time of the sale and offered to the customer at a significant discount. The manufacturer assures us that the chairs sent are very clean. Ms. [redacted] contacted us on 5/9/16 and described to us that the chair she received was very dusty and in need of cleaning.  She asked that we have someone visit her home to have the chair vacuumed.  On June 3, 2016, Ms. [redacted] indicated that a servicer came to the home and inspected the chair and took photographs of the debris removed from the chair but did not clean the chair.  Upon checking with the manufacturer, we were told that the chair had been cleaned prior to the visit from the servicer.  On 6/16/16, after receiving the response from the manufacturer, we attempted to reach Ms. [redacted].  On 6/17/16, we again attempted to reach the customer to suggest that we either make arrangements to have the chair returned or issue a credit in the amount of $300.00 to cover the cleaning of the chair; a voice message was left for her requesting that she return our call.  On 6/23/16, we left another voice message for Ms. [redacted] asking if we might issue a credit of $300.00 for her trouble or make arrangements for the chairs return or exchange.  On 6/28/16, we called and left another message for Ms. [redacted], again apologizing for the issue and requesting that she call us.  On 7/22/16, we spoke to Ms. [redacted] and she indicated that she would make a decision on if she wished to have the chair returned for a full refund or if she would allow us to have the existing chair removed and replaced with a brand new chair.On 7/25/16, we left another message for Ms. [redacted] asking that she contact our office to provide us with a direction commensurate with her wishes.  We are eager to hear from her so that we might resolve the issue.  -Jo H[redacted]

I was very pleased with service that First Street provided. The hearing aid was not quite what we needed and they accepted it back under their return policy. Very professional and courteous treatment by their representative Sean. Thanks. Roger M[redacted], CA

Hello and thank you for your inquiry on behalf of [redacted], #[redacted].  I have spoken to Mrs. J[redacted] and, together, we have come up with two options to resolve her concern.  She will contact me when she has made a decision on the route to take.  If you have questions or I can be of...

further assistance, please contact me directly.Regards,Jo H[redacted]

I ordered a product and selected overnight delivery (cost more than the item, but delivery was crucial) A hold was put on my bank account and no email confirmation was sent. Item did not deliver, gave it several days. Nothing. And, no notification from FS. I called and was told that the item became unavailable at time of packing to ship (that same day it was ordered) No notification from FS. I was going to cancel, but person who was helping me, apologized, discounted the overnight shipping fee and said it would go out on a specific date the following week and would arrive NEXT DAY. It never delivered. NO NOTIFICATION FROM FS. Nothing. There communication hours via phone or live chat are limited. week days 9-5. I tried to fill out the live chat information…knowing I will not get an answer until Mon. today is Sat. And, live chat form has a limited amount of lines. They really don't want to communicate with customers at all (is my impression) This company cannot be counted on to communicate with their consumer in any of the basic ways that other companies have made a standard.

Hello, and thank you for your inquiry on behalf of [redacted].  We apologize for any delay she has experienced in receiving her refund for the return of this chair.  While we have yet to receive confirmation from the manufacturer that the chair has been received in their warehouse...

in good condition, have taken the liberty of issuing the refund to her [redacted] for the full amount billed, $2123.00.  Thank you again for contacting us.Best Regards,[redacted]

Hello:  Thank you for your inquiry on behalf of Norman [redacted], Reference #[redacted].  I have spoken to Mr. [redacted] and we have reached a solution that is amenable to him.  Should you have questions, please feel free to contact me directly.Sincerely,Jo H[redacted]

Hello:
Thank you for your inquiry on behalf of [redacted] #[redacted].  Mr. [redacted] placed his order for the WOW computer on 7/6/15; the computer comes with a 60-day money back guarantee  of its purchase price.  The computer was delivered shortly thereafter and...

the trial period is well expired.
I have no record of any calls from Mr. [redacted] phone number of [redacted] since the order was placed.  We have received two calls from Ms.  Dymond, one on 10/27/15 and another on 10/29/15.  It is our policy to record 100% of calls received here at firstSTREET.  If a call was placed to us from a telephone number other than either [redacted] or 410-895-5827, please advise so that I can investigate further.
I have confirmed with our partner, [redacted], the manufacturer and shpper of the WOW that they have received one phone call relative to Mr. [redacted] order from Mr. [redacted] daughter on 10/27/15 indicating that Mr. [redacted] had never received assistance with his computer.  I have been assured that this is the only call that they have received regarding Mr. [redacted] order.
Ms. Dymond indicates that her dad called twice for an RA and none was sent to him. It is not our policy to send a customer an RA, either via mail or email; RAs are provided to the customer over the phone at the time of the phone call.
Because the trial period on Mr. [redacted] purchase has expired, I am not able to accept the return of the computer for a refund.
However, at the time of his purchase, Mr. [redacted] took advantage of our VIP program; the cost of that program is $9.95 per month and he has been billed for this twice. on 9/14/15 and 10/12/15.  I have taken the liberty of cancelling this program and refunding Mr. [redacted] credit card for the two charges.  Additionally, Mr. [redacted] took advantage of our Worry-free replacement program for the WOW; the cost of this was $99.00 and ensures that if something should happen to the WOW outside the warranty period, it could be replaced for half the original purchase price.  I have taken the liberty of cancelling this as well and refunding the $99.00 cost to his credit card.
Should he wish to reinstate either of these, please let me know. 
Best Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My father did call at least twice and the technician that took my call the other day confirmed it when he said he could see that my father called twice to customer service but never to tech support.  Further, [redacted] continuously gave my father the run around by telling him he was sending him an RA.  Plain and simple [redacted] wanted to push my father off until the 60 days expired.  
If firstStreet is a respectable company
they would provide me with the RA to send back the computer and refund my father's account.  If firstStreet does not comply then it is a red flag that what [redacted] did is Company policy.  I hope we can resolve this here with the Revdex.com but I am happy to take it the FTC and social media next. 
Regards,
[redacted]

Hello and thank you for your inquiry on behalf of [redacted].  I have reviewed the call and while the agent shared accurate information with the customer, it does not seem that she ensured Ms. Powell's understanding of the information she intended to communicate with her.  However,...

because of any misunderstandings and because[redacted] was unable to move her old email address to the[redacted], I am happy to credit her[redacted] Card in the amount of $89.85, which represents the original shipping of $49.95 and return shipping of $40.85 which were originally deducted from her refund.  This credit should appear on her credit card statement.Thank you for your time and attention.Best Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]