Miller Mobility Products
Added by Reviewer1780623
Review: I brought a brake part for a wheelchair into the store, and they proceeded to take several pictures of the brake, and then told me they could order the part. They then called when the part came in, and a relative came in, got the part, went to the wheelchair and found out it was the wrong part. At this point the worker in the store ([redacted]) told an outright lie when he said I told him it was a left brake (I did not know which brake it was). He still had the bad part when the new part arrived, yet told me I told him it was the other part. Then he tells me he cannot take the wrong part because it was a special order. They never told me it was special order and never said they could not take it back once they ordered it. Then he tells me he will order another part, and charge me more. When I told him no way I was going to order another part from him, he said OK, he would send it back. I am wondering why THAT part was not special order, but the part he initiallly ordered was special order.Desired Settlement: I believe under these circumstances I am entitled to a refund of the initial purchase, as he had the part in question in his possession until the ordered part came in and then told us it was the other side. The lie about what I told him really upset me, as I would have never told him which side, as I did not know which side the part was from. We only found out it was a special order when we did not want the part. Also, he told us when he ordered the part we could only get both brakes, that is how they delivered the parts, and it was a little over $100. This seemed steep, but we decided to go ahead with order, knowing if the brake on the other side of the wheelchair went, we would have the part. When we went to pick it up, there was only one brake, and it was still $100.
[redacted] did come into the store looking for a brake for his Invacare wheelchair. He did not have a serial number for the chair, we stated that we may be able to order the part by taking a photo of the part instead of the serial number. We called the manufacturer Invacare and they did state that they need the serial number. We called the customer and he was able to get a number for us to order the part. The manufacturer at the time of order stated that the part came as a pair instead of each side. We called the customer back, and talked to [redacted]'s wife, she authorized the order of the parts, I verified the price and ordered the pair of brakes for the customer. When the part arrived at our store we only received left side brake. We called the manufacturer they stated that it was only sold by the side. We tried to contact the customer to tell him of the discrepancy but they were on vacation and a co-worker came in the store and signed for the part, we told the co-worker that only one side came in and to have the customer " [redacted]" to call us back. In the mean time we ordered the other side at our cost, due to the fact that we told the customer it came as a pair. When customer called us back we told him the mix up and that we would not charge him for the other side, he stated that he wanted to return the other part and did not need the correct part any more. Due to the manufacturers return policy of -25 percent and no return on shipping, we are now stuck with both brakes. Our offer to the customer for resolution is to give the correct side brake at no additional cost to him, or refund the order - 25% and - shipping for a total of $ 70.88 of the $104.13. We are still out the shipping for the second order and the cost of the second brake. I think either offer would be fair to the customer.Our return policy is posted all over our store and on our web site that any part ordered that is not in stock requires half down and is not returnable.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Miller's reply again has lies in it. Regarding the first part, which they ordered and turned out to be the wrong part, I was told by [redacted] that they would NOT take the part back, that it was a special order, and the cost of the first part would be absorbed by me. Then they told me the right would cost an extra seventy plus dollars, bringing the total cost to me regarding one wheelchair brake to be over $175. That was unacceptable to me. While [redacted] and myself were on vacation my sister-in-law found the part needed for around $50.