Blackers Complete Home Furnishings

See attachmentsComplaint # [redacted] When Mrs [redacted] purchased her lift chair, the salesperson Mike recommended that she NOT buy that chair because of the way it fit her but she told Mike it fit great He also asked another salesperson Tracy to come over to witness that he did NOT recommend that chair for her because of the way Mrs [redacted] sat in the chair Mrs [redacted] was adamant that the chair fit great and was the chair she wanted Mike gave Mrs [redacted] a free small pillow to help the chair fit better because the chair seemed too big Since Mrs [redacted] insisted she wanted the chair Mike then explained our return policies and made sure Mrs [redacted] understood she had days to exchange the chair but that she could not return the chair for a refund.Mrs [redacted] stated that the problem with the chair happened on 4/30/but we did not receive a call about any problems until 5/15/which was days outside of her exchange period We sent out a technician that same day Upon inspection of the chair our tech discovered that Mrs [redacted] was using three pillows behind her in the chair so that she fit better Because Mrs [redacted] was NOT sitting in the chair as the manufacture had intended, and was sitting on the front of the chair, she had caused the padding to be smashed and had ruined the front of the chair Our tech told Mrs [redacted] that he could try and order a new pad to fix the chair but that it would happen again because of the way she was sitting in the chair.Our tech returned to the store and was going to try and see if he could order a new pad under warranty even though the warranty only covers defects and not misuse Our tech contacted the manufacturer and they just got back to use today and told us they would send us the seating pad free of charge once but would not cover labor because the chair was not intended to be used with pillows and that sitting back into the chair would not have caused problems like Mrs [redacted] is having.The next contact that we had from the customer was on 5/19/when Mrs***s’ grandson called and told us we needed to return the chair He talked to Mike and Mike relayed what he had told his grandmother when he sold the chair, including our polices, but asked him to come in on 5/22/to see what we could do to take care of his grandmother No one has come in yet or called to discuss any options I did not over hear the phone conversation but would ask that the grandson produce the recorded audio that he made and Mrs [redacted] referenced so that we both can hear it.Blacker’s exchange policies state that “In order to receive store credit for your exchange or return, merchandise must be in like-new condition.” Because of the misuse of the chair it is now longer in like new condition Mrs [redacted] signed and initialed that she received and understood these polices (see attachments).We still are willing to help at this point but need to take care of this by the end of the month since this is so far out of the exchange period First we would need the customer to come in so we can discuss options for exchange plus we would need to see the chair to assess what type of restocking fee we would need to charge to get the chair back in a saleable condition.Collin C***Manager

[redacted] 11:AM (hours ago)tome [redacted] ,Thank you for you ***e in speaking with me in reference to the above complaintWe brought our own plumber ,which was paid for by us, and proved to this home owner that the leak was from the plumbingIt was caused from the tenant above herThis leak had nothing to do with the workmanship done on the roof by our companyThank you for your attention in this matter

We have addressed all of the things that we were responsible for with this person The rest of the things had nothing to do with anything that we touched, handled or were involved with

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: Considering all the other things they damaged while they were in my house why are they so adamantly denying any responsibility for what happened to the water heater and why did they feel the need to LIE to me about having a plumber come in to move the water heater?? This is not the proper way to run a business. I will never hire them again and I won't be recommending their services to anyone else.
Regards,
[redacted]

[redacted]<[redacted].[redacted]>11:10 AM (22 hours ago)tome[redacted],Thank you for you [redacted]e in speaking with me in reference to the above complaint. We brought our own plumber ,which was paid for by us, and proved to this home owner that the leak was from the plumbing. It was caused...

from the tenant above her. This leak had nothing to do with the workmanship done on the roof by our company. Thank you for your attention in this matter .

See attachmentsComplaint #[redacted]When Mrs. [redacted] purchased her lift chair, the salesperson Mike recommended that she NOT buy that chair because of the way it fit her but she told Mike it fit great.  He also asked another salesperson Tracy to come over to witness that he did NOT recommend...

that chair for her because of the way Mrs. [redacted] sat in the chair.  Mrs. [redacted] was adamant that the chair fit great and was the chair she wanted.  Mike gave Mrs. [redacted] a free small pillow to help the chair fit better because the chair seemed too big.  Since Mrs. [redacted] insisted she wanted the chair Mike then explained our return policies and made sure Mrs. [redacted] understood she had 14 days to exchange the chair but that she could not return the chair for a refund.Mrs. [redacted] stated that the problem with the chair happened on 4/30/2017 but we did not receive a call about any problems until 5/15/2017 which was 11 days outside of her exchange period.  We sent out a technician that same day.  Upon inspection of the chair our tech discovered that Mrs. [redacted] was using three pillows behind her in the chair so that she fit better.  Because Mrs. [redacted] was NOT sitting in the chair as the manufacture had intended, and was sitting on the front of the chair, she had caused the padding to be smashed and had ruined the front of the chair.  Our tech told Mrs. [redacted] that he could try and order a new pad to fix the chair but that it would happen again because of the way she was sitting in the chair.Our tech returned to the store and was going to try and see if he could order a new pad under warranty even though the warranty only covers defects and not misuse.  Our tech contacted the manufacturer and they just got back to use today and told us they would send us the seating pad free of charge once but would not cover labor because the chair was not intended to be used with pillows and that sitting back into the chair would not have caused problems like Mrs. [redacted] is having.The next contact that we had from the customer was on 5/19/2017 when Mrs. [redacted]s’ grandson called and told us we needed to return the chair.  He talked to Mike and Mike relayed what he had told his grandmother when he sold the chair, including our polices, but asked him to come in on 5/22/2017 to see what we could do to take care of his grandmother.  No one has come in yet or called to discuss any options.  I did not over hear the phone conversation but would ask that the grandson produce the recorded audio that he made and Mrs. [redacted] referenced so that we both can hear it.Blacker’s exchange policies state that “In order to receive store credit for your exchange or return, merchandise must be in like-new condition.”  Because of the misuse of the chair it is now longer in like new condition.  Mrs. [redacted] signed and initialed that she received and understood these polices (see attachments).We still are willing to help at this point but need to take care of this by the end of the month since this is so far out of the exchange period.  First we would need the customer to come in so we can discuss options for exchange plus we would need to see the chair to assess what type of restocking fee we would need to charge to get the chair back in a saleable condition.Collin C[redacted]Manager