Compass ION LLC

February 16, 2016On 5/28/ [redacted] purchased [redacted] Zero Gravity Chairs in espresso/ walnutShe paid $1999+tax each for the chairs for a total of $and received free delivery and setup by Relax The Back - see receipt documents enclosedIn September she began calling the RelaxTheBack showroom where she made her purchase to inquire about upholstery issues for her chairs and if there were any solutions availableThe chairs are in working condition and otherwise fine.Relax The Back requested photos of the issue which are available via email to interested parties - the photos show some small cosmetic problems on the surface of the chair-Relax The Back Consulted with an upholstery repair expert who determined that the cosmetic issues shown in the photos were not something repairable and thus recommended that [redacted] seek remedy from the manufacturer of the product.Beginning in May The chairs were subject to a day return policy and had a year warranty from the manufacturer [redacted] both of which have lapsedFor these reasons Relax The Back is unable to provide any product refund or return as requested.As Relax The Back is a retail showroom and does not manufacture any products we rely on the policies/ helpful solutions provided by our manufacturer partners in this case [redacted] ***[redacted] records indicate that [redacted] called on Nov to place a warranty claim on her [redacted] chairs and received the following replacement product offers [redacted] in performance tweed for $plus tax and shipping (Regular Price $2499) [redacted] in Top Grain Leather for $plus tax and shipping (Regular Price $3000) [redacted] in Espresso Sof Hyde for $plus tax and shipping (Regular Price $2999) [redacted] note option represents the most comparable model/color to the product [redacted] ownsOn 2/upon calling [redacted] to discuss this matter, they confirmed that their offer to [redacted] was applicable as a warranty/ replacement chair offer for a single chair that [redacted] called about and provided a valid serial number for - a second similar offer is available provided [redacted] gets a second valid serial number from [redacted] - also [redacted] added that due to the lapse of time [redacted] would need to call back and discuss what chair(s) she might be interested in as alternatives as models change and are subject to availabilityThat said, it was made very clear that [redacted] is willing to make offers for replacement product at Substantially reduced rates.Relax The Back would like to make two additional offers of help to resolve this issue:Relax The Back is willing to offer free delivery and setup for any new chair either purchased from Relax The Back or as a 3rd party delivery service for any chair purchased from [redacted] ***-for example if a replacement chair is sourced through [redacted] ***, Relax The Back is willing to receive a common carrier shipment of new chair(s) at our warehouse and bring them to [redacted] ***'s home and remove the old chair at no costRelax The Back is willing to offer a 30% discount with free delivery on any new chair(s) purchased by [redacted] for the remainder of - This offer is valid only at our Willow Grove PA showroom - we make this offer with consideration that there are Zero Gravity Recliners from manufacturers that do not include [redacted] on display at our retail showroacknowledge that many individuals find the comfort, support, and zero gravity posture necessary for back health and other health reasons- and that having a working functional chair is very important we want to be able to provide some solution at a reasonable cost to [redacted] considering her difficulty with her initial purchase due to [redacted] ***'s upholstery quality issue perhaps there is another product from a different manufacturer that can be a suitable replacement.Please direct any questions or correspondence regarding this matter to:David A***OwnerRelax The Back

February 16, 2016On 5/28/2010 [redacted] purchased 2 [redacted] Zero Gravity Chairs in espresso/ walnutShe paid $1999+tax each for the chairs for a total of $4237.88 and received free delivery and setup by Relax The Back - see receipt documents enclosedIn September 2015 she began calling the...

RelaxTheBack showroom where she made her purchase to inquire about upholstery issues for her chairs and if there were any solutions available. The chairs are in working condition and otherwise fine.Relax The Back requested photos of the issue which are available via email to interested parties - the photos show some small cosmetic problems on the surface of the chair-Relax The Back Consulted with an upholstery repair expert who determined that the cosmetic issues shown in the photos were not something repairable and thus recommended that [redacted] seek remedy from the manufacturer of the product.Beginning in May 2010 The chairs were subject to a 30 day return policy and had a 3 year warranty from the manufacturer [redacted] both of which have lapsed. For these reasons Relax The Back is unable to provide any product refund or return as requested.As Relax The Back is a retail showroom and does not manufacture any products we rely on the policies/ helpful solutions provided by our manufacturer partners in this case [redacted].[redacted] records indicate that [redacted] called on Nov 11 2015 to place a warranty claim on her [redacted] chairs and received the following 3 replacement product offers1. [redacted] in performance tweed for $850 plus tax and shipping (Regular Price $2499) 2. [redacted] in Top Grain Leather for $1250 plus tax and shipping (Regular Price $3000) 3. [redacted] in Espresso Sof Hyde for $1500 plus tax and shipping (Regular Price $2999)** note option 3 represents the most comparable model/color to the product [redacted] ownsOn 2/16 upon calling [redacted] to discuss this matter, they confirmed that their offer to [redacted] was applicable as a warranty/ replacement chair offer for a single chair that [redacted] called about and provided a valid serial number for - a second similar offer is available provided [redacted] gets a second valid serial number from [redacted] - also [redacted] added that due to the lapse of time [redacted] would need to call back and discuss what chair(s) she might be interested in as alternatives as models change and are subject to availability. That said, it was made very clear that [redacted] is willing to make offers for replacement product at Substantially reduced rates.Relax The Back would like to make two additional offers of help to resolve this issue:1. Relax The Back is willing to offer free delivery and setup for any new chair either purchased from Relax The Back or as a 3rd party delivery service for any chair purchased from [redacted]-for example if a replacement chair is sourced through [redacted], Relax The Back is willing to receive a common carrier shipment of new chair(s) at our warehouse and bring them to [redacted]'s home and remove the old chair at no cost.2. Relax The Back is willing to offer a 30% discount with free delivery on any new chair(s) purchased by [redacted] for the remainder of 2016 - This offer is valid only at our Willow Grove PA showroom - we make this offer with consideration that there are Zero Gravity Recliners from 5 manufacturers that do not include [redacted] on display at our retail showroom-We acknowledge that many individuals find the comfort, support, and zero gravity posture necessary for back health and other health reasons- and that having a working functional chair is very important we want to be able to provide some solution at a reasonable cost to [redacted] considering her difficulty with her initial purchase due to [redacted]'s upholstery quality issue perhaps there is another product from a different manufacturer that can be a suitable replacement.Please direct any questions or correspondence regarding this matter to:David A[redacted]OwnerRelax The Back