FirstSTREET for Boomers & Beyond, Inc.

Hello, and thank you for your inquiry on behalf of [redacted].  I am pleased to respond.  
[redacted] was ordered on 5/28/15.  The customer contacted us on 6/2/15 inquiring when the unit would be received; we adived the customer that the...

unit should be received on or about 6/6/15.    We received a call from the customer on 6/24/15 indicating that the unit had been refused by the customer's mother.  On 6/25/15, we advised the customer that we cannot be responsible for mail that is refused; the product must be returned to our warehouse before a refund is issued; we advised the customer to work with her post office to locate the unit and ensure that it was returned to firstSTREET.  On 6/25/15, we recieved an email from the customer indicating that the post office could not locate the refused delivery. We contacted our returns division and requested that the returns processors be aware of the refused shipment and advise as soon as it was received.  On 7/6/15, we received another email from the customer's daughter inquiring about the return; again, we advised that it had not been received in our warehouse.  To date, we have no record of receiving the return.  I believe the tracking number the customer references is the original tracking number that we used to ship the product to her.  It does not track refused packages.  
On 1/26/16, we received another email from the customer indicating that it was her intent to report us to your organization and to make negative comments about firstSTREET in social media.
While I am very sorry for the customer's situation, I am not able to refund a customer for a product that we have not received.
On 6/25/15, I refunded the customer for the warranty that her mother had purchased; the amount of that refund was $99.00.
 
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]

would not use again. item back ordered, no delivery notice/email. paid the s/h to send to elderly person out of state , item was not acceptable and was told to return it via my choice of shipping. was told that the weight was 14 lbs. (actually 17lbs.) only after pressing customer service did they give their UPS service. net net, bought an item for $95. and spent $32 s/h. end of day..the item was returned for full value, but I am out $32s/h.for a bad experience. PAY ATTENTION to how their return policy is worded. Their target buyers are the elderly and disabled and they take advantage. customer service was leaving early on a Friday and had no time to talk. told to call back on Monday and it went to an avoidance message about heavy caller volume. Shame, shame shame!

Hello:  Thank you for your inquiry on behalf of [redacted].  [redacted] placed her order on 2/7/15 when speaking to a telephone sales agent.  The agent clearly explained to her the cost associated with our white glove delivery service at the  time the order was...

placed.[redacted] indicated that her call to our sales agent was the result of her inablitity to select the color chair she desired when attempting to place the order via our webstore.  Had [redacted] been able to successfully place the order on the website, white glove shipping would have been explained, as it was explained by the sales agent, and the charge would have been added to her purchase.[redacted] was provided a total which included the cost of the Sleep Chair and the  white glove delivery charge when she placed the order with the agent.For these reasons, we are not able to make any adjustmests to the white glove delivery charge for [redacted]Best Regards,[redacted]  ?

Ordered a magnifier lamp from First Street and was told it would ship 10-14 days. I received it in 48 hours. The lamp proved to be defective and so I called for an exchange. It took three calls to reach someone and when I did, he was very accommodating. I explained the issue and stated that I wanted a replacement, Sean (the rep) mailed me out a prepaid UPS label and I shipped it back at their expense. My new lamp arrived 10 days later and although I have not set it up due to a pending move, I did plug it in to check to see if the lamp worked properly and it does. The only reason I am rating it a neutral is because of their failure to return calls that are left as per the voicemail instructions and lack of attention to detail in sending the product to the billing address rather than the shipping address.

Thank you for your inquiry on behalf of [redacted], complaint number [redacted].  It is my pleasure to respond.  As is our case, we always contact our customers to confirm the details of the purchase and review our policies on returns and exchanges.  The order was placed for...

two chairs on 1/26/18.  We reached out to Ms. [redacted] on 1/27/18 and spoke with a lady who identified herself as [redacted], Ms. [redacted]'s cousin and caregiver, who lived with her.  The second chair was for the caregiver, based on what I heard on the verification call.  Twice during the call, the verification agent advised [redacted] to look the chair(s) over carefully at delivery to ensure that they were suitable because they could only be returned if they arrived damaged or became defective within the first 30 days.  The customer's caregiver indicated her understanding.  We received a call on 2/14/18 from a lady who identified herself as Ms. [redacted] and requested to return the chair.  The called sounded very much like the caregiver based on the recorded calls.  She indicated that there was nothing wrong with the chair but she had used if for an hour and found it uncomfortable.  The agent with whom she was speaking reiterated the return policy and explained that this had been shared with her before the chair was billed.  The caller then suggested that the chair was defective.  The agent offered to have the calls reviewed and to have a manager call her and she declined.She requested cancellation of the second chair.  We made the arrangement to stop shipment on the second chair and we refunded the credit card used for $[redacted].00. Normally, a customer is responsible for original and return shipping on refused/intercepted chairs, but in this instance, we provided a full refund for the undelivered chair.Because she accepted receipt of one chair, we are not able to accept is return.Best Regards,Jo H[redacted]

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]

[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: [email protected].
Regards,
[redacted]

Complaint has been resolved, thanks[redacted]

Hello, and thank you for your inquiry on behalf of  [redacted] [redacted].  Please assure Ms. [redacted] that a refund in the amount of $1799.00 was issued back to her checking account today; it can take her bank a few business days to credit the account.  We apologize for...

the delay; due to unforseen circumstances, our receipt of return confirmation was delayed from the manufacturer.
Best,
[redacted]

Hello:I am happy to address the additional questions Ms. [redacted] posed in her response to you.1.    The order that Ms. [redacted] placed was shipped UPS Surepost.  UPS was used to transport the order to the Post Office which services her area.  The packages were then turned over to the United States Postal Service for delivery.2.    Should a package be misdirected for some reason, firstSTREET will, of course, provide a replacement order to the customer.  This did not occur in this instance.3.    When firstSTREET receives packages marked "Return to Sender," my customer service team follows up with the customer to ensure that it was the customer's intention to return the package.  We have noted Ms. [redacted] order that if and when the shipments are returned that her credit card is refunded.  I will also mention that, in listening to to call recording, the agent did let Ms. [redacted] know that if the product needed to be returned a call to customer service for return instructions was necessary.4.      Unfortunately, I do not know why the order was broken up into two shipments and one was addressed to Ms. [redacted] and one was addressed to her mother.  There was no indication in the call recording.Best Regards,[redacted]

My father purchased the "Perfect Sleep Chair" from this company back in November. The chair was not comfortable for him ( he has to sleep in this chair, very disabled), so we called to request a return of the chair. I was told it would be several weeks before I heard from the shipper regarding picking up the chair. It is now Feb 2nd, and after numerous calls to them regarding getting someone to pick up the chair, we are still getting jerked around. I was told on 1/15, that they finally received approval for the return, and that it would be one to two more weeks before I heard from the shipper. I called last week, and was assured they would get back to me. Nothing. Spoke with them today, and now they are supposed to be getting a supervisor involved. I was told that once the chair is finally picked up, that it will be another 4 weeks before they will return our $2000. Unbelieveable. Nothing like taking advantage of a WWII Disabled veteran. I would think twice about ordering anything from this company. The sad thing is, my dad saw the ad about this chair in his American Legion magazine and put a lot of faith in their recommendation. That will be the last time.

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.
In response to the reply by first STREET, I am rejecting the message the company gave in reply as it is NOT the whole truth. As a result, this is my profound and final statement concerning my request for a full refund of all fees and costs in the purchase of the perfect sleeper chair from first STREET. I first made this request upon experiencing the utter neglect and rudeness of one of their sales representative and I have continued to repeat the said request. They sent me a floor sample in deplorable condition even after explaining to the representative my health conditions which includes chronic asthma.Then they lie to you saying the chair was very clean, mechanically sound and with minimal blemishes.I have proof that their statement is untrue. They stated that the chair was not used, but was shipped out, but for one reason or the other, did not reach their destination. When I called them on the  9th of May about the condition of the chair, they didn't refute it was a floor sample.First street employees has trampled on my rights and I have thus lost confidence in the people that represents the company. I refuse to continue to entertain such blatant disrespect. I no longer wish to do business with this company. I want all my money back just as efficiently and effectively as the company received payment for the chair.  
I thank you for your assistance in this matter. 
Sincerely
................................................
 [redacted]

H4ello:Thank you for your inquiry on behalf of the [redacted] family.  While the product had been shipped to the customer at the time of the cancellation requesti, I received confirmation today that a successful interception had occurred.  A full credit has been issued to the...

customer's credit card.I have been in contact with the customer to provide confirmation that this has occurred.Best Regards,
[redacted]

Complaint has been resolved, thanks sans-serif;">[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]

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Hello:  Thank you for your inquiry on behalf of John [redacted].  It is my pleasure to respond.  Mr. [redacted] original purchased the Perfect Choice Hearing Amplifier on 6/14/15.  The purchase comes with a one-year manufacturer's warranty.  On 1/16/16, Mr, [redacted] contacted us...

and indicated that his unit failed to function and we replaced the unit.  Mr. [redacted] contacted us on 11/9/16 and indicated that the unit was not working.  After trouble-shooting, the CSR  offered to replace the unit at a cost of $579.00; typically, the one-year replacement guarantee is associated with the original purchase and the one-year manufacturer's warranty expired on 6/14/16 as it was associated with the original purchase.However, I will be glad to replace the unit one last time for Mr. [redacted].  It will be necessary for him to call our office at 800-958-8324 and speak to an agent.  Mr. [redacted] will be given a return authorization number and instructions for this final exchange.  The unit is not eligible for return for refund at this point. Best Regards, Jo H[redacted]

Thank you for your note; I believe that I responded to you last week.  The issues with this customer's order have been addressed and the custsomer and I have been in contact several times.  She indicates that she is satisfied with her chair at this point. 
Thanks. ...

[redacted]

The customer called and spoke with Revdex.com and voiced additional concerns about the complaint she would like addressed. 
1. What type of postage was used to mail the packages
2. What happens when packages are mailed to the wrong person or the wrong address, and what would happen if they simply returned them to the sender. 
3. Why were the packages sent separately with two different names on the packages.