FirstSTREET for Boomers & Beyond, Inc.

Review: I purchased a [redacted] from first Street based on an advertisement found in a magazine. When I received the phone and had a chance to find someone willing to come to my home an install it, the installer determined the phone required an internet connection. No where in the ad did it stipulate that the internet was required and we do not have internet service.

When I contacted first Street I was told they did not sell the model that worked without Internet service and they would not take the unit back because it had a 60 day warranty period that was expired by 2 weeks. No where in the ad did it talk about a 60 day warranty.

My husband and I are in our late 80's and are not capable of installing this device. I do not think it is acceptable to stipulate a 60 day warranty period when it may take us several weeks or months just to find someone that will do the installation work for us.

This advertising performed by first Street was false in nature as it never spoke of needing an internet connection and because of this they should be required to take the product back and provide a refund.

Business

Response:

Hello and thank you for your inquiry on behalf of [redacted], order number [redacted] regarding her purchase of the [redacted]. I am happy to respond.

[redacted] purchased the [redacted] on 5/7/14, responding to the ad which is attached. The ad clearly indicates the thephone required the internet to operate. Additionally, during the sales process, the agent mentioned twice the process required to hook the phone to the internet. The advertisement also references that the [redacted] comes with a 60-day return policy for a refund of the product purchase price. For these reasons, the two Customer Service Agents that [redacted] and her desingnee spoke with on July 28th indicated that the [redacted] could not be returned.

However, in the interest of good customer relations and because it seemed that [redacted] was making a first attempt to install the phone just recently, I am happy to make an exception in her situation.

Please provide her with RA#[redacted] and suggest that she return the unit in an insured and trackable manner to: firstSTREET, [redacted]. While there is a return label included with the package, it is not prepaid. Upon our receipt of the return a refund of $99.95 wil be issued to [redacted] will be responsible for return shipping and original shipping is not refunded.

If I can be of further assistance, please feel free to contact me.

Best Regards,,

Director, firstSTREET Customer Service

Consumer

Response:

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.

Your ad which you attached falsely leads consumers to believe they will see the messages displayed on the phones screen rather then a computer monitor. Since these devices are intended for the elderly it should be clearly stated that the phone requires an internet connection rather then burying the wording in a paragraph containing language someone not familiar with technology can understand.

it's unfortunate you were not so forthcoming when the initial inquiry was made as it would have saved us both a lot of time and frustration. I will not be returning the device to your as the manufacturer has graciously offered to take the device back with no questions asked.

You may want to use them as an example during your customer service training.

Regards,

Review: This company took money for a product we did not get. When they were called to see why there was a delay in delivery it was discovered they got the order wrong when we cancelled the order they said they would refund in 48 hrs and they have not. Another phone called was answered very vaguely on how and when there would be a refund.Desired Settlement: We want the amount of the product refunded.

Business

Response:

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,

Review: I was charged $697.95 and $598.95 for the [redacted] amplifiers-one for the Right and one for the Left ears. My mother is profoundly deaf. The audiologist stated (after the purchase)that amplifiers do not work at all on deaf people (my Mom). These monies ($1,276.95) were withdrawn from our account on 3/31/2015. I returned both amplifiers (unopened with RETURN TO SENDER) but no one can find them. I have spoken with customer service personnel 3 times (877-566-0345) without satisfaction. One package is under [redacted]. The other package is under the name of [redacted]. This is confirmation # [redacted]. ALSO, I have contacted the US POST OFFICE POSTAL INSPECTORS. They have not been able to give me any helpful information.

PLEASE HELP ME WITH THE REFUND OF $1,276.95. I DONT HAVE THE AMPLIFIERS, I NEVER USED THEM AND NEVER OPENED THE BOX. I HAVE A HARD TIME BELIEVING THEY'RE LOST.Desired Settlement: I was charged $697.95 and $598.95 for the Perfect Choice HD amplifiers-one for the Right and one for the Left ears. My mother is profoundly deaf. The audiologist stated (after the purchase)that amplifiers do not work at all on deaf people (my Mom). These monies ($1,276.95) were withdrawn from our account on 3/31/2015. I returned both amplifiers (unopened with RETURN TO SENDER) but no one can find them. I have spoken with customer service personnel 3 times ([redacted]) without satisfaction. One package is under [redacted]. The other package is under the name of [redacted] This is confirmation # [redacted]. ALSO, I have contacted the US POST OFFICE POSTAL INSPECTORS. They have not been able to give me any helpful information.

PLEASE HELP ME WITH THE REFUND OF $1,276.95. I DONT HAVE THE AMPLIFIERS, I NEVER USED THEM AND NEVER OPENED THE BOX. I HAVE A HARD TIME BELIEVING THEY'RE LOST.

Business

Response:

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]

Consumer

Response:

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 packages2. 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.

Business

Response:

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]

Review: I purchased a recliner chair from First Street Corporation in the early part of June and the chair was return. The chair was returned to the company because it did not fit through the hall and could not be delivered to the intended space. The company failed to ever contact me regarding the return of the recliner and the subsequent refund that I am owed. I have made three separate telephone calls requesting a return call from a manager and resolution to this matter but to date and up to this point I have received no return phone call nor the necessary refund. The cost of the chair was $2400 and as I am retired and living on a pension this delay has become a financial hardship. The chair was advertised through [redacted] and purchased through First Street Corporation. Please help.Desired Settlement: It is necessary for my credit card to be credited for the full purchase price.

Business

Response:

Good morning. I spoke with [redacted] yesterday and we were able to resolve his concern. A partial refund had been issued on 8/27/14 and the refund of the addiional monies was issued yesterday. [redacted] seemed satisfied with the resolution.

Best Regards,

firstSTREET

Review: I purchasrd a sleep chair from there website that was advertised at $1999 and they billed me for $2198, I notified them to correct to no availDesired Settlement: refund of disputed amount

Consumer

Response:

Complaint has been resolved, thanks[redacted]

Review: Purchased chair from sales associate Robert C[redacted]. Told me order would take 3 to 4 weeks. I wanted to cancel per time of upcoming surgery. He stated he could have the the perfect sleep chair to me by 11/15 and billed my credit card company. I was called the next day to confirm order to be sent to manufacturer. I was told the chair would take 4 weeks. I stated I wanted to cancel order. She stated she would contact manufacturer to see about delivery date. No response following several calls/email back to customer service. Finally received a call back from a supervisor named Jo who stated she would get chair sent from manufacturer and have it delivered to my home on 11/16. Was not delivered. Talked with delivery stated chair would be delivered next day between 12 and 4 on 11/17. It did arrive with only one delivery person my husband had to assist getting it up the steps thru the door and into room. Received no call back from company to confirm delivery etc...Still have not received any type of written purchase agreement or confirmation, etc. Had surgery 11/18, used chair until this morning. Pushed Lift Button it would not stop until reached maximum height. I fell out of chair unto floor. I have a spinal cord injury left leg does not bear weight and right foot was rebuilt during surgery last week. Spent day at surgeons making sure reconstruction was not injured during fall. Spoke with company and manufacturer several times today. Will not send technician, sending a new remote that should be here by 11/27. Battery backup did not work. Chair stuck in lift position cannot be moved or used. At this point I want chair returned and money refunded.Desired Settlement: Contacted by the business which advertises 24 hour customer service, to have the chair removed from my house and my money refunded. There is no trust and no follow thru, this chair cost over 2000.00 and no longer works after using it 6 days. It was only used by me the patient/customer. I only weigh 150 pounds. Im know in the process of getting a hospital bed installed into my home, but in the meantime confined to a wheelchair.

Business

Response:

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]

Review: In July 2015, My father who is 82 purchased a WOW Computer based on an advertisement he saw through AARP. After he received the computer, he opened it and read the manual and determined that it was not for him. He cannot load any his software on it and would need to purchase a new HP printer. Included with the computer is a paper that states 60-day unconditional return policy but to receive a full refund you must receive a Return Authorization (RA) number; otherwise a $50 restocking fee will be deducted from your refund. My father called at least twice (I confirmed that with the Company) but they never sent him the RA number. He called me to help him with it. I prepared the box to ship back called the company and they said it is past 60 days cannot accept the return. He did not even plug the computer in. It has not been used and attempts to return it were ignored by the Company.Desired Settlement: I would like to return the computer and have my father receive a refund.

Business

Response:

Hello:

Thank you for your inquiry on behalf of [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,

Consumer

Response:

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,

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.

Review: My mother [redacted] purchased a "Perfect Sleep Chair" from first Street in August 2015. The chair was delivered in Sept 2015. Upon delivery she was unable to use chair because the fabric was too slippery. I (John [redacted]- her son)called first street for a refund. They agreed to pick up chair and issue refund. They also agreed to refund return shipping charges and to refund chair once picked up. I had to call 5 times to follow up with them and to state the fact that no one has called to arrange pick up for a return. Since then, my mother passed away on 10/5/15 suddendly. I called again on 10/6/15 and spoke with Kristi Edwards. She said too email her pictures of the chair and she would issue a full refund upon pick up of the chair. This is her email she provided. [redacted]. Too this date 10/16/2015 NO ONE HAS CALLED to arrange pick up of the chair. They owe my mother's estate $2000+. I feel they are ignoring their return policy and keep making excuses so they will not have to refund the money.Desired Settlement: Refund of mony paid.

Business

Response:

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,

Consumer

Response:

[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.]

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!