It is unfortunate that the customer feels we don’t care about her or our customers, but as a family owned business we consider our customers an extension of our family. She also mentioned it’s been a process and we’ve been very helpful. We treat all our customers with the upmost respect and...
consideration.We have diligently and tirelessly worked to accommodate the concerns and issues brought to our attention by the customer regarding the adjustable bed. As a courtesy to the customer, I followed up with her before and after the bed was delivered to her home. The customer was satisfied with the bed except she believed the bed appeared higher than the store model. I suggested the bed can further be lowered by 2" if the castors are removed. I waited for her to let me know when it was convenient to come out to lower the bed and never heard back until almost 2 months later, which was in regards to the wireless remote. We immediately fixed the issue with the wireless remote. The manufacturer had agreed to send replacement parts out and have a technician take a look at the bed to make sure everything was working. I recently reached out to the manufacturer, on behalf of the customer, and found out they are sending out a brand new bed at no additional cost. The customer has agreed to this arrangement. We sincerely hope the customer will enjoy her new bed and it meets all her expectations.
I am rejecting this response because:Health Quest did NOT sell me the model they displayed on their showroom floor. I received a unit with a wireless remote to operate the bed. I feel this was 'Bait and Switch.' Health Quest contacted the manufacturer when my bed became inoperable about 5 weeks after purchase to arrange for a technician to come look at the bed. It was the technician who was an integral part of getting the manufacturer to agree to send me a new bed, NOT Health Quest. It was also interesting that the representative that I spoke to for the manufacturer told me that I had not been 'matched' to the proper unit given my health issues. I feel this is another area where Health Quest is misleading.
It is unfortunate that the customer feels we don’t care about her or our customers, but as a family owned business we consider our customers an extension of our family. She also mentioned it’s been a process and we’ve been very helpful. We treat all our customers with the upmost respect and...
consideration.We have diligently and tirelessly worked to accommodate the concerns and issues brought to our attention by the customer regarding the adjustable bed. As a courtesy to the customer, I followed up with her before and after the bed was delivered to her home. The customer was satisfied with the bed except she believed the bed appeared higher than the store model. I suggested the bed can further be lowered by 2" if the castors are removed. I waited for her to let me know when it was convenient to come out to lower the bed and never heard back until almost 2 months later, which was in regards to the wireless remote. We immediately fixed the issue with the wireless remote. The manufacturer had agreed to send replacement parts out and have a technician take a look at the bed to make sure everything was working. I recently reached out to the manufacturer, on behalf of the customer, and found out they are sending out a brand new bed at no additional cost. The customer has agreed to this arrangement. We sincerely hope the customer will enjoy her new bed and it meets all her expectations.
I am rejecting this response because:Health Quest did NOT sell me the model they displayed on their showroom floor. I received a unit with a wireless remote to operate the bed. I feel this was 'Bait and Switch.' Health Quest contacted the manufacturer when my bed became inoperable about 5 weeks after purchase to arrange for a technician to come look at the bed. It was the technician who was an integral part of getting the manufacturer to agree to send me a new bed, NOT Health Quest. It was also interesting that the representative that I spoke to for the manufacturer told me that I had not been 'matched' to the proper unit given my health issues. I feel this is another area where Health Quest is misleading.