Healthy Back Brand Holdings

[redacted] , Please keep the demo chair as wellWe can have it picked up if you'd like, but you are welcome to keep it if you wish

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Working on resolution to pick up mattress and then will expect full refundWhen those things are completed then we can close this complaint and will be satisfiedUntil then we are still trying to resolve.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
A new chair has been promised by *** ***, district manager in ***, CA to be scheduled by the end of the week I look forward to having a good desk chair again!
Thanks for your help in this matter.
Regards,
*** ***

Stacey has attempted to reach customer to resolve this morning to provide requested resolution

*** *** (complainant) telephoned the Revdex.com and stated that the complaint has been resolved I explained that she can email me that statement and I provided my email information She then asked, suppose the business does not follow through with the resolution I explained that
she can wait until the refund is actually received or she can provide the statement and if the resolution is not carried out by the business she can notify the Revdex.com and we will notify the business that the resolution agreement was not carried out She stated that she will wait until she has acutally received the refund

Hello,We have been working on this issue with *** and *** ***We are processing a warranty exchange for their mattressThey have said they will come into the store in the next few days to look at alternate options.I will send paperwork documenting the exchange once they have chosen their new
mattress.Thank you,Mike W***

We've reached out to provide desired resolutionThanks!

Customer has been provided with brand new chair.Thanks!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Credit has been applied. Issue should now be resolved.

Correct chair was Delivered today 7/7 via [redacted] tracking number 59[redacted]0 . Aimee has reached back out to verify all is correct.

[A default letter is provided here...

which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We've reached out to [redacted] to process the refund. We are allowing her to keep the product and will be issuing a full refund. Currently waiting on a response of where to mail the refund check.

[redacted], Please keep the demo chair as well. We can have it picked up if you'd like, but you are welcome to keep it if you wish.

Review: Around 3Pm December 24th, I went to the Healthy Back Store and purchased the [redacted] Massager with Neck Nead after testing out the floor model. It was a Christmas present. At no time were we offered the opportunity to take the model out of the box to confirm that it was functional. When we took it out and used it on Christmas day, several of the massage buttons don't work (this is like a massage chair controller--it's a chair insert). There are buttons for the whole back, upper back and lower back and they all do the same thing and go up and down the entire back. The one in the store would focus on a particular area if you made the appropriate selection. I called the store the morning they opened after Christmas (Dec 26th) and I believe I spoke with [redacted]. He took my number and said he'd call me back after looking into it, he was with a customer. After not hearing back for him as promised, I called back December 30th or 31st and again spoke with [redacted]. He called me back and said that those types of items are final sale and I was out of luck, would have to call the manufacturer. I understand manufacturer for general warranty needs, but this didn't work FROM PURCHASE! I complained and he said he would speak with a manager and call me back, which he never did. They need to stand by the implied warranty of merchantability--there is no point of purchasing something from a store if they can shrug their shoulders and say "not our problem" from day one. Who doesn't stand by a product that is broken straight out of the box? This is criminal! I then filed a negative review online and a Healthy Back corporate publicly posted a response looking like they'd be helpful asking me to contact them via email which I did and never heard back from them either!Desired Settlement: I would like the item replaced with a working replacement, or a refund of my purchase price and sales tax. Either is fine.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Jan 28, 2014 at 1:32 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Review: 12/23/13 I purchased 4 items from [redacted]. 1 of which **. [redacted] was going to bring from the [redacted] store for me to pick-up 12/26/13. I called **. [redacted] to say I couldn't pick-up the item that day. He said he was not able to get it from the [redacted] store. Therefore it would be shipped directly to my home.12/30/13 I called the store to inquire about the item. An associate knew nothing about it and that **. [redacted] was not available.He took my information to look into it and get back to me. On 1/3/14 having heard nothing I contacted the [redacted] store. I spoke w/ [redacted] who also knew nothing about if. When I asked if the had records of items shipped she said not that she could access, again she told me **. [redacted] was not available. The same day I went to the web site to file a complaint. I received a response that said I would be contacted within 7 days. As of 1/17/14 I have heard nothing.Desired Settlement: I want my money refunded! I explained to **. [redacted] the day I purchased the items they were for an injury occurring the previous. As the item was not received in a timely manner I bought the item somewhere else. Now the product is not need but my money is.

Review: [redacted]. sold my family two [redacted] chairs, for $1,800 each. These top of the line chairs had a fully warranty for 12 years. The chairs had defective fabric. According to [redacted], the Healthy Back Store was supposed to replace the fabric. I asked the Healthy Back Store to replace the fabric in or around March of 2013. For months, [redacted]. kept promising he would do the repair but he never did. He never even ordered the replacement fabric until July. After 5 months of waiting, I called [redacted] and got them involved. [redacted] promised to send brand new replacement chairs. They only sent one, not two as they had promised. I waited for the second replacement chair for a few more months, but the second chair never came. I got tired of waiting so I demanded a refund on the second chair. [redacted]. promised to provide the refund but never did. As it stands, I paid $3,600 for two chairs which were warrantied for 12 years, and yet I only have one good chair in my possession. I've been completely ripped off.Desired Settlement: The Healthy Back Store and/or [redacted] need to refund the full value of the second chair which I returned. In addition, they should pay me for my time in having to secure enforcement of the warranty. Since March of 2013, I estimate I have spent at least 50 hours on this issue. I regularly bill $450 an hour for my time.

Review: On 2/5/13 we purchased a chair at Healthy Back Store, [redacted], MD [redacted]. The estimated date of delivery printed on our invoice was 2/26/13. Our [redacted] was charged for the full amount of the chair at that time. As of today, 5/24/13, the chair has not been delivered.Desired Settlement: We want the chair.

Business

Response:

Customer took delivery of this chair on wed 6/5 and is very satisfied.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,