Healthy Back Brand Holdings

Review: *The Store involved is Healthy Back Store in [redacted], CA [redacted]

*I bought two very expensive [redacted] CXO chairs for $1939.48

*One of the chairs developed major cracks in the plastic shell which created a problem with the arm structure (it would go down in you put your elbow on it. )

* Approximately, Sept 2013 I took one of the chairs back to Healthy Back Store in [redacted]. The chair was examined with the assurance that this problem was certainly covered by warranty. I was advised that since the store was moving I could not leave the chair with them.

*Over the next seven months, I made numerous phone calls to [redacted], **, [redacted] and others. Always the story was that the manufacturer in Canada was hard to deal with but they were expecting the replacement part at any time

*In January 2014, [redacted], the store manager, came to our premises and verified the part numbers. He said he would be sending over a temporary chair which never happened.

* I continued to phone with no result. I visited the store in March 2014 at which time it was revealed that [redacted] had been transferred due to lack of performance and that a new store manager was appointed.

*Cheryl, the new manager, phoned me and then announced that the chair was not covered by the warranty and I would have to fix the chair at my own cost. Apparently, using a company script, she just kept saying she was sorry that I had the problem with the chair but it was not the store's problem.

*I am very angry that the company had so little concern about customer service. The fact that I had spent time over seven months dealing with the store about the problem was of no concern of the new manager. Also, the warranty for [redacted] clearly states that the plastic shell was guaranteed for 10 years.Desired Settlement: I would like a new [redacted] CXO Hi Blk chair. I would say I would be happy with a repair of my current chair but I have little confidence that the store would follow through.

Business

Response:

Customer has been provided with brand new chair.Thanks!

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.

Review: On 4/21/13 I purchased a [redacted] massage chair. The chair was on sale and a floor model. The manager who sold it to me (Kevin J.) reassured me repeatedly that the Healthy Back (HB) store would provide a warranty on all parts of the chair if any problems were to arise. Knowing that the chair was a floor model, I would not have purchased it without this guarantee. A few months after the purchase, the chair motor and parts failed. I contacted HB only to learn that Kevin, who had sold me the chair, had been let go by HB. I explained the situation to the new manager (Lavonda). She said that she would look into the matter and get back to me. Weeks later and several unreturned phone calls and emails, I got a hold of Lavonda. She shared that the chair was NOT under warranty and that I had been misled. In fact, I could have purchased a warranty at the time of sale but it was never offered to me. Lavonda stated that due to the misinformation HB would provide me with replacement parts free of charge. I contacted the manufacturer to provide HB with the needed part ID numbers. Weeks went by. Lavonda said she placed a "purchase order" for the parts and that they would be arriving in the store. More weeks went by. I contacted HB only to learn that Lavonda had left HB and it had a new manager (#3). Again, promises to remedy the situation. Weeks went by with no resolution. Manager #3 leaves HB and is replaced by Justin. Justin says the he is determined to resolve the issue. He looks into it and I am told that the manufacturer has stopped making the parts to the chair and the parts were never ordered. I am offered a credit at the store. This appeared to be a reasonable offer until I looked at the current options of all HB products and nothing came close to the chair that we had purchased. Justin leaves HB. Yet another manager takes his place (Andre). I ask to be contacted by the regional manager. I am told repeatedly that he will be in touch but he never calls. Weeks go by. It has been over a year. No result.Desired Settlement: Given the fact that I was sold the chair under false pretenses, not given the option to purchase a warranty, could have had the replacement parts had the HB staff been competent prior to the manufacturer producing them and there being no comparable product to replace it with, I believe a refund is a reasonable request. Not to mention the time, energy and effort on my part and the appallingly poor customer service, inattentiveness and unprofessionalism on HB's part.

Consumer

Response:

[redacted] (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.