Initial Business Response /* (1000, 5, 2016/01/07) */
Contact Name and Title: Deb [redacted], Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@frontier.com
It is my understanding the Mr. [redacted] went to our Indianapolis store and ordered this chair for his wife. It is also my...
understanding that she is unable to make the trip herself.
We explained to Mrs. [redacted] when she called here, that due to the holidays, our service manager was unable to get to her home. She told me that she would have her husband text me photos of the chair that she sits in regularly so that we could get a feel for what she needs. We never received the pictures.
Since that time, our representative has been to her house to look over the situation. We are working with the manufacturer to come up with the best model for her. They just went back to work on January 4 after their annual holiday shutdown.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their Indianapolis rep did come to my house and saw the reason why this chair is ill-fiited for my wife. The rep told us last Saturday that they were going to have another chair brought out this Saturday the 9th to see if it fit her. I just called the rep back to verify the delivery time. He said he would have to call fort wayne store and he'd call me back. So far ....no phone call.
Initial Business Response /* (1000, 5, 2016/02/08) */
Contact Name and Title: [redacted], Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@frontier.com
Mrs. [redacted] came to us in early June to purchase a twin bed. She was moving into a smaller place and needed a smaller bed. She...
tried the lift chair at that time and said that after she moved, she would be in to order the chair. She wanted to get a feel for the space in her new home. She came into the store July 7 to order the chair. She tried the chair again at that time and chose the fabric. She signed the order, knowing that it was a special order fabric, and that we were ordering the chair in for her. She has never called in to tell us that the chair had any issues as far as stitching problems or a button coming off, both of which are covered under warranty. As far as her not like the lift chair, the chair that she tried several times in the showroom was the identical lift chair, just a different fabric. When she called and talked to [redacted], she was going to come in to the store. He talked to her a couple of times that she wasn't feeling well. Then she asked him about upgrading her bed to a full size. He said that they talked about taking the chair in as payment for the size upgrade difference. Mrs. [redacted] picked out the fabric and special ordered the chair. We will be happy to take a look at it and fix any warranty issues that there may be.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hardly recognize their version of events! They cannot "fix" the "warranty issues" - they are defects in basic construction! How are they going to make an uncomfortable-to-sit-in chair any more comfortable? Or correct the crooked stitching clear across the back? When every time I have called him, he promises to "see what he can do," but never calls me back (repeatedly) - and I did go to the store to check out other chairs-twice! He refuses to accept that this chair has defective construction, is not even comfortable to use. Yes, I did special order it. Do they not stand beyond their merchandise? We never did talk about "a size upgrade"! I do not want a larger chair! This chair was defectively constructed!!! And, yes, I have told him so. And yes, I do not feel well, any time. I have moved from my home to a retirement apartment because of this. It has now been MONTHS that I have battled him on this chair; I have gone to the store, called numerous times. He says he "will see what he can do, will call me back" and done NOTHING! I refuse to be stuck with this uncomfortable, defectively constructed chair!
Final Consumer Response /* (4200, 21, 2016/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They delivered a seriously flawed recliner! Do they not stand behind their merchandise? They were paid for a first-class chair. I have a most uncomfortable, crooked-stitched in design, two-of-four-design buttons falling off within months (yes, they can easily be fixed, but what does that say about quality of construction when they fall off within months?).
Worst is-it is so uncomfortable to use, both seat and back cushions!
My daughter-in-law looked at it and exploded. "Mom, look how crooked the stitching is across the back." They keep asking me what Niagara is going to do about it. I wonder that too.
I WILL NOT pay them one cent to make this right! They delivered a defective recliner, and I insist they make this right.
Final Business Response /* (4000, 19, 2016/04/07) */
We missed the deadline to respond due to illness, and the hospitalization and eventual death of [redacted]'s father.
In our response to the Attorney General, we offered to pick up the chair for a 15% restocking fee ( this is noted on the bottom of the order that Mrs. [redacted] signed) and a [redacted] pickup charge. This will cover the cost of the two men required.
Thanks.
[redacted]
Initial Business Response /* (1000, 5, 2016/01/07) */
Contact Name and Title: Deb [redacted], Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@frontier.com
It is my understanding the Mr. [redacted] went to our Indianapolis store and ordered this chair for his wife. It is also my...
understanding that she is unable to make the trip herself.
We explained to Mrs. [redacted] when she called here, that due to the holidays, our service manager was unable to get to her home. She told me that she would have her husband text me photos of the chair that she sits in regularly so that we could get a feel for what she needs. We never received the pictures.
Since that time, our representative has been to her house to look over the situation. We are working with the manufacturer to come up with the best model for her. They just went back to work on January 4 after their annual holiday shutdown.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their Indianapolis rep did come to my house and saw the reason why this chair is ill-fiited for my wife. The rep told us last Saturday that they were going to have another chair brought out this Saturday the 9th to see if it fit her. I just called the rep back to verify the delivery time. He said he would have to call fort wayne store and he'd call me back. So far ....no phone call.
Initial Business Response /* (1000, 5, 2016/02/08) */
Contact Name and Title: [redacted], Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@frontier.com
Mrs. [redacted] came to us in early June to purchase a twin bed. She was moving into a smaller place and needed a smaller bed. She...
tried the lift chair at that time and said that after she moved, she would be in to order the chair. She wanted to get a feel for the space in her new home. She came into the store July 7 to order the chair. She tried the chair again at that time and chose the fabric. She signed the order, knowing that it was a special order fabric, and that we were ordering the chair in for her. She has never called in to tell us that the chair had any issues as far as stitching problems or a button coming off, both of which are covered under warranty. As far as her not like the lift chair, the chair that she tried several times in the showroom was the identical lift chair, just a different fabric. When she called and talked to [redacted], she was going to come in to the store. He talked to her a couple of times that she wasn't feeling well. Then she asked him about upgrading her bed to a full size. He said that they talked about taking the chair in as payment for the size upgrade difference. Mrs. [redacted] picked out the fabric and special ordered the chair. We will be happy to take a look at it and fix any warranty issues that there may be.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hardly recognize their version of events! They cannot "fix" the "warranty issues" - they are defects in basic construction! How are they going to make an uncomfortable-to-sit-in chair any more comfortable? Or correct the crooked stitching clear across the back? When every time I have called him, he promises to "see what he can do," but never calls me back (repeatedly) - and I did go to the store to check out other chairs-twice! He refuses to accept that this chair has defective construction, is not even comfortable to use. Yes, I did special order it. Do they not stand beyond their merchandise? We never did talk about "a size upgrade"! I do not want a larger chair! This chair was defectively constructed!!! And, yes, I have told him so. And yes, I do not feel well, any time. I have moved from my home to a retirement apartment because of this. It has now been MONTHS that I have battled him on this chair; I have gone to the store, called numerous times. He says he "will see what he can do, will call me back" and done NOTHING! I refuse to be stuck with this uncomfortable, defectively constructed chair!
Final Consumer Response /* (4200, 21, 2016/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They delivered a seriously flawed recliner! Do they not stand behind their merchandise? They were paid for a first-class chair. I have a most uncomfortable, crooked-stitched in design, two-of-four-design buttons falling off within months (yes, they can easily be fixed, but what does that say about quality of construction when they fall off within months?).
Worst is-it is so uncomfortable to use, both seat and back cushions!
My daughter-in-law looked at it and exploded. "Mom, look how crooked the stitching is across the back." They keep asking me what Niagara is going to do about it. I wonder that too.
I WILL NOT pay them one cent to make this right! They delivered a defective recliner, and I insist they make this right.
Final Business Response /* (4000, 19, 2016/04/07) */
We missed the deadline to respond due to illness, and the hospitalization and eventual death of [redacted]'s father.
In our response to the Attorney General, we offered to pick up the chair for a 15% restocking fee ( this is noted on the bottom of the order that Mrs. [redacted] signed) and a [redacted] pickup charge. This will cover the cost of the two men required.
Thanks.
[redacted]