Liftchair.com

Hello, We are responding to a complaint ID#: *** regarding our customer *** *** This chair was in route when the customer made the disputeI had no idea that they had not received their chairI spent all day on the telephone on Wednesday and found out the chair had shipped
and was delayed at the shipping hub to be picked up by the white glove delivery companyWe Never Promise a delivery date for Any customers on Lift ChairsWe try to provide an estimate shipping date from the manufacturerAs of today 11-30-I have spoke to Ms*** The delivery company has called her and communicated with her regarding a date to deliver the chair. I apologize for any delays, etcI believe this chair was held up due to the holidaysI am pleased that the delivery company responded so quickly and that the chair is scheduled to be delivered. Thank you

On 7-this customer ordered a customized chair in a color that is now unavailableMy first attempt to resolve the issue was to call the residence which I didThe couple has many caregivers deciphering the incoming calls to the customerAt that time the customer said she only wanted the color
they chose and there was no other optionI tried to explain that we were not able to obtain this color unless we chose a different chair that this color was available withThe customer declined and did not understand fully what I was sayingI then proceeded to email the daughter and customer regarding this issueI did not hear back in a timely fashionI received a call from a caregiver and spoke to her about the issueShe stated that the alternate color option would be permitted for the chairI then proceeded to email the customer and daughter to get the final okay regarding the issue before proceeding. After receiving verification that the alternate color would be permitted we changed the order and proceeded with the chairWe also removed an option in order to attempt to expedite the chairBy the time the order was in processed and had shipped the customer called and emailed with threatening action to cancel the orderWe cancelled the order and asked for the chair to be returnedThis order was an example of miscommunication and not entirely our faultThe order has been cancelled and the refund is in process per our stated and agreed upon terms and conditionsThe customer will receive an email when the credit has been processed. Sincerely,Berri M***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution tho not not entirely accurate would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Customer service was not satisfactory, causing undue stressOnce the carrier took over - all went smoothly and the chair was delivered and setup ontimeThank you r&l carriersService surpassed liftchairs assistance
Regards,
*** ***

Our Customer *** *** issued an email to withdraw the complaintThe issue has been resolved. Thank you *** ***
***602-686-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I ordered a chair on April 9 and was told it would probably be delivered on April 13 since it was in stock. I called the company on April 12 and was told the chair had not been shipped and it could be cancelled. No mention was made of a cancellation fee. My credit card was charged $860.20. Although I called the company several times, no refund was given until June 11 when a 10% cancellation fee was charged. Bad I service!

It is not the fact that the chair is taking so long. The real problem is the lack of communication that this company provides. It took three days of constant calling to first get a response. And their response was," uhhh I don't know where your chair is or if it is even being made. But let me get back with you tomorrow."    Then I would not hear from them until I called and emailed them again for 3 days, only to get the same exact response. This Is unacceptable. I am a business owner myself and I would be out of business if I handled my customers in this manner. I will drop this complaint only after receiving my product, as so far I can not trust anything they say.[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Carol M[redacted]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] bought 3 akkupaks from our business and did send them back. We requested the tracking information for the delivery and did not receive a response for several days. After researching the return we did locate the return . The return was received on August 10, 2015. I emailed...

[redacted] on 8-26-15 and indicated to her that her refund was in process and that refunds are processed within 30 days of receipt of the return. I also indicated that the refunds are usually credited to the original credit card used for purchase. If that method cannot be credited a refund check will be mailed. The return/ refund was in the process, however on 9-7-15 [redacted] filed a [redacted] Dispute, therefore we are unable to credit her due to a dispute being filed. Our polices our clearly posted. Our policies  state that a refund may take 1-2 billing cycles. We were processing her refund within 30 days, which is in a timely fashion. We handle returns via email to avoid confusion and misinterpretation. It does not help when a customer continuously calls when we handle refunds via email to avoid confusion. The [redacted] dispute has been answered and now instead of our company issuing the refund [redacted] is handling the refund. I do not how long they take to issue the refund. If [redacted] would have waited the 30 days which was stated in the email to her dated 8-26-15  the refund would have been done by yesterday.Customer Service is important to us. I hope [redacted] has received the refund from [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  They sent me a new back for the chair, how ever I was not able to put it on the chair and had to have my son put it on for me.  I don't know what they would have done if my son was not here to get in put on.  It is on and this case can be closed.Thank you
Regards,
[redacted]

Liftchair.com promised me in an email that the chair would ship by October 22.According to their response, the chair has been sitting at the "hub" for over a month?What a pitiful response!They could have just admitted they messed up and apologize instead of acting like it was normal procedure.[redacted]

Please see enclosed copy of the email I sent to Mr. [redacted]. His correct amount to be refunded is $1449.00 and he is aware of this. I hope this satisfies our complaint and it can be closed as resolved at our end. Please let me know if you need any further information.

Hello,We have emailed the customers son with the following shipping information for Order [redacted]----------------------------------------------------------------------...⇄ see enclosed shipping information for our customer [redacted] Order [redacted]SHIPPED VIA THE FOLLOWING:[redacted] EXPRESS TRUCKING[redacted]THE TRACKING NUMBER IS  [redacted] Express will deliver the chair to the following white glove delivery company for final delivery to you:ACS-Inc-Orlando[redacted]
[redacted]Attn: Allan or Bob--------------------------------------------------------------Thank you

Hello,In regards to this complaint. This chair is a custom order chair as the customer is aware. Custom orders can take 6-8 weeks As posted on our website. This customer became is desperate need of their chair due to a medical condition. We were able to receive information today that the chair is...

shipping tomorrow. I have emailed the customer to let them know we will email them the shipping information as soon as we receive it. Our emails /communication must have crossed . We will email you and the customer with the shipping information as soon as it becomes available. Thank you.

[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 would like to reply to the businesses claim about 24 hours. If they had taken the time to thoroughly read my email they would have noticed I mentioned that I emailed on Jan 08 and never received a response, called a few days and never received a response, then emailed and asked for some sort of reply on jan 21 which I did not receive any type of reply within 24 hours.  So for them to say that I only gave them 24 hours to respond is either a lie or a response from someone who failed to read the complaint in it's entirety. I would also like to note that My order date was Dec 02 and was told a 3-6 week lead time. 6 weeks after dec 02 2015 is Jan 13 2016. The chair shipped on 1-19-16. 1 week later than the 6 weeks. A good business practice is if a customers item will take longer than originally anticipated to email/call them and let them know there will be a delay.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
[redacted]

In regards to this complaint this customer had emailed looking for an order that they sent a check in the mail for. We did not show receipt of the payment, nor has a check or payment been cashed. I emailed this customer back telling asking her what address she sent the check to. She responded that...

she mailed the check to the address indicated on the website. I told her I would research this further. I did NOT ask her to mail another check. I emailed this customer tonight and told her we would send the part she ordered, even though we have not received the payment. I told her we would research it further and if I do not find the check I will let her know. This way she can have the part she needs for her husband as customer service is very important to us. I am hoping that this will close and resolve her complaint to her satisfaction. The part is mailing via the following:[redacted] Priority MailShipping Method: Priority Mail Label Tracking Number: [redacted]  Shipped Date: 11/6/16Thank you for your assistance.

This order has shipped and the customer has been notified. This complaint must have crossed in the mail. Please find enclosed shipping information below:Dear Mr. [redacted],Your Lift Chair Order # [redacted] has shipped via the following:Averitt Express...

Trucking[redacted]
*
[redacted] You should be able to track it at the link above within 24-48 hours. Thank you! We appreciate your patience.

Revdex.com:
I have reviewed the 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.
I was promised it would take 4/5 weeks for the motor to be ready and was promised the motor would be shipped in 5 business days, now as of this date it will be shipped when ready, which is it, July 28th it will be 8 weeks,a nswers please.
Regards,
[redacted]

Regarding Complaint for [redacted] please see copy of email sent to him on 1-22-16. His chair has shipped and is in route. He did not even allow me 24 hours before making a complaint.  Dear Mr. [redacted]Your Lift Chair Order [redacted] has shipped on 1-19-16 via the following:[redacted]...

[redacted]The Tracking Number or Pro Number is [redacted]You should be able to track the chair at the link above. I am sorry you felt the need to make a Revdex.com complaint. You didn't even give me 24 hours to respond to your email. I apologize that I didn't respond sooner. I hope you can contact the Revdex.com to let them know you have received the shipping information.Please view our products at www.liftchair.comView Lift Chair Parts HereSincerely,Berri Morgan Liftchair.com[redacted] email:  [redacted]