Liftchair.com

[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 whichwas 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].

 I am appalled that this business' response makes it sound as if I am to blame for their lousy customer service. As of this morning I have received my refund via [redacted]. However I am 100% sure that had I not escalated the issue and opened a claim with [redacted] I would still be waiting. Thank goodness I paid extra for return postage requiring signature confirmation! Also thankful for [redacted]'s great buyer protection! I want to make buyers aware of the horrible experience I have had with [redacted]. I do not want anyone else to be burdened with the challenges of dealing with this company. Regards,[redacted]

First, ask yourself why this company has an "A" rating with the Revdex.com when they have almost twice as many complaints as reviews. Because, you can pay to have a good grade regardless of how you run your business. My 90 year old mom's nightmare began August 29th when she placed an order for a MedLift chair for my frail dad. She was told it would take about 6 weeks. In mid-October she attempted by phone and email to contact Berri Morgan, her representative. When Berri would finally choose to respond, my mom would always get the same response that "the chair was in production". She asked for my help and after a lot of research I was able to contact the President of MedLift who explained that they function like a car manufacturer - they only deal direct with the dealer never knowing who the dealer's customers are. But, he did tell me that once they receive an order from the dealer, it is completed and shipped out in 5 business days. This really scared me because it meant my mom's order had never been placed. After several attempts to call Berri and her mailbox being full, I emailed Ken Morgan, owner of the company. He promised to expedite my mom's order or refund her money. My mom opted for her money back but he has never refunded her. Rather my mom had to call the fraud department of her credit card company and ask them to reverse the charge which they kindly did. My biggest fear is that she is not the only elderly or sick person who has been taken advantage of. Don't let the great prices fool you. As the old saying goes "If it seems to good to be true, it probably is."

In response to the Revdex.com complaint [redacted]. Her son ordered the chair and it was to be delivered via white glove delivery. There seemed to be some issues with the white glove delivery company and they could not seem to connect with [redacted] or his relatives at the...

appropriate time that he requested for this delivery. We are not the delivery company. We have never had any issues in 10 years that I know of with the designated white glove delivery company that was selected by the trucking company to make his delivery. After several attempts to make his delivery without success the manufacturer of the chair chose to select a different white glove company on his behalf. We credited [redacted] the full amount of the white glove fee $178.00 and a little extra to total $200.00 and offered an additional $125.00 discount for the inconvenience. He stated that his mother needed the chair very badly. The chair was in his city ready to be delivered by a different company and he declined. We made every attempt to rectify this situation and give a monetary allowance for the inconvenience. He declined. The order has been cancelled and we will refund his remaining cost of $1126.40  ($200.00 had already been credited). Sincerely, [redacted] liftchair.com

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.

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,

We ordered a lift chair from this company on June 11, 2016. So far it has not arrived. When I call their 800 number, I get a voice mail that says to leave a message and they will return my call. No one ever has. When I call their office number I get a voice mail to leave a message and no one returns my call. I also have someone who seems to be our rep and she has responded but not much. We can't seem to get anyone who knows why it is taking so long to get our chair. I don't think anyone works at their office and we started with one salesman who we can no longer reach.

We are investigating this complaint. We attempted to credit this customer and thought that we had. We will need another 7-10 days to complete our investigation.

class="GINGER_SOFTWARE_mark">Sincerley,[redacted]liftchair.com

We have called Mrs [redacted] on 6-25-14 and left a message on  her answering machine regarding her Lift chair Order [redacted]. The chair is in process and is a heavy duty built to Order chair with heat and massage and memory foam seat and leg rest. The build time on this chair is 6 weeks. I have...

explained this information to Mrs [redacted] on her voicemail and left her a direct phone number to reach me at to answer any questions she may have regarding her order. She is welcome to call me any time on my direct line at [redacted] to bypass the answering service. Our Order sheet does indicate a 6 week build time when Memory Foam is added to the seat and Leg Rest. The chair is well in to production and I will be available to help Mrs [redacted] with any questions she may have. I will be sending her a follow up email as well.

customer service

[redacted] direct

Options

Spice up your lift chair with great options and add-ons.

[redacted] Heat And Massage (Box must be checked to include this option on your order) $222.40

4 massage motors in the back and 2 in the seat. and a heating pad in the low back area. It has wave, pulse and constant modes, variable intensity and frequency, a high, low and off setting on the heat and a 15 and 30 minute timer.

Extra Side Pocket $35.90

Add an extra side pocket to your lift chair.

Fabric Guard $35.20

Add fabric guard to your lift chair to protect it from stains.

Head Pillow $49.90 

A head pillow fits behind your neck to make your chair even more comfortable.

Legrest Extension $110.40

Adds 3.5 inches to the length of the legrest (foot rest).

Memory Foam Seat & Leg Rest $99.00

Memory foam top layer in seat and leg rest. (6 wk build)

Rechargeable Battery Backup (ships separately) $119.00

Will power the chair up and down about ten times if power goes out, and re-charge when power returns.

Straight Lift $15.00

Allows chair to lift straight up to where seat is level and height is 27 to 29 inches.

Spice up your lift chair with great options and add-ons.

[redacted] Heat And Massage (Box must be checked to include this option on your order) $222.40

4 massage motors in the back and 2 in the seat. and a heating pad in the low back area. It has wave, pulse and constant modes, variable intensity and frequency, a high, low and off setting on the heat and a 15 and 30 minute timer.

Extra Side Pocket $35.90

Add an extra side pocket to your lift chair.

Fabric Guard $35.20

Add fabric guard to your lift chair to protect it from stains.

Head Pillow $49.90

A head pillow fits behind your neck to make your chair even more comfortable.

Legrest Extension $110.40

Adds 3.5 inches to the length of the legrest (foot rest).

Memory Foam Seat & Leg Rest $99.00

Memory foam top layer in seat and leg rest. (6 wk build)

Rechargeable Battery Backup (ships separately) $119.00

Will power the chair up and down about ten times if power goes out, and re-charge when power returns.

Straight Lift $15.00

Allows chair to lift straight up to where seat is level and height is 27 to 29 inches.

[redacted] from Lift Chair assisted me in choosing the perfect piece of furniture for a dear friend of mine who has ALS.

I wanted this "assist" chair to not only be comfortable, beautiful and have all the added features; but to include easy maintenance and be hassle free.

Working with [redacted], all of this was accomplished.

I highly recommend Lift Chair to all who need this type of

assistive furniture.

Review: I ordered a liftchair from Liftchair.com, Order #[redacted], had to cancel the order 3 days later (cancelled by phone and E-mail). They cancelled the order, but did not confirm the Email cancellation. They took [redacted] money for the order and did not refund. Their refund policy on their website states 30 days, however they carefully and multiple times states on the phone that it takes "a long time, a couple of business cycles." My inquiries to Liftchair.com were met each time with a request to "give us time to check into that and call us back." When called back they were not available for extended amounts of time (i.e., weeks) until they stopped responding to my inquiries at all. They also have not responded to [redacted] inquiries. Note: Due to extenuating circumstances, I did not report the problem to [redacted] within 60 days; however, this does not alter the fact that Liftcahir.com took the money and did not/will not refund it for a cancelled order.Desired Settlement: Would like for this company to refund the money it clearly owes [redacted] for an order cancelled in a timely manner.

Business

Response:

We are investigating this complaint. We attempted to credit this customer and thought that we had. We will need another 7-10 days to complete our investigation.Sincerley,[redacted]liftchair.com

Business

Response:

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.

I contacted Lift chair on 1/7/14 concerning a replacement part for a MedLift chair which I had purchased for my mother back in 2009. It was such a pleasure speaking to the Technician over the phone. Her name is [redacted]. She was very knowledgeable. I am so glad I spoke to her because I would have ordered the wrong part. It was a pleasure doing business with this company.

Review: I placed an order for a lift chair on Dec 02 2015. On Dec 09 2015 I emailed to see the status of my order. I received an email from Berri M[redacted] stating that the chairs take 3-6 weeks to build and to email him back in a few weeks to check the status. I emailed Mr. M[redacted] on Jan 08 to check the status. I never received a reply. I emailed Mr. M[redacted] again on Jan 14 and again received no response. I placed a call on Jan 16 and was told someone would return my call about this issue. No one ever called me back. I emailed again on Jan 21 informing them I would file a complaint with the Revdex.com if I did not receive a response in a timely manner. 1 day later I have not received a response to at least tell me that they are looking into the issue or anything.

Thus 6 weeks from the max time I was told it would take to build and ship this chair from the time my order was placed would have been Jan 13 2016. Today is 9 days past the max timeline and the liftchair.com people have not/will not respond to my email or phone call. I have paid for said item and to date not received any information about the status of my order, when it will be ready or when it will ship.

I have done what I could to try and find out the status of my order via email and phone call, this company has shown their un-professionalism by repeatedly failing to respond a customers request for information regarding an item that has already been paid for.Desired Settlement: I would like confirmation of when this order will be ready and will it will ship. If this company cannot provide this or if they company states that the order will still not be ready for a few more weeks I would like a refund.

Business

Response:

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]

Review: 1. 4/27/13 part ordered

2. wrong part received

3. 6/9/13 Emailed the error /answered will check and get back to you/no further response received

4. 6/14/13 phoned /asked for prepaid mailing label to return wrong part/will check and get back to you/no further response received

5. 6/17/13 phoned/asked for prepaid mailing label to return wrong part/no further response received

6. contacted well fargo dispute department

7. wells fargo failed

8, 10/11/13 phoned/4th timed contacted/asked for prepaid mailing label to return wrong part/no further response receivedDesired Settlement: They either have the part or they don't.

If they have the part I ordered send it / if they don't have the part remove the charge from my credit card

Business

Response:

Attn Revdex.com Response Department

Regarding Complaint Number [redacted]

Please see encolsed emails sent to our customer Mr [redacted]. We have emailed him to please send the item back for a full refund plus shipping costs. We had originally emailed him on May 17 2013 with instructions for return of item. Apparently he did not see the first email. I will follow up with Mr. [redacted] tomorrow via telephone to assure that he has received the email and to answer any concerns he may have.

Sincerely,

customer service

liftchair.com

###-###-#### direct

Dear Mr. [redacted],

Please see email

that we sent to you on May 17 2013. You originally ordered the

incorrect motor. We authorized a return at that time for you order.

Normally we do not issue "prepaid" return labels. Please return the

motor to the following address. We will send you a check for the cost of

the motor $188.50 plus we will reimburse you for the cost to ship it

back. It is too old to credit the original credit card that you used. I

am sorry you could not contact us on the telephone. I wish you would

have sent an email with your concerns, I would have responded right

away. I am sorry that you felt necessary to contact the Revdex.com of Arizona.

Customer service is very important to us.

Please contact me if you have any questions or concerns.

Sincerely,

customer service

liftchair.com

###-###-#### direct

###-###-####

PLEASE SEND MOTOR BACK TO THIS ADDRESS

ATTN: [redacted]

PLEASE

DO NOT SHIP SIGNATURE REQUIRED. I WILL CONTACT YOU WHEN I RECEIVE THE

MOTOR BACK AND I WILL ISSUE A REFUND CHECK FOR THE MOTOR PLUS THE COST

TO SHIP IT BACK

LIFTCHAIR.COM

ATTN [redacted]

###-###-#### direct

---------------------------------------------------------------

Original email sent to Mr. [redacted] on May 17-2013

May 17

Dear Mr. [redacted],

Please return the lift chair motor you received from us to the following address and write

"[redacted]downard full refund, no exchange"

on the outside of the box.

If

you ever do need the shorter power recliner motor it is our part [redacted]

rather than p107. We would most likely have to custom make it to have it

to your exact measurements, which is an additional 50.00 fee. We do

have a motor in stock, our part [redacted] that is only 10mm and may work

for no upcharge and an even exchange, it you change your mind.

Return to:

Liftchair.com repairs

###-###-####

RE

Order number is: [redacted]

Billing Information

===================

[redacted]1

US

906 346 5672

[email protected]

Shipping Information

====================

US

Shipping Type: Residential

Shipping Method: UPS Ground

Number of Packages: 1

Payment Method: Authorize.Net

ORDER DETAILS UNIT PRICE TOTAL

======================================================================

QTY 1

SKU P107

PRODUCT Okin Betadrive Motor w/ White Moving Block

PRICE $188.50

Please type 11 digit Okin Part Number if you have it. (ie. [redacted]): [redacted]

Subtotal: $188.50

=====================

Total: $188.50

--

Please view our products at www.liftchair.com

View Lift Chair Parts Here

Sincerely,

Liftchair.com

[redacted].

###-###-####[redacted]

1

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 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,

Service was extremely poor. Attempted to contact them by phone and email. Only get an answering service. Replies takes many weeks. Alway told they will look into the matter. Finally received motor which did not match the photos of the motor I sent them. The new motor did not work. Started contact process again. Sent a different motor within two months went bad. Their warranties are written in only their interest. Couldn't return because it was installed. How would you know you have a bad motor if it was not installed? A company to avoid.

Review: Chair ordered on October 4, 2015

Company promised it would be delivered by October 22, 2015.

Chair has been paid for by credit card.

Chair has not been delivered as of today, November 24, 2015

Phone calls to business not answered.

Emails to business not answered.Desired Settlement: Business should deliver chair that has been paid for and that they promised to deliver.

I paid extra fee for set up by delivery people.

Business

Response:

Hello, We are responding to a complaint ID#: [redacted] regarding our customer [redacted] This chair was in route when the customer made the dispute. I had no idea that they had not received their chair. I 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 company. We Never Promise a delivery date for Any customers on Lift Chairs. We try to provide an estimate shipping date from the manufacturer. As of today 11-30-15 I have spoke to Ms. [redacted] The delivery company has called her and communicated with her regarding a date to deliver the chair. I apologize for any delays, etc. I believe this chair was held up due to the holidays. I am pleased that the delivery company responded so quickly and that the chair is scheduled to be delivered. Thank you

Consumer

Response:

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]

LIFTCHAIR IS THE WORSE COMPANY WE HAVE EVER DONE BUSINESS WITH. WE ORDERED CHAIRS FOR THE PARENTS AND WERE TOLD 17 DAYS TIL DELIVERY. IT HAS NOW BEEN A MONTH AND WE STILL DONT HAVE CHAIRS, BUT MY CREDIT CARD WAS CHARGED THE DAY WE ORDERED. CANT GET THEM ON THE PHONE AND NO SATISFACTION WHATSOEVER.

Review: I had ordered a motor part for a liftchair for a resident at the nursing home I work for. When I got the part it did not fit the motor. I boxed it back up along with the part I needed that was broken and sent it priority back to them. I e-mailed them after I had not heard from them in a month. They e-mailed me back and said they did not get it and if I had a tracking number for the package. I gave them the tracking number and said when I looked it up it said it had been delivered to them. I had not heard from them again. I e-mailed them three more times for an answer, but have still not heard from them. I had sent the part back to them on 8/9/2013, e-mailed them with the tracking number on 9/14, e-mailed again on 9/25 and the last time on 10/4 and still no word. The lady at the nursing home that I ordered this for is deaf and dumb and it is hard explaining to her what has happened, but she is not happy at all about it and every time she sees me she shakes her hand at me and gives me a dirty look. I really need to get her chair working again for her as she sleeps in this chair.Desired Settlement: I would like the part that I need for my motor to make it work again. If they don't have the part then they need to refund my cost for the part and send my original part back so I can try and find one to work.

Business

Response:

Hello [redacted],

I am having trouble locating the part you

sent back. When you placed the order for the stroke tube, there was a

place to fill in your motor number. With this information we could have

located the right part for you or let you know we did not have the part

in stock.

According to our terms and conditions agreed upon when you placed the order;

"Items will be accepted for return within 10 days of receipt. You

are responsible for all shipping costs and a 25% restocking fee. Parts

returns are addressed below under "Parts". Returns will only be accepted

if accompanied by a validated return authorization number, which must

be displayed on the outside of the return packaging. Contact

[redacted] to request a return authorize number. By using the

return authorization number you are declaring that you have read and

agree to the terms and conditions outlined herein. Some items are not

returnable as stated below.

Our Return Address is provided in your return authorization email

with your mandatory return authorization number. Returns shipped back to

our shipping address and / or returns without a return authorization

number will not be credited. You must obtain a return authorization

number via email to receive credit for a return. Use of the Return

Authorization Number acknowledges your acceptance of the terms of the

return authorization email and our posted terms and conditions."

Since

we were not able to provide you with the correct return address and an

authorization number, your part was not received correctly. We would be

more than happy to help you get the correct part, but first we need to

know what was wrong with the original part. If the stroke tube was too

long or too short we can help you. If the stroke tube was too wide or

too narrow we will not be able to help you. The part you ordered is for

OKIN motors only. Do you know what brand of motor you have, and what is

the motor number?

If you would not like to proceed with finding the correct part for you, please

let me know and I will issue you a refund.

Thank you,

Review: After purchasing and receiving 3 battery packs from [redacted] on July 30 I discovered that the connectors were different and would not work with my chairs. I immediately attempted to contact the company, leaving multiple messages via telephone and email with no response. After a few days of calling I finally got a response from "[redacted]" on August 5. He gave me the return address and told me, "Once the return has been received you will receive a credit to the card in which was used to place the order within a few days". I shipped the battery packs back to them on August 7. According to [redacted] tracking the returned items were delivered on 8/10/15 and were signed for by K. [redacted]. After not hearing any word from the company for over 2 weeks I made several more attempts to contact them. After the 4th email and phone call I finally got a response from "[redacted]" who said my "credit is in process". That was on August 26. On Sept 3, 2015 I made another attempt to contact the company regarding the status of my return. You cannot speak with a live person whenever calling unless you are placing an order. They tell you to "leave a message and someone will get back to you". However, they do not return calls or messages until you badger them with multiple messages. This company has by far the worst customer service I have ever had the displeasure of dealing with. BUYERS BEWARE!Desired Settlement: I would like refund for the items that were returned and received by this company 26 days ago!!

Business

Response:

[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].

Consumer

Response:

I am appalled that this business' response makes it sound as if I am to blame for their lousy customer service. As of this morning I have received my refund via [redacted]. However I am 100% sure that had I not escalated the issue and opened a claim with [redacted] I would still be waiting. Thank goodness I paid extra for return postage requiring signature confirmation! Also thankful for [redacted]'s great buyer protection! I want to make buyers aware of the horrible experience I have had with [redacted]. I do not want anyone else to be burdened with the challenges of dealing with this company. Regards,[redacted]

Business

Response:

Ms [redacted] was requesting a refund. She was communicated with via email and telephone. She was clearly told that a refund would be issued within 30 days of receipt of return. She did not wait 30 days. We have no control over customers who want to make their own policies. As stated previously, the [redacted] dispute was answered and out of our hands until [redacted] issued the refund.Her REFUND has been issued. It is unfair that Ms [redacted] is still unsatisfied.It is also unfair to slander our business when your particular issue was handled Exactly the way we said it would be. Business's Beware!

Review: My mother passed away before we received the chair, so we cancelled the order. This was back in September, 2014. We should had gotten a refund in 30 days.

As of February 2015 we still have not received our refund. They avoid returning emails or phone calls. I was told on January 6th through an email the check would be sent out in 14 days. I called them again on Thursday , January 29th and actually talked to their employee she said she would call me on Friday to let me know the check number and when the check would be sent.

I did not get a call on Friday the 30th of January. I sent another email and made two calls stating I would take legal action tomorrow if this is not resolved. I could not get anyone on the phone!Desired Settlement: I would like a call or email telling the check has been sent, and actually receive a check.

Business

Response:

We are responding to the complaint regarding the refund for Order [redacted]. This refund was originally submitted to the customer's credit card company automatically and not credited because the customer had closed the credit card account. We have issued a Refund and mailed the Cashiers check. According to the [redacted] the customer received the Refund Cashiers check on 2-6-15. The tracking number for [redacted] was [redacted].The customer has received their requested refund.