OfficeChairs.com

Customer contacted us Monday 01/05/to return the chairWe advised her she would be getting a return label once we received a return authorization from the vendor, within hoursCustomer contacted us via phone and email the same day, 01/looking for return informationWe advised her of the hour window in which the vendor to issue a return authorization We informed the vendor of the damages as customer stated, but customer refused to send photosVendor issued RA after 5PM Central time on 01/ UPS pick up service was requested at 9:30AM central time on 01/08/15, label [redacted] We informed customer of such pickup request at that timeUPS will be calling customer to make scheduled pick up request Once the chair is picked up by UPS, which they will make three pick up attempts to the customer location, we will be issuing refund in full to customer This refund will be back to the customer by early to mid next week [redacted] Customer Service Team Lead ###-###-#### [redacted]

My concern is why UPS came to pick up the item and yet did not pick up the packageI am unwilling to issue a refund if the customer is not cooperating with the stipulation of the returnThe item must be in its original packaging and in resellable condition in order for us to issue creditIf UPS felt this package was not in an acceptable shipping package, they will not pick upPlease provide more information

[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,
*** ***
UPS picked up the chair on 1/13/@ 4:pm est, once the box was taken to their truck there was a lot of noise downstairs it sounded like they were trouncing the box or tearing it open, it left here in good condition what happened afterwards is not my responsibility nor do I understand the comments made by OfficeChairs/Lancaster to you, especially when I received an email from * *** saying that I would be receiving a credit for $that I paid for the chair within the next few days
I sincerely hope that this is finally over

Customer contacted us Monday 01/05/15 to return the chair. We advised her she would be getting a return label once we received a return authorization from the vendor, within 48 hours. Customer contacted us via phone and email the same day, 01/05 looking for return information. We advised her of...

the 48 hour window in which the vendor to issue a return authorization.
We informed the vendor of the damages as customer stated, but customer refused to send photos. Vendor issued RA after 5PM Central time on 01/07.
UPS pick up service was requested at 9:30AM central time on 01/08/15, label [redacted]. We informed customer of such pickup request at that time. UPS will be calling customer to make scheduled pick up request.
Once the chair is picked up by UPS, which they will make three pick up attempts to the customer location, we will be issuing refund in full to customer.
This refund will be back to the customer by early to mid next week.
[redacted]
Customer Service Team Lead
###-###-#### [redacted]

Review: The chair that arrived from OfficeChairs.com had issues; chair smelled like lubricant made me ill, the seat was marred and the back of the chair was open, I requested a return, please see their guarantee:

Risk-Free Guarantee

Make your office chair purchase with confidence with our exclusive RISK FREE GUARANTEE! If you don't like your chair, simply call us within 30 days of receipt, repack chair in original packaging, and we will pick it up and send you a full refund (limit of 2 chairs). With low prices, free shipping, our full 9 year product guarantee and great service, OfficeChairs.com makes shopping risk free and easy! Offer valid only in the 48 contiguous states

Since my initial contact I have been told that they are waiting to hear from Vendor, once they hear from Vendor they will send me a return-label, I even called on Monday and was told I would have to wait 12-48 hours but it is past that and I have received no response, it would only take a phone call from them to UPS or FedEx to come and pick up chair, therefore I don't understand what the hold up is, doesn't their guarantee mean anything?Desired Settlement: I want them to pick up their chair and issue me a refund for the full amount that I paid ($157.52)

Business

Response:

Customer contacted us Monday 01/05/15 to return the chair. We advised her she would be getting a return label once we received a return authorization from the vendor, within 48 hours. Customer contacted us via phone and email the same day, 01/05 looking for return information. We advised her of the 48 hour window in which the vendor to issue a return authorization.

We informed the vendor of the damages as customer stated, but customer refused to send photos. Vendor issued RA after 5PM Central time on 01/07.

UPS pick up service was requested at 9:30AM central time on 01/08/15, label [redacted]. We informed customer of such pickup request at that time. UPS will be calling customer to make scheduled pick up request.

Once the chair is picked up by UPS, which they will make three pick up attempts to the customer location, we will be issuing refund in full to customer.

This refund will be back to the customer by early to mid next week.

Customer Service Team Lead

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

Business

Response:

My concern is why UPS came to pick up the item and yet did not pick up the package. I am unwilling to issue a refund if the customer is not cooperating with the stipulation of the return. The item must be in its original packaging and in resellable condition in order for us to issue credit. If UPS felt this package was not in an acceptable shipping package, they will not pick up. Please provide more information.

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.