Ms [redacted] , I have spoken to your son [redacted] about the lift chair Our chairs do have a day return policy and we will be picking up the chair next week and issuing a credit for the return of the chair I will follow up with [redacted] on Monday, August 29, 2016, for the day we are scheduled in your area of town and once the chair is inspected we will refund I'm sorry this has taken a little longer than it should have but it will be taken care of immediatelySincerely, [redacted] ***Operations ManagerQueen City Med Mart [redacted] ***
Mr [redacted] ,I am very sorry you were not happy with the charges you incurred with the return of the non returnable special builder chair You listed the chair was not the size specified during the ordering process On our website we have a Buyer Tip and Guideline video and you are able to choose by Category the type of chair you want Once you choose the Category you can see the size, manufacturer, features, weight capacity, seat width, back style, fabric, user height, user seat width.I have attached the return policy listing builder chairs are not returnable As you have listed in your complaint after several conversations Med Mart did allow the return of the chairLift chairs have a restocking fee and original shipping fees.At this time the VP E-Commerce would send a $gift certificate to be used on line or in the retail store Sincerely, [redacted] ***Operations Manager
I spoke to [redacted] on 9-15-to confirm what she had told our delivery driver about her satisfaction with the new bed we delivered on 9-08- She was satisfied with the new bed and we are working to try to earn her satisfaction with our store personnelI gave [redacted] my company cell phone number [redacted] I also told her I did have a meeting to find out why the replacement took so long to deliver and found it to be the repair/delivery person thought Cincinnati was shipping the new bed There was a miscommunication and the bed did not get ordered until someone spoke to me and Tony A It was immediately ordered and delivered the next day I have reminded my staff in Dayton to communicate with each other and of course get me involved I appreciate [redacted] working with me if any other needs she may have.Sincerely,Sheila E [redacted] Operations ManagerQueen City Med Mart Inc
[redacted] ***, I am sorry that it took so long to respond in writing to the complaint We did take immediate action and made sure the chair was being shipped to you before Christmas as was the goalThe financing was started on 12/11/and it did take until 12/15/to be finalized Both of the orders were placed at the same time to our warehouse in the evening of 12/15/2015, they spent 12/16/in processing and both orders were shipped on 12/17/and tracking information was sent to you As listed on the attached [redacted] tracking log, the actual delivery was Tuesday 12/22/ As stated in the letter from the eCommerce VP Dave L***, his job is to make sure each and every customer has a pleasant experience I know we did get the chair in a timely manner and hope we can regain your patronage.Sincerely,Sheila E***Operations Manager
Mr [redacted] Complaint # [redacted] I am attaching the live chat that started on Tuesday, February 9, 2016.On March 14, @1:22PM [redacted] did talk with you about getting a foot extension adding 2-inches to the overall length of the chair I also included the sizing from the manufacturer The seat depth in a large lift chair is 22” and the tall is 24” The floor to top of seat in a large is 20.5” and the tall is 22.5” You stated the back is only taller, but the seat to top of back on a large is 28.5” and the tall is 30”.I have also included the return policy again to list in separate statements that custom heat and massage lift chairs are not returnable.I can still offer the foot extension at no charge
[redacted] I have spoken to the owner and reviewed the contact date of 10-27-before calling Med Mart and had him listen to the message you left Julie about getting a refund for the broken lift In that conversation you just spoke about the broken lift being refunded and Julie sent the new lift since you did not say anything about procuring another lift.I can refund $to your credit card and issue a $in store credit for merchandise.Sincerely,Sheila E***Compliance Officer
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The offer of $150 store credit is unacceptable. My parents caregiver made every effort to call Medmart to notify them that the lift arrived damaged and unusable on 10/12/17. She was told by Medmart after describing the issue/damage to not use the machine. She was told by Medmart that this was a shipper problem and that we should call [redacted] to pursue a claim. We did that on October 13th with pictures and email correspondence information attached. My Mom was in desperate need of this lift on 10/12/17, so she could move back home from skilled nursing care. When the Medmart lift arrived damaged and unusable, we had to find other alternatives immediately, we could not wait for a replacement lift from Medmart. We tried calling repair places and rental places until we could find something we could use. [redacted] took several weeks to finally notify us that the lift showed up to them damaged and that they would not be doing anything with the claim. [redacted] provided a DCN (Discrepency Confirmation Notice) stating that they did not cause the damage and would not be responsible for this on 10/27/17. They suggested we should call Medmart to have it picked up and a get a refund. That's when I notified Medmart again about the problem. I contacted Medmart via voice mail on 10/27/17 stating that [redacted] would not handle the damage claim and that we needed to have the damaged lift picked up and a return issued. At no time did I say that I wanted a replacement. I understand that Medmart has a return policy. In that policy, it states that if we return the merchandise, a restocking fee will be applied. I understand that if I receive working merchandise and decide that I do not need/want it anymore, then I should have to pay a restocking fee. I don't understand how can we can be shipped a damaged and unusable product, report it immediately, be told by Medmart to basically handle this ourselves by having to call ***. Then file a claim with [redacted] the next day (within the 48 hour window for damage claims). Then being denied by [redacted] because they received the lift damaged from medmart. We (the customer) are being held accountable for $641 for having a broken and unusable lift shipped to us. We did not waste time reporting this. Had Medmart not told us that the lift being damaged was not their fault and to call ***, we wouldn't be in this situation. I've attached a copy of an email received from Medmart where they say that [redacted] can attest to the lift being delivered as damaged (Damage Acknowledgement pg 3 circled in blue).Medmart is adhering to their return policy to defend keeping the $641 restocking fee. I am saying that the return policy restocking fee does not apply because we did not receive working usable equipment which was reported the same day via phone the day it arrived. And with a claim filed to [redacted] the very next day 10/13/17 by us. When I called Medmart to have the lift RETURNED, I never asked for a replacement lift. They sent one anyway. We do not need a replacement lift as we had to scramble to find one on 10/13/17 that is suitable for our needs from a different source. My parents are retired and are dealing with fast declining health. Their financial resources are limited with little income to support themselves. Every dollar counts for them. I will not allow Medmart to take $641 of my parents money because THEY sent us a broken lift. Bottom line, we are being told by Medmart that we have to pay for their mistake by shipping a broken lift to us and then telling us it's not their problem and that we should call ***. We do not have anything to show for the $641 Medmart is keeping from my family. The right thing to do is issue the full credit and be done with this. Regards, [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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Ms [redacted] , I have spoken to your son [redacted] about the lift chair Our chairs do have a day return policy and we will be picking up the chair next week and issuing a credit for the return of the chair I will follow up with [redacted] on Monday, August 29, 2016, for the day we are scheduled in your area of town and once the chair is inspected we will refund I'm sorry this has taken a little longer than it should have but it will be taken care of immediatelySincerely, [redacted] ***Operations ManagerQueen City Med Mart [redacted] ***
Mr [redacted] ,I am very sorry you were not happy with the charges you incurred with the return of the non returnable special builder chair You listed the chair was not the size specified during the ordering process On our website we have a Buyer Tip and Guideline video and you are able to choose by Category the type of chair you want Once you choose the Category you can see the size, manufacturer, features, weight capacity, seat width, back style, fabric, user height, user seat width.I have attached the return policy listing builder chairs are not returnable As you have listed in your complaint after several conversations Med Mart did allow the return of the chairLift chairs have a restocking fee and original shipping fees.At this time the VP E-Commerce would send a $gift certificate to be used on line or in the retail store Sincerely, [redacted] ***Operations Manager
I spoke to [redacted] on 9-15-to confirm what she had told our delivery driver about her satisfaction with the new bed we delivered on 9-08- She was satisfied with the new bed and we are working to try to earn her satisfaction with our store personnelI gave [redacted] my company cell phone number [redacted] I also told her I did have a meeting to find out why the replacement took so long to deliver and found it to be the repair/delivery person thought Cincinnati was shipping the new bed There was a miscommunication and the bed did not get ordered until someone spoke to me and Tony A It was immediately ordered and delivered the next day I have reminded my staff in Dayton to communicate with each other and of course get me involved I appreciate [redacted] working with me if any other needs she may have.Sincerely,Sheila E [redacted] Operations ManagerQueen City Med Mart Inc
[redacted] ***, I am sorry that it took so long to respond in writing to the complaint We did take immediate action and made sure the chair was being shipped to you before Christmas as was the goalThe financing was started on 12/11/and it did take until 12/15/to be finalized Both of the orders were placed at the same time to our warehouse in the evening of 12/15/2015, they spent 12/16/in processing and both orders were shipped on 12/17/and tracking information was sent to you As listed on the attached [redacted] tracking log, the actual delivery was Tuesday 12/22/ As stated in the letter from the eCommerce VP Dave L***, his job is to make sure each and every customer has a pleasant experience I know we did get the chair in a timely manner and hope we can regain your patronage.Sincerely,Sheila E***Operations Manager
Mr [redacted] Complaint # [redacted] I am attaching the live chat that started on Tuesday, February 9, 2016.On March 14, @1:22PM [redacted] did talk with you about getting a foot extension adding 2-inches to the overall length of the chair I also included the sizing from the manufacturer The seat depth in a large lift chair is 22” and the tall is 24” The floor to top of seat in a large is 20.5” and the tall is 22.5” You stated the back is only taller, but the seat to top of back on a large is 28.5” and the tall is 30”.I have also included the return policy again to list in separate statements that custom heat and massage lift chairs are not returnable.I can still offer the foot extension at no charge
[redacted] I have spoken to the owner and reviewed the contact date of 10-27-before calling Med Mart and had him listen to the message you left Julie about getting a refund for the broken lift In that conversation you just spoke about the broken lift being refunded and Julie sent the new lift since you did not say anything about procuring another lift.I can refund $to your credit card and issue a $in store credit for merchandise.Sincerely,Sheila E***Compliance Officer
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The offer of $150 store credit is unacceptable. My parents caregiver made every effort to call Medmart to notify them that the lift arrived damaged and unusable on 10/12/17. She was told by Medmart after describing the issue/damage to not use the machine. She was told by Medmart that this was a shipper problem and that we should call [redacted] to pursue a claim. We did that on October 13th with pictures and email correspondence information attached. My Mom was in desperate need of this lift on 10/12/17, so she could move back home from skilled nursing care. When the Medmart lift arrived damaged and unusable, we had to find other alternatives immediately, we could not wait for a replacement lift from Medmart. We tried calling repair places and rental places until we could find something we could use. [redacted] took several weeks to finally notify us that the lift showed up to them damaged and that they would not be doing anything with the claim. [redacted] provided a DCN (Discrepency Confirmation Notice) stating that they did not cause the damage and would not be responsible for this on 10/27/17. They suggested we should call Medmart to have it picked up and a get a refund. That's when I notified Medmart again about the problem. I contacted Medmart via voice mail on 10/27/17 stating that [redacted] would not handle the damage claim and that we needed to have the damaged lift picked up and a return issued. At no time did I say that I wanted a replacement. I understand that Medmart has a return policy. In that policy, it states that if we return the merchandise, a restocking fee will be applied. I understand that if I receive working merchandise and decide that I do not need/want it anymore, then I should have to pay a restocking fee. I don't understand how can we can be shipped a damaged and unusable product, report it immediately, be told by Medmart to basically handle this ourselves by having to call ***. Then file a claim with [redacted] the next day (within the 48 hour window for damage claims). Then being denied by [redacted] because they received the lift damaged from medmart. We (the customer) are being held accountable for $641 for having a broken and unusable lift shipped to us. We did not waste time reporting this. Had Medmart not told us that the lift being damaged was not their fault and to call ***, we wouldn't be in this situation. I've attached a copy of an email received from Medmart where they say that [redacted] can attest to the lift being delivered as damaged (Damage Acknowledgement pg 3 circled in blue).Medmart is adhering to their return policy to defend keeping the $641 restocking fee. I am saying that the return policy restocking fee does not apply because we did not receive working usable equipment which was reported the same day via phone the day it arrived. And with a claim filed to [redacted] the very next day 10/13/17 by us. When I called Medmart to have the lift RETURNED, I never asked for a replacement lift. They sent one anyway. We do not need a replacement lift as we had to scramble to find one on 10/13/17 that is suitable for our needs from a different source. My parents are retired and are dealing with fast declining health. Their financial resources are limited with little income to support themselves. Every dollar counts for them. I will not allow Medmart to take $641 of my parents money because THEY sent us a broken lift. Bottom line, we are being told by Medmart that we have to pay for their mistake by shipping a broken lift to us and then telling us it's not their problem and that we should call ***. We do not have anything to show for the $641 Medmart is keeping from my family. The right thing to do is issue the full credit and be done with this. Regards, [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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]