ComplaintsforMobility Masters

• Initial Complaint

  09/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February ******* I purchased a Flex-A-Bed Premier Adjustable Bed. Purchased online. Due to unclear advertising, the bed did not meet my needs as a disabled person. I paid $3698 for the bed. Although I purchased the bed in California they wanted for me to pay shipping charges to the factory in ******* and I would get less than $100 refunded. I am willing to pay reasonable restocking charges.

  

  Business response

  09/26/2024

  The customer did purchase the Flex-A-Bed Premier from our website in February 2024.  He is stating that due to unclear advertising the bed did not meet his needs.  Here is a link to the product information that the customer purchased.  Flex-A-Bed Premier: *********************************************************************. Our website has detailed information as well as product brochure that explains the features and specifications of each bed. 

  After he purchased this bed, he contacted us because he wanted to return the bed or exchange the base for the Hi-Low model. We contacted the manufacturer who worked up the charges in order to return or exchange the bed.  The issue with the return/exchange being so expensive is the cost of freight to and from the manufacturer in ********  We understand that he purchased this bed from our company that is in California however the manufacturer is in ******* and unfortunately there is nothing that either we or the manufacturer could do to lower these costs.  Once we explained the costs to the customer, he told us that he did not want to do anything and that he was going to throw the bed away.

  We always want our customers to be satisfied with their purchases and unfortunately if the customer ordered the wrong bed there is nothing more that we can do other than try to work with them and the manufacturer to resolve the issue, which we did.  

  At this point, we are past the return policy window to return or exchange the base of this bed for the customer.  I have spoken to the manufacturer to see if they would be open to exchanging or returning this bed and to see if the freight charges have come down (which they have not, they are actually more now) and they are not willing to do so.  Please see our return policy below:

  Return Policy for the Premier:
  Please inspect your product upon delivery. If the product is damaged or is not the correct product, please refuse the delivery. If your item was delivered without a signature and is damaged or incorrect please call Customer Service.
  - After 7 business days beds are no longer returnable  
  - For hygienic safety and per *** regulations, mattresses even if unused, are non-returnable.
  Once accepted, the following conditions apply:
  - This item has a 11% Restocking Fee.
  - You are responsible for the cost of return shipping and original shipping
  - Product must be in the original packaging.
  - The item must be in new condition; unused. Indications of use include, but are not limited to: Dirty wheels (if applicable), scratches on frame, scratches to the remote (if applicable).
  - All accessories and chargers include in the beds box must be returned. EX. Remotes, and cords.
  - Items canceled after the product has already shipped will be considered a return.
  - Unfortunately, delivery service fees, including White Glove Delivery are not refundable.

   

  Customer response

  09/27/2024

   
  Complaint: 22315323
  
  I am rejecting this response because: bed height was not adjustable only foot and head. Return shipping charges should be to point of purchase not factory other side of ***
  
  Sincerely,
  
  ***** ******

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