ComplaintsforMobility Department, LLC

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I needed a lift and reclining chair. I called this company and explained that I was a little apprehensive about buying online without sitting in the chair but I was assured that I could return it without any problem. He also said that customer service is extremely important to them and their customers are top priority! I felt assured about the purchase! I receive the chair in April of 2024 and after 1 night I knew I needed to send it back. I have been calling every week since trying to get them to pickup and remove their chair! This has turned into a highly emotional issue for me. I am a senior, with a limited income and need my money back. The chair is in my way and is a constant reminder of the lies, the loss and the total disregard for my feelings!

  Business response

  07/18/2024

  Dear *****,

  
  For some reason, I am not surprised to find ourselves addressing this issue through multiple correspondences. It's unfortunate, as a bit more attention to our clearly stated return policy on our website beforehand could have saved both of us a great deal of time and frustration. We have a clear return policy link on the product page, checkout page and so on. 

  Lets address the facts: our return policy explicitly requires products to be in their original packaging to return the product. Youve acknowledged that you discarded the original packaging, which immediately disqualifies the return based on our standard terms.

  
  Despite this, we chose to make considerable concessions on your behalf. We offered you a partial refund of $1,000 and allowed you to keep the chair, which costs $2,390 new. If we processed a full return, which would involve a 25% restocking fee and a $500 shipping cost, you would net about $1,300. Simple math here shows a difference of $300, and you would not have the chair.

  
  I urge you to recognize the effort weve made to accommodate your situation despite these clear policy breaches. Most companies would not extend such offers. We did this out of consideration for your circumstances and to provide a resolution beyond what is typically available.

  
  It's essential to understand that the terms and conditions of sales are there to ensure clarity and fairness for all parties involved. They are not merely suggestions but must be adhered to for efficient and fair operations. Your situation, while regrettable, highlights the importance of reading and understanding these terms before making a purchase.

  Also after we returned your money you accused us of lying and saying we didn't process the refund. Well I have the screenshot to prove it...

  
  Moving forward, I recommend a careful review of any future purchase terms to avoid similar disappointments. We at Mobility Department take pride in our customer service and the quality of our products, but we also expect our customers to take a modicum of responsibility for their purchasing decisions.

  Thank you for your understanding, and I hope this resolution will allow us to move forward constructively.

  
  Best Regards,
  *****************************
  Customer Relations Manager
  **********************

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