ComplaintsforTown and Country Furniture

• Initial Complaint

  09/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  "Buyer Beware" because of a serious knee surgery I had scheduled on 7/31, I knew I would need a lift chair to assist in my recovery. After hearing numerous radio ads by this firm, I felt that they could be trusted to assist me to make `a proper decision in selecting a suitable chair for my needs. Roger showed me a chair that at the time felt good, but not the right fabric. This is where I felt I fell for a "bait and switch" when he showed me another chair that of course was much better in size and fabric, however, at a much higher price. Since time was an issue in addition to the cost of my surgery I decided to purchase the first chair I was shown but one with a different color. After taking delivery I felt the chair was somewhat shorter and tighter for my 6'-2" frame. I called and asked Roger if I could get a larger chair, he said of course, but there would be a 30% restocking charge which amounts to $685. There were no terms and conditions on his paperwork, for which he stated I should have asked at the time. I had a setback with my surgery due to an infection, so that limited my use of the chair until recently. Now the chair has a "chattering" noise in a few functions which I believe would indicate this chair was the wrong size for me. So much for Roger stating that he's the expert in lift chairs. I feel that a 30% restocking fee is exorbitant to say the least on an item that is malfunctioning. I am considering contacting NYS division of consumer protection regarding this charge.

  Business response

  10/12/2023

  Thank you for this information regarding customer **** * ** ************Mr. *********** visited the store several times to learn about our extensive American made lift chair selection. After asking numerous questions and considering his options he made his selection. His claim of "bait and switch" is unfounded. We take all the time a customer needs to make the proper choice. We  deliver free and in his case we discounted the sales tax because he is a veteran like we are. He mentions the chair is making a "chattering" noise hpwever no mention of this has ever been received. We will be happy to investigate the issue at his convenience.Since 1964 we have never had a complaint that was elevated to this level.Thank you,***** *******

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