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Consumer Complaints

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Elderluxe, LLC

Phone: (773) 376-3776Fax: (773) 376-3779

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
12/18/2013Problems with Product / Service | Read Complaint Details
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Complaint
Slippers ordered 12/3/13, charged to paypal in amt. of $69.95, delivered several days ago. Advertised as women's L size 8-9. (order no. XXXXXXXX). I called and spoke to ******* on day of arrival relaying the info. that these slippers were not of size stamped on shoe. I wear a size 8 and my toes were hanging out the front of shoe; back of shoe uncomfortably sliding off despite fact that shoe is much smaller than advertised. "*******" said he'd process request for return UPS label which would be emailed to me within a couple of days. I emailed company several days later saying I'd not received label. "Concierge" responded with email saying ******* had never told me label would be sent as that isn't their policy. I called explaining the situation to concierge assuring him that indeed, I'd been promised the label. Concierge indicated that I was not telling the truth and proceeded to put up every roadblock he could think of prohibiting my satisfaction. He said the distributor might be sending the label as ******* had said he'd report the sizing problem to the distributor as per the info. I had just provided to Concierge. The Concierge proceeded to ask for the order no. which I produced immediately, then asked for the name of the person who'd sent the email from the concierge. I said it was not signed by any name other than ". He said he wanted a name. I replied it ended w/ "Cheers," no signature. He then offered to send another pair of shoes in yet a larger size. I declined, saying I no longer trusted the company( his attitude was off-putting from the start of the conversation) and telling him again that the shoes slid off back of foot even though they were too small.
He continued to ask questions and disregard answers in an apparent attempt to "catch" me in some way. He then said they would pay for return postage and charge me a restocking fee. This is not acceptable to me as the product was not at all as described & in such cases company should take responsibility. I experienced this man as curt, rude, and uninterested creating any goodwill. He then said they'd send out return label. I thanked him politely. No return label has arrived in my inbox; I experience this company and its representatives to be dishonest, misleading, and inferior with regard to products as advertised and vis a vis customer satisfaction and service. Simply put, this experience has been inferior to any other I've had with regard to these issues. Under the circumstances, I do not see a shipping label on the box and do not know what that cost is. I now have been promised the label two times and it has yet to be emailed to me. When the company provides that label, I will know what to add to the cost of the slippers listed above. In any event, no restocking fee should be charged for an item that is not as advertised.

Desired Settlement
These slippers were advertised as a women's Large (sizes 8-9). They were far smaller than that as my size eight feet hung out the front of the shoe as the back slipped off the foot. So though the shoe was clearly not large enough to contain a size eight foot, they were not designed well enough to hold the heel in place. Upon first calling the company, I was informed that they'd email me a shipping label. When I emailed them asking why I had not received label after several days, a very curt "Concierge" informed me via a return email that I'd spoken to "michael" on my first call, and michael had never promised any such provision as it was not their policy to provide return labels. I told this gentleman that I was telling the truth and did not understand this miscommunication as there had been no ambiguity in his promise to email this label as soon as it was processed. The gentleman to whom I spoke on my second call said he was the Concierge and put up roadblocks at every turn as I tried to solve this inequity. I received a product which was, without question, not as described. It was fair for the company, therefore, to cover return costs.
This man asked for the order number which I provided immediately. (#XXXXXXXX). He continued to ask questions as though he was trying to stump me. Who had sent me the most recent email. Why the concierge had. Well, what was his name. there was no name on the email other than concierge. Well, then there MUST be a name, he insisted.
Referring to his email, I said it was signed Cheers, with no further signature. He then went on to ask question after question finally saying he'd pay for return but charge a restocking fee. I said this would not be fair as the product was NOT a size 8-9 as represented in the catalogue and so marked. We went around and around. He'd send me a bigger pair. I declined. I no longer wanted to deal with this company and as the shoes already were not secure at the heel, this would not solve the problem. (I do to have a narrow heal and wear an average size eight shoe.) He was rude and uninterested in being of any help. The product was not as advertised, the customer service was abysmal, and as I told him I was going to make a report to the BBB, he said, okay I will send you a return label. Look for it in your email inbox. Still waiting.
Product was cleared and paid for through my paypal account on 12/4/13 and listed as a payment to "*******" rather than the company. Dealings with this company have been odd and unsatisfactory in every way. The product that did not meet specifications, the lying about the return label, the rude behavior of the "concierge", the useless and repetitive questioning of this consumer who acted in good faith...
I expect to be reimbursed for the full cost of the product as promised, and to be supplied a return label in a timely fashion with no undue restocking fees. This has cost me both in time and energy. This company lacks fair business practice and integrity.

01/14/2013Delivery Issues

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