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Consumer Complaints

BBB Accredited Business since 08/13/2009

Problem Solver, Inc

Phone: (919) 596-5555Fax: (919) 596-5559

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Customer Complaints Summary

BBB serving New York, NY maintains a report on this company's headquarters location. Please visit http://newyork.bbb.org for details or call (212) 533-6200.

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
04/01/2016Problems with Product / Service | Read Complaint Details
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Complaint
Product sold as steelcase part was not manufactured by steelcase and also provided part that was not of new quality free of all defects.
I called Problem Solvers looking for a replaced arm pad for my Steelcase arm pads. I was told they had the replacement part which I ordered. When I received I noticed one of the pads looked like it needed to be cleaned but on closer inspection I saw there was a defect in the product and also saw 2 other minor defects in the product. Also I found out that this is not a steelcase product for my chair even though this was told that it was steelcase part for my chair.

Desired Settlement
Full refund including shipping.

Business Response
Contact Name and Title: ****** ******, President
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@problemsolver.us
Re: Order No. XXXXXXXX/Inv. XXXXXX

Mr. *******:

It seems you were not getting our return emails that included the pre-paid return shipping label for the return of your arm pads. We have attached that label here.

We did close the office early on Good Friday, 3/25/16 and had sent you the return label around 11:30 am yesterday, 3/28/16.
We apologize that we were unable to meet your expectations on this order an we will strive to improve in the future.
A full refund of $57.94 to your Master Charge ending in XXXX**** will be furnished upon receipt of the arms pads back in our warehouse. Please write RMA XXXXXX on the outside of the package.

Again, our apologies for any inconvenience.

Consumer Response
Hello,

Thanks for your response.

There is no pre-paid postage attachment in this case as stated in your response.

Additionally, there have been no replies to the several emails that I have sent from my GMAIL account. The last email was sent on 3/28. Additionally, there are no emails in my spam folder.

Also, I would like to be refunded in full (including shipping costs). I was sent a product that did not meet my expectations of quality or product type (being manufactured by Steelcase) and also there was no prompt reply, and still is not any conclusion, to this issue.

***


Final Business Response
Per our non-BBB related emails with the customer, we have refunded the customer in full to his MasterCard CC. Refund processed on 3/30/16. A copy of this refund was sent and received by customer on 3/30/16. He confirmed receipt and was satisfied with resolution.

We also no longer require the product to be returned to us due to Customer Satisfaction. We apologize that the product did not meet the customers requirements and will strive for better quality in the future.
Thank you.

Final Consumer Response
The company gave me a full refund.

Could you mark this complaint as resolved amicably?

Industry Comparison| Chart

Retail Office Furniture Suppliers, Used Office Furniture Resellers

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.