I purchased a chair at Med-Tech and it was delivered on Thanksgiving Eve. I can not see well which the Med-Tech salesman knew. After l used the chair for a few days, it caused sciatic pain. I promptly phoned Med-Tech the Monday after Thanksgiving and they refused to accept the chair back and refund my money. For the first time l was told there was a 48 hour return policy. The proprietor of the store admitted that there was no difference in the chair and that Med-Tech itself was closed for 2 days during the Thanksgiving holiday. He claimed that the policy was put in place so Med-Tech did not have to refund money.
I would like Med-Tech to pick up the chair and fully refund the money paid for the chair.
To Whom it May Concern:
In response to the consumer complaint CIC 14-14228 ******* *******
Med-Tech has a return policy in effect at our store, also a separate return policy for our online store. Differences occur for various reasons such as shipping direct from vendors, pricing, items carried online but not in our store or vice versa as in the case of the chair Ms. ******* purchased in our store and subject to in store policies. Ms. ******* was in our store Tuesday November 25th for about forty-five minutes and sat in the chair and tried all the features of the chair and then said she was going to think about it. After making a purchase of compression stockings she returned to the chair and sat down again she then told ***** that she would like to purchase the lift chair. ***** charged her for the wrong chair and realized the mistake after Ms. ******* had left the store, ***** then called Ms. ******* and explained what happened, he voided the receipt for the over charged transaction and Ms. ******* gave ***** her credit card number over the phone so we could charge the correct amount. A revised copy was sent to her. We delivered the lift chair on Wednesday, November 26th and did not hear from her until Monday, December 1st when she called she stated that she wanted to return the chair because it made her back hurt. Ms. ******* was reminded of our return policy she was upset and said she would have her "attorney" contact us and hung up. We have a return policy visible at the register and at the bottom of her receipt. No attempt was made by Ms. ******* to contact us of any problem from the time of delivery Wednesday the 26th until Monday morning the 30th Med-Tech was closed Thanksgiving and open Friday and Saturday also we have an answering machine she could have utilized to leave a message with her concerns.
A couple of hours later her daughter called accusing us of elder abuse and giving us reasons of why we should take back the chair. We explained to the daughter of our 48 hour return policy therefore we would not consider taking back the chair.
Since 1996 Med-Tech has provided services to the elderly and disabled. We believe in assisting the residents of our community to live a more independent and safe of lifestyle, but like any other business we have a return policy which we consider fair for both Med-Tech and our customers unfortunately not all agree with it. We have made inquiries with furniture stores in the area policies vary from 48 hours to four days and one with no returns at all.
Enclosed you find our return policy, pictures of the return policy at the register, the original receipt of over charged, the corrected receipt, delivery receipt and a copy of the complaint. Please contact me personally if you have any questions.
(see complaint online)
I recently submitted a complaint to the Better Business Bureau regarding Med-Tech Systems. This letter is in response Med-Tech's response to my complaint.
I am 83 years old. I have macular degeneration and I therefore cannot see well. Med-Tech sells merchandise for individuals with various physical disabilities and needs. I went to Med-Tech to purchase stockings that assist with circulation. In addition to macular degeneration, I have had two knee replacement surgeries. While I was at Med-Tech the sales clerk informed me about chairs they sell that are designed to make it easier for older people like me to get out of the chair. What he never told me was that if I purchased such a chair and it was unsatisfactory, I had only 48 hours within which to return it.
The chair was delivered on Thanksgiving eve. Over the Thanksgiving holiday weekend, I attempted to use the chair but discovered that it inflamed my sciatic nerve. As a result, the chair was too painful to sit in. On Monday, when I believed the store would be open, I contacted the store and informed them that the chair was causing me pain and that I therefore needed to return it. It was at this point that for the first time I was told that Med-Tech imposed a brief 48 hour return period on customers who bought their expensive lift chairs. I was not told this when I purchased the chair. Med-Tech claimed that it had this policy written down but, no doubt as with many of the older people in its customer base, I did not know this and had no ability to see it. The Med-Tech sales clerk knew that I could not see because he had to show me where to sign on the sales slip since I could not see it for myself. Moreover, no large print document containing the policy was discussed or presented to me.
Although the chair was in no different condition on the day I phoned to have it returned than it would have been on the day Med-Tech claims it needed to be returned, Med-Tech refused to accept the chair. I believe that Med-Tech is taking advantage of older people such as myself. Obviously only older people with physical challenges would be interested purchasing a lift chair. I asked my daughter to speak to Med-Tech and when she asked the owner why he would not accept the chair back he indicated that he had created his short 48 hour return policy so he would not have to refund money to customers like me. It was evident from communicating with the owner that he has deliberately created a return policy to keep older people from returning expensive merchandise that they cannot use. Moreover, by failing to tell people about the return policy at the time of purchase, Med-Tech has all but insured that people like me will unwittingly part with over a thousand dollars for useless merchandise.
I hope that the Better Business Bureau can assist in ending this type of practice. I hope that the chair can be returned and my money refunded. If not, I hope that other customers will not be victimized by this company and its practices.
******* ******* (see rebuttal online)
Final Business Response
To whom it may concern:
I would like to clarify a couple of points.
1.) We were not closed for 2 days for Thanksgiving; Med-Tech was closed only on Thursday and not on Friday.
2.) Med-Tech's return policy was not created just for you or as an excuse not to return someone's money. Med-Tech's policy has been in effect for many years. It is based on other local furniture retailer's policies.
3.) The first complaint you lodged was with the Attorney General's office and they determined we did nothing wrong.
4.) The large print return policy is plainly posted on the sales counter next to the registers, and is also on the bottom of your sales receipt.
Med-Tech is willing to return to you on your American Express card the amount of $250.00 and you may keep the chair to sell. We will also honor the remaining warranty to whomever you sell the chair to. (see hard copy online)
Final Consumer Response
In the recent response from Med-tech, the company offered to refund $250 of the purchase price. All amounts offered to be refunded from $250 to the full sum are welcomed (see hard copy online).