Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed on order for the massage chair from Senior.com around the second week of February. They delivered the massage chair around first week of March. I found the defect on the chair within 10 minutes right after they installed the massage chair at my house. I called the delivery guy asking for help. They told me to call the Senior.com. On the same day, I was able to contact the company and they said they will figure out what to do. I asked for full refund of $4,659.21 and asked them to take the massage chair back as soon as possible. Since I took a picture of the chair and they acknowledged the defect. They said they will refund me. After couples of day, I got a random call from the manufacture company saying that I can get the repair instead of refund. I told them I do not want the repair because it is a brand new chair Also I told them I do not know why I even have to speak with the manufacture company. After waiting for awhile, I havent heard anything back from the Senior.com and called them and asking for the full refund. They delayed the process of refund. I got a phone call today, saying that I need to pay for the restocking fee. I do not know how much I need to pay for the restocking fee but It is not my fault at all to send the defected chair so please help me get full refund from this company. I am seeking for the consumer right. Thank you,*****************

  

  Business Response

  Date: 03/21/2023

  We are currently working with the customer and the manufacturer Osaki to schedule a pick up for teh custoemr as he wants to return the item for a refund. becuase the item is a large massage chair, we must have a technician go out to the home to disassemble the unit. 

• Initial Complaint

  Date:09/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/11/2022 I ordered from Senior.com order #SE64003 a standing bariatric trapeze with trapeze bar and paid by **** the sum of $995.00 I received tracking number that did not produce any tracking information so I called and was told that they had just been notified by FED EX that the item was damaged during Transport and "***" said that FED EX was returning the item to the warehouse. They said they would locate another for me. After several excuses for why the item did not arrive I asked for a refund so that I could locate one somewhere else. Finally on Sunday, August 14, 2022 I went outside on the patio and saw a very large tattered box leaning against my driveway gate. (I have pictures) The box was pretty much trashed. it had been torn open in several places and the only contents left inside were three large pieces of the frame. There was no assemply hardware or instructions and the trapeze bar and chain were missing. I attempted to contact them and was put in touch with *****************************, a very nice lady who asked me to send pictures which I did. I did not here from her and contacted her again asking about the refund. She told me to put in a request for review in the returns section. I did that. She further told me that they would contact me to let me know if a refund would be made or not. This is the worst customer service I have experienced in quite a while. My husband is disabled and happens to be a very large man. I am his sole caretaker, he has no other family and I have none here in NM. I really can't afford to just allow them to keep my money and they are showing no interest in resolving this issue. Thank you for anything you can do to encourage them to resolve this matter.******************,Mobil Phone: ************ Landline: ************

  

  Business Response

  Date: 01/17/2023

  I am terribly sorry your issue has not been resolved. i have contacted ******** who was assisting you to reach out to you as soon as possible to get thsi resolved. Thanks you or teh explanation and images

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an OPTP PRO-ROLLER super soft foam roller 36x6x1 from Senior.com on July 3rd for $49.42 and received the following order number: SE63497. I received an email on July 5th that a label at **** was created. Since then i have received no updates, my credit card was billed, and the item has never been received by **** for shipment. I have attempted to contact Senior.com through their online website chat feature, in which no one responded in the 15 minutes I waited, submitted a form to cancel my order & never received any response. I wish to receive a full item refund ASAP as I no longer trust that this company works in good faith.

• Initial Complaint

  Date:06/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 20 pack of what was advertised as KF94 Antibacterial Face Masks - Individually Wrapped. But what I was sent are NOT authentic KF94 masks. There was no branding on the packaging and it bore no markings of an authentic KF94 mask. Senior.com falsely advertised these as being KF94 masks but they are NOT real KF94 masks. When I reached out to get a refund and/or the correct masks, the owner ignored my emails. He asked me to send a photo of the masks I was sent and I did so. It has been 12 days since he asked me for the photos and he has been radio silent since. DO NOT PURCHASE FROM SENIOR.COM; the owner is falsely advertising products and refuses to remedy the problem.

  

  Business Response

  Date: 01/17/2023

  The masks that this customer ordered are exactly what is advertised and what the custeorm received. These masks have no brand and there is no brand associated to them as they are manufacturer to be private labeled and branded as requested by dealers. These are KF94 masks as advertised and we sell millions of them every year. The customer had every opportunity to return them as long as they were unopened and unused. Furthermore these are sealed individually wrapped masks as advertised as well. I am not sure what the customer was expecting

• Initial Complaint

  Date:06/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15, I ordered a zero gravity chair because I had surgery on May 18 and would not be able to sleep in a bed for at least 2 weeks because of the location of my surgery and it was suggested I sleep in a recliner or zero gravity chair. I ordered it a month in advance to be certain I had the item for my post surgery recovery. I ordered on amazon but the item was sold by senior.com. On May 15, 2022, I paid $2,693.15 for amazon ORDER # ***-5346780-2327415. The item was supposed to arrive April 27 (what was advertised on Amazon when I bought it) but it didn't arrive by April 27. I got a courtesy call from senior.com shortly after purchasing the chair letting me know there was a third party delivery service involved, but it was not indicated that they would be delivering the chair almost 3 weeks later than what was quoted on Amazon when I originally purchased it. The other issue is with the return policy. Senior.com offered me only about 35% of my money back and then suggested I sell the chair on ********** and acknowledged that I would get more of my money back that way than if I pursued a return with senior.com. I am requesting a full refund for the amount I paid senior.com and for senior.com to take logistical and financial responsibility for collecting the chair from my apartment. I am still recovering from surgery and not able to lift things or do strenuous exercise for at least 2 more weeks. This has been a nightmare and I feel vulnerable and taken advantage of and cannot imagine senior citizens or other folks who are recovering from major surgery going through the same thing I did. If senior.com cannot afford to align with amazon's shipping timelines and return policy, senior.com should not be allowed to sell items on Amazon.At this point, the last thing I heard from **** was he would contact me early next week after he finds out when a pickup can be scheduled form the third party shipping company.full context attached

  

  Business Response

  Date: 06/09/2022

  The customer Ordered teh chair with white glove delivery service. This chair ships with a *************** to a local white glove delivery company who then has to speak to the customer to schedule the delivery. The customer schedule the delivery, the white glove company came to his home and set the chair ** in his home. He received the chair and then realized he ordered the wrong chair. The customer had received a refund already and in order to set up any return, the customer needed to pay for teh chair he received. the custeorm paid for teh chair and then wanted to return it. We told him all of the fees associated to a return. He is wanting teh white glove delivery company to come back to his home, disassemble the chair, box it up and ship it back. For that type of service, there are additional fees. We informed him of these fees and said since the item is brand new, he would honestly have an easier time selling it himself on ********** instead of going through that type of return so he could get as much money back as possible. We gave him all of the White glove delivery companies information to schedule the return. The customer already has an RMA and all the necessary Information to return the chair. After multiple phone conversations walking him through the process, it is the customs responsibility to return the chair. He is also welcome to take teh chair apart himself, box it up and return it or return it personally to our location in southern CA. All of this has been relayed to him. 

  Customer Answer

  Date: 06/09/2022

  I would like a full refund and the company to remove the chair from my apartment for the reasons specified isnt he documentation provided. The response by the company does not address my complaint.