Complaintsforbtod.com

• Initial Complaint

  10/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction- 8th Sept 2022 Billing amount - $582.03 Product - Eurotech **** Chair Seller - BTOD.com Order - ****** I ordered the product from btod.com and expected to receive the product soon. A few days later, the delivery status changed to delivered but the item itself never arrived at the location. I started an email conversation with the seller and due to some delayed response initially, I went ahead and filed a dispute with my credit card company instead.My dispute was also rejected because the business provided documentation including a tracking ID and a photo.I looked at the photo and it has some boxes in it (also attached below). I cannot even make out the surroundings of the boxes or where they were delivered. How is this a valid proof of delivery?My cctv also did not pickup any activity from the claimed delivery date after which I am sure that the item was delivered to a wrong location.At this point I have all but lost hope and truly dissapointed with the way seller is handling this, since they now tell me that the case was closed due to a delayed response from my side (during my ongoing dispute). I just want a refund now because I am in a lot of pain due to my back problems and because of which I ordered this costly chair. I am okay now even with sitting in my old damaged chair because all this mess created by the shipper.

  

  Business response

  12/14/2022

  Dear *****************************,

  We apologize for the missing ***** delivery.   Your full refund has been issued.  We apologize for any inconvenience.   

  At BTOD we care deeply about our customer experience, so I want to thank you for reaching out.

  Please feel free to contact me directly with any concerns or issues. Thank you again for your thoughtful feedback.
  

  Sincerely,

  ********** *********************

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date was 9/28/21. Purchase price paid was $1,065. The nature of dispute is company shipped a fully assembled defective Nightingale Presider High Back Executive Office chair. Issue now is that instead of company shipping a new fully assembled chair, they want to reship only a part of the chair - a chair back. We cannot be responsible for taking a heavy chair apart and reassembling chair parts for any reasons. We expect a fully assembled chair as replacement since that is what was shipped initially and what we purchased. Through numerous emails and several months later, we were led to believe management would be shipping a fully assembled replacement chair to be advised later they can only ship a chair part. They provided a $100 credit on a $1065 defective chair which is insufficient . Again, in order to resolve we need the company to reship an identical replacement to what we purchased initially - a fully assembled Executive chair.

  

  Business response

  04/27/2022

  After delivery of the chair, the customer's original complaint was that the chair did not have the proper lumbar adjustment system that she had ordered. She wanted an adjustable lumbar system that we did not offer on our website. The model we sell is listed as "Built-in Lumbar Support". This is listed in the specs on the website and there is no option to change the lumbar system on the website. The customer claimed that they spoke to someone on the phone that told her it would have this adjustment system. After listening to the conversations had with the customer and our sales team, we did not hear any discussion of the optional adjustable lumbar support being added. The customer was sent 2 different quotes for this chair matching the specs she was requesting and neither of the quotes reflected the adjustable lumbar support system the customer claims she ordered. 

  
  On 11/15/21, the customer confirmed that they had received the chair and it was not damaged. The customer confirmed specifically that there was no damage to the leather. On 12/13/21, we received a message that the leather was now damaged. There was a slight scrape in the leather that was not there after being inspected after arrival. The damage to the chair occurred well after delivery which made it a warranty claim. Even though the customer damaged the chair, we still filed a warranty claim with the manufacturer, Nightingale Chairs. Nightingale went above and beyond what is typically done in this situation and approved the shipment of a brand-new backrest. Once the customer learned that Nightingale would send a new backrest, she asked for them to send the one with the adjustable lumbar system she had been complaining about originally. This request was denied by Nightingale as that upgrade was not paid for and the warranty covers the exact chair ordered and not upgrades or changes to the chair.

  
  Once this request was denied, the customer started requesting a full brand-new chair be sent. They didnt feel as through they should have to replace the back themselves. Nightingale will send replacement parts at no charge, as shown above, but rarely will a warranty claim require an entire chair to be replaced and this is not one of those situations. The warranty does not cover any labor associated with making the repairs or replacing the parts. I have attached Nightingales full warranty terms and conditions. 

  
  The customers chair was not defective when it arrived. The damage she is claiming that makes it defective was caused by her. In most cases, a warranty claim would have been denied here under the warranty clause The Warranty does not apply to: Damage caused by abuse, misuse, accident, or negligence. The warranty claim was still honored. We then gave her a $100 credit to use to get help replacing the 3 screws required to make the swap on the backrest. The customer was never led to believe that she was getting a full credit for the chair because the customer has refused managements phone calls. The President of our company has reached out numerous times in an attempt to help resolve this issue with the customer and has not been able to get the customer to answer his calls or call him back. We feel BTOD and Nightingale have gone above and beyond normal practices to help to resolve this issue. 
  
  
  

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We reject the companys response and note that they have provided numerous inconsistencies and miscommunications.
  

   - On the day of delivery, we contacted the original salesperson and advised him that: a) the heavy fully assembled chair was delivered in a paper box without any chair packaging, along with the fact that the box was damaged and that we would be inspecting further to advise if any deficiencies were discovered.
  

  - Note we had repeated calls with the salesperson in advance of placing our order and were clearly led to believe we were ordering a chair that offered lumbar adjustment. The chair we received did not have any lumbar adjustment and we communicated that to the company numerous times after delivery. They claimed the chair we ordered offered a built-in lumbar adjustment, however, the chair did not have any built-in adjustment. We went back and forth with the company explaining what we were told at the point of sale but they were clearly not interested in correcting the issue. At that time, we decided to keep the chair and agreed we would outreach after further inspection due to the chair packaging.

  - After further inspection, we contacted the salesperson and sent several pictures of the chair damage in several areas. The matter was sent to **************** to handle and she advised us on the phone and by email that she would review with senior management and contact the manufacturer and get back to us as to when we could expect the replacement chair.
  

  - Through repeated calls and emails to ****************, she finally emailed us back to advise that the company would not replace the fully assembled chair, but rather only a chair part.

  - We were told we would be shipped a replacement chair, which in our expectation was what was shipped to us initially a fully assembled chair. Therefore, we advised the company that we would not accept a chair part but rather a fully assembled chair mirroring what we were shipped originally.

  - It is a false statement to allege the chair was not damaged upon arrival when we specifically advised the salesperson on the day of delivery of the condition of shipment packaging and that we would follow-up if damage was identified.

  - It is disheartening that the company would say such an absurd and inaccurate statement that we caused the damage to the chair, we could have never caused such damage to the chair. The company acknowledged that the damage occurred and they would be sending a replacement as a result. They are only making this allegation since they told us we would be sent a replacement to later tell us we would be sent only a chair part.

  - To offer a $100 credit for a $1000 defective chair purchase is both: unethical and unacceptable.

  - We have not received any communication, either via phone or email from the Companys President. We have sent numerous emails to the attention of the Company President as a Presidential Complaint in the hopes of a response. Our last email communication was sent end March 2022, and to date we have not received an outreach from the president.

  - It is clear that this company is not forthright and is making false allegations. Again, our expectation is to receive a fully assembled chair or a full refund. As a consumer, we are not responsible to remove and reinstall chair parts, including but not limited to, screws, pins, arms, backs, legs, etc. This function is the manufacturers responsibility to ensure that parts are installed and function correctly as to not injure consumers.
  
  

  Regards,
  
  ******************************

  Customer response

  05/09/2022

  I have not heard from or received a reply from the company since my 4/27/22 response.  Thanks.

  
  

  Customer response

  05/20/2022

  In good faith, we filed the claim with BBB with the expectation of your assistance in this matter of implied fitness for use. You have asked that we provide a written warranty of the manufacturer's agreement to send a fully assembled chair vs a replacement chair part. We do not have such warranty to provide except that through communications with the distributor ********, we were led to believe senior management would replace the chair.  Then after a month or so of communications, we were advised they would only replace the chair back.  As we've stated, we were shipped a fully assembled chair initially never having to put the chair together and expected the same as a result of receiving a defective chair. 

   

  If the company does not want to honor its commitment to sell non-defective products and ship customers a new chair based on the fact that is what they shipped initially, we would be willing to accept a new, replacement chair back. It is not the outcome we expected nor deserve, but are willing to accept a replacement in this long-standing matter. Thank you. 

   

   

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