- Report: #304249
Complaint Review: Takemi Select Wholesale Outlet Health - Friendship For Life - Melbourne Florida
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Takemi Select Wholesale Outlet Health - Friendship For Life
300 North Drive Melbourne, 32935 Florida, U.S.A.
Phone:
800-841-2409
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Takemi Select Wholesale Outlet Health - Friendship For Life Another Takemi Select Rip-Off In Progress, There Seems to be a Pattern Here Melbourne Florida
I ordered a 3000 model massage chair from the Takemi Select Wholesale Outlet in time to get it for a Christmas gift for my husband. On their website they promise 3-5 business days for delivery. I received the chair on about January 18th; I ordered it on about December 20th. When they called and said I would not get the chair until mid-January, I asked what happened to 3-5 days for delivery. They said, "Oh that was for 'processing.' I told Mike/Robert/Steve (or whatever his actual name is) that "shipping" does not mean "processing," and no one would confuse the two, but I had no recourse.
Strike One.
When I got the chair nearly a month after ordering, it was of inferior quality and actually caused pain the massage process, pressing directly in the spinal cord. Obviously this was not the satisfaction that they guaranteed "no questions asked," and after a few days, the pulsing thigh massage stopped working. Yes, it broke. So I began the process of trying to get the chair replaced.
All was going fairly well when Mike/Robert/Steve told me that I had to return the chair in the original packaging or no return was possible. Of course I expected to like and keep the chair, so naturally I recycled the packaging. No original package, no deal said Mike/Robert/Steve.
Here is a quote from his email on the subject:
To return the chair and receive a refund requires that the chair be returned in the original box and packaging. I am sorry that with out the original box and packaging, I cannot issue a Return Merchandise Number for the return of the chair. I am sorry.
Strike Two.
But the packaging requirement was for the guarantee, which they were obviously not going to honor. Did it also apply to the warranty, since the chair broke? I guess I'll never know since Mike/Robert/Steve and the half dozen other people I emailed at the company, stopped responding to my emails.
Strike Three.
Then I discovered this site and decided to help warn consumers. Maybe this will also get them to honor their warranty. HERE IS THE LATEST COPY OF MY EMAIL TO Mike/Robert/Steve:
Mike/Robert et. al.,
I find it positively incredible that this is now my 4th email attempting to accomplish the very simple goal of returning a BROKEN chair (3000 model), with which we are obviously not satisfied, and purchasing a MORE EXPENSIVE chair (11000) to replace the one which is BROKEN and UNDER WARRANTY.
AND YOU HAVE SIMPLY STOPPED RESPONDING TO EMAILS ABOUT THIS UNRESOLVED ISSUE. That is inexcusable.
Your claim that the warranty is only good if I retained the original packaging, is bogus, and even if that was your policy, it is superseded by Maryland law. You seem to believe that your "original packaging" requirement relieves you of the obligation to fulfill your warranty. That is simply not the case. Maryland law does not allow you to give bogus warranties or to make false or misleading claims in your advertising.
You have already made false and misleading claims in your advertising on countless occasions so far, in our short "friendship for life" including, but certainly not limited to your claim of shipping in 3-5 business days, which turned out to be nearly a month. And now you're simply not responding to the requirement to make good on your warranty, which is turning into another false statement. Certainly all of the glowing testimonials on your website do not match my experience. Do those constitute more false statements?
Now, I'm going to ask once more: Can we please arrange the simple task of returning the BROKEN CHAIR and purchasing the MORE EXPENSIVE CHAIR?
I will continue to insist that you make good on your warranty and will not accept "NO," for an answer. If you persist in your non-response, I will file a complaint with the Attorney General and a law suit. I certainly do not want to do that, but again, I'm not going to let you take advantage of the situation, when I purchased a very expensive chair, and am offering to purchase another, more expensive chair. Please, let's not go there. None of us need the hassle, aggravation, expense or publicity that will generate.
CustomerIsAlwaysRight
Bethesda, Maryland
U.S.A.
Strike One.
When I got the chair nearly a month after ordering, it was of inferior quality and actually caused pain the massage process, pressing directly in the spinal cord. Obviously this was not the satisfaction that they guaranteed "no questions asked," and after a few days, the pulsing thigh massage stopped working. Yes, it broke. So I began the process of trying to get the chair replaced.
All was going fairly well when Mike/Robert/Steve told me that I had to return the chair in the original packaging or no return was possible. Of course I expected to like and keep the chair, so naturally I recycled the packaging. No original package, no deal said Mike/Robert/Steve.
Here is a quote from his email on the subject:
To return the chair and receive a refund requires that the chair be returned in the original box and packaging. I am sorry that with out the original box and packaging, I cannot issue a Return Merchandise Number for the return of the chair. I am sorry.
Strike Two.
But the packaging requirement was for the guarantee, which they were obviously not going to honor. Did it also apply to the warranty, since the chair broke? I guess I'll never know since Mike/Robert/Steve and the half dozen other people I emailed at the company, stopped responding to my emails.
Strike Three.
Then I discovered this site and decided to help warn consumers. Maybe this will also get them to honor their warranty. HERE IS THE LATEST COPY OF MY EMAIL TO Mike/Robert/Steve:
Mike/Robert et. al.,
I find it positively incredible that this is now my 4th email attempting to accomplish the very simple goal of returning a BROKEN chair (3000 model), with which we are obviously not satisfied, and purchasing a MORE EXPENSIVE chair (11000) to replace the one which is BROKEN and UNDER WARRANTY.
AND YOU HAVE SIMPLY STOPPED RESPONDING TO EMAILS ABOUT THIS UNRESOLVED ISSUE. That is inexcusable.
Your claim that the warranty is only good if I retained the original packaging, is bogus, and even if that was your policy, it is superseded by Maryland law. You seem to believe that your "original packaging" requirement relieves you of the obligation to fulfill your warranty. That is simply not the case. Maryland law does not allow you to give bogus warranties or to make false or misleading claims in your advertising.
You have already made false and misleading claims in your advertising on countless occasions so far, in our short "friendship for life" including, but certainly not limited to your claim of shipping in 3-5 business days, which turned out to be nearly a month. And now you're simply not responding to the requirement to make good on your warranty, which is turning into another false statement. Certainly all of the glowing testimonials on your website do not match my experience. Do those constitute more false statements?
Now, I'm going to ask once more: Can we please arrange the simple task of returning the BROKEN CHAIR and purchasing the MORE EXPENSIVE CHAIR?
I will continue to insist that you make good on your warranty and will not accept "NO," for an answer. If you persist in your non-response, I will file a complaint with the Attorney General and a law suit. I certainly do not want to do that, but again, I'm not going to let you take advantage of the situation, when I purchased a very expensive chair, and am offering to purchase another, more expensive chair. Please, let's not go there. None of us need the hassle, aggravation, expense or publicity that will generate.
CustomerIsAlwaysRight
Bethesda, Maryland
U.S.A.
3 Updates & Rebuttals
Customerisalwaysright
Bethesda,Maryland,
U.S.A.
The Customer IS Always Right
#2Author of original report
Sat, February 09, 2008
OK, so it's not quite as glorious as the company reports, given that I had to fight a very tough battle for this victory, but in the end, the President of Takemi Select, named Brian, did come through. He replaced the original, inferior 3000, which ultimately broke, with the top of the line chair, the 12000 at no extra charge! That 12000 chair is impressive! It's like a vacation in a chair. And I would recommend if you want a great chair, cross the 3000 off of your list and look at the other, highly superior models. So as the person who filed the original report says, if you get to the President, he will make it right in the end. He may not make it easy, but he will make it right. The President makes a good point that people are constantly trying to rip off the company, by for example returning chairs after a single use, say, the Superbowl. He says that it is tough for them to distinguish between the customers who have a real problem and the scam artists. I must say, once Takemi Select determined, through their rigorous process, that I was for real, they got the new chair, to me within days and sent me a broken part immediately. They have been very responsive since.
Office Of The President
Melbourne,Florida,
U.S.A.
Again, we have exceeded this customer's expectations
#3UPDATE Employee
Sat, February 09, 2008
Upon hearing about this complaint, we immediately went into action to help the customer! This customer was quickly contacted on behalf of the Office of the President, and within days we had shipped a much nicer chair to her at absolutely no cost as a way of expressing our regret for her inconvenience. She seemed quite pleased and was very thankful that we had made things right. This type of response to a customer issue is not the exception but the norm for our company. We strive to provide the absolute best customer service possible, and we are always available to handle our customer's issues. Although we have hundreds of satisfied customers, if someone is unhappy or dissatisfied we need to know about it so we can make it right. That is the Takemi Select way. Office of the President Takemi Select Wholesale Outlet 800-841-2809 ext. 802
Richva64
Ladysmith,Virginia,
U.S.A.
I filed the first complaint about this company
#4Consumer Comment
Wed, January 30, 2008
I am sorry to hear that the company has not gotten any better with their customer service. I believe this is the 7th complaint they have received on here, all of which pertain to customer service/returns. I can tell you I originally purchased the 3000 and as you can read in my complaint, was FINALLY able to return the chair. I can also give you this point to help with your desire to return the chair. If you look at the model 3000, when you attached the base to the chair, it cannot be removed. That means it does not fit back in the original packing material anyway. When I eventually returned the chair, I had to rig 2 large boxes together to fit this chair back in the packing material. In the other complaints about this company, the president of the company gave his contact information. I can tell you that I called him and through that call, was able to get my original return done, and they did even more. It is a real shame that you have to go to those extremes to get decent customer service with this company, even after the issues have been repeatedly pointed out to them. I would suggest you call the president directly through the phone number listed in the other complaints, and then update this complaint every step of the way.
