Customer ReviewsforHuman Touch, LLC

Hello ************

Thank you for reaching out regarding your experience with Human Touch's customer service.

I understand your frustration with the difficulties you encountered while trying to get a new remote for your chair. You are right;resolving such an issue shouldn't require extensive communication. However, I am puzzled because the service we provided seems to differ from what you described.

On May 7th, when we were notified of your need for a new remote, our service team immediately processed a sales order at no cost to expedite the remote to you. According to our records, there was minimal back-and-forth communication, which suggests that the process was handled efficiently.

I also discovered that our communications were sent to your wife's email address, not yours, which might have led to some confusion.

From what I can see, your issue was promptly addressed, and actions were taken quickly to resolve it. If there is anything else unresolved or if you need further assistance, I am more than willing to look into it to ensure you are satisfied with our service.
Kind regards and thank you for your time,

****

Hello ***,

Thank you for taking the time to share your feedback with the Better Business Bureau regarding your recent experience with our customer service team.

I must admit that I am a bit perplexed by your review, as our internal records indicate that technical assistance was provided to you within less than 24 hours of receiving your inquiry. From the very first day you reached out for technical assistance, we have made every effort to assist you promptly.

Despite our numerous attempts to make contact with you, unfortunately, we were unable to reach you. Nonetheless, we remained committed to providing you with the assistance you needed.

I kindly ask that if you have any further concerns or require technical assistance, please direct your feedback to the appropriate channels. Our customer experience team is here and ready to assist you with any further inquiries you may have pertaining to technical issues.

Kind Regards,

Human Touch 

We appreciate your feedback and are glad to hear that the issue you initially faced has been resolved to your satisfaction. We understand that the process may have been challenging at the beginning, and we apologize for any inconvenience it may have caused.

At times, unforeseen clerical errors can occur, and we are committed to continuously improving our processes to prevent such issues in the future. Your feedback has been valuable in identifying areas where we can make enhancements to ensure a smoother experience for our customers.

Thank you for bringing this matter to our attention, and we are pleased that we were able to resolve it for you. If you have any further questions or concerns, please do not hesitate to reach out. We value your business and look forward to serving you even better in the future.

We love the feedback as it makes us a stronger company and partner with our customers.

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

I hope this message finds you well. I want to express my heartfelt empathy for the challenges you've faced with your Zero G 4.0 Chair,particularly the issues you've encountered with the peeling vinyl on the headrest and seat cushion. Your frustration is understandable, and I want you to know that we genuinely care about your satisfaction as a valued customer.

Firstly, I'd like to apologize for any inconvenience you experienced during your recent interaction with our customer service representative. We are committed to providing exceptional service, and I regret that we fell short of your expectations. Please know that your feedback is important to us, and we will use it as an opportunity to improve our service.

I understand your request for information about the manufacturer of the vinyl material so you can explore reupholstering options.Unfortunately, as you mentioned, the manufacturer's details are not something we can readily share due to our agreements with suppliers. I regret that this information was not what you were hoping for, but please allow me to clarify our position.

September 19th when our team member reached out to you in response to your request via our "claim request" system. We understand that the information provided may not have fully met your expectations, and for that, we sincerely apologize.

Your feedback matters greatly to us, and we are genuinely saddened that we did not meet your needs as we strive to do for all our valued customers. Please know that your experience has prompted us to take a closer look at the steps we took in addressing your request. We are committed to enhancing our service to ensure that we can better assist and support customers like you in the future.

Kind regards,
Human Touch

Hello ***,

We appreciate your reaching out to us. We understand that the condition of your chair is causing you frustration, and we apologize for any inconvenience this has caused. We would like to provide you with some additional information that was not included in your initial BBB correspondence.

It appears that you purchased a chair from us in 2013, and you contacted us in 2017 about problems with the chair. At that time, we provided you with a replacement chair, and you agreed to pay for shipping. As is common in our industry, the warranty for the replacement chair expired in 2018 because it was predicated on the original warranty. Since the original purchase was made over a decade ago and the replacement chair is now over six years old, there are few options available. Regarding the nature of the material, we use softhyde rather than "faux leather," another prevalent material in the industry that enables the chair to provide a comfortable feel when receiving a massage.  

We recognize that this may not be the resolution you had hoped for, but we wanted to provide you with a thorough explanation of the situation. If you need additional assistance, please do not hesitate to contact us. We sincerely desire to assist you and will make every effort to do so.

Human Touch 

I want to extend my sincerest apologies for any frustration or confusion caused by the recent experience you had with our customer support. I understand your disappointment and I'm truly sorry for the inconvenience you've encountered.

Regarding the shipping fee for the replacement of your ********** product, I would like to clarify that the charge was applied because it falls outside of the initial six-month warranty period. Our warranty coverage is designed to ensure that our customers receive prompt assistance and replacements within a specific timeframe. I apologize if this information was not clearly communicated to you, leading to a misunderstanding.

Kind Regards,

Human Touch