ComplaintsforVitalityweb.com Inc

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased (1) Tush **************** Orthopedic Large Computer Ergonomic Seat on 1-17-2024 from this seller through Amazon. Order total after tax was $59.61. When sat upon, the item did not hold its shape as advertised near the tailbone area that is carved out for the coccyx bone (I am 130 lbs and this item is advertised for weights under 200lbs). As I have severe issues with my low back and coccyx, this item was incredibly painful to sit on as it did not provide the proper support as advertised. I immediately requested to return the item for refund noting it was defective. My request was approved, and the item was mailed back using the return labe provided to me through Amazon. The item was to be returned no later than 3-1-2024. On 2-13-2024, the company issued a partial refund of $49.16 after deducting a restocking fee if $10.45. I contacted Amazon on 2-14-2024 to inform them I was charged a restocking fee for the return of a defective item. I made a request to receive the remaining $10.45. As Vitalityweb.com Inc is a third party seller with Amazon doing business as BACKSTORE, Amazon sent a message to them requesting they process a refund for the remaining amount. Since then, an employee named ***** only replies to my requests for resolution stating that he is checking with the ************ or that the ************ is not in till Monday. In addition, I have left several voicemails and have received no response. This has been dragging on since 2-13-2024 as the company refuses it provide follow-up or resolution regarding their defective item. I simply want the remaining amount of $10.45 refunded to my original payment method as it is against policy to charge a restocking fee for the return of a DEFECTIVE item.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a $3,400 chair on 1/8/24. I was told the chair was in stock and would ship out in 7 to 10 business days. The speed of the delivery was a major factor in my decision to purchase from ***********. I called later for an update and was told a series of lies. First, the delivery company had Covid, next, they had to hire a different delivery company, next, there were weather delays, and finally, that the chair shipped out to me on 1/23/24. I was to receive tracking information from the delivery company. After attempting to reach them all week I finally got a response. By email, they confirmed the chair was not in stock at their. ********** location but they were having it shipped to them from their East Coast warehouse. Once it arrived they would then ship it back across the country to me in eastern *********. They lied to me to make the sale. This is a deceptive business practice and not an isolated error. They refused to waive the shipping cost or otherwise explain themselves. Everyone needs to know what they are doing. I have now gone a month without a chair to help me heal my broken back. I emailed them back today 2/1/24, canceling my order and requesting an immediate refund to my credit card. I am waiting now for their response.

  Business response

  02/06/2024

  The customers money has been refunded.

  Customer response

  02/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I agree that my money was refunded, however, they took no responsibility for deceiving their customers regarding the location of the products to be shipped and shipping time estimates. They only referenced making a "blunder".  Their actions were intentional, not accidental.  This resolution does nothing to prevent them from continuing this policy and injuring future customers.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Svago zero gravity chair from Amazon on 1/3/23, from BACKSTORE. I am disabled, it was not an easy choice to purchase this as the chair costs 2 months of my income, $1600.00. The chair arrived damaged, the seat did not sit correctly in the house of the chair and caused it to rub excessively in an ***** manner, which after a few days, started to break the chair down, it began jerking. I contacted BACKSTORE via amazon and was told ***** would call me to address the issue, and someone did call me, at first they tried to argue that the issue was merely from a cushion, I said no, it is the entire body of the chair, they said someone would contact me to come and fix it. I waited eagerly for 2 weeks and nothing. I contacted BACKSTORE again and he said it was no longer his problem ******* svago had my number. I then contacted amazon for help and they reached out to the seller and he lied to them and said ***** had called me repeatedly and left messages which was lie. He said I was free to return it, I tried to explain to Amazon that this was not a return and I needed freight to get the 170 pound item, they tried working with him but he kept lying. We went through this 20 times. 2 months later, and dozens of failed attempts to solve this issue, I finally did get a call but the message said, we will diagnose over the phone and the next message, again, argued with me that there was nothing wrong with the chair, even though no one came here to look at it or even spoke with me again after the first call. I also took a look at the return label, it said I only had one month to return the chair from the invoice date, which was 1/3/23, he did not even "approve" a return until 3/3/23. This seems to be a scam this company has been running for a while, based off several reviews on ****** and Amazon about the same issue I am having. I am not going to get anywhere trying to continue working with amazon and backstore or svaggo. I would like a full refund from BACKSTORE.

  Business response

  04/04/2023

  Thank you for your message. We did reach out to ***** who did say they spoke with you regarding the issue with the chair. The lead tech did not see anything out of the ordinary in the picture that was provided and has been trying to reach out to this customer about confirming the claim of a frame slant. Customer has not responded to his multiple voicemails; this case has been closed until the customer calls ***** back or submits hard confirmation of a frame issue that cannot be repaired. At this time the customer will need to reach out to Svago at ************** to help determine what the issues is and the best way to move forward.

   

   

  Customer response

  04/04/2023

  I was called by someone claiming to be from svago not long after the chair was delivered because I reached out to backstore regarding the issue with chair. At that point I was told a technician would be sent to fix the chair. After several weeks of waiting for someone to reach out to me, I contracted the seller via Amazon. He then proceeded to say that svago had my number and would be calling me, they did not. I contacted Amazon directly and they reached out to the seller on my behalf and he then lied numerous times over several weeks, saying I had been called and left voicemails which was not true. Not until a month later did anyone call and when they left a message they disputed that anything was wrong with the chair without ever laying hands on it, even though the first phone call months earlier said a tech would come to my home and help me. This has been a merry go round of lies and me reaching out trying to get this resolved. This is a scam and a sham. They deny. They blame. They lie. Backstore also said I could return it and the unpaid shipping label they provided said it was not returnable after a month of the invoice date. It has already been 3 months and some change. I dont trust these people, any of them. I will not return the chair on my dime for a technical issue with the brand new chair. He needs to provide freight to come get the chair and provide me a full refund at this point.

  Business response

  04/04/2023

  Thank you for your message. At this time the customer will need to reach out to Svago at ************** to help determine what the issues is and the best way to move forward.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 9, 2022, I ordered a "Human Touch Perfect Chair "PC-420" Premium Full Grain Leather Hand-Crafted Zero-Gravity Walnut Manual Recliner, Espresso" from "Human Touch Store" on Amazon for $2860.94. The Amazon listing stated FREE delivery and had NO return policies stated on the listing nor any warning about how difficult the manual chair was to operate. I received the chair via R&L carrier the receipt was dated 10-13-22 and was from a company named VitalityWeb.com which was not named on the Amazon listing. In the garage, my son assembled the chair and I tried to sit in it. I am a 5'3" 64-year-old-woman. I could not recline the chair let alone move the chair back into an upright position. My son at 6'2" and 200 pounds was able to *********** but struggled to get the chair upright. My son immediately packed it up exactly as it had been shipped. I called the company, and they sent R&L to pick up the chair. The pick-up was on 10-31-22. When I had not received any refund on my **************** by 11-10-22, I emailed my contact at the company, ***************************** *************. ***** referred me to the "webmaster" who issues the returns. I contacted the webmaster, and he signed his email "*****". ***** apparently put the refund through for $2,014.45. I complained about being charged $846.49 for the return. ***** sent me a copy of the return shipping cost which was $311.64. ***** stated in an email that I was charged shipping and restocking fees. None of this was in the Amazon listing - not even the company name was listed. I did not purchase the chair through the VitalityWeb.com website but through Amazon. I cannot be held liable for all the charges *********** may incur when none of their company information or policies were provided in the Amazon listing. I emailed ***** and said I would pay return shipping because Amazon did not show "Free Returns" but I want the additional $534.85 refunded to me. I believe VitalityWeb.com swindled me using Amazon as a cover.

  Business response

  12/20/2022

  Hello,

   

  We are an authorized seller on Amazon. On each listing Amazon list who the seller of the item is. Amazon will sell certain items, but Amazon does not sell all items. The customer chose the item and Amazon submitted the order for us till fill. We reached out to the customer via Amazon messages and was communicating back and forth with the customer as Backstore. Below is the link of the listing on Amazon where it tells the customer who it is sold and shipped by.

  https://www.amazon.com/gp/product/B01HQLLSEW?th=1

  Our return policy is listed on our Amazon page in Amazon per the requirement. The customer can view this and it is up to the customer to understand that information when purchasing from Amazon.

  Vitalityweb.com *************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  09/11/2021 I purchased a Stressless Recliner with *****' assistance. We arraigned to have the chair delivered. Since they couldn't deliver the chair in time I picked up the chair. ***** said that I would receive a $70.00 credit.I called about a month later (mid October) and told ***** I hadn't seen the credit yet. He said that he would re-send the info over to make sure it is done. About a month (Nov) after that I called ***** to see what is happening and why I haven't received the credit. I could tell he was frustrated. He assured me it would get done. No contact was made until after the holidays. I called ***** again, he said for me to contact ***** at their support email. So I sent ***** an email, with no response. About a month later I sent another email, YAY!!! he replied!!! He stated with the holidays they have been swamped with refund, hey what about my order in Sept? That was the last contact I had with him. This morning I talked with Lalo, after being on hold for almost 20 minutes he get back to me saying he needs to talk to *****. Well, no call back!!! There is no excuse for poor customer service and if I was the owner I would seriously consider bringing some new help!!!

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/12/21 we purchased two Cloud 12 recliners from VitalityWeb Backstore for $1700, incl. shipping, each with a 1-yr warranty. 9/16/21 (7 months after purchase) my husband was watching TV and suddenly the back of his recliner collapsed. 9/17/21 I took a video of my husband showing the broken chair and left a message for Orlis H******** (salesman) at VitalityWeb Backstore. 9/20/21 Orlis called back and told me to call ********* ******. 9/24/21 Couldn't get a human at ********* ****** so I submitted an online contact form with 4 still photos of the broken chair because I was unable to upload the video. 10/6/21 Submitted second online contact form because I got no response to the first one. Received email from Amanda with ******* ********* **********/*********, Consumer Relations dept who referred us back to VitalityWeb Backstore. I responded and she responded again reiterating that the dealer was to handle issues and offered assistance should we not get anywhere with Orlis. 10/6/21 I forwarded her email to Orlis. 10/8/21 I left Orlis a voicemail. 10/12/21 I forwarded my 10/6/21 email back to Orlis because I got no response to my email or voicemail, and copied Amanda who also emailed him. He responded saying he would forward the issue to their Warranty dept. The Warranty dept left me a voice mail saying they were sending a form that I should fill out and send back to them with photos. 10/13/21 I sent the completed form and requested photos (plus the video I was unable to upload with the online contact form). 10/21/21 I forwarded the 10/13/21 email to Amanda because I got no response. 10/26/21 I got an email from Amanda saying she was having no luck finding a repairman in this area and asked me to verify our zip code. 11/22/21 I sent Amanda an email checking the status, and to date, have received no further communication from her or VitalityWeb Backstore. *PLEASE EMAIL ME FOR THE VIDEO WHICH SHOWS THE FLOPPY BROKEN CHAIR MUCH BETTER THAN THE STILL PHOTOS.*

  Business response

  12/16/2021

  Thank you bringing this to our attention. We have reached out to the customer. A clerical error was made on our behalf and we have reached out to the customer to assist with the warranty. It was just human error on our part. 

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered an office chair (order number ***********) paying $1,045.00 on 5/11/21. This chair has not been delivered six months later. We have called several times and been given different reasons as to why and when the chair would arrive. Two weeks ago, Oris stated he would keep the order on his desk, follow up, and absolutely ensure this would be delivered. He is one of many that has not followed through. Upon trying to cancel the order, which we were guaranteed was possible, the individual answering the phone cannot operate the computer and no one is in the office that can help.

  Business response

  11/11/2021

  Thank you for your message. We have been in contact with this customer and have issued a full refund. 

   

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

  Customer response

  11/11/2021

  Received a phone call on 11/10/21 from store to inform me that my order was lost somehow after being processed. Since July 2021 I have been in contact with this company asking about the status of my order and every time I spoke to someone the never mentioned this information, instead I was informed it was in the warehouse and would be shipping within 2weeks. Only when I stated I wanted a refund did I find out this order was never going to be shipped because the order was lost. Horrible customer service and very deceitful! 

  Business response

  11/15/2021

  Again we apologize for inconvenience, a full refund has been issued. Denis, from our office has been in contact with you to help resolve the issue.

  Customer response

  11/18/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *********  
   
  

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 chairs on sept.29,2021 from Vitalityweb com inc.The description of the chair had country of origin : Norway I received the chairs on 10/18/21 the chairs are labeled made in ******** .not the chairs I ordered false advertising.I am requesting return shipping labels paid by seller. On 10/20/21 the advertisement listing was changed to country of origin : ********.I have photos of both listings.Please help me with this blatant false advertising. I need a full refund and paid return shipping.

  Business response

  10/26/2021

  These are Genuine Fjords recliners that are designed in ****** and made in ********. We have already picked up and once it arrives the customer will be issued a refund. 

   

  Vitalityweb.com 

  Customer response

  10/26/2021

  The chairs have not been picked up. There has been no paper work supplied to me for shipping. The shipping needs to be paid by the seller and I need the paper work Shipping Instructions.

   

  Business response

  10/27/2021

  Thank you for your message. The *** was messaged to you via Amazon. You will need to print that out and provide to the driver when they return. Please be sure to pack both chairs in the boxes as they arrived to you.

   

  Backstore Customer Service

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