ComplaintsforQuality Beauty Supply Co Inc

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2019, ************************* bought a massage table from Quality Beauty Supply. In August of 2022, the table start malfunctioning. We(******* and I) called Quality to get some replacement parts. ******** told ******* that the part will be here in September. In September, ******* called ********, she said the part didn't come in. She then told ******* that the part would be here in December of 2022. ******** said the part didn't come in when ******* called her on December 17, 2022. She also told ******* not to call her anymore, she'll call him. It's been four months and we have not got the part that we need to get the table back in order. Not having the bed work properly, is causing a strain on my business.

  Business response

  12/27/2022

  
  Our company has been in communication with the customer via her representative *******. Our representative was continually updating ******* per what our Manufacturer was relaying to us. The very first way in which we tried to handle the issue was by offering the customer a Loaner table to use while we picked her table and had a Manufacturer Trained Technician view the issue. One of the reasons for this is to see if the issue was caused by the customer or just due to a short in the system. The customer refused the loaner option. We did immediately order the part for the customers table as ******* said he would be able to handle changing it himself. Unfortunately, there has been a Worldwide backup in both the supply chain and the shipping/logistics of many items. Our Manufacturer did originally say we should expect the replacement part in September and then again updated that to December. We are now getting confirmation that the part is arriving to the manufacturer within the next *********************************************** two after that. Our customer will have it in hand only 24 hours after we receive it. We strive to satisfy every customer. The Customer will be satisfied in this case as well. We are taking care of the replacement part at our expense without knowing what the cause or situation is. We will update the customer as to the expected date and look forward to resolving this issue. 
  

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