ComplaintsforSouthern Mobility and Medical, LLC

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Golden ***** 3 Position Fabric Lift Chair for my mother on 11/27/2023 for $767.00 who is handicapp ( Uses a wheelchair). There was only a floor model Golden leather lift chair on display. I inquired if Golden Elara chair was available in fabric; and was advised Yes, and was non refundable. The cushion in fabric chair didn't feel anything like the leather chair. The chair was uncomfortable feels like you're sitting on a board, with no cushion. Southern Mobility offered me an exchange only. I couldn't unassemble the chair to return to store fir the exchange, and wasn't offered an any other alternative. I felt the sale was a misrepresention of the merchandise since there was not a fabric chair on display to compare. Therefore; I am requesting a refund, or another alternative.

  Business response

  12/19/2023

  Hi *****************,

  
  Our main mission for the last 18 years, serving thousands of customers, has always been and continues to be, to find the best solution to help seniors be as mobile and the most comfortable in every way possible.

  
  I would like to address your comments:

  
  "Lift Chair sits like a board, like it has no cushion". We have now picked up your chair and tested it....It sits the same way that our floor sample does, that you tested and sat in to make your decision to purchase. The only difference is the one you purchased is in a cloth fabric, not vinyl. Other than that, it's the same seat and cushion style. The chair Golden Technologies' most popular 3 position lift chair option nationwide, which would not be true based on your description.

  
  We offered to unbox the fabric chair for you to try, but you refused and wanted to keep it in the box. Once you realized the chair wouldnt fit in your car in the box, we unboxed it for you and loaded it in your vehicle. You had multiple opportunities to try the chair before purchasing it.

  
  This particular chair was non-returnable because of the special pricing you received and it was your decision to move forward with the purchase knowing that it would be non-refundable.

  
  Despite all of this, since the user was unhappy with this chair, we offered you an exchange OR our normal return policy on the chair, which is a full refund less a 15% restocking fee. We did this PRIOR to your complaint. You did not want to exchange it for anything because every other chair we offer is more expensive. Your refund was processed the same day we picked up the chair (12/18/23). We also picked up the chair for free.

  
  We went above and beyond our normal terms and conditions to try to resolve this for you so we are not not sure why you have filed a complaint. 

  
  Thank you and have a nice day.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered in July I think. Paid **** with 2 credit cards secu and truist bank.they said it would be special order because she is handicapped.delivery in 8 weeks.they kept changing delivery date so we ask for refund. 2 days later they said chair was ready for delivery. Chair was to small.when ordered they only ask for her wt and height.we called them about size and they said they would take chair back but they would only refund us around 3/4 of money.she tried out chair a few weeks and we ask for our money back and return chair. They refused. We filed dispute with credit card co. ****** won case for 1500.denied by truist card co.they called us saying we won dispute and they were picking up chair.asked for rest of money.they said money would be returned when thry received chair. They lied just to get chair back. They picked up chair and as of 3wks .no money.

  Business response

  11/09/2022

  Hi BBB,

  This is the owner of Southern Mobility, *******************************. We have been in direct contact with *************** and I would like to respond to her complaint.

  Her order was placed on 06-13-22 and delivered on 08-17-22 so it was delivered within the time frame we quoted of **** weeks without any delays or time changes.

  This was a special ordered custom lift chair with heat and massage added and in an upgraded fabric color we do not stock. She was notified before ordering that because of its customization, the order would be non cancellable and she understood. This is also stated in our terms that she signed.

  Based on our years of fitting customers for the correctly sized products, this particular chair would fit her height and weight. She called in stating that the chair didn't fit right and wanted to return for a refund. Since the chair was custom and non-refundable, I could not refund the chair, but as a gesture to help her, I offered to sell her chair at the store on consignment but she refused.  

  She had already received back half the cost of the chair and she stated she was disputing the second half so we picked up the chair, which is in very used condition and marked all over with ink and non-resellable. If she would like it back, please have her contact me at ************ to re-deliver.

   

   

   

   

   

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