ComplaintsforHancock and Moore, LLC

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our swivel chairs in January of 2022. They were delivered in December of 2023. They creak everytime you sit in them. This has been going on since day 1. Jessica Charles tried to replace the swivel mechanism, but it still did not repair it. ** has had someone out to look at them 6 - 7 times. Now ** wants us to ship the chairs back to them at our expense 14 months later. They want us to package them up and send them back. At this point, we are just worn out. I cannot deal with their customer service any longer. They have won through attrition. So fustrating

  Business response

  02/01/2024

  The order was not received until 2-4-22 and the order shipped out of our factory on 9-15-22.On ***** received a complaint. ***** asked for them to send us a repair bill and we would send out new mechanisms which we did on 2-7-23. We also gave the customer the name of a repair person . On 2-16-23  we received a response that the chairs were corrected . I was also told that they were charged $400 to do and that they were not going to ask us to pay for this. On 2-27-23 received another complaint asked  again to send back for us to inspect and try to correct. They did not want sent back  We agreed to send more mechanisms . **** said that 3 chairs working fine and 2 were intermittently working. We then again asked for them to come back. I then asked for them to send us a repair bill for us to get approval of repair. At this point we sent out more memory swivel mechanisms.. We then on 1-4-24 received new e-mail detailing costs paid for expenses but we never received the bill . The e-mail also stated the the memory swivel mechanisms never  worked and that replacements were sent multiple times. In the e-mail it was stated that they had to purchase the non-memory swivels and that we never offered for these to come back.  I then called the customer back on **** and told them that these needed to come back and gave them the name of two carriers that could go into the customer's home to box and pick up to send back to us. I asked if they would set it up and we would pay the charges. I was told that they would try to contact the carriers and see what they could do.  I never heard back so I called back on 1-26-24 and talked to customer and was told that we are on hold right now. Was told that service person who has close to ********************************************************************************************************************************* the chairs. I was told on that day that the service technician was going out in the next few days to meet with the client.  

   

  Customer response

  02/02/2024

  I am rejecting this response because, despite what Jessica Charles, their vendor and the rep with over 50 years of experience say, the chairs are incorrect. The chairs should not be making any noise. I can send anyone the video of all five chairs currently making the noise. The video is too big for the BBB link to take. Jessica Charles can say it is correct, but the video proves it is not right, especially for the price we paid for the chairs. I have attached it again for your reference to this complaint. What is most unfortunate is that no one from Jessica Charles has called, emailed, or even visited me or our house to look at the problem directly. They continue to rely on 3rd party information and hearsay to evaluate the issue. I agree that multiple attempts have been made to correct the case, but as of three weeks ago, the chairs make the same noise they did in December of 2022. It is inexcusable that these chairs are doing this, and even more so that it has been over 14 months since I identified the problem. And, worse, now I am being told they are fine. Video evidence will prove that these chairs need to be corrected. 

  If there is a way to send the link, I will. please let me know. 

  Thank you, 

  ****

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

  
  

  Business response

  02/12/2024

  We have been talking to ***** the owner of the store and he is the person giving us this info. We have seen the video and have said from day one and still say that these need to come back to the factory to take care of. We are just asking for ***** to arrange with a freight carrier to come to the home and pack and send them back to us. We will pay for them to come back. We just asked for **********; to work with the customer to set up a time that works with their schedule  to get back. This is part of our company policy that  we deal with  the store which is our customer and if they sell the product then they need to help us get the freight back as we do not have people that can go to the home to pick up.  I will be more than happy to talk to customer but have never been offered that option. 

  Customer response

  02/15/2024

  
  I rejected this response and look forward to Jessica Charles fixing the chairs. 
  However, I do have a few questions as it relates to this process. 

  
  1. Why has it taken so long to pick the *********? 

  
  2. When will the chairs be picked up? 

  
  3. How long will it take to repair the chairs? 

  
  4. Once the chairs are repaired how long will it take to deliver them to my house? 

  
  5. will the chairs be installed in their current location in my house? 

  
  6. Is Jessica Charles offering any type of discount to me, the customer, for this major inconvenience? It does not seem appropriate that I should have to pay full price for these chairs and deal with this issue and service. 
  

  
  

  Business response

  02/16/2024

  We have been dealing with ***** the owner of the store an asking from the beginning to get these picked up and have brought back but was told that was not an option. I can not give you a time frame until we get these back to inspect and repair.  We will do everything that we can to expedite these as soon as we can get back to the factory. ***** called me this morning and said that he is working with a carrier an is supposed to have a conference call tomorrow about getting these back.  I told him to send me an e-mail once he has the details.  I am sure that once we get these back and corrected they will be sent back to you by a carrier and they will bring into your home.   Hopefully we will hear something by Monday from ***** on getting back. 

   

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