ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  09/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered Extra large Chocolate microfiber Perfect Sleep Chair for my dad (***** *******). The order number was #********* and my credit card was charged 7/27/21 for $********. On 8/6/21 we received a hazelnut PR510-MLA Cloud chair from the Golden company. We asked the delivery drivers to take it back because it was the wrong chair. We called customer service that day, and were told to check back on 8/20/21 if we hadn't heard anything. I called on 8/26/21, and the customer service agent said she sent an e-mail and left messages with two people. She wasn't sure what the status of our order was. She said she would call us the next day with an update and never did. I e-mailed them on 8/27/21 asking for the status on the order and never got a reply. My dad called on 8/30/21 and the initial agent he spoke to had no record of our order. My dad asked to speak to her supervisor who said our order was in process. It's been 40 days. We're worried this is a scam. We want a refund or a delivery.

  Business response

  09/07/2021

  Thank you for your inquiry regarding Roger Goodnow, #******** and *********  We certainly apologize for the errors that occurred when this order was placed.  A replacement order was set up on 9/1/21.  We will work with the factory to have it shipped as soon as possible.  To apologize for our error, i have issued a credit of $****** to the credit card used when the order was placed.

  Again, we apologize for the error that occurred when the original order was placed.

  With Best REgards,

  ** ******

  Customer response

  09/07/2021

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  ******* ******
  
  
  
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hi-lo adjustable bed. It was delivered and the delivery company placed the top mattress in my upstairs master bedroom. However, they did not place the base of the bed in my bedroom, and it has been sitting in my foyer for over a month. First Transit is responsible for whomever they contract to delivery their product(s). I call, someone takes a message, and that's it. I have yet to speak with anyone from First Transit to address this problem. The first week, I was willing to keep the bed if they could have sent someone to get it into my room; but now--no. I need them to collect this bed and refund my money as I do not want any dealings with First Street. I am almost 80 years old, and I was excited that their bed (as advertised) would aid in my comfort and mobility. But, now, I can't trust this Company.

  Business response

  09/24/2021

  Thank you for your email concerning ******** *******,********* *** *********  I am pleased to respond.  We certainly apologize for the issues *** ******* experienced surrounding the delivery of her Just My Height Adjustable Bed.  While we were aware that the delivery team did not fully set up her bed, it was our understanding that the delivery company had returned to complete the set up.  I am sorry that did not occur.   I have reached out to our vendor partner to arrange for the retrieval of the bed and have followed up with them today.  I will reach out to *** ******* directly to apologize on behalf of Journey Health and Lifestyle, formerly firstSTREET, and ensure that the bed is removed from her home and her credit card is refunded fully.

  If we can assist further, please reach out to us at *************  Agents are available from 9:00 am-6:00 pm, ET, Monday through Friday.

  With Kind REgards,

  Jo H*****

   

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a chair from this company in December of 2020. We paid ***** for the chair with lifetime warranty. We had several problems with the chair so we called the customer service department on July 26 2021 and they said they would have the service department call us. It has been over a month now with no response, so we called again September 02 2021 and and they said another two weeks and the service department will call us (they also claimed that we had only a one year warranty). Between these two calls we have called several other times and the same was said. We have not gotten a call.

  Customer response

  09/08/2021

  
  
  

  First Street contacted me yesterday said they ordered the parts and they were on back order till the 17. When the parts come in they would send them to a repair shop to be put on. He said he received at least a hundred emails a day for service are parts. If that is the case they need to have parts in stock because the chairs are having to many problems. The people who buy them needs a quality item at the price they charge. 

  
  
  

  Business response

  09/08/2021

  Thanks you for your inquiry regarding ******** *** ********* on behalf of *** *******.  A representative from our service department and i both spoke with *** ******* yesterday.  Regrettably, we are awaiting the receipt of the parts necessary to repair *** *******'s chair.  I am advised that they are due to arrive in the warehouse on or about 9/17/21.  Upon their receipt, they will be forwarded to the repair person who services *** *******'s area with a request to expedite service.  Should the parts arrive earlier than expected, service will of course be rushed.  We certainly appreciate *** *******'s frustration and are doing everything in our power to ensure that he is soon enjoying the benefits of her Perfect Sleep Chair again.

  If we can assist further, please contact us at 800-958-8321.  Journey Health and Lifestyle, formerly firstSTREET, Customer Service Representatives are available to assist from 9:00 am-6:00 pm, ET, Monday through Friday.

  Best Regards,

  Jo H*****

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Responded to a newspaper ad for ****** Phone, a division of ******** Phone. Ordered a phone in June of this year. Could not turn on said phone. Called ******, said "No one will respond to help with the phone, I immmediately returned it with the Return Auth. given by the company. I ordered the credit card company to deny the phone company's **** charge. The credit card company did that. Since then, I continue to get dunning notices.for ******* from ******, ** *** ***** *************** ** ****** I emailed the company. Their respsonse: "Call you bank." Called three times today, demanding the ******* balance be expunged. Reference account ********* date of last notice: 08/20/2021

  Business response

  09/08/2021

  Thank you for your inquiry regarding **** ******* regarding ****** *****.  This is a product that is not sold, serviced or billed by Journey Health and Lifestyle, formerly firstSTREET.  You may wish to direct your inquiry to:

  ********** ***** ***** ******* ******** ***** **** *** ****** **  *****.  The telephone number us *************.  The emailed that I have is *****************************

  Best Regards,

  Jo H*****

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the Perfect Sleep Chair on Friday, August 13th. Order #********, for a total of $********. I was not informed at the time that it would take up to 10 weeks to receive the chair. When my children explained this to me, I called on Monday, August 16th to cancel the order. They said they would cancel my order and refund my money, but every time we call to check on status, they tell us they are waiting for the manufacturer to get back to them. We have read several similar complaints on the BBB about refunds from this company and would appreciate help in getting my money back.

  Business response

  09/08/2021

  Thank you for your inquiry regarding **** *****, #******** and ********; I am please to respond.  We were contacted by Ms. ***** on 8/16/21 with her request to cancel her Sleep Chair order and a request was immediately forwarded to the factory to ensure that the chair had not yet shipped and it could be cancelled.  Due to a processed delay, we received confirmation that the order was stopped on 9/2/21 and the refund was initiated at that time.  The amount of the refund was commensurate with what Ms. ***** paid originally, $*******.  We apologize for the delay.

  We appreciate her interest in Journey Health and Lifestyle, formerly firstSTREET, and if we can assist further, please contact us at ************.  Agents are available to assists from 9:00 am-6:00 pm, ET, Monday through Friday.  

  Best Regards,

  ** ******

  Customer response

  09/08/2021

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and confirm the refund has been issued and the issue is considered resolved.

  Thank you for your assistance.
  
  Regards,
  
  **** *****
  
  
  

  
  

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order * ******** on July 27, 2021 then after thinking about what the sales representative mentioned about a persons height / weight and selecting a Lift Chair to fit properly, I canceled the the order on July 28th by emailing [email protected]. Then on Monday, August 2nd because I had not received a response to email, I called and spoke to a representative, who promised, he would make sure the order was canceled but instead the agency's credit card was charged on that day, in the amount of *********. Since then I have tried to call on multiple occasions but had to give up after waiting on hold for over 45 minutes on several occasions to speak with a representative regarding this matter. I have also tried contacting them again via email on Aug 16th to resolve this issue but so far have received no response from them. FYI - this organization states on the their 1-800 after hours recording that reaching out to them by email is a good way to connect.

  Business response

  09/08/2021

  Thank you for your inquiry regarding ******** ****** ********* *** ********.  I am pleased to respond.  Cancellation of her order was confirmed and her refund was issued,  in full,, on 8/30/21.  We certainly apologize for any delay in processing the refund.  

  If we can assist further, please contact us at *************  Agents are available to assist from 9:00 am-6:00 pm, ET, Monday through Friday.

  Regards, 

  Jo H*****

   

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the chair on 5/18/21 but it took 6-8 weeks to come in. The advertisement showed a soft, plush chair and said it would be built to my size (5 ft), When I ordered it I gave them my height and weight. I paid ******. The day it was delivered was raining so they hurriedly set it up and left. When I saw what the chair was I called and wrote a letter of complaint. It is a HUGE chair, my feet don't come anywhere near the floor. And it is so hard you can feel the boards. I needed the soft chair from the advertisement because I have back problems and sleep in a chair. I had one just like this that cost me **** and I got rid of it because it was so big and hard. This company deals with items for seniors. It is a shame that they have this false advertisement and take advantage of an 83 yr old woman on a fixed income. I have spoken with Ervin and Lindsey and the order * ** ********. I have told everyone I come into contact with not to purchase this chair.

  Business response

  09/08/2021

  Thank you for your inquiry regarding ***** ***** ********* *** *********  I apologize for the delay in response, however, I wanted to have both the Sales Call where *** **** placed her order and the verification call where we confirmed her order with her reviewed a second time before responding.  

  *** **** contacted us on 6/28/21 indicating that she had not received the chair that she ordered.  At that time as well as again, more recently, I had the calls reviewed.  Due to *** ****'s height at 5'2", the sales agents recommended that she purchase the small Perfect Sleep Chair.  The agent explained the aesthetic differences in the chair and ***  **** made the decision to order the small chair.  Mechanically, both chairs function identically.  When a member of our verification team confirmed her order, they also confirmed her height and weight and that she was ordering the small chair.   Our return policy was also reviewed.  We advised *** **** on 6/28/21 that she received the chair that she ordered and we would not be able to accept the return for either refund or exchange.  

  I have had the calls reviewed for a second time and the determination remains the same.  We are hopeful that *** **** will become more comfortable using her Perfect Sleep Chair.

  If we can assist further, please contact our Customer Service Department at ************.  Agents are available to assist from 9:00 am-6:00pm, ET, Monday through Friday.

  Best Regards,

  Jo H*****

   

• Initial Complaint

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid ******. for the Perfect Sleep Chair. The chair is defective. The remote does not do what is labeled. When remote was put on feet down it went down and instantly, with out selecting, went into lift mode and threw *** ***** to floor. Manual which came with chair and that we did not see prior to delivery says chair contains chemicals, including Formaldehyde which is known to the state of California to cause cancer, birth defects or other reproductive harm. First Street for Boomers and Beyond does not disclose what other chemicals are in the chair. The customer service phone number listed never answers but keeps repeating for customer to wait and appears to be on a loop that no one ever answers. We want to return the chair and get our money back.

  Business response

  08/23/2021

  Thank you for your inquiry regarding ******* *****, ********* and ********.  I am pleased to respond.  

  All chairs that we ship and sell to individuals within every state in the United States contain information regarding California's Proposition 65.  Further, and to my knowledge, formaldehyde is used used in the tanning process for leather typically; this is a normal and common practice.  Mr. ***** made the decision to purchase a leather chair from firstSTREET.  When the order was verified, we explained the return policy fully and advised that the chair would not be returnable, however, we would be happy to repair or replace the chair should it arrive damaged or defective.

  I will be happy to arrange for service Mr. Mr. ***** to ensure that the remote control in his chair is working properly and the the chair is set up properly.  The request is being submitted today and he should receive a call to arrange service within the next week to ten days.  If we can assist further, please reach out to our customer service department M-F at ************ between 9:00 am and 6:00 pm, ET, M-F.  Typically, hold times are lighter W-F.

  Regards.

  Jo H*****

   

   

  Customer response

  08/31/2021

  
  
  

  Dear Better Business Bureau of Central,

  
  

  I am writing to say I reject  the offer or lack of an offer from  First Street on the back of your letter.

  
  

  Today, on the west coast, it is still  August 30th, the last day of my 7 days to respond.

  
  

  The response from First Street was written on the back of the letter from the BBB of Central

  Virginia which I did not even notice until tonight.

  
  

  Also, I have never contacted First Street but only the BBB regarding my complaint.

  
  

  Regarding my complaint :  The chair sold to us from First Street has a defective remote which

  threw ******* ***** from the chair and left him on the floor which he could not get up from.

  
  

  Also, prior to our purchase of the chair, First Street never told us the chair would contain

  formaldehyde and other chemicals which they have not identified.

  
  

  I am requesting to return the chair and receive my money back for the purchase of the chair.

  
  

  Sincerely

  
  

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

  
  

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

  Business response

  09/07/2021

  I am happy to respond to your BBB inquiry #*********  I will be happy to set up service for this chair and am taking that action to request a servicer contact *** ***** and/or *** ****** to set up a date to visit the home and inspect the chair.  We cannot evaluate whether the chair can be returned or repaired until an inspection occurs.  

  Best REgards,

  Jo H*****

  Business response

  09/09/2021

     Attached is the servicer response regarding  Ms. Frank’s feedback to her complaint on behalf of *** ******  The servicer visited the home and made some minor adjustments to the chair and it si performing as it should.  We are unable to accept the return of the chair.  If we can assist further, please contact our customer service team at ************.  Agents are available to assist from 9:00 am-6:00 pm, ET, Monday through Friday. 

   

  Regards,

   

  Jo H*****

   

  Customer response

  09/15/2021

  
  

  First Street said they sent someone from Warranty to look at the Chair remote and made some

  changes.  That is  not true.   The person from warranty said he would not replace the remote

  as it was a bad design and replacing it would not help.

  
  

  Thank you

  
  

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

  
  
  
  
  

  Business response

  09/22/2021

  Thank you for providing *** ******' feedback to my response to inquiry ********.  Her feedback differs significantly from the report that was forwarded to me and that I forwarded on 9/7/21. As mentioned, the servicer's report advised that some minor adjustments were done and that the chair was functioning correctly.  There are no design issues regarding this chair.  However, because *** ******' note suggested that there might be an issue with the remote control, I am having a replacement remote sent to *** *****. The remote should be disconnected from any accompanying parts in the package and simply plugged in through the side pocket.  I am sorry for any disappointment, however, the chair is not eligible for return based on the feedback that we received from the servicer.  The remote should arrive at *** *****'s' address within the next week to ten days.

  If we can assist further, agents are available at ************ from 9:00 am-6:00 pm, ET. Monday through Friday.

  With Best Regards,

  Jo H***** 

  Customer response

  09/23/2021

  The man who inspected my Perfect sleep chair said the remote to the chair had a poor design.  Replacing the Remote would not help with problem of it showing *** ***** out of the chair when the lift was used.  Please stop putting you correspondence on the back of BBB letters and send  them directly to me at   ***********************
  
  
  

  
  

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 17, 2021 I placed an order for a perfect sleep chair on the company's website. I received a confirmation email of my order #**** PSC and my credit card was charged $********* On June 2, 2021 the chair was delivered. After assembly the control and/or chair did not work. The delivery persons asked me to write refused delivery due to non-working control on the delivery paper, and they took the chair with them. They told me that someone would call me in a few days. Later that day I called the company and I informed them that I refused the delivery because of non-working control. I was told that someone would call me back in two days to discuss my options. No one called me back. I made additional calls on June 8, 2021 and June 14, 2021 with someone to call me back answers. No one called me back. On July 19, 2021 I sent a certified letter to President/CEO **** ******* which was received on July 20, 2021. I asked Mr. ****** for a refund. As of this date, I received no response.

  Business response

  08/23/2021

  Thank you for your inquiry regarding ********* *******, #******** and ********* I am pleased to respond.  We are very sorry that the chair that Ms. ******* ordered was refused due to manufacturing issues.  The chair has been returned to our warehouse and, under normal conditions, a refund would have been processed to her credit card account.

  However, on 6/23/21, we received a communication from her credit card company that she had initiated a chargeback due to the issues with the chair.  Her credit card company withdrew the funds from firstSTREET that she had originally paid.  A response was provided to her credit card company and they initiated a1/21,n investigation and advised, on 7/1/21,that it could take up to 75 days to provide us with a response.  Because we do not have her funds, we cannot refund her credit card.  We expect a response from  her credit card company by 9/15/21.  Should they advise that Ms. *******'s funds have been redeposited in firstSTREET's account, we will be happy to refund her.  I believe that it is more likely that her credit card company will deposit the funds in her account.

  I understand that this is very confusing and we are in agreement that Ms. ******* is due a full refund, however, we can take no action until 9/15/21.

  I will reach out to Ms. ******* personally to ensure her understanding.

  If we can assist further, please contact us at *************  Customer Service agents are available to assist from 9:00 am-6:00 pm, ET, M-F.

  Regards,

   

  ** ******

  Customer response

  08/31/2021

  
  
  

  Thank you for your recent communication.

  
  

  I am not satisfied with the business' response to my complaint.  The response seems to me that they are shifting the blame to my credit card company by suggesting  that the funds were not returned to them (FirstSTREET).

  
  

  I forwarded a copy of the FitsSTREET's response to my credit card company so that they are aware of it.

  
  

  Again, I am not satisfied with the business' response, but I would wait until September 15, 2021 if they would retund me.

  
  

  Thank you so much for your assistance.

  
  

  Sincerely,

  
  

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

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

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order chair May 27, 2021 which required us to pay in full. Chair delivered June 25, 2021, at 11:30 am by 5:00 pm that same afternoon the chair broke in this position the uplift. This is for my dad he is 91 years old. First Street still can not till me when it will be repaired. They need to have it repaired or send a replacement within the next 2 weeks or refund my money so I can buy one locally.

  Business response

  08/04/2021

  Hello, and thank you for your inquiry regarding ***** *******, ******** and ********  I certainly apologize for the delay in having her chair serviced and repaired. 

  I have reached out to Ms. ******* and we spoke at length.  The repair parts are being sent to the servicer by 8/5/21 and should arrive no later than 8/12/21.  I further understand that she should receive a call no later than 8/14/21 from the service technician to arrange a service appointment.  Ms. ******* and I will remain in contact until the chair is functioning as it should.

  If we can assist further, please note that our Customer Service Department can be reached from 9:00 am-6:00 pm, ET, M-F at *************

  Best Regards,

  ** ******
  

  Customer response

  08/18/2021

  First street did call and arrange for the chair to be fixed. ** ****** with their customer service dept got the ball rolling on this issue. The repair came out and replaced the lift mechanism. The repair had only been gone 2 hrs. When the chair quit working again, this time the leg lift will not go down. Talk to the repair man and he stated that it was probably the control box. So I have made around 10 phone calls to ** ******. The calls go directly to her voice mail. I have left over 5 messages and she has not returned any of my calls. This is the worst experience I believe I have ever had with any furniture or product. Spent $**** on this chair and my 91 year old cannot use it. The warranty is for 3 years on electronic parts. Lifetime warranty on the frame and lift mechanism (which is what they replaced already). So I just want them to send parts and issue a refund of $****. ** ****** stated she would give me some refund. I didn't know she wouldn't answer my calls.

  
  

  Appreciate any help.
  

  
  

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

  Business response

  08/23/2021

  Thank you for your note regarding ***** *******, #******** and ********* Ms. ******* and I remain in contact to resolve the issue with her chair.  

  Regards,

  ** ******

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩