Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a VIPER ROCKER RECLINER ON 10/23/2024. it was a manual recliner, On December 3, 2024 I went to recline the chair but the mechanisms, handle, went back and twisted my wrist, Shuee sent someone out to inspect the chair. He kept putting the chair up and down and said there was nothing wrong with it. My complaint is the sales woman should have told me, because the arms are high and the mechanism is very low and hard to put up and down, it was too hard for a person of my age to use. I am 75 years old and 5'2". Surprisingly, the injuries are very severe. The pain was very severe in my wrist, and shoulder. I kept hoping the wrist would get better but I finally went to the doctor. Two xrays were taken and I was given Tramadol. I had a Cat scan on Monday, December 9, 2024. On Thursday December 12th I saw a orthopedic doctor. He said my wrist was not broken but there was possible nerve damage. He gave me a shot in my shoulder. and I see him again in 2 weeks for a possible EG. I believe I should have been told the chair wasn't right for me. This was the first time I bought a chair by myself , I relied on a professional to assist me but didn't receive assistance.I was offered a $150.00 credit by Shuee toward a better chair. I can not afford to pay for another chair.

  Business response

  01/07/2025

  Ms. *****:

  I apologize for the delayed response, as I just received your letter today.  Attached are Ms. ***** invoice as well as our Customer Notes on her account.  As you can see, Ms. ***** purchased her recliner from our Greencastle sales floor on October 23, 2024.  She was assisted by a very seasoned salesperson, ***** *****, who has been with Shuee's since 2013.  The recliner Ms. ***** selected was a floor model that she was able to see and try out firsthand.  

  Our goal at Shuee's is to assist our customers in their selections, but of course we don't want to pressure them into choices, as they understand their personal budgets and needs.  As you can see from our Notes, when we received her call on December 13th, Ms. ***** threatened legal action.  As with any warranty claim, Shuee's acted promptly to ensure there were no manufacturing defects with the chair.  Our technician, **** ******, thoroughly inspected the chair and found it was in sound operating condition.  In order to try and help her, both myself and my Assistant Manager, ***** *****, decided to offer Ms. ***** twice our normal sale discounts on any recliner that might better suit her needs and not charge for removal if she no longer had room for her current chair.

  Shuee's will always stand behind our manufacturer's warranty.  Our offer to give Ms. ***** extra discounts on a chair she feels better suits her personal needs still stands.

  **** ******

  General Manager, Shuee's Furniture & Mattress

   

  Customer response

  01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  

  Customer response

  01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I disagree with several points in the companies response. For one thing I did not threatened legal action against Shuee's. The 2nd problem was the person they sent out to check the chair, technician,

  **** ******, was several inches taller and his arms several inches longer than my arms. He sat in the chair and jerked it up and down testing to see if it was defective. I never said 

  it was defective, my complaint was the chair was too big for me to handle. My complaint was the salesperson, ***** *****, did not take time to help me chose a recliner that fit me correctly. If my arms were longer my hand wouldn't have slipped off the handle and the handle twist my wrist. I have felt almost ridiculous in complaining about the pain in my wrist, hand, elbow and shoulder. I thought my wrist was sprained or broken, so why couldn't I stand the pain. But all this pain is from nerve damage! I am still wearing a brace. I had to send a message to the specialist that I could not have anymore tests because as of January 1st we were getting new ******************* He had ordered a *** and then after that a MRI. I do not know if my hand will improve but I'm feeling like it won't.

  After the accident I missed an employee retirement Christmas dinner for the ********************* of NA where I retired from. We were supposed to go for a one night trip to ***********. We always go to see their beautiful Christmas decorations, but we could not go, and we could not have Christmas at our house for our children and grandchildren because of the pain.

  
  

  I'm sorry Shuee's thinks ****** towards a more expensive chair is fair but I don't. They want to take take my ****** chair and give me a ****** discount. I am waiting for the medical bills to come in that will be a big shock.

  
  
  Regards,
  
  ****** *****

  
  

  Business response

  01/10/2025

  Ms. *****:

  I have read ******** rebuttal, but there is nothing more I have to add.  Again, she made the decision to purchase a fully operational chair that was presented on our sales floor.  We do not dictate what items our customers are to purchase; they are given the full opportunity to try out the models on our sales floor that fit their specific needs and decide what they would like to purchase.

  Thank you,

  ****

   

  Business response

  01/10/2025

  Ms. *****:

  I have read ******** rebuttal, but there is nothing more I have to add.  Again, she made the decision to purchase a fully operational chair that was presented on our sales floor.  We do not dictate what items our customers are to purchase; they are given the full opportunity to try out the models on our sales floor that fit their specific needs and decide what they would like to purchase.

  Thank you,

  ****

  Customer response

  01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  

  Customer response

  01/17/2025

   

   

  I read the response from Shuee's, I disagree with the response but please close the complaint. They are heartless and impossible to get any satisfaction from them.

  I hope the sales person received a commission on the sale. The two minutes she was with me is ridiculous.

  ****** *****

  By the way I still am wearing a brace. 

*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. ↩