Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 9/10/2023 Initial Charge $6,300 Product: Massage Chair I purchased a massage chair on Sunday 9/10 at a craft show here in ********* and financed it. The salesperson said (and verified on the paperwork I signed) that it would be delivered within ***** business days. Upon arriving home that same day, my wife and I decided we did not want the item. The salesperson contacted me via email, so I replied via email explaining that we had changed our minds on the purchase and wanted to cancel. He did not reply until the next morning, at which point he called me stating that the chair was already being shipped out. I find this incredibly insincere. Since the paperwork states it would be shipped within ***** business days, that is precisely what we expected. Nevertheless, this young man informed me that there would be a 30% restocking fee. I protested that there was no way that the item was in route that early on a Monday morning considering the paperwork and the fact that we had just ordered it on Sunday evening. I spoke to the salesperson, and two women affiliated with this company. I explained that I requested cancellation the same day of the order via the same means of contact the salesman used. As a professional courtesy, since the salesman provided no business card and we reached out the same day, we feel that there should be absolutely no charges.I see that this practice of refusing to honor a cancellation request is something this company has none previously, as seen on this B.B.B. website (Initial Complaint 03/20/2023 Complaint Type: Problems with Product/Service).In closing, yes, I raised my voice in frustration of what I feel is dishonorable business practices.I respectfully ask that this complete charge be removed including the restocking fee since there was never any delivery and we attempted to cancel on the same day.*********************** ************

  Business response

  09/20/2023

   

   

  Hello, dear reviewer thank you for reviewing our case.
  The customer purchased a massage chair on Sunday, September 10, 2023.
  During the purchase, the Customer signed the paperwork as he mentioned himself the salesperson asked to read carefully all the details on that paperwork (our no refund policy explains). 
  After the salesperson submitted the order, our delivery crew received and approved that. on the day after September 11, 2023, our driver attempted a delivery.
  The customer refused to receive the chair.
  Under the estimated time for arrival, as you can see in the image attached, 
  We explained our company policy, No refund exchange only, in case the package has been sent from our warehouse.
  If the customer cancels the order, the customer will be charged a 30% restocking fee and the shipping expenses as mentioned on our shipping form.
  
  Since we had an attempted delivery on Monday, September 11, 2023
  The customer will need to pay for the restocking fee and attempt delivery. 
  Whenever the Customer reached out to our customer service we explained our policy as mentioned on the form, on top of that you can find our policy mentioned on the receipt as well. 
  We are sorry for the inconvenience and the miscommunication that happened between the customer and the sales representative.
  The customer reached out to the salesperson through email and the salesperson contacted our office after the delivery attempt.
  The customer could have called our customer service, but he chose to communicate with the sales representative instead which caused this miscommunication issue.
  
  for any questions or information needed please give us a call at **********
  thank you 
  IV-RELIFE

   

  Customer response

  10/05/2023

  I have not received a reply or response from the BBB, prior to this message stating that my complaint was closed. I have no resolution and respectfully request that the complaint be reopened until such time that a resolution is reached.

   

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

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was in ********* ****** in December and walked into one of these Ivy relief stores I was I was kind of strong-armed into buying a chair and I signed on it thinking I had at least 24 hours to change my mind upon the next day. I realize it was not gonna fit into my budget and I called the store. I called her one 800 number I even have a picture of the text that I sent to the one 800 number that I no longer wanted the chair and the store salesman. It was the one that called me back and said that I am basically stuck with the chair where Im gonna have to pay them $1300 restocking fee which he wasnt making himself clear to me that thats how much its going to be so he told me to give me other merchandise. I was just not satisfied with it I didnt know where I could turn to. My aunt told me to call the Better Business Bureau. I couldnt get a hold of Better Business Bureau to the state of ********* am I feel like I was just pressured into this by and I had tried to contact them immediately after and they were not willing to you to take the chair which the chair had not been shipped out yet I didnt receive it till like then almost the end of January, so it hadnt even been shipped from their warehouse and Im not sure why they couldnt make it right for me by telling me a restocking fee I have not even received the item yet or I could see if I had to send it back and ship it back to them but it was never shipped to Me and all I want is to be able to ship the chair back. I dont know longer want to share I dont know where else I can go with this because I was pressured into it. I will even pay to ship it back. They told me they couldnt help me. Ive already contacted the store. I dont know where else to turn this thing where you? Why did you wait so long? I didnt wait this long. I tried immediately to get it resolved and they were not willing to work with me and I dont know where else to go with this

  Business response

  03/27/2023

  Description:
  The customer purchased a massage chair and a few more items on December 25, 2022, (receipt attached) at ************ store in *********.
  The Customer completed the purchase with the finance program that was approved at the store. (Synchrony form, signed and approved by the bank AND THE CUSTOMER.)
  The customer left very satisfied the store with the items she received as a gift on the same day of the purchase. (Value of the gift product- 8,000$)
  The customer reached out to a salesperson and was told that we can cancel the shipment, but she will be charged a 30% restocking fee(12/26).                                                                                                                                                        The customer didnt like this option and didnt contact us for any future steps 4 mounts passing bay until the day after the dispute.                                                                                                                                                                             

  The customer received the massage chair on 01/13/23.
  The customer signed on the **** (Pod sing attached)

  The customer didnt contact customer service.
  The customer received the new massage chair and left with the **** products from the store.  Its been 4 months since the customer purchased the massage chair and 3 months since she accepts the delivery.  
  The customer still holding on to the massage chair and the gift she received because of her purchase.

  The customer contact us again and let us know that she did a dispute.(3/20)

  Customer response

  03/29/2023

   
  Complaint: 19625001
  
  I am rejecting this response because:
  
  Sincerely,
  
  Montana ********

  Customer response

  03/29/2023

  I reached out to them . Immediately the next day they would not hear it they said either I take there merchandise or pay **** restocking fee I felt forced to take there merchandise cause they would not help me otherwise 

  Business response

  03/29/2023

  IV-RELIFE RESPOND:
  On the receipt that she signs on, our no-refund exchange-only policy was mentioned.
  Next to the register in the store, we have a sign that says no re-found, as we mentioned before,

  The customer did reach out to the salesperson the day after and was been told that in order for us to cancel the purchase and the shipment, she will need to pay a 30% restocking fee.  
  that it is our policy, and we are not trying to hide it. We didnt mind canceling the shipment, but the customer didnt want to pay the 30%restocking fee and didnt contact customer service after that.

  3 and half months later she applied the dispute.
  The customer holding the massage chair and the other items valued at $8000.
  
  Thank you for reading!
  Have a good day.
  IV-RELIFE 

  Customer response

  03/30/2023

   
  Complaint: 19625001
  
  I am rejecting this response because:
  
  Sincerely,
  
  Montana Wolthuis 

  I dont agree I asked to not get the item they refused. That or pay them ***** for nothing to restock an item that had not been shipped yet that took three weeks to come. Then told me the only thing they could do was give me some merchandise I did not want or need that was all they could do . I didnt want it all together they would have saved money by just canceling it for me but refused making me feel cornered like I had no other option then to take there cheap quality items . 

  Business response

  04/04/2023

  Unfortunately, 
  It seems impossible to satisfy the customer with a reasonable solution. 
  Our policy is stated as law requirements on the signed receipt and signs posted in the store .

*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. ↩