Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase 11/04/2023. Purchased Catnapper recliner/lift chair #4824 but this is not what I received. Have tried to resolve this issue. They did a bait and switch on me. I am almost 80 so guess they figured they could get away with it. Called manufacturer who said fowlers is responsible for first year problems. The chair tilts and reclines but does not lift. I require a lift chair for health reasons and have an old one I use now but not a catnapper. Informed the store immediately but they would not do anything but eventually sent the guys who delivered iit to check the chair and they supposedly said it did what it was designed to do, so they will not do anything. Apparently I could have returned the chair within 30days but Fowlers Did Not tell me this. The controller on my chair says it was made in 2020, so i didn't get the new #4824 that I picked out in store. Guess the deliverers want to keep their job. I am filing this complaint and will file suit in General Sessions Court Roane County TN when I am able to get out and about. I have been a long time customer of Fowlers and ****** apparently thought I was fool enough to just buy another chair from them,which she suggested. No way. The amount paid included $99.00 delivery fee.

  

  Business response

  07/08/2024

  Good evening BBB,

  I am responding to ******* ********* complaint. We at Fowler's pride ourselves on outstanding customer service before and after the purchase. She did purchase a Catnapper Patriot lift chair

  (#4824) on 11/04/23. She called a few months later and said her chair only tilts it doesn't lift her up. The service department pulled paperwork and advised not to call manufacture because there wasn't a physical defect.

  We sent our guys out to inspect the recliner a few days later. They performed test on the chair and found no problems; her son was there when inspection was done and said "It's Okay, the chair is fine".  We received a few more calls from 

  Mrs. ********* claiming the chair arms goes down and the seat tilts forward and reclines but doesn't lift.  We told her the chair won't physically lift it up, you would have to jump out, instead tilts up and forward or goes back to recline.

  The last call from her was to ****** her sales associate, in which she verified she did get a Catnapper # 4824 recliner, and the chair is working as it was intended to do.

  In closing I would like to invite her to come in and we can show her how all lift chairs on our showroom operate the same way; and if she is having any further issues, we can help assist her.

  Thanks, 

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

   

  Customer response

  07/14/2024

  I have already responded to their message.  It is all lies.  The chair is not a lift chair as it is supposed to be.  I got no paper work with this chair,only the receipt I have.  Normally I have to sign that I received merchandise in good working order.  Never even saw the deliverymen as they had gone by the time I came out of bedroom they had gone  while I was checking out the mattress delivered that my sons brought in and set up.  The chair is not a lift chair.  It does not lift and back does not recline as the one in store and footrest does not come all of the way up either as one in store and as seen on catnapper website.  It makes a creaking and rubbing noise when put in recline position.  It sit unused in my living room.  I have an old lift chair,a sleep chair that I had to use over the winter and spring and summer as I had a hip replacement and need a lift chair.  My sleep chair has exposed wiring at the controller but is too old to repair.  I immediately informed ****** that the chair was not what I ordered but have been unable to resolve this issue with them.    Previously informed BBB that I will no longer accept an exchange in view of their reply as they are more untrustworthy than I had even thought.  The only way to resolve this complaint amicably is for them to pickup the chair and refund my money by cash or check as store credit is not acceptable as I will never buy anything from them again.  If they cannot or refuse to do then I will avail myself of Consumer Protection Laws.  I am currently again in contact with the manufacturer of Catnapper and waiting to hear back from them.  I think Fowlers will likely forfeit their right to sell Catnapper as there is another outlet in this area that is reputable.  I doubt they will be in business  long as in the last couple of years whenever I go past there, I see only 2  (mgr and salesperson) cars in the lot and sometimes only one.  Many businesses are closing in the current economy and I hope my situation can be resolved before they go out of business.  Maybe they think I will die before this is resolved but my doctor and I expect me to live into my 90s as my 3 sisters did.  I hope they will do the right thing.  The chair they gave me was made in 2020, so maybe the one they showed me is a newer better model or perhaps is just not a lift chair at all. I don't think the model on my receipt is what I actually got.  You can look at their website and see how the chair is supposed to function.  The two men they sent out here to check the chair were the same men my sons say delivered it.  Perhaps they dropped it and broke the lift mechanism and don't want to be held responsible for it.  I got two initial messages from BB, do I need to respond to both??.  I responded to the one received the 9th but not the one on the 8th.

  

  Business response

  07/15/2024

  I called this morning and offered to come out a look at her lift chair personally. She said she didn't really get up early and asked if I could come later. We agreed on 2:00 PM. Mrs. ******** called back at 1:05 PM and

  cancelled the appointment. I am waiting on her to let me know when to come out. Thanks

*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. ↩