Reply from Med MartMar 5, 2016
Mrs. Lindquist- We strive 100% of the time to provide every single bit of excellent "service" that we can for our customers. We live and breathe through the sheer fact that customer service is not a department, it's a state of mind. This review initially said we provided you with great service and were able to get your family a product that no one else could. It was only edited after the return of the equipment was made.
As for the facts;
1.) The lift you ordered was on manufacturer's delay with no date of availability being projected (it's still not available). We advised you that we had "1" of these available at our main retail store that was a "floor model." It had not been used at all however was assembled and displayed on our showroom floor. We offered to get you equipment that is comparable and instead, it was agreed to send the floor model by your family. We inspected all working components and packaged to you accordingly. (I did not witness the packaging however took your word for it that it was done poorly and have addressed that with the respective parties to ensure safer handling.)
2.) When you received the equipment you mentioned the scratches down by the wheel base and we agreed that was only due to being the floor model as previously discussed before ordering however not hindering the functionality or safety of the equipment.
3.) When you called about the screws not tightening, we offered technician assistance via phone first (a technician call is always first to troubleshoot and then a scheduled visit thereof after only if necessary) and was advised that was not okay and you simply wanted to send it back. We advised at that time, since you declined technician services of any kind, all return policies would be implemented. We also agreed at that time, when we receive the equipment back, if something is damaged to the point of being unsafe or inoperable, we would provide a full refund and you would not be responsible for the shipment back to us as our return policy states. We received the equipment and with everything as it was, a representative, in the presence of 2 other people, put it's components together, flawlessly. Those employees then operated the equipment in it's respective functions and there was nothing in err. When we advised you of this, is when things went south, so to speak.
4.) The manager you spoke with agreed to waiving the restock charge however advised you that the return shipping cost would still be your responsibility. We paid to ship it to you and did not expect for you to pay that also. The phone call this day was ended after she had been told by you, "No, you may not speak." You were advised at that time, the call would be ended.
Rude is a complete opposite of the standards we uphold every single day and it's disheartening that's the impression you're left with. We touched all bases through every single step of this order and out of all of the family members that we had the pleasure of working with on this order, only one person seemed to be upset throughout.
All of the reviews on this site are not managed by us and are unable to be "fake." We help people all over the country with making their lives a little bit easier and would love to still be able to help your family should the need ever be there again. We bent over backwards from A-Z through this order/return and simply must tell ourselves, we'll try harder next time!
Warm Regards.
