Lesley
Terrible logistics…
I bought this chair in early May expecting a delivery in mid May. I was told before I purchased it they could deliver my chair up to a second floor bedroom with no additional charge. After waiting on delivery day for my chair to arrive all afternoon , I called the delivery company to find out where my chair was and they had my street address correct but the city and state were totally wrong. I live in Florida and they were trying to deliver it to Texas. It took them weeks to work this issue out with the company blaming me for talking to the shipping company. Then it turns out they won't deliver my chair even inside my house and Kollectiv wants me to arrange delivery people. They had me agree on a price ahead of time and it cost me more in the end and wouldn't pay anything more. This company is terrible!!!
Response from KollecktivJun 23, 2024
Dear Customer, We sincerely apologize for the issues you encountered during your shopping experience. We have carefully reviewed your feedback and would like to take this opportunity to clarify some facts and explain our handling process. Our Explanation: 1.The logistics company delivered the massage chair to the wrong address, causing a delay in receiving the product. We contacted the logistics in time to change the adress. And we sent you a neck massager for free and extended your warranty by one year. 2.During this period, you contacted the logistics company to make them misunderstood that you don't want the chair, resulted in a further delay in delivery. You requested compensation, and we offered two options for your selection. Option 1: $100 refund + Moving fee Option 2:10% off refund You chose the Option 2, and we have processed the refund to your account. 3.After successfully receiving the massage chair, you requested us to cover the moving cost. Our customer service representative explained that the moving cost were not included in your chosen option, but we still processed the payment for you. We understand your frustration with the entire shopping experience and sincerely apologize for the delays and inconvenience we caused. We have made every effort to rectify the situation and provide additional compensation. We hope you can understand our position in handling this matter and believe that we have always strived to provide you with the best possible service. We value your feedback and hope to maintain communication with you. We look forward to your future patronage.


