Jerold
The primary driver for this rating is…
The primary driver for this rating is customer service. I received no updates on the status of the chair, it took over 7 weeks to get the chair which wasn't the actual issue as the COVID delays were expected. The issue was - I never got any updates on the status of the chair even after reaching out multiple times to their support team telling them I was not getting email updates but I did get an onslaught of advertisements so I know they have my email. - When I contacted their support team directly and finally managed to get an update it was vague because they are 3rd party so they could not give information on the chair because the manufacturer(Golden) and the delivery group are both separate entities so they were unable to get status and just told me to call a different support line - I didn't get a tracking number when the chair was shipped. I wasn't even aware it had shipped until I reached out for by bi-weekly(twice a week) call to their customer support and was told "oh it shipped, here's the tracking number..."... - They shipped the chair to the "White Glove Service" instead of directly to my home. This would have been fine if I hadn't canceled the "White Glove" delivery the week before so we could get the chair sooner. Since they shipped it to them anyway it resulted in an additional 7 day delay. For the record, the chair itself is nice. It's good quality and comfortable and all the attached components(massage and heater) work as expected. The only surprise is the added components are on a separate remote so there is a remote coming out both sides of the chair.
Response from Med MartMay 15, 2020
Hello, Thank you for your review. I'd like to provide some further details and a response to this. Your order was for a custom-built item and we provided those details at the time of the order and provided a projected ship date of 5/7/2020 the day after the order. You received the order confirmation successfully and we're still unsure why you wouldn't have received the tracking number the same but when you reached out, we provided those details in entirety immediately. On 4/22 we were reached out to asking for an update and provided the ship date again for the first week of May. A few days later, a request was made for any option of building it faster in which we made to production to see if they could speed anything up. This also being during a very untypical time for all of us during COVID with less staff, processes, and procedures changing daily, etc yet production was able to ship the chair over a week ahead of schedule on 4/30. By the time you made the request to cancel the white glove service, nothing could be changed further on this order as it would have delayed things further and was the opposite of what all of our intentions were in getting your order to you as quickly as possible. We have no issue with anyone reaching out for their order and happy to help anytime which is also why we like to provide ample details ahead of time to prevent the unknowns. The only other number we asked you to call if needed was to the shipping company directly about your delivery. You had questions about delivery and timelines and that would be addressed with them so we provided their contact for you several times to reach out for your shipping/delivery questions. There wasn't any issue or exceptions so there was nothing for us to do further. If there's ever shipping "issues" we help out in the best way possible. The chair shipped a week early and we're happy we were able to make that happen or it would have been the standard time and been 5-6 weeks to build and 2 weeks for delivery and set up. We've submitted a ticket to our IT to check on why the tracking wasn't received and hopefully will get some type of reasoning so we can help it from not happening in the future. We're always a call or chat away though in the event some kind of technical error occurs. We're happy you like the chair which is the most important factor at this point. Good day and be well.