ComplaintsforPlay It Again Sports

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped by Play it Again Sports in Clarksville, ** and told them I was interested in purchasing a **** ****** Fitness Elliptical. A few days later the owner called me and said he could order one of these machines. On 1 Feb 2022 he called me and told me he was ready to place the order and I gave him my credit card number. The total cost was $******** which included a $****** charge to assemble and deliver my elliptical once it was delivered to his store. It came in and he delivered it on 12 Feb. The elliptical is so stiff that I can not use it. I called the store owner on 13 Feb and told him the problem and that I would like to return it. He told me that since he ordered it online that there was nothing he can do to help me out. He said I would have to contact the company that made it. I don't think this is right, he ordered the elliptical, it was delivered to his store, I paid the store a delivery and set up fee of $******. The elliptical is not what I expected and it does not operator correctly and all he says he can do is let me work it out w/the company from where it came from. This does not seem right. I am willing to pay him to pick it up or to deliver it to his store. The elliptical was not used and is not damaged in any way. I will even pay return shipping if that what it takes.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/17) */ Customer requested us to source a ******* elliptical which we do not stock. He was advised that there would be no refunds and no returns for a ******* order and was encouraged to consider an alternative manufacturer and unit in stock and available to test. Customer was adamant and stated "I want the exact unit that I have had which is no longer working". I contacted the specific supplier and learned that we could reestablish our account and obtain the specific elliptical that the customer demanded. The customer was notified and paid in advance with a credit card. He was reminded that it was not refundable. He said he was certain this was what he wanted. We reestablished our account with the supplier and paid in advance for the unit plus shipping plus an additional 10% fee for container (additional freight) costs. We informed the customer that the unit was ordered and that we would contact him and arrange a delivery date when it arrived at our store. The customer called the store 5 times and personally visited the store to check on this order. I contacted the customer to keep him updated 4 times but he did not answer his phone. I left 4 messages for the customer which he claimed he did not receive. When the unit arrived at our store we assembled it and the next day delivered the equipment to the customer's home. We installed it exactly where the customer wanted it placed. We tested its operation and the customer tried it. He had no objections at that time. The customer called the next day saying he wanted to return it, that it was too hard for him to use. I reminded him that this is the exact unit he wanted, that it was a ******* order and that he had been informed that ******* orders are non refundable and non returnable. The customer stated he was going to ship it back to the supplier. Thank you Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) At no time during discussions with the merchant did we even mention return policy or refunds. I have been a customer @ Play it Again Sports for around 15 years. I bought my first and only elliptical from them and I bought and sold other items to this store. I asked Play It Again Sports to order me a new elliptical so I would have local point of contact in case I needed repairs etc. I paid $******** for this new elliptical that I can't use and when I asked for help from the store owner he said there was nothing he can do to help me now. I find this very SAD. I am willing to pay the return shipping, all I want is a new, workable elliptical. Business Response /* (4000, 9, 2022/02/21) */ To reiterate: The elliptical was a ******* order item. ******* orders are prepaid and, again, not refundable. This has always been our policy and the customer was informed of this. This customer appears to be disingenuous. In his text above he states: "I asked Play It Again Sports to order me a new elliptical so I would have local point of contact in case I needed repairs etc". In fact, the customer was aware that we did not perform or manage repairs because he had asked me to do just that with his prior elliptical and I informed him that we did not provide that service. Also, the customer claims to have been a customer for 15 years. In fact, this customer has made 2 purchases in our store over the past 12 years. We appreciate every customer and their purchases and that last reference is only to call into question the customer's account of the facts. The elliptical works exactly to specifications. That was the case when we assembled it and tested it in our store and when it was delivered to the customers residence. In addition, the customer used it when it was delivered and he had no concerns. When a customer demands a specific item and will not even consider an alternative in which we recommend and stock, it is that customers responsibility to ensure that the product is indeed what they want. It also limits what we can do when they change their mind on the purchase. If there is a manufacturer's defect, the manufacturer handles it and the customer has notified us that he was contacting them. I do not believe the unit is defective. Again, I personally suggested a different elliptical for the customer to consider but he was adamant with what he wanted and refused to consider another option that we stocked. Thank you

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