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OfficeMax - Orem, UT Office Max Has a Deceptive Warranty Replacement Plan
Carrick I Executive Chair - Complaint
Review by clint.t.wilson on 2012-09-08
Rating: 
OREM, UTAH -- In short, the service in the store was horrible, the warranty is a scam, and the entire thing was deceptive, degrading, and despicable.
I purchased an office chair at this OfficeMax on 9/15/11. It was a $180 chair that was discounted to $100. I was told by the sales associate and a manager or supervisor that if I purchased the 3 year warranty on the chair that it would be replaced if anything happened to it, no questions asked.
I was wary of this promise so I checked the service protection booklet as well. It said that "If your furniture fails, we arrange to have it repaired and pay the bill - no deductibles, no hidden fees. If your product cannot be repaired, it will be replaced."
Less than a year later and the seams are coming apart on the chair. I call the customer service number and they tell me (after more than an hour wait) that they can reimburse me for the $100 purchase price of the chair, but nothing more. They will not arrange to have it repaired; they said that wasn't even an option. When I asked to have it replaced, they said they don't have a warehouse with products and that they never replace anything, they just reimburse the customer for the purchase price.
I assumed there must be some misunderstanding and spoke to a supervisor on the phone to no avail. I then went into the store to try to get my chair replaced. I spoke to Ryan, the store manager. He told me he could do nothing at all. He couldn't give me money or a chair. He told me that he found nothing confusing about the service protection pamphlet, despite it never even using the words "reimburse" or "purchase price" anywhere. He told me that he didn't understand why I found it confusing, that no one in his twelve years had ever complained about not being able to get the product they purchased a warranty for replaced with the same or an equivalent product. He insinuated, without actually saying it, that I was an idiot and he just wished I would leave.
I asked him, "Which is more clear, more helpful to the customer, or better represents the actual warranty program: 'If your product cannot be repaired, it will be replaced.' [this being what is actually written in the pamphlet] or 'If your product cannot be repaired, you will be reimbursed for the purchase price of the product, not including any discounts on the original retail price.'" [this being what the program actually is]. He literally laughed at me and said he found nothing confusing about the wording in the pamphlet.
In the end, I received nothing for my time, effort, and frustrations except to have a store manager laugh at me for wanting the chair I purchased to be replaced with the same or an equivalent product. Utterly disgusting customer service.
I purchased an office chair at this OfficeMax on 9/15/11. It was a $180 chair that was discounted to $100. I was told by the sales associate and a manager or supervisor that if I purchased the 3 year warranty on the chair that it would be replaced if anything happened to it, no questions asked.
I was wary of this promise so I checked the service protection booklet as well. It said that "If your furniture fails, we arrange to have it repaired and pay the bill - no deductibles, no hidden fees. If your product cannot be repaired, it will be replaced."
Less than a year later and the seams are coming apart on the chair. I call the customer service number and they tell me (after more than an hour wait) that they can reimburse me for the $100 purchase price of the chair, but nothing more. They will not arrange to have it repaired; they said that wasn't even an option. When I asked to have it replaced, they said they don't have a warehouse with products and that they never replace anything, they just reimburse the customer for the purchase price.
I assumed there must be some misunderstanding and spoke to a supervisor on the phone to no avail. I then went into the store to try to get my chair replaced. I spoke to Ryan, the store manager. He told me he could do nothing at all. He couldn't give me money or a chair. He told me that he found nothing confusing about the service protection pamphlet, despite it never even using the words "reimburse" or "purchase price" anywhere. He told me that he didn't understand why I found it confusing, that no one in his twelve years had ever complained about not being able to get the product they purchased a warranty for replaced with the same or an equivalent product. He insinuated, without actually saying it, that I was an idiot and he just wished I would leave.
I asked him, "Which is more clear, more helpful to the customer, or better represents the actual warranty program: 'If your product cannot be repaired, it will be replaced.' [this being what is actually written in the pamphlet] or 'If your product cannot be repaired, you will be reimbursed for the purchase price of the product, not including any discounts on the original retail price.'" [this being what the program actually is]. He literally laughed at me and said he found nothing confusing about the wording in the pamphlet.
In the end, I received nothing for my time, effort, and frustrations except to have a store manager laugh at me for wanting the chair I purchased to be replaced with the same or an equivalent product. Utterly disgusting customer service.
Comments:
Posted by unhappy999 on 2012-09-08:
You're right, the pamphlet wording was incorrect. On the other hand, as least you're getting you're money back. Most of the complaints about warranties on here are that they get nothing, in that case, they truly are a waste of money. Take your $100 and try to get another chair on sale.
Posted by HonestForSure on 2012-09-09:
"at the plan administrator's option" is always worded into these plans. It doesn't pay them to have someone come out to your home to fix a chair. Furniture repair people few and far between. Oh well. Retailer's mantra: Sell'em and duck.
Posted by trmn8r on 2012-09-09:
If you compare this with, say a tv that is no longer available and they also don't have parts for (can't be repaired), it is comparable - you get your money back. It isn't a bad deal.
However, the way it is worded, it sounds like your interpretation is more correct. On the other hand, I agree with the first reply that the wording may be in error. What is logical is that they will refund the amount that you actually paid. That is the amount on the receipt - you would most often not be able to prove what the price without discounts was.
I can see how this left a bad taste in your mouth, not the least of reasons being the chair fell apart prematurely, but at least you are getting your money back.
However, the way it is worded, it sounds like your interpretation is more correct. On the other hand, I agree with the first reply that the wording may be in error. What is logical is that they will refund the amount that you actually paid. That is the amount on the receipt - you would most often not be able to prove what the price without discounts was.
I can see how this left a bad taste in your mouth, not the least of reasons being the chair fell apart prematurely, but at least you are getting your money back.
Posted by BigAl on 2012-09-09:
The OP is not really getting what he paid for. He paid for an extra warranty so that the chair would be repaired or replaced. He is out the cost of the 3 year warranty he paid for. In essence he is being cheated out of (at the minimum)2 years worth of warranty.
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