Report: #283249

Complaint Review: Mark Vornsand

  • Submitted: Tue, November 06, 2007
  • Updated: Fri, April 04, 2008
  • Reported By: Pompano Beach Florida
  • Mark Vornsand
    35715 Hwy Us 40 Ste D106
    Evergreen, Colorado

Show customers why they should trust your business over your competitors...

Blair Hayes of Premier Health Products aka WFO Imports and Premier Massage Chairs lies to avoid customer complaints and warranty disputes.

This is not a reputable company. They advertised a special of a new chair that was returned for a discount and they sent me an old used refurbished chair with high mileage, while claiming it was better than new. This chair was damaged and had exposed wiring and the leg massage did not work. How would you like it if you bought a car and the odometer was turned back?

When I protested, they refused to exchange it. They then claimed the chair was smoke damaged and if I did not take back the chair I would be charged $711.00 to replace the upholstery. This is probably more than the company paid wholesale for this item.

This company is not the manufacturer. They import these chairs from China. They are cheap and they make a high profit on them. They do not have a factory service facility. They chair they sent me had a repair tag on it. This is not a quality item. It is a metal frame covered with PVC plastic material and it is not even comfortable as a regular chair. So when it breaks, it is totally useless.

There 5-year warranty is to their discretion. They only provide One Year of full coverage. After that, the purchaser must pay the shipping charge both ways that can cost 5 to 6 hundred dollars. There 30 day free trial is the same. If you decided not to buy the chair the original shipping charge is subtracted from you refund and you have to pay the return shipment. So it is not exactly free is it? You just paid over $500 for a free trial.

Company policy as copied from the website:

Return and Cancellation Policy: Customer has 30 days from the time the chair is received to return for a full refund of the purchase price less the original delivery and return shipping and handling costs for Premier Health Products chairs, this does not include Inada chairs. This also applies to chairs picked up at the WA warehouse, due to the fact that the chair must be returned to the CO location for inspection.

You may pay handling costs too. They don't explain that.

Returned massage chairs must be received in like new condition in the original packaging and materials, including manual, or the customer will be charged a restocking fee of 10% in addition to the cost of replacing the missing items. Financing customers are also responsible for finance processing fees on returned chairs. Massage chairs not in the original box cannot be returned. All returns must be accompanied by a Return Authorization Code or they will be refused by our receiving department.

Please call to obtain a Return Authorization Code and return shipping call tag. Customers that cancel or refuse delivery of shipped merchandise will be charged for all shipping costs and assessed a 10% restocking fee. Customer must have the chair in transit back to manufacturer on or before the 30th day. Any special services such as finance processing fees, date certain shipping, inside delivery, lift gate, white glove delivery, or unpacking of merchandise is non refundable. Orders that are cancelled prior to shipping will be assessed a six percent restocking fee to cover credit card charges incurred by our company in good faith.

It is the customer's responsibility to thoroughly inspect the chair for any freight damage or manufacturer defects and report to Premier Health Products within 3 days. Chairs damaged in shipping will be exchanged for another new chair at no cost to the customer. Do not discard boxes for 30 days, until you have assembled, inspected and tested the massage chair.

This company has left a lot of openings not to refund your money and that is exactly what they did to me.

I am an unhappy customer of Premier Massage Chair Company. In I bought one of their specials at a discount price. They claimed it was a return by a customer. When it arrived, the boxes were all beat up and the chair inside was damaged. It was not packed correctly. It banged around inside the box. It looked like they took spare parts from the warehouse and created a chair for me. One of the motors was bad too. Eric Henderson blamed it on FedEx and said it was in perfect condition when they shipped it.

I contacted the company immediately. It was in such bad shape I asked for an exchange or refund. They refused to exchange it and said it would have to be repaired. Finally, I agreed to the repair but I wanted satisfaction and the right to return it if it wasn't in good condition. They refused this and then said that I caused smoke damage to the chair and gave me a refund minus $711.00 to reupholster the chair. I had possession of the chair for less than a week and I do not smoke.

The email from the Premier Eric Hayes the President of the Company:

Thank you for your consideration Mark, I am sorry we could not come to an agreeable solution. Even though we are not obligated to provide for a return under your purchase agreement I will issue you a full credit minus the replacement of items that were not returned in a like new condition due to saturation from cigarette smoke per our standard return policies. As I am sure you will be refuting this charge with your credit card company, I will retain the non resalable items until we have resolved any cc claims. After that process if you would like us to ship them to you at your expense we a do so upon your authorization.

Blair Hayes, President WFO Imports LLC, dba Premier Health Products, 303-670-8882 Ext 10

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Do yourself a favor and do not buy this chair sight unseen. You will be sorry. Read the small print and buy your chair from a reputable company.

Pompano Beach, Florida
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This report was posted on Ripoff Report on 11/06/2007 10:12 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Author of original report

Premier Health Products has refunded my money in Full.

AUTHOR: Mrmark - (U.S.A.)

Premier Health Products has refunded my money in Full.

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#2 Author of original report

Response to Blair Hayes owner fo Premier Massage Chair Company

AUTHOR: Mrmark - (U.S.A.)

I am really happy that Mr. Blair Hayes of The Premier Massage Chair Company has finally responded to my posts regarding his company. He has now openly admitted:

1) He expects his customers to repair their own chair.
2) His Free Trial really costs the customer hundreds of dollars in shipping costs.
3) He gives such poor customer service that he forces his customers to contact the Better Business Bureau.

I think that if Mr. Hayes took care of his customers instead of thinking of ways not to help them, he would have a good company. I do admire a person who can start his own business. Although he knows how to import massage chairs from China and market them well on the Internet, he knows very little about handling customers. He hasn't learned that Word of Mouth Advertising is the most important promotion a company can have.

The chair he sent me was advertised as a returned item. Instead it was mixed matched parts put together to make a complete chair. The back and the base did not fit properly and the chair motors strained in operation. The arms of the chair were new. The chair had no company nametag, model number or serial number. But it did have a repair tag, meaning it was not an open box item it was a refurbished chair. This is False Advertising.

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He claims it was non-returnable but it did not have that information in the advertisement. I received an email from his company saying it was returnable and the S&H: $0.00.

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Later when I sifted through the fine print of their purchase agreement, it said all sales are final on open boxed items. I guess this includes chairs that have been poorly packed and smashed in transit.

Mr. Hayes claims FedEx damaged the chair. The boxes had little or no packing, so the items flopped around in the box. There was extensive damage to the wiring and frame.

In his response, he admits freely that he expects the customers to repair the chairs themselves. If you are not mechanically inclined, and are comfortable replacing motors and wiring, I suggest you do not buy from this company.

One customer told me that they are All about sales and no service This is shown on The Website where Premier is rated 403 out of the Top 500 fastest growing companies. He can be seen gloating over the thousands of chairs sold and $5.6 million in sales with only 5 people (employees) in his company. How can he service all those sales with such a small staff? The answer is, He doesn't. With the thousands of sales that he claims he is so petty to say that I damaged the chair. With his million-dollar company, he can't refund my money or send me a working chair.

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In my case, I did not want this broken chair. I asked for and exchange or refund. This was denied. They told me they did not have a chair to exchange it with although the model number (PHP 2022) was still being advertised on their website. I would have paid extra to get a new chair or taken a different model, but this was not offered. They told me I would have to keep the same chair after they rebuilt it.

I explained if they did not refund my money or exchange the chair I would contact my Credit card company and the Denver/Boulder Better Business Bureau. After I did I discovered that Premier Heath Products had numerous complaints. They both advised me to take them to small claims court because they do not handle litigation. My lawyer said that I could easily win a judgment, but collecting it would be too costly and difficult since this company is far away in another state.

This is what to consider when you purchase an item on the Internet from an unknown company. Since I had authorized this sale, it was my word against his. This is why Mr. Hayes had that smug attitude when I asked for a refund. He has done this before.

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This Chair Rocks was a deceptive review placed by Eric Henderson, Manager at Premier. These are the common company sales tactics. All the testimonials and news releases are biased. There are no true customer responses except a few that that made it through on reputable sites like Amazon.COM.

It seems these customers had a similar experiences with Mr. Hayes' company. The Ad was for the Relax the Back company who no longer handles Premier Health Products. This was their only retail outlet. Now that they have dropped them, the Internet is the only place to buy a Premier massage chair.

I finally gave in and agreed to have the chair repaired when Mr. Hayes promised to install a new frame mechanism he got from Relax the Back. I had no choice and I wanted to resolve the problem. I emailed him that I agreed to take the chair if I could return it if it wasn't in the condition they had claimed. He refused and charged me $711.00 for smoke damage.

Let's put the smoke damage in perspective.
Friday March 30th my friend from next door received the chair shipment when I was at work. When I got home I took pictures of the beat-up boxes with the feet of the chair breaking through. My friend was leaning on one of the boxes with a cigarette in his hand.

The next evening (03/31) I tried to assemble the chair and found that it was broken. Since I work two jobs seven days a week so I am only home in the evening.

On Sunday (04/01) the company was closed. I emailed them so they would have the information of the condition of the chair, on Monday. I got a return email on Monday saying the wanted me to repair the chair. I immediately emailed back saying that I did not believe it was appropriate.

Mr. Henderson of Premier did not get back to me until the following Sunday (04/08) claiming he could not reach me although he had my cell number. In the meantime I had repacked the chair because it was giving off a burnt electrical smell. One of the motors was jammed.

They finally sent me the FedEx return authorization paper and on Friday (the 13th) it was picked up while I was at work.

So in the short time I had the chair in my possession, Mr. Hayes said the upholstery was ruined by smoke? The chairs' covering is made of PVC plastic. Most the time I am either at work or asleep. The only time I came in contact with the chair was a few hours in the evening for the first few days I had it. The rest the time it was sitting repacked waiting for return authorization.

When they first said the chair was smoked damaged, I thought they meant the chair was in a fire. The chair had traveled through a wildfire area that was burning in northern Florida in shipment back to Colorado.

On May 1st he refused my offer to accept the chair with the ability to return it if it wasn't satisfactory and emailed me saying he was charging me $711.00.

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The chair was for sale again on their website on May 14th. This was not enough time to order new upholstery from the manufacturer in China and repair it. I believe he sold it as is.

They said they saw my friend, who had no physical contact with the chair, with a cigarette, and that is why they are charging me $711.00. Mr. Hayes offered no proof or receipt from the upholstery company to support his claim. (Why doesn't post if for us to see?) This would be the best way to dispute my claim. You know the answer.

Another customer who contacted me said they would not honor his warranty because of his weight. So if you smoke or weight too much, look out, you lose!

You be the judge. Do you want to risk thousands of dollars with a company like this?

Finally, I am glad to see that Mr. Hayes admits that the customer is responsible for shipment of the chair both ways. So his 30 days Free? Trial actually costs you hundreds of dollars. Although his website advertised Free Delivery when I purchased the chair, he twists the statement to say shipping included and then subtracts $150 from your payment. Then of course you have to pay for the return trip. If the chair is not packed perfectly he can charge you for that. This is why Mr. Hayes made up the smoke damage story, because he wanted me to cover his loss of shipping charges. He could not justify charging me shipping when he sent me a broken chair.

A couple of weeks ago Todd Harmon, from Elite Massage Chairs, on behalf of Mr. Hayes offered me $420.00 refund if I would stop posting my story and delete what I had on the Internet. I told him I would post the truth that they paid me the $420 and they receded the offer.

It is interesting that he said the reason they could not refund the full $711 is because Mr. Hayes had to reclaim what he had in the chair. Then why did he charge me $711 to begin with? I guess he had to make a profit. I believe that $711 is more than he paid wholesale for the chair new from China.

If you bought this chair, let me know.

You have heard both of our stories. The question you have to ask yourself is do you want to gamble your hard earned money, thousands of dollars, on a company that does not take care of their customers? The answer is clear. Do yourself a favor and buy your chair from a reputable dealer that will guarantee your satisfaction.

I have received quite a few responses from unhappy customers to my posting that have the similar claims. If you are interested you can contact me and I will send them to you. I am now preparing to post them for the world to see.

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#3 REBUTTAL Owner of company

Discover and the BBB Disagreed With Mark , So Do We.

AUTHOR: Php Chairs - (U.S.A.)

It is our goal at Premier to make every customer a happy customer. With thousands of customers every year and even more contracted trucks and delivery personnel, it is inevitable that problems will arise. Though the majority of problems are out of our control it is of course our duty to resolve each and every one of them. We went above and beyond for Mark. Not only has he chosen the internet as his outlet for his disappointment but he has also filed his complaints with the Better Business Bureau (BBB) and his Discover card. However after the BBB and Discover card reviewed our side of the story, they both agreed that we had acted in good faith. We are confident that you will too.

As stated in his testimonials, Mark purchased a discounted open box Premier chair, complete with full warranty and sold with no option to return. The chair he purchased was the last of its kind and an updated version was introduced. Mr. V was very aware of his terms of sale. Unfortunately when the chair was delivered it was clear that the chair had been mishandled in shipping, and the chair was damaged. Shipping damage occurs very infrequently but in rare cases it does. New chairs damaged in shipping are replaced or fixed in home if the damage is not significant. However Mr. V was an open box and no equal replacement was available. We offered to send out the replacement parts needed at no cost to Mark. The repair would have been easy but Mr. V was uncooperative.

Though Mark's chair was sold without the option to return we chose to take it back any way in an attempt to satisfy him. However when we received his chair back we discovered that it smelt heavily of tobacco smoke, not wild fire smoke which Mr. V claims was the cause. As tobacco smoke is very easy to detect but nearly impossible to remove our only option was to re-upholster the chair. Before we did the repairs we gave Mr. V the option to allow us to fix the shipping damage to his chair and return it to him. Instead he refused all of our solutions and stayed firm that he wanted a brand new chair in replacement for his open box chair that he had caused damage to by allowing it to come into contact with smoke. His request was unreasonable so we processed the return and refunded his card less expenses and damages.

Mr. V claims he does not smoke yet these pictures clearly show someone in his household does frequently, this calls into question the accuracy of Mr. Vs claims. If you look at these pictures taken from Mr. Vornsand's postings you will see one shows an arm with a cigarette in it and another picture shows an ash tray. Like any purchase, it is the customer's responsibility to take good care of the product for full refund upon return. The chair smelled strongly of tobacco smoke when it was returned to us. You can review the images by copy and pasting the link below.

Mr. V has made a laundry list of additional complaints all of which are untrue. Among others he claims he was not aware of the $150 shipping charges included in his original purchase yet in the very same screen shot he has provided to prove this point, the charge is clearly stated. Mr. V has been unreasonable thus our attempts to please him have failed. You can review the images by copy and pasting the link below.

You can review our Better Business Bureau standings by copy and pasting the URL below. 100% of claims has been resolved to BBB standards.

Despite Marks attempt to reverse the charges with Discover, Discover chose not to reverse the funds as they too agreed that we had acted in good faith.

Please call us at 866-801-2113 if you have any questions or comments. We value your trust in us.


Blair Hayes
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