Recapping the problem to a Supervisor at Healthy Back:
The order was placed over the telephone with Lianna (sp?) on February 19, 2009. Nothing was ever mentioned during that conversation, or any of our subsequent ones, that this chair was a "special order" item that would incur a restock fee of 25% of the total cost of the chair; nor was it ever mentioned that there would be a $69.99 shipping fee for the return.
The chair arrived on March 3, 2009. Being away from the office on business until March 5, 2009, the chair was not unpacked and assembled until March 4th.
This new chair, compared to the older Presidential Plus Executive Chair, has markedly different arm rests - the former chair has stationary arms that are fixed firmly in place; this new chair has what can only describe as 'floating' arms that are not fixed/stationary -- they wiggle, which motion is unacceptable. A call was immediately placed to Lianna requesting information on how to return the chair for a credit to the charge card. Not until this telephone conversation, on March 5th, was a restocking charge and return shipping fee ever mentioned. Additionally, it was mentioned to Lianna then (and to the supervisor), there is what appears to be mold on the sides of the seat.
The next day the Supervisor replied to the email message indicating a reduced restock fee of 10% of the cost but maintained the return shipping fee. This agreement was reached and pick-up/return information was requested -- there has been no response.