Thank you for taking the time to provide feedback. We take customer feedback very seriously. If we have negative feedback, our team utilizes that feedback to improve our products and customer-service.
As I understand your primary complaint; you were not able to brace your knees against the toilet and so transfer from your wheelchair onto the toilet lift. You also mentioned you didn’t like the motion path of the LiftSeat. But by the time you went to return the product, it was outside the return window and the product safety seal had been damaged and removed so you were unable to return the product.
I wanted to provide further explanation as to the importance of our return policy. Due to Occupational Exposure Safety Standard 1910.1030, LiftSeat is required to implement specific return guidelines to protect employees from being exposed to bodily fluids which may contain blood. You mentioned that you had not read the return policy closely. As I’m sure you would want to ensure the safety of our employees, our policy is not meant to be punitive but to protect employees from the possibility of being exposed to dangerous pathogens. We have to be diligent on our return policy due to the nature of how the product is used.
Your second concern was the motion path of the product. I’m sorry it did not work for you. Speaking from experience, our product is successfully used by 1000's of patients with mobility challenges. We wish our product could help every patient but we've learned how different the range of mobility problems exist and that they affect each patient differently. So not every patient will benefit from a LiftSeat. This is why we have the return policy so our customers can make sure the product works. We just need to ensure the safety seal remains in tact and that the product is not used.
We are constantly improving the product based on feedback from customers (similar to your feedback) the product now (effective May 1st 2017) offers two distinct motion paths for standing the user up. It moves forward and vertical with rotational seat pitch or it moves forward and vertical without the rotational seat pitch. Our research indicates these two motion paths will accommodate a high percentage of mobility related challenges facing our customers.
Because of our need to adhere to OSHA guidelines, I apologize that we were not able to take the unit back and offer you a refund. If you recall we were trying to work through solutions but you decided to donate the unit to the MS Society. Thank you for that generous gesture.
Thank you for your compliments on how well the product is made. We make our product in the USA and are very proud of the American craftsmanship.
-LiftSeat Management Team
