ComplaintsforCPAP Nation
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Complaint Details
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Initial Complaint
03/02/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Order ****** "AirFit F20 Full Face Mask" purchased online, received January 31, 2022. On March 2, 2022 contacted company via online chat with CSR re mask having tear near chin area was told that "it has been more than 30 days we are unable to provide warranty on our end, but you are able to still get manufacture warranty for 90days after purchase. Please see the link below with further instructions: ************************************************************ I told CSR that today, Mar 2, 2022 is 30 days. CSR said she had to check with supervisor and eventually replied "I have heard back from management and since the mask has been worn this is considered to be basic wear and tare for the product. That being said please use code ****** to receive an additional 20% a mask replacement" I have used these masks for the past several years and 30 days can not constitute normal wear and tear usage! I believe the mask to have been defective as I replace them generally once a year??? I also used the link provided to contact Resmed direct however, they are not a distributor to the end user and was advised "Your inquiry will be best addressed by your home medical equipment dealer who originally provided you with your ****** product(s). Authorized ****** dealers are available to work directly with patients..." I paid $66.28 for a mask that was defective and would appreciate a warranty replacement at no cost to me. Per the Resmed website ******** Ltd ******** warrants that your ****** mask system (including mask frame, cushion, headgear and tubing) will be free from defects in material and workmanship from the date of purchase for 90 days"Business response
03/31/2022
Business Response /* (1000, 8, 2022/03/25) */ Dear customer, We sincerely apologize that you are unhappy with your product. At this time, we have issued you a store credit in the full amount of ****** to your email address on file. You are of course welcomed to use the promo code ****** for *** off as well. We are so sorry for any inconvenience and hope you are doing well. Thank you for choosing a veteran owned small business for your **** needs!Initial Complaint
12/14/2021
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I ordered a mask and headgear from this company. I had ordered it with 2 day shipping which I had to pay for and the total price for the items was $107.99. Well the item didn't come on time so I told them to cancel the order . They said they had already shipped it out it was maybe about 4 days after I ordered it when one packaged arrived. I sent it back. Then a second package arrived and I sent that back. They told me once they received the items they would refund me so they let me know when they received them and the refund went through but I was only refunded for $48 on my credit card when the total order was $107.99. When I bring this up to them they talk like I am not entitled to a refund for the shipping because they held up their end and shipped it. I chose 2 day shipping it got here in 4. That is not what I paid for. Never in my life did I ever return something online and not get back what I paid for shipping. Is this even legal? I want the rest of my refund that they owe me which is $59.99.Business response
01/13/2022
Business Response /* (1000, 13, 2022/01/13) */ Here is our public response (if you feel this is sufficient): We apologize for any inconvenience but maintain that we did deliver the order within two business days. Since the customer's order was received in the afternoon on Wednesday, and Thursday was a Federal holiday (Thanksgiving), we processed and shipped the order on Friday, November 26th and it was received by the customer on Monday, November 29th - which would be two business days. Shipping & Handling expectations are listed beneath each product on our website, and the Return policy at the bottom of our website outlines that original shipping costs and return shipping costs are non-refundable. We swiftly refunded the customer for the products that we received but we did not refund the expedited shipping charge. We deeply regret that the customer had a less than favorable experience with our shipping timelines and do hope we have the opportunity to service the customer again in the future. Also just so you are aware, here are the details behind this customer's order as well as the details we clearly list on our website: Customer purchases 2 items on Wednesday, 11/24/21 at 3:06 PM EST and pays for expedited shipping. At checkout, this is a screenshot of what appears: (SEE ATTACHMENTS) In addition, here is screenshot of our listed expectations for Shipping & Handling which can be located when viewing any product in our store: (SEE ATTACHMENTS) Here is a screenshot of our Return policy: (SEE ATTACHMENTS) It is also worth noting that we received an inappropriate response to one of our promotional email campaigns shortly after this (screenshot below). We took immediate action and unsubscribed him from all of our platforms. (SEE ATTACHMENTS) Please let me know if you need any additional information from us in order to clear this dispute. Best Regards, ****** ****** Consumer Response /* (3000, 15, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never in my life did I return a product and not get reimbursed for the shipping and handling until now and as far as them saying it took long to process because of the holiday what company is not working on Thanksgiving? Especially an online business. If they didn't deliver on the 2 day shipping then I should be reimbursed for it because it didn't arrive within 2 days! On top of that it should be reimbursed to me anyway because it is a return and any other company would handle it that way. You don't charge a ton of money for 2 day shipping then it takes 5 days to process it. Especially during a holiday week when I received other packages on time from other businesses with absolutely no problem. CPAPnation was not going to reply to you but only did because I forwarded them your email to show them that they were going to get a bad review from you. They are crooks and just trying to cover themselves.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.