ComplaintsforAmenity Health Inc

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a pillow set from MedCline that is supposed to help with shoulder pain. It was delivered on 4/23/2024. When I unwrapped the pillow set, the large body pillow had a very strong odor of mold. I removed the cover and washed it and I have allowed it to air out for 2 weeks now. I tried to bring the pillow into my house, however it is causing an allergic reaction, where my face turns red and I have hives all over my body. Based on the very strong moldy odor, I believe there is mold in the foam. I took pictures of black splotches on some of the foam pieces. I have reach out to customer service several times now and provided pictures. They continue to dismiss my concerns and tell me that a "slight odor" is "completely safe and harmless". They are refusing to allow me to return it and have said I have to wait until 5/22/2024 to be eligible to return it. I cannot have it in my home due to the allergic reaction. I feel they are being unreasonable to force me to keep it another 2 weeks before they will allow me to return it. They also are going to charge me return shipping and a $25 return fee. I feel that is unfair, as the product is defective and I should not be penalized for the poor condition of it.

  

  Business response

  05/07/2024

  ****, 

  We sincerely apologize for any inconvenience you've experienced with MedCline. We want to clarify that we take customer feedback seriously and strive to provide the best experience possible.
  We regret the issues you've encountered with the pillow, including the scent and your allergic reaction. We assure you that the pillow is made from hypoallergenic materials and undergoes stringent quality checks, including CertiPUR-US certification for foam safety. The presence of mold or any harmful substances would be highly unusual and not in line with our product standards. We do note on our website and product information literature that MedCline does have a "new foam smell" when first opened as it is vacuum sealed after manufacturing. 
  Regarding your concerns about customer service and the return process, your refund was processed before this complaint was filed. We strive to resolve issues promptly and to our customer's satisfaction. If you have any other problems, ***** reach out to us directly so we can address your concerns

   

  Customer response

  05/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a body pillow from this company on April 05, 2024. I paid them $121.19. Their online front suggested they were a company that specializes in pillows for medical purposes. I was very cautious about ordering a pillow online because I understand the difficulty of returning things online. I checked their return policy before ordering. Its a very long policy. Here are some snippets of the policy. Our ****** Systems are therapeutic-the more you use them, the better you'll feel. To ensure you have enough time to properly adjust to your new MedCline, we require you to keep the system for at least 30 days after delivery, during which time we will work with you to help you find comfort and relief. If after this period we are unable to help you find relief, we will be able to offer a return (within 60 days of receipt). If after 30 days, your product does need to be returned, we will provide you with a return label for shipment to a designated approved recycling center.The policy goes on to express at the very end that none of these things actually apply to their pillows. Their entire return policy is limited to when you purchase a pillow system. Since I bought my pillow without the additional system accessories, my pillow suddenly becomes unreturnable! This company hides their refusal to make returns by incorporating their own branded lingo into their return policy. I was under the impression that my body pillow was the system they were referring to. Apparently if I had bought the extra accessories I would have been able to return it.This entire scam was underscored by a company that has non existent customer service. Their phone goes straight to voicemail and their online chat makes you talk to a bot. When I finally reached someone via email, they highlighted the loopholes of their return policy to me and said there was nothing they could do.

  

  Business response

  04/17/2024

  We apologize for any confusion regarding our return policy. MedCline Systems are returnable within 60 nights. However, our extra accessories are not returnable once they are opened. The Therapeutic Body Pillow is a MedCline accessory. This information can be found on our website at www.MedCline.com/returns. We try to be as clear as possible about our return policy, which states "Our 60-day Return Policy is applicable for all Relief System purchases (Reflux Relief System and Shoulder Relief System) only. Our return policy does not apply to the purchase of a Body Pillow when purchased separately, specialty pillows, or pillow cases. While these items are covered by our manufacturing warranty, body pillows, specialty pillows, and pillow cases cannot be returned once opened". Again, we apologize for any confusion this may have caused. 

  Customer response

  04/17/2024

  You have multiple complaints across the internet, including here on the BBB of customers expressing this same problem. Your return policy is blatantly deceptive to consumers to instill false confidence in your product.

  Your business sells pillows and pillow accessories. Your business makes up its own terminology to describe pillows that come with accessories as being systems and then proceed to base your entire return process around your made up terminology. The word system in English (outside of your businesses self defined world) is defined as a set of things working together. By the literal english definition of system, I purchased a body pillow cooling system from you. I bought an elaborate pillow from you with a detachable cooling SYSTEM. But since I didnt buy the additional accessory of a ramp pillow, my system is unreturnable?

  To further prove your deceit, I have screenshots of a positive review from your own customer posted on your own website. This is a review on the same pillow I purchased, the customer says Great System.. Thankfully this customer didnt have to return your product, or they too would find it confusing that they didnt purchase a system.

  This would be the equivalent of an electronic company have a great generous return policy, but quietly at the bottom saying this policy only pertains to the purchase of complete systems. And then the employee saying you cant return your TV because you didnt buy external speakers with it.
  

  What theyre doing is blatantly deceptive and any ethical company would acknowledge the problem here.

  

  Business response

  04/23/2024

  Thank you for bringing your concerns to our attention. We understand your frustration and would like to address the issues raised in your complaint.
  Firstly, we apologize if there has been any confusion regarding our return policy. At MedCline, we strive to provide clear and transparent information about our products and policies. Our policy states that we do not accept returns on opened body pillows, and this information is prominently displayed on our website to ensure customers are aware before making a purchase.
  Regarding your comments about terminology, we appreciate your feedback. The use of the term "system" is intended to describe our pillow configurations that include additional components like our advanced positioning wedge components and insert pillows. We understand how this terminology could be misunderstood, and we will certainly take your perspective into consideration for future improvements in our communication.
  It's important to clarify that our return policy is designed to ensure fairness to all customers while also maintaining the integrity of our products. While we cannot accept returns on opened body pillows due to hygiene considerations, we are committed to addressing any issues related to product quality or performance.
  We sincerely regret any inconvenience this situation has caused you. If you have further questions or if there's anything else we can assist you with, please don't hesitate to contact us directly at *********************************** We value your feedback and are committed to improving our customer experience based on your input.
  Thank you for your understanding.
  

  Customer response

  04/25/2024

  This response says its prominently displayed on their website that you cant return open pillow it is not.

   

  In fact, they have a standard button to a return policy, which I made sure to review before purchasing from an online company.
  

  Their policy speaks extensively about return all of their pillow systems. At the very end of this policy they exclude body pillow, despite body pillows being the primary component of their pillow systems.

  They do this to intentionally mislead their customers and instill a false sense of confidence. Even the customers in their reviews refer to their body pillows as a pillow system. Creating a return policy around your own definitions and burying your exclusions is deceitful. 
  

  I have accepted that this company has stolen my money and scammed me. Hopefully others can be warned. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the item March 27. Received it April 2. Tried 1 night and hate it. They said I have to keep for 30 days before they will accept a return and send a return label. I paid ******. I want money back and I don't want to wait 30 days to send back

  

  Business response

  04/04/2024

  We apologize for any confusion about our return policy. Our return policy requires you to keep the product for a minimum of 30 days before returning. This is generally the amount of time it takes to adjust to sleeping in a new position, and to break in the product. After 30 days, if you are unsatisfied we will provide you with a prepaid return label. You can find this information on our website as well: under www.MedCline.com/returns. By purchasing MedCline products you are agreeing to our return policy. Again, we apologize for the confusion! 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a therapeutic body pillow on 1/20/24 from MedCline for $112.55 to help with some neck and shoulder discomfort when sleeping. Order number S375577. I received it on 1/23 and on 1/26, I emailed the company to let them know that I needed to return it because it did not work for me. Not only did it not help with my discomfort issue, it is not long enough for me to use, as they show on their website, when I flip to my opposite side during the night. The company rep let me know that they are not returnable once they are opened. There is nothing that states this information when you are making this purchase. I shop online every day and I have never had this issue with another company. It should give you a warning when you are buying this product that it cannot be returned. "All sales are final" or something to warn you before you pay $100+. They offered to send me an additional knee pillow which would not help my problem at all. I think this company is very misleading by not making you aware that the pillow is non-returnable. I would not have purchased it at all, had I known this information.

  

  Business response

  02/26/2024

  Hello! It looks like we were speaking back in January and while trying to find a solution, we did not hear back from you. While opened accessorries, including body pillows, cannot be returned once opened (as per our policy) we were definitely trying to figure out a solution for you. I have sent you an email, to the correspondance thread we've had previously. Please feel to respond back at your convenience. 

  Customer response

  02/26/2024

  Its a body pillow. Im aware how to use it. It does not work for me, as I have explained several times.  Your company should be upfront and make the consumer aware that this is a product that CANNOT be returned. I would have Never bought it had I known that. Please refund my money and alert customers when they are buying something that is a final sale. 

  

  Business response

  02/27/2024

  Hi! Thank you so much for your response. Our return policy does state that, which can be found on our website under the returns section or at MedCline.com/returns. I am happy to make an exception an offer you a 50% refund and you may keep the item. 

  Customer response

  02/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased the Medcline Pillow on 12/6/23, it was a gift for my husband. Immediately upon using, he had lower back pain. I contacted Medcline ( had to leave a message and email multiple times to get a response) and was told I needed to wait 30 days before I contacted them again for a return label. I waited the time frame, tried contacting them again ( numerous phone calls and emails) and was finally able to get a return label and ship the system back. It was shipped back on 1/9/24 and I still do not have a refund and now cannot get anyone to return phone calls or emails. I have tried calling at numerous times of the day and they never answer the phone. I returned the product and want my money back.

  

  Business response

  01/22/2024

  Hi *****! Thanks for reaching out to us with your concerns, we totally understand. The tracking number for your return, 1Z3784EA9094505289, shows that we have not yet received the return which is why a refund has not been processed. I have, however, gone ahead and manually refunded you so that we do not have to wait for the package to arrive. I hope this clears things up!! We are sorry that the MedCline System did not work out for you and hope you find the relief you are looking for. 

  Customer response

  01/22/2024

  Terrible company, terrible service. Finally responded once I posted this complaint but ignored the other emails and phone calls for over a week.  ***** to return a product. DONT CHANCE IT WITH THIS COMPANY, find a better product and service. 

  

  Business response

  04/02/2024

  We apologize for your experience. We do not refund for initial shipping charges, and we keep $25 for the responsible disposal of the used product. This information is included in our return policy. Again, we apologize for any confusion this may have caused. We hope this helps! 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company claims to have this pillow to help your back. I was already having searing nerve pain through my right arm which my doctors thought could have been the way I was side sleeping. It was horrible awful pain and so I was desperate to try anything. I got this pillow and it was super confusing to use. I instantly noticed it was not helping the position I was in but I wanted to try it anyway. The angle that it put on my lower back (possibly because Im shorter but I got their small version supposedly) hurt it SO much I was now also in sharp pain in my lower back on one side. I had to pay to get adjustments and massages for a month just to get my lower back to normal. I tried to request for a refund immediately and she said I had to wait 30 days to make sure the pillow didnt work for me. Theres NO way Im going to continue to wreck my back like that. So it just sat around my house taking up lots of space. We had an incredibly busy 2 months after those pillows (which for me also including PT and chiropractor appointments from this pillow) and I was out of town when I finally remembered after 30 days. I sent the email to my husband to return who missed their warning of by the end of the week, no date or anything mentioned so it is confusing. Why on earth would you say not before 30 but definitely not after 60. Then they kept our return and didnt process any refund until I followed up again. Not they are saying they will only give 50%.. I honestly should *** your company for the pain and the time and the money for the appointments to fix my lower back after using your pillow. I already dont get a refund for the pillow covers Please is*** a full refund or I will be looking into getting reimbursed for my chiropractor and massage appointments caused by your pillow by lawyer means Order S337370

  

  Business response

  12/08/2023

  Hello! Thanks so much for reaching out. We are truly sorry you did not have a good experience with your MedCline System. It looks like you were refunded for the items that were eligible or return. We hope you have a great day.

  Customer response

  12/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a MedCline Pillow directly from MedCline online. I immediately discovered on the first night that the pillow was not going to work for me as it caused me further physical discomfort. I contacted Medcline, received a paid return shipping label, boxed and returned the pillow using the shipping label sent to me. The returned pillow was received by MedCline on April 25, 2023. As of May 9, 2023 I still have not received my full refund (minus the $25.00 for return shipping). I would like to have my money refunded, as promised for the pillow I returned. Thank you. Sincerely,*************************

  

  Business response

  05/10/2023

  Hi *****! It looks like we processed your refund of $195.20 on 5/7. The email confirming the refund may have ended up in your spam or junk folders so please check there if necessary. I hope this answers your questions and concerns. 

  Customer response

  05/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  MedCline has been pushing extremely aggressive *********************** on ******** for several months. A large portion of the ads state that the pillows are "back in stock." However, when I ordered my large MedCline Shoulder Relief System + Extra Cases Bundle for a total of $282.50 on March 27, I was immediately sent an email order receipt stating that it will be ***** business days before the order will ship. Furthermore, the email said that the order cannot be canceled before shipping, that order tracking is unavailable until a day after the order is shipped, and giving no method to verify order status.In the meantime, MedCline continued to advertise aggressively that their pillows were "back in stock" despite my protest comments to their posts, comments that MedCline never responded to. I eventually reported them to ********.It is now April 24 and I have not heard anything from them since they took my order March 27 and I have no way to find out the status of my order.

  

  Business response

  05/02/2023

  Hi ******! I am so sorry to hear about your experience, this is certainly not what we aim for. Based on the information associated with the order number you provided, your order was shipped out via *** on 4/25 and was delivered on 4/27. The tracking number is 1Z14543X0300480456. I would be more than happy to send you a replacement if you did not receive the package, or we can issue you a full refund. Let me know how you would like to proceed. 
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased MedCline Acid Reflux Relief System + Extra Cases Bundle, Small, Height 4' 8"-5' 4" at $349.99 from FSAstore.com. I got it and opened the box and it smelled so I didn't use right away. I finally unpacked to use anyways to see if the smell would go away. It smells like wet rags, mold, mildew, something. I figured I would use it and ignore the smell and migraines kicked in and throwing up. I took covers off, washed and put in a large room for 5 days and migraines were gone. Brought back to bed and tried again, migraines causing throwing up returned immediately. Contacted FSA that stated "This item is listed as a non-returnable item on our site as MedCline has a special facility for disposing of these items, which our warehouse does not have access to." Contacted MedCline and they tell me to do what I have already done. When I stated that, they won't accept return because 30 days passed. MedCline's site states"To ensure you have enough time to properly adjust to your new MedCline, we require you to keep the system for at least 30 days after delivery, during which time we will work with you to help you find comfort and relief. If after this period we are unable to help you find relief, we will be able to offer a return (within 60 days of receipt)." It hasn't been 60 days, makes me physically ill, and they will not accept a return

  

  Business response

  04/03/2023

  Hello! We are so sorry that your order is outside of the return window. Not to worry, the smell you are experiencing is harmless and is due to the brand new nature of the foam and the fact that it was immediately sealed after being manufactured. Eventually, that smell does go away. It is also important to note that the smell is harmless and non-toxic. 

  Customer response

  04/03/2023

  I have done what was suggested taking cover off, washing it (washed 2 times now) shake well, put in well ventilated room (did so for 5 days and again left outside for several hours Saturday and Sunday when it wasn't raining to air). The smell is o less. I don't accept that the smell is harmless and nontoxic. Nights I use it (again last night after rewashing/airing outside) I wake again this morning early with massive migraine and throwing up again. It is now put away awaiting for a return/refund. It is making me physically ill so IS harmful to my health. WAY TOO HIGH COST to make matters worse than better.

  

  Business response

  04/03/2023

  Thanks for your response. I will go ahead and ask the *** store to issue you a refund. They will be in contact with your shortly. 

  Customer response

  04/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incredibly dissatisfied with the way this return was handled. I am out $45 because this product did not work for my body type/sleep patterns. This business requires you to figure out a return box solution, potentially putting the customer out even more money. As a business selling a product to help people, their policies do not show it. You are charged a $25 return fee, even if the product does not work for you. And you are not refunded on the shipping. For any other business, it would be a complete refund on the entirety of the order since the product did not work. Especially, since I was a customer who tried (for about 2 months) to have this work for me. Anyone even remotely interested in this product should reconsider because if it does not work for you, you're out at least $45, which is absurd. I paid YOU for a product I no longer have. This business should be ashamed, and I will not be recommending this to anyone.

  

  Business response

  04/03/2023

  Hello! I am so sorry you were unsatisfied with your MedCline System. We have our 60-night return policy in place to protect customers like you who are not satisfied. We understand that while most people fall in love with the product, it is not for everyone so in those cases we allow you to return it for a refund if you are not happy. Because these are a Class 1 Medical Device registered with the **** we must dispose of the items. As noted in our return policy, the $25 return fee covers the shipping and disposal of the product. The original cost of shipping is nonrefundable, because that is a service that was already rendered. I hope this helps!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩