Complaints

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered orthopedic shoes on 1/27/24 and the salesman said they would be in within a week if not sooner. Despite this I have not received the shoes and and the phone always goes to voicemail. I have left messages and have not received any phone calls back. I called the Mountain View store and was told that the reason there are no return phone calls because they are busy. I paid $98.38 and want that refunded to either the card or myself so I can go out and purchase the shoes from a company that doesn't have the motto, WE DEFRAUD EVERYBODY!

  Business response

  02/15/2024

  This order was only 2 weeks ago.  No order comes in within 1 week.  Not unless one pays for expedited shipping.  Also, on the receipt is clearly states "there are no guaranteed delivery dates".  Also, this order was done using a Flex/HSA card and these are insurance/reimbursement claims.  It states clearly on the receipt that we do not issue refunds on HSA/FLEX plans as the billing creates the potential for insurance fraud.

  When the items come we call the client to let them know they are here.  We contacted this client at his number provided to us  ************ ib 2/13/24 and a message was left that they are in the shop.  We have a copy of the order slip where the client wrote the phone number himself.

  We also called the client on 2/9.  We returned his phone call to let him know the shoes were on the way and due in the next couple of days.

  The shoes were ordered on the 27th of January at our office.  A Saturday.  The ordered was processed by the manufacturer the during the week after that Saturday.  Just a few days later.  It was boxed and shipped within a day or two of the order being processed.  The shoe came into the shop in 12 business days.  There was not a payment for an upgrade in shipping.  This was shipped as regular ground freight.

  There is no scam and everything came in within a reasonable time.  

  We cannot guarantee dates of delivery.  What happens if the truck catches on fire or the manufacturer is overwhelmed with orders?  Or the *** truck gets to our shop after we close on a Friday and has to retry delivery on the following Monday?  Everything about this order was handled correctly and timely.  As stated, the shoes are in, came in within a reasonable time, the client was contacted twice.  

   

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