Business Profile
Hospital Supplies
DME-DirectThis business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
2/5 stars
Average of 8 Customer Reviews
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Review fromDeanna N
Date: 04/24/2025
1 starDeanna N
Date: 04/24/2025
DO NOT ORDER FROM THIS COMPANY! THEY HAVE A TERRIBLE RETURN POLICY, 20% "RESTOCKING" fee!I normally dont leave reviews, but I feel compelled to warn other consumers about my experience with DME-Direct.I purchased three knee braces for my son after his MCL injury. He tried them all on, picked one, and requested that I return the other two. Like any reasonable person, I tried the items on briefly to check the fit. When I attempted to return two items, to my dismay, I received one back in the mail! I was informed one was not in pristine, unused condition because it allegedly had hair all over it. Not only was this claim highly subjective, but it was also based on a completely standard action, trying on the product! Interesting how both were tried on, but the more expensive $200 brace was ineligible. If any hair was transferred during the brief try-on process, it is crucial to recognize that this is a common and unavoidable occurrence with fabric-based products. As the proprietor, it is not the customer's responsibility to professionally clean or process items for resalethat obligation reasonably falls within their operational procedures when accepting returns.The company's response email was condescending, and despite my respectful efforts to clarify the situation, he stood firm without offering any reasonable compromise. I had no choice but to contact my credit card company to dispute the transaction. Bottom line: If you're buying from this company, be prepared to be stuck with the item even if it doesnt fit or meet your needs. They have strict, unclear return standards and zero leniency, even when the issue is minimal and ****************** somewhere else where customer satisfaction and reasonable return practices are a priority.DME-Direct
Date: 04/30/2025
Our return policy is very clear: ***************************************************************************. The customer was emailed our return policy link to initiate her return. It clearly states all orthopedic braces need to be returned in pristine, new, unused, resellable condition. Her knee brace return was covered with hair. We'd upload a picture(s) here if we could. Want to return a product because it doesn't fit or meet your needs? No problem. Please return it in the same condition that we sent it out to you. Fair is fair. You can try it on. You can wear it for 30 days, etc. But you still need to return the brace in pristine, new, unused, resellable condition.Review fromStacy S
Date: 04/19/2025
5 starsI ordered a Corflex ankle brace from them after the *************** gave me their information. I was extremely pleased. Pricing was great for what I purchased and I paid extra to ship through ********** because I was afraid standard shipping was through **** and Ive had issues with them. It was worth it. I had my package within 2 days of purchasing. I will definitely do business with them again.Review fromRon C
Date: 10/17/2024
1 starNot happy at all with this company. Ordered a shoulder pad online and same day exactly five hours later canceled it online. Used their specified method of contact. Surprised to receive item within a week of placing/canceling order. Called and person who answered told me no refunds allowed despite item never being removed from package. This item was $69.99 plus $8.00 shipping. Awful experience and awful companystay away!Review fromAdrienne F
Date: 10/11/2024
1 starTERRIBLE SUPPLIER:I ordered a Breg slingshot 2 sling. I clicked on two day shipping and in the cart it does not say that it is business days only. I paid $60 for two day *************** and it does not clarify next business day. Do not pay for two day shipping because it does not include the weekends and they do not clarify this in the shopping cart. I did not receive this product for 6 days. I also had to pay for reshipping fees. So my total expense was $173.60 on the initial order. They refunded me for a total of $90.39. I also Paid $50 shipping to return it. So I spent well over $200 for this and was only refunded $90.39 for a product that all I did was try on for five minutes and return. I ordered a Breg ice machine from ***************** and they have amazing customer service. I did not pay for two day shipping and I got it in two days (delivered on a SATURDAY and shipping was only $20). A seam on my machine broke about three weeks into use. And they shipped me a brand new one no questions asked and I did not have to pay shipping. This company needs to look at companies like My Cold Therapy and figure out how to do customer service!Review fromRyan C
Date: 04/11/2024
1 starRyan C
Date: 04/11/2024
Their size chart was wrong and they won't waive the 20% restocking fee. I'd have to pay the original and return shipping cost as well to return it and get barely even half my money backDME-Direct
Date: 04/14/2024
Hello. We addressed your concerns and provided solutions to avoid a restocking fee in a previous email to our customer support team Please call our customer service team at ************ to resolve any outstanding issues, and to initiate a product return/exchange. Sincerely,DME-Direct *************Review fromMARY B
Date: 01/19/2024
1 starMARY B
Date: 01/19/2024
Polar Wave cube stopped working after 14 days of TLC usage. Needed this as it is critical to my recovery from total knee replacement. Called DME Direct and they said one would be shipped out and return call to confirm shipment would be made. No call; I called and they said it was not shipped but would be that day and would arrive within 3 days. It did not. After 3 business days and a weekend I called and still it had not been shipped: was promised overnight shipping but nine days later after unacceptable replies of " the weather caused delays" I received a totally damaged machine. Still no refund and was told to send pictures etc to confirm MY comments!!?? Baloney! This is poor service, **** poor workmanship, and unacceptable!!! Liars and thievesDME-Direct
Date: 02/06/2024
The customer received her cold therapy machine on November 17, 2023 and reported her unit as failing on January 11, **** - so she had it for much longer than 14 days worth of "use". We called the manufacturer as soon as we were notified about her unit having stopped working, and had them process an order to ship her a warranty replacement. Due to severe storms both at the manufacturer's warehouse AND at ******* midwest distribution hubs, a replacement was not able to ship in a timely manner. A replacement was finally shipped overnight to her which she reported as being "totally damaged". The customer's photos of the shipment showed her shipping box was undamaged, yet the cooler inside was shattered under the base as though it had been dropped. Since we do not send used/previously returned cold therapy machines (our inventory is 100% new/pristine), and the manufacturer does not ship damaged units either, the customer's photo of her damaged unit is HIGHLY irregular. Unfortunately, the customer had to obtain a replacement through her physician's office. We refunded the customer her entire purchase price, and provided her with a return shipping label to send the "totally damaged" unit back to the manufacturer postage paid for a quality control/inspection. Due to the customer's complaint, ********************** and the manufacturer inspected all of their inventory - no other units were found to be damaged.Review fromAndrea N
Date: 04/29/2023
1 starAndrea N
Date: 04/29/2023
Save your money. Returned an item in new form and was not refunded all of my $$. Better Braces is a better site to deal with.DME-Direct
Date: 12/12/2023
We're sorry that your purchase did not work out for you. BetterBraces does not offer the DonJoy Deluxe Hinged Knee Brace on their website that you purchased. In the future, you might try purchasing the same brace from your doctor's ******* although that might be more expensive as a cash purchase.Review fromyolanda r
Date: 03/10/2023
5 starsyolanda r
Date: 03/10/2023
great customer service,friendly! and clean front area.also kept us well informed..DME-Direct
Date: 12/12/2023
Thank you for your kind words - much appreciated!
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