ComplaintsforAll Diabetic

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 10th 2022 I purchased six catheters from this vendor at the price of $8.92 per unit plus shipping in order to receive the items before July 16th 2022. In addition to the $53.52 I paid for the six units, I was also charged $10.95 to ensure the arrival by 7/16/22.On 7/19/22 one of the six products I paid for had arrived. At no time did the seller communicate a stock issue or back order of these items. Nor did they provide any information about it being delayed beyond the delivery date I had paid for.I'm seeking a full refund for the entire amount of $64.67 immediately for failing to deliver what I agreed to when providing my payment information. The company has failed to respond to my request for a refund or correction of the overcharge made on my card for the undelivered items.

  

  Business response

  07/27/2022

  I am so sorry that this customer decided to complain to the ********************, rather than call us or email. The only notes we have in our system say that the customer wanted the delivery before he left for ****** on July 16. We placed the order with our supplier on July 11. One item shipped and the remainder were backordered. Our supplier did not notify us of the backorder situation. Our supplier is one of the largest in the country and normally and their backorders resolve themselves in a matter of days. If the customer had given us a call, instead of ********************, we would have seen the backorder and been able to search for an acceptable substitute to overcome the backorder situation. Maybe the BBB can help him with that. 

  Now you say the customer wants a complete refund, including the product he actually received? We will refund all but the one item he received. If he wants a refund for the one he received, he can send the unopened product back to ** at:

  Diabetesstore.com

  RMA 82229

  4381 **********

  *************, ** 33065

  As soon as he gets it back to us, we will refund it.

  For quick reference, our customer service phone is ************** and our email is *******************************

  It would have been a lot less stressful for all involved if he had given us a call first, before complaining with the BBB. Diabetesstore.com has been in business since ****. That's 20 years and we didn't get here by partially shipping orders and not responding to customer service issues in a timely fashion.

  Customer response

  07/27/2022

   
  Complaint: 17629810
  
  I am rejecting this response because:
  The seller needs to provide shipping label to return the item that was not only delivered late after charging an increase delivery fee, but now 16 days later, an order that remains incomplete after charging my card. 

   

  Regardless of any stocking issues, when you charged the customer's card, that is not the customer's problem.  What is the customer's problem is when a seller does not provide any type of confluence on the backorder the way they did here in claiming what would 'normally' happens in the scenario.

  I don't care how long they've been in business, but they're never going to see mine again after this attempt of failed attempt to save face and miscommunication. 

   

  Sincerely,
  
  *****************************

*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. ↩