ComplaintsforComfort-truss
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had bought a hernia ***** ordered a small size which I normally do. It was a little too small so I called to return it when they received the trust they said it was soiled which I only had worn it for a two week. Period and I doubt that, so I asked them to please return the trust and I will work with that size and they have never responded and they initially never told us of their return policy until I called to return it so I feel without returning it. They basically stole the $85 Truss, which is a little more expensive than Im used to .Business response
07/26/2024
Our return policy, which is clearly stated on our website and reiterated in our email communications to *****************, specifies that since the items are considered undergarments, items must be returned in their original, sealed packaging and in new condition to be eligible for a refund. Unfortunately, the hernia truss belts returned by ************************* were obviously used for an extended period of time and not in their original, sealed packaging, thus not meeting the criteria for a refund. We have photographic evidence documenting the condition of the returned belts.
We regret that **** feels they were not informed of our return policy until after initiating the return process. However, our return policy is prominently displayed on our website, and we made every effort to communicate this to him in our email correspondence.
We understand that this situation is disappointing for ****, and we sincerely apologize for any inconvenience caused. As a gesture of goodwill, we offered a discount on a future purchase, though this was not mentioned in the initial complaint.
We take customer satisfaction seriously and always strive to provide clear communication and fair policies. We hope this response clarifies our position and the reasons behind our actions.
Thank you for your attention to this matter.
Sincerely,
***********************
President
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.