ComplaintsforAnderson Home Health Supply

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I bought an expensive lift chair from a medical supply store here in Tampa for my dying family member in attempt to get him comfortable. The night it was delivered he sat in it disoriented and then moved to another chair and was bedridden from then and unconscious, I had hospice care bring a medical bed in for him and the chair was only sat in for a period of 5min or less. He passed *** next night it was delivered. I called the company to ask to have it retuned since it was never used and they told me it wasn't returnable. I was in a vulnerable state of mind and that wasn't the only thing going on in my life so I thought they were telling me the truth and I took their word for it. Months later I find out they have a return policy and I was taken advantage of. On the company's website it says .." RETURNS You may return most new, unopened items which were not special orders within 30 days of delivery for a full refund. Items should be returned in their original packaging. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). All returns will be subject to a 15% restocking fee. Special order items may be returned at our discretion. We will not accept returns on merchandise that was opened, used, is missing the serial number or UPC, or returned more then 30 days after delivery. If you would like to make a return or exchange, you must contact us by phone or email and receive an RMA number before returning your items. Items returned to us without notification will not be eligable for a refund or exchange." I was never offered anything just told NO RETURNs. If that medical supply store is willing to do this to a young person just in a vulnerable state of mind and just trusted their word what are they doing to our elderly population that have dementia and don't know any better. The chair was not just a few hundred dollars I paid $999.00 it was a floor item not special order.

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/06) */ Due to the nature of medical supplies many items are not returnable. Lift chairs are one of the many products that are not returnable. due to sanitary concerns these are not returnable. These items are generally sold to elderly people and are exposed to incontinence, open wounds and severe edema with leaky wounds to name a few. All of this was explained 8 months ago when this occurred. I do know that the patient was sitting in the chair when we left at the time of delivery and would have no way to know what happened following that. While it is certainly unfortunate that the patient declined quickly and passed away it does not change the fact that we cannot take back the chair. the return policy is indeed that "most" items are returnable but lift chairs are not one of them. Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chair was not involved with any kind of unsanitary use as I mentioned it wasn't used. The company mentioned they're sold to elderly people and exposed to those unsanitary things this was not the case in my event, he passed away the next day and I called just a few days later asking about returning it. I called another medical supply store and asked them what their return policy is? They said 30 days and absolutely we would have took a lift chair back with no problem. I sent pictures into the BBB and those pictures are exactly how the chair looks today new and unused. It was sat in for that few minutes as it was sat in plenty of times in the store and never used again since it was delivered.

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