ComplaintsforMedical Department Store

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order on 09/21/22 with ************************************************ Store for a sit to stand transfer device. My credit card was charged $742.69 and I was promised my medically necessary piece of equipment would arrive in time from my fathers discharge from rehab on 09/30/2022. After many phone calls back and forth with wheelchair authority regarding the status of the item, and the companys inability to locate my item or confirm a delivery date, it was necessary to order the identical piece of medical equipment from a different company. The item eventually arrived from wheelchair authority later than promised and was no longer needed. The item was returned to wheelchair authority/medical **** store unused and in the unopened box. I paid $167 in shipping fees to return. I was credited $501.83, after a deduction of 20% restocking fee and a deduction of their shipping fees. NOWHERE on their return policy does it state their shipping fees would not be covered. In addition, the item I ordered was not listed as one the items that would be charged the 20% restocking fee. I am now out $407.86 due to their inability to track my package AND the item arriving later than promised. I have made attempts to resolve the issue with the business directly, with a response of Dear Valued Customer, I am sorry that you are unhappy with our policy but we charge a 20% restocking fee on items returned. This was not my error and ******************** should be held accountable for breech of contract.

  Business response

  11/29/2022

  Customer was made aware of return policy prior to returning item. Customer also received item within timeframe given at check out and we communicated with all along prior to order shipping. They had ample time to cancel the order if necessary. Customer was refunded accordingly. 

  Customer response

  11/29/2022

   
  Complaint: 18458626
  
  I am rejecting this response because:

  n regards to ID ********, and the business reply below:
  
  Customer was made aware of return policy prior to returning item. Customer also received item within timeframe given at check out and we communicated with all along prior to order shipping. They had ample time to cancel the order if necessary. Customer was refunded accordingly
  
  The reply received from Medical Department Store, is completely FALSE for the following reasons:
  
  I was never given the opportunity to cancel the order, as no one from ******************** was able to obtain any information regarding the status of my order. I made multiple calls to ******************** between 09/23/2022-09/29/2022. Each time I contacted ********************, I was informed that they were unable to connect with their sales rep due to the Hurricane in *******, and they would let me know as soon as they had any information regarding the status of WHERE my medical piece of equipment actually was. During the entire week I was contacting ********************, the status of my order online stated processing. They couldnt tell me if I would receive in one day or ten days. After an entire week of being unable to track where my order was, it was necessary to order a new Bestmove  sit to stand active mobile standing device, on 09/29/2022, as my father was being discharge to home on 09/30/2022 from rehab. I received the NEW equipment within 24 hours, from Amazon. The original sit to stand eventually arrived, unannounced, delivered to my fathers driveway. The only communication between ******************** and myself, was upon my prompting, but without any answer or resolution,
  Nowhere on their return policy does it state that identical piece of equipment, if returned, would be charged a 20% restocking fee. Other medical equipment is listed on their return policy, but not the piece of equipment I ordered
  Nowhere on their return policy does it state the customer would have to pay for the original shipping costs.
  I received a credit to my credit card in the amount of $501.23 on 10/28/2022, without any explanation on how this figure was derived.
  
  
  In conclusion, I paid ****** on 09/21/2022, the day the medical equipment was ordered. It was necessary to order the identical piece of equipment elsewhere one week later, as wheelchair authority was unable to track my order and unable to tell me WHEN I would be receiving the item. I paid $167 to return the unopened item, as it was no longer needed, due to their inability to track their own item. They werent even able to tell me if the item even shipped. I paid a total of $909.69 for a piece of equipment I do not even have in my possession. I am out $408.46 due to no fault of my own.
  
  I believe I sent a copy of their refund policy, in my original complaint.
  
  Please let me know if there is anything else you need from me. Any attempts to resolve the situation with ********************, was met with sorry. Thats our policy.
  
  
  Sincerely,
  
  ***********************

  Business response

  12/01/2022

  Unfortunately we have no counter offer. Return policy is stated on our website and customer has been refunded. Currently there is a credit card dispute open for this case as well so we have to work with merchant services. 

  Customer response

  12/02/2022

   
  Complaint: 18458626
  
  I am rejecting this response because:

  As stated in previous emails to the company and the BBB, the item ordered was unable to be tracked AND the company was unable to provide a delivery date. It was medically necessary to order the exact equipment elsewhere as the pt was being discharged to home and the equipment was nowhere to be found/tracked.   There was no option to cancel the original order.  Nowhere on the companys website does it state there would be a 20% restocking fee for this particular item nor does it state the customer would have to pay for shipping both ways.  I would NOT have had to return the item if it was not for the companys inability to track the original item 
  
  Sincerely,
  
  ***********************

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