Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Oct. 15, 2024 I placed an order via email and telephone with ***** ********, territory manager and AED expert for ******* M5071A HeartStart OnSite SMART Adult Replacement Cartridge Electrode *******. Harkness promptly sent me a payment link and I paid in full via a Credit Card. I have the receipt. I checked in on the status of this order via email on 10/21 & a voice mail for ************** Mr. ******** called me back on 10/24 and it was only at that point that her told me there was a back order on the item I ordered. I see from an earlier complaint that this seems to be a standard misleading business practice. Please note just prior to typing this complaint I checked the AED Brands website section on AED pads, the ******** page and the "shopping Cart" - there is no mention in "bold letters" of a back order situation.I emailed Mr. ******** on 10/24 at the conclusion of our phone call to confirm his offer to send pads with a shortened shelf like and initiate a 25% credit back to my credit card. On 10/31 this was Mr. ********* reply to me via email: "Yes, I pushed the order to be shipped with the pads that have the shorten lifespan. I will go check on that right now. I do not have a tracking number for you yet. I will do everything I can to help get this out.Also ******* the Manufacturer has also put us in a bad spot, they are going through back order as well."I followed up on 11/6 via email with no response As of today, 11/8, I do not have any AED pad and I do not have a credit to my credit card. At this point, I have to purchase elsewhere because these are a regulatory item for me I must have them.I would like a refund for the full purchase amount .

  

  Business response

  11/14/2024

  Thank you for bringing this matter to our attention, and I apologize for the frustration caused by the delays with your order. Our team strives to communicate transparently, and Im sorry that the backorder situation was not made clear to you at the outset. After receiving your order on October 15, 2024, our representative, Mr. ***** ********, communicated that the item was indeed on backorder due to manufacturer delays. Although we arranged to provide replacement pads with a shorter lifespan along with a partial credit, I understand that the delays continued to be a source of frustration. Please know that we take your feedback seriously, and we will use this to improve communication regarding stock availability on our website. Im happy to confirm that our team has processed a full refund to your credit card as per your request, and an email was sent to you to confirm this. We appreciate your patience and understanding, and we hope to serve you again under better circumstances. If theres anything further we can assist you with, please do not hesitate to reach out.

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was shopping for a replacement battery for a non-profit an *** on February 3, 2023. At the time of ordering AED Brands website indicated the battery in question was in fact available. After placing the order and paying for the *** battery, I received an email stating the purchased item was not in fact in stock. and had a ***** week lead time although that was not guarantied. No affirmative follow-up was received from this company and follow-up on March 23, 2023 and April 10, 2023 was met with minimal information, on May 24, 2023 I followed up and was advised that the battery was to be shipped although I had requested cancellation. While there was a shipping number assigned (without carrier company information) there was no indication that the piece was already in transit. AED Brands indicated no refund or cancellation was possible and I advised that they need to initiate return process. My interest is a refund to my account and thus refund to the non-profit and an end to deceptive marketing practice of claiming availability of materials that are not in fact available.

  

  Business response

  05/27/2023

  This customer ordered two items on 2/3/23 - a set of adult AED pads and a battery. We have clear messaging in bold type on the battery web page indicating that the battery is on a nationwide backlog (please see attached image and URL ********************************************************************************;

  In addition to the messaging on the web page, we contacted the customer to let them know of the delay of the battery. The adult pads shipped on 2/3/23, the day the customer placed the order.

  The battery shipped 5/24/23 and is scheduled to be delivered 5/31/23. We are happy to process a return on the battery. We did not deny a request for returning the battery. We will reach out to the customer on 6/2/23 to process a return.

*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. ↩