ComplaintsforRehabmart.com

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Rehabmart has been ghosting me since their email in May acknowledging that the replacement manufacturer sent me is also damaged and not the color I ordered ( I ordered black color, manufacturer sent me white)each time I contact Rehabmart merchant I'm told I will get call back but never have ( since May 29th 2024 no call)

  

  Business response

  07/23/2024

  Thank you for your patience and understanding regarding order ID ********. On May 21st, 9 days after your purchase, you contacted us to report that the item you received was damaged and appeared to be preowned. Following our standard return process, we reached out to the manufacturer, who also handled the shipping, and requested a response. 
  

  As shown in the attached evidence, you initially requested a replacement and confirmed your shipping address upon notification of a potential replacement. A shipping label was provided to return the original item, and a few days later, you received a new, fully functioning product. Upon receiving the original item, the manufacturer confirmed it was in perfect working condition and not preowned. 
  

  After receiving the new item, all communications ceased until we were notified that a dispute had been filed regarding the quality of the merchandise received. Despite the manufacturer confirming that the original item was in perfect condition, our return process ensured you received a new, fully functioning product. The dispute was resolved in our favor, as the evidence clearly showed that we handled the issue professionally and in accordance with your initial request for a replacement of the "damaged" item. Requesting a refund nearly 70 days after purchase, after receiving two fully functioning items, and following a merchant dispute that was resolved in our favor, does not seem fair.
  

  We want to highlight that we are continually working to enhance our processes, demonstrating Rehabmart's commitment to transparent and fair business practices. We are fully dedicated to addressing  any customer concerns or issues and are willing to find a solution that meets the needs of both parties.

  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a speech/language pathologist who used grant ***** to purchase an adaptive switch/toy for a multiply handicapped student. Rehabmart listed a toy as the Razzle Dazzle Bead Chains Sensory Stimulus Reward Switch Toy which was supposed to be used as not just a toy, but as an adaptive switch to activate an adapted battery toy. It was also supposed to be a music box. Rehabmart posted the wrong item in this listing. What I received was just a cheap, plastic frame with beaded chains hanging down for $180.00. They have a very complicated return policy, but the manufacturer, Enabling Devices, did receive my item. I have been emailing and calling Rehabnet since March. They basically say they're working on it, but I still have not received a refund. I had to call the manufacturer myself to nudge this along. Supposedly the customer service rep sent a memo to accounting last Wednesday, 5/15, but no further contact with me. I sent them another email this morning, 5/20. I just want my $180.00 grant ***** back.

  

  Business response

  05/28/2024

  Thank you very much for your patience and understanding regarding order ID ********. This order was placed on February 26, 2024, and a return request was submitted on March 16, 2024. In accordance with the purchase terms, the request was accepted, and a return authorization and address were provided.

  
  As stated in our return policy, which you agreed to before purchase, and reiterated in subsequent emails, providing a valid tracking number is essential for monitoring a return shipment. Often, customers choose to keep an item even after a Return Authorization is issued, making tracking information crucial to confirm the item's return. Additionally, this information helps expedite the issuance of a credit memo from the manufacturer, reducing the refund processing time. Also, when an item is returned to the manufacturers warehouse, it undergoes an assessment process to ensure it has not been damaged or compromised before a credit can be issued.

  
  In this case, the lack of tracking details delayed the refund process, as the shipment had to be located between Rehabmart and the manufacturer, who handle hundreds of shipments daily from across the country. Fortunately, thanks to our company's efforts and the cooperation of the manufacturer, the box was finally found, and a credit memo was issued. A full refund for this purchase was processed on May 21st, as communicated.

  
  Our Purchasing Terms and Policies are designed to ensure customer security and protection, and we continuously refine them to enhance the customer experience. We have established clear steps and procedures to ensure a smooth process throughout your experience with us. We apologize for any frustration this may have caused. Please rest assured that we are always working to improve our communication and address issues with manufacturers to better serve our customers.

  
  If you have any further questions or concerns, please contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future.
  

  
  

• Initial Complaint

  04/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In mid Nov I ordered a couple parts from Rehabmart for a Merits Scooter that my mother has. We did not have a parts manual & couldnt get a person to talk to so we were ordering blind one might say. I did finally get in touch with Purchasing Manager, ******* at ext 1006. ******* went over the list of the 2 items I thought I needed & came up with what we thought to be correct merchandise. Merchandise arrived mid Dec & was nothing like what we needed. I emailed Rehabmart to get a return # in order to be able to ship merchandise back to them. On 12-21-23 I received email with return # as well instruction provide them with tracking # as soon I shipped merchandise back. Merchandise was returned by ***** on 1-8-24 at which time I email ***************************** with tracking #s while sitting in ***** parking lot. On 1-11-24 I received email asking for Proof Of Delivery showing products had been shipped & delivered. I called *****, got the information then sent email to *****************************, Care/Acct. Spec, that it was delivered on 01-09-24, time delivered 3:09pm, signed for by CCAROL. Days later ****** called me again asking for the same info. I gave it to him again. *** called ****** so many times giving him the same ********* keeps telling me that hes working on it or h*** check on it & get right back to me. The last time I spoke with ****** was 2-5-24 at which time he told me that they finished recd credit on 1 of the pieces of merchandise but not which one & that the other piece still had not been recd. I dont believe this. I believe ***** delivered both boxes just like they said they did. My mother still has not received any credits from Rehabmart. She paid $530 for wrong parts. Then paid $221 to ship merchandise back. Rehabmart said they have a 30% restock fee which, $159, which I believe my mother deserves for all this headache. Im asking for a total of $921.00 on behalf of my mother. Please feel free to call with any questions since Ive been handling this for her.

  

  Business response

  05/09/2024

  We appreciate your patience and understanding regarding Order ID ********. Your original purchase was made 11/28/2023, and we received your request to return the items 12/18/23. In the response email to this request, as well as in the purchase terms and conditions policy that customers must agree to before purchases are finalized, the restocking fees are stated. This information can also be readily found on our website. It is also stated in the original email.
  We provided the return authorization number via email on 12/21/2023, and described the necessary steps per our terms and conditions policy. In this email, to receive credit for any product, we ask specifically for the return tracking number(s) so that we may follow up on the return inspection with the manufacturer. We also stated specifically in this email that returns that do not meet return specifications will not be eligible for return credit, and that a 30% restocking fee will apply if items are shipped back and that the return freight charges are the responsibility of the sender. These policies are agreed up via customer opt-in checkbox prior to finalizing purchase.
  On January 10, 2024, we emailed **** to follow up that we are missing the requested and necessary return shipping product tracking information. **** provided tracking numbers which were not valid on the carrier website nor did they yield any results for proof of return delivery.   We then provided screen shot evidence of no records found for the provided tracking numbers via email.
  
  We requested updated, accurate  tracking information for the return shipment that was sent.  Unfortunately, Rehabmart never received accurate tracking numbers which would confirm return delivery of the products.  We state clearly in these communications that the agreed upon return requirements must be met.   Bottom line,  we check with the return warehouse, and they report not receiving the item back.  In addition, all tracking numbers that **** provided were not valid.  We followed up with **** again on January 11th, 2024 to communicate all of which we received no reply.  
  Rehabmart thoroughly reviewed all of the details of this case and were not able to make an exception to our policy, as agreed upon requirements were not met through the course of the case. 
  
  One of our return agents provided an accidental refund was the customer in the amount of $81.03, even though there was no tracking proof provided that the item was returned. 
  
  Rehabmart would be more than happy to provide the refund for the items minus the applicable restocking fees provided that **** is able to provide accurate tracking information from the original return. After we receive this tracking information, we will confirm with the warehouse that these items were received. 
  We apologize for the frustration. However, we want to assure you that we are continuously working on improving our communication and addressing issues with manufacturers to enhance the overall customer experience.
  If you have any further questions or concerns, please feel free to contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future. 
  
  

  Customer response

  05/16/2024

  Please see the attached copy from ***** showing the same tracking numbers that I have giving to  the people at RebabMart each & everytime they have requested them. They continue to say they are invaluable numbers but they are not. I don't know what more I can do. As I stated before, the hassle I've received from this company is unbelievable when it could have all been settle if they would have just followed up with their own emails instead of making me do they work. My original settlement stands. The pain their put my poor mother thru is unreal. This whole thing is not the proper way to run a respectable business.

  

  Business response

  06/26/2024

  We appreciate your patience and understanding regarding Order ID ********. Your original purchase was made on 11/28/2023, and we received your request to return the items on 12/18/2023. As is customary, we obtained a return authorization from the manufacturer and communicated this information to you.

  
  As part of our return protocol, we require tracking information once an item is returned to ensure correct monitoring of the shipment and the timely refund of the purchased items. Unfortunately, the tracking numbers you provided were not valid, as shown in the attached evidence. In your email from January 3rd at 6:01 PM, you provided two tracking numbers: #*********** and #***********, neither of which were valid or traceable.

  
  Therefore, the claim that the same numbers were repeatedly provided to our representatives is incorrect. We responded to every call and email promptly. Valid tracking numbers are a crucial part of the return process; without them, we cannot confirm that the items were indeed returned.

  
  In the evidence attached to this complaint, you provide new information containing a tracking number that differs from what was previously emailed to us. The new tracking information (in the file named fedex.pdf) shows one new tracking number that appears as delivered, which is different from the one initially provided. This purchase has already been reimbursed, minus restocking fees, as clearly communicated in all previous correspondence and mutually agreed upon before checkout.

  
  It is essential to note that our return policy, along with all terms and conditions governing this purchase, was agreed upon during the checkout process and reiterated in all subsequent communications. If another valid tracking number is available, different from the ones initially sent to us, we would gladly refund this purchase as well, minus restocking fees, after confirming with the warehouse that these items were received. 

  
  Regarding shipping costs, our mutually agreed-upon policy clearly states that the cost of shipping an item back to the distribution warehouse is the customer's responsibility and that all returned items must be received in new, resalable condition.

  
  We apologize for the frustration. However, we want to assure you that we are continuously working on improving our communication and addressing issues with manufacturers to enhance the overall customer experience.

  
  If you have any further questions or concerns, please feel free to contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future. 
  

  
  

  

  Business response

  07/12/2024

  Thank you for your patience and understanding regarding Order ID ********. We want to clarify our business practices. Our return policy ensures fairness to all customers and supports our commitment to excellent customer service. We handle numerous return requests monthly, and our policy states that customers must ship back items with valid tracking numbers after receiving a return authorization. This tracking information is crucial for us to confirm receipt by the manufacturer, as the returns are not sent directly to us but to the manufacturer, who processes hundreds of shipments daily.
  When we requested tracking numbers from you, the ones provided (*********** and ***********) were invalid according to the courier's tracking website. We informed you of this on January 4th and January 9th, and you confirmed these numbers. After contacting the manufacturer, they confirmed that no items were received under those tracking details.
  In the attached documents for your initial complaint, you provided a different tracking number, ************. As you can see, the number provided in the document attached to this complaint has an extra digit that was missing in your previous emails to us. 
  We handle hundreds of returns and refunds each month, but we require our customers to follow these simple steps to ensure fairness for everyone involved. As shown clearly in the attached evidence, we did not refund your total purchase because the tracking information provided was invalid. The refund issued was a one-time exception to our policy, aimed at reaching a satisfactory resolution for all parties involved.
  We hope this response has addressed all your questions and concerns. If you have any further inquiries, please contact us at ************************************** We appreciate your patience and understanding throughout this process and look forward to serving you better in the future.
  
  

  Customer response

  07/18/2024

   
  Complaint: 21602687
  

  I do apologize for the mistake in the tracking.   After I received the message with number in place, I looked closer and realized that I had left out a number. I take full responsibility for this matter. Attached as "Fedex3" and "Fedex4", you will find both copies of the correct tracking numbers. Each one showing date of delivery, time of delivery, location of delivery and who signed for delivery. As you yourself stated in your reply dated 6-26-24, attached as "reimbursement" and I quote "This purchase has already been reimbursed, minus restocking fees." I asked you in my last reply to furnish me with account #s, name on acct, date of reimbursement and total dollar amount which you fall to do. You might ask yourself how long do you have to keep answering these questions? I would think if there were nothing to hide then you would finish me with the information I ask on the reimbursement of the first item as well as the information on the second item that im sending tracking number on now. these item have been back in stock with your company since 1-9-24 and most likely resold by now.

  
  
  
  
  
  

  

  Business response

  08/12/2024

  Thank you for finally providing the correct tracking information. Although several months have passed since the purchase date, we have processed a second refund for your purchase, minus restocking fees, as mutually agreed before checkout.

  An initial refund was issued on January 25, 2024, for $81.03, and a second refund was issued on August 9, 2024, for $289.10. Both refunds were issued to *********************, using the credit card ending in 7145, with the address *******************, the same card used for the original purchase. Please find the attached refund documents and a copy of our return policy.
  As per Rehabmart's policy, a 30% restocking fee is standard practice and was agreed upon before checkout. These refunds correspond to the correct tracking information being provided months after the initial request. We now consider the matter resolved on our end.

  We hope this response has addressed all your questions and concerns. If you have any further inquiries, please contact us at ************************************** We appreciate your patience and understanding throughout this process and look forward to serving you better in the future.

  Sincerely, 
  
  *****************************
  
  Rehabmart Post **************************************************** Fulfillment Department

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ID ******** placed on 10/30/2023 Product Sonicator 740 Therapeutic Ultrasound Unit Sonicator 740 with 5 cm2 1/3 MHz applicator Status: Expected to Ship The original ship date was pushed back We just received an update that it is estimated to ship on or around 11/6/2023 with this statement:"Please keep in mind that this is the most current information that we have. However, as we are in a dynamic situation regarding the global supply chain, your order may ship sooner or later than expected.Thank you,*********************** Rehabmart.com ************"Since then, each time I have contacted them past the previous dates, I have been given a pushed back date of January 19th and now Feb 5th with the same message as shown above from *****. Today as I spoke on the phone with *****, I asked if this was a rare occurrence or if this was common. She admitted that this is not a rare occurrence and that this happens regularly.

  

  Business response

  02/01/2024

  We appreciate your patience and understanding regarding Order ID ******** and the Sonicator 740 Therapeutic Ultrasound Unit from **************************. Upon further investigation, we found that the item was shipped on the same day the review was posted, 1/24/2024, and promptly delivered to you two days later on 1/26/2024. 
  
  Regarding the concerns raised in your initial complaint, we would like to emphasize that we do not have control over the shipping times of our manufacturers. 
  
  We understand the frustration caused by unforeseen delays and communication issues, and we sincerely apologize for any inconvenience. It's important to note that we always encourage customers to reach out to us if they wish to cancel their order due to extended wait times. We value customer satisfaction and are more than willing to accommodate such requests.
  
  In this situation, we noticed that there was no specific request from you to cancel the order. However, we want to assure you that we are continuously working on improving our communication and addressing issues with manufacturers to enhance the overall customer experience.
  
  If you have any further questions or concerns, please feel free to contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future.
  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an issue with a product that I ordered that is the wrong size. I returned it to RCAI, and I would like a refund. Rehabmart sent my my money to RCAI, however neither business is giving me a refund even though I have returned the product, PO number is RM255555 - abduction bar adult wide.

  

  Business response

  10/31/2023

  We extend our gratitude to you for assisting **************** in addressing his concerns and facilitating this communication. We take our customers' satisfaction seriously and aim to provide a thorough response to ensure transparency and clarity.

  In response to ******************** complaint, we would like to provide some context regarding the situation. We did indeed request return tracking information from him as part of our standard return process. Unfortunately, we have yet to receive this tracking information, which has posed challenges in our ability to verify the return with the manufacturer.

  Our return process and policy entail specific steps, one of which is for customers to notify their designated case manager of the return tracking number upon receiving return authorization. However, without the tracking number, the case is considered closed.

  Our Returns Case Manager, *******, engaged in a conversation with **************** earlier today, during which **************** declined to provide the return tracking number, making it challenging for us to verify his return.

  We want to emphasize that if **************** could kindly supply the return tracking number, it would allow us to track and confirm that the return safely reached the manufacturer. This step is critical for us to proceed with issuing the return refund, minus any applicable restocking fees, as agreed upon in our Return Policy, which can be reviewed at www.rehabmart.com/returns.

  To expedite the resolution of this matter, we kindly request your assistance in encouraging **************** to provide his return tracking number to *********************************** This action will enable us to process his return credit in a prompt and accurate manner, thus ensuring a satisfactory outcome for all parties involved.

  Once again, we appreciate your involvement in this process, and we look forward to your support in facilitating this matter to its resolution.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company sold me a medical device that needed a prescription. They had me pay $50 and use their online physician to obtain the prescription. I wasn't warned of the risks with this chamber with some of my health issues. I tried to use this product one time and had to get out immediately as I felt like my eardrums exploded. I contacted the company about returning for a refund and was told to send in my medical documents showing that my doctor told me to not use the chamber again. I was getting that together when I got another email from the company stating that they would not let me return for a refund. I have attached copies of my receipt, my refund request and their denial. This is a lot of money that I simply can not afford to spend for a product that I can't use because it is causing more damage to my health. They should not be allowed to sell these hyperbaric ******** to anyone that is not a physician. I had no idea how dangerous these are.

  

  Business response

  10/13/2023

  We appreciate your reaching out to us and detailing your concerns regarding Order ID ******** and the Hyperbaric Oxygen Chamber you purchased from Rehabmart.com. We take customer feedback seriously and are committed to addressing your concerns comprehensively.

  Firstly, we deeply regret any discomfort you may have experienced and wish to clarify our position on the matter:

  Prescription Requirement: It's important to note that the purchase of a Hyperbaric Oxygen Chamber typically necessitates a prescription by a provider, in accordance with medical device regulations. 
  Product Suitability: We empathize with your situation and the discomfort you experienced when using the chamber. We would like to clarify that the suitability of medical devices like hyperbaric ******** is typically determined by the customer when relaying their needs to a physician. The information given to the physician will determine their eligibility for the chamber. We encourage all customers to consult with their long term healthcare providers before using such devices to ensure that they are appropriate for their specific medical conditions. 

  Ear Decompression Instructions: We want to bring to your attention that the product manual contains crucial instructions, including those related to ear decompression. These guidelines are in place to ensure the safe use of the chamber and mitigate any potential issues, particularly related to ear health. It is essential for users to follow these instructions diligently to minimize any risks associated with the product.

  When using the Hyperbaric Oxygen Chamber, most individuals experience pressurization in their ears during both pressurization and depressurization. To alleviate Ear Squeeze, we recommend the following equalization procedures:

  - Yawning
  - Swallowing
  - Rotating the jaw or chewing
  - Valsalva technique: Pinch off the nostrils and blow gently through your nasal cavity until the pressure is equalized.

  *You can also control the rate of pressurization using the Air Deflate Valve. Open the Valve slightly until your ears are comfortable, then close the valve to continue pressurizing safely.

  Return and Refund Request: As per our return policy, medical devices must be returned in unopened and unused condition to maintain safety and quality standards. Unfortunately, we cannot accept returns on opened or used medical equipment due to health and safety considerations. We acknowledge your desire for a refund, but based on our established policy and the nature of the product, we are unable to accommodate this request.

  Furthermore, we remain committed to assisting you to the best of our ability, within the boundaries of our policies and industry regulations. While we understand your frustration, we cannot fulfill your refund request due to the nature of the product and our established return policy.

  We take great pride in offering high-quality products and providing exceptional customer service. Your satisfaction is important to us, and we are dedicated to working with you to address any questions or concerns you may have and provide the necessary information to help you understand the product and its usage guidelines.

  We appreciate your time in sharing your concerns with us, and we are open to any further inquiries or actions to reach a resolution that is fair and equitable for all parties involved.

  Thank you for your understanding, and we remain committed to ensuring the highest level of customer satisfaction.
  

  
  

  Customer response

  10/14/2023

   
  Complaint: 20713261
  
  I am rejecting this response because: *********** should not be selling these to consumers without having to actually visit their physician and getting a ligitament prescription after being cleared by their physician to use one of these ********. These ******** can cause serious damage/injury to people. I have spoke with my attorney and was instructed to try and work with Rehabmart and if they were not willing to resolve the issue, then we could move forward with a suit against them for the damage I substained while using this chamber. We will seek a civil legal action against Rehabmart for my health injury/damage as well as pain and suffering. I had hoped the company would settle out of court. All I ask was for a refund and to return the chamber that was only used once for a very few minutes. It is still like new. *********** will not try and work with me for a resolution that would be beneficial to us both. Therefore I have no other option than to seek a resolution in court.   
  

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

  

  Business response

  10/20/2023

  We have carefully reviewed your concerns and appreciate your openness in sharing your perspective. However, it's essential to reiterate our position in this matter, which is in line with our policies and industry standards.
  Prescription Requirement:  Our product clearly states that a valid prescription is required for its use, and this is a standard requirement for medical devices like hyperbaric ********. You obtained a prescription via a telehealth consultation with an independent doctor. We received that prescription, and then in alignment with our policies, we processed your Rehabmart order for a Mild Hyperbaric Chamber.  We did not dictate with whom or how you consult with your medical doctor.

  Product Suitability: The Newtowne Mild Hyperbaric Chamber you received is not defective.  Obviously, we cannot and do not guarantee specific medical outcomes from the use of a  medical device. We provide comprehensive information on our website, including the ***** stance on mild hyperbaric therapy (HBOT) ******** and associated risks.

  Medical Injury Claim: While we are empathetic to any personal suffering you may have experienced, there is no substantial evidence to support the claim that your medical diagnosis directly resulted in an injury due to using the Mild Hyperbaric Chamber that you were prescribed to use.  Furthermore, we provided clear instructions in the product manual, which explicitly outlines the ear-clearing protocol to ensure safe usage. The manual was shipped with the unit, is available on the product page as a PDF, and our website offers ample information about how to prepare for HBOT therapy:  The product page can be found at: ********************************************************************************************;

  Return Policy: You agreed to our return policy, which explicitly states that the Mild Hyperbaric Chamber is non-returnable. This policy is in place to maintain fairness for all customers.

  Company Reputation: Rehabmart has been selling HBOT ******** for home use for decades, and our founder has a personal history of using the treatment protocol for over fifteen years, including with his own children.  We have a long history of satisfied customers and have received no other accusations or complaints of this nature in our extensive history of doing business.

  We respect your right to seek resolution through legal means, but we maintain that our actions have been in accordance with industry standards and our policies. We remain open to further communication to reach a resolution that is fair and equitable for both parties.
  
  

  Customer response

  10/20/2023

   
  Complaint: 20713261
  
  I am rejecting this response because: What do you think would be a resolution that is fair and equitable for both parties.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a Rear support wheelchair for my dog. The wheelchair doesnt fit his needs and will not work for my dog. I had requested to return the wheelchair but the company is telling me the item is non refundable and non returnable. I read in their policy I have 30 days to return but theyre saying the item is not returnable. Im confused with their policy and dont understand. I will like to get a refund and be able to return this item because I need the money so I can buy some thing else that will help my dog. Please help

  

  Business response

  10/09/2023

  We appreciate the opportunity to address the customers complaint regarding her purchase on September 14th, 2023. We take customer concerns seriously and strive to provide a fair and thorough response.
  In response to the customer's complaint, we understand their frustration and disappointment with the product's fit for their dog's needs and their request for a return and refund. However, we would like to provide some context regarding the situation. As an authorized dealer for the manufacturer of the Rear Support wheelchair, we are bound by the manufacturer's policies, which designate certain items as non-returnable. The Rear Support wheelchair falls under this category, and we have made every effort to communicate this clearly to our customers by prominently marking the product as non-returnable on our product page. Additionally, before completing the purchase, the customer agreed to our terms and conditions, which explicitly state that once a non-returnable item has been shipped, it cannot be returned or refunded. We understand that this policy *** not have been fully understood at the time of purchase, and we apologize for any confusion that *** have arisen as a result. We genuinely empathize with the customer's situation and their desire to find a suitable solution for their dog's needs. While we are unable to process a return or refund due to the manufacturer's policy, we remain committed to assisting the customer in any other way we can. If there is any further information or support required, we encourage the customer to reach out to our customer service team.

  We value our customers and are dedicated to providing the best possible service. We appreciate your consideration of our response and hope to work towards a resolution that is satisfactory for all parties involved.

  Thank you for your attention to this matter.
  

  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a ****** for my father and when it arrived, we unpacked it and found out that with the bolts that stick out it is too wide for my father's bathroom door so he cannot use it.I sent an email twice now to the address they said at ********************************** to return the ******.The first time was on Aug 16th, 2023, and the second was on Aug 22, 2023, still no response. I also called the number that was given and left a message. My order number is RM252526 and the case number I was given was ****. I have 30 days from the date I ordered to send back the item.I ordered it on August 2nd, 2023. I just want to be able to send it back before the 30 days is up.

  

  Business response

  08/24/2023

  On August 21, 2023, Rehabmart Returns case manager, *************************, forwarded the return authorization and return shipping address to *****************************. Subsequently, on August 23, 2023, ******* reached out to her via email once more, seeking the necessary return tracking number. Regrettably, no response was ever received from *****************************. All essential information required for the return process was duly conveyed to the customer by **********************. We are including documented evidence of these interactions in connection to the provided email address belonging to *****************************. It is in accordance with our established protocol that if she encounters any difficulty in receiving our emails, she is advised to contact us directly, as emails can occasionally be waylaid by spam filters.

  Customer response

  08/24/2023

   
  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

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Texas Health and ***** Services purchased a ceiling lift for ** from Rehab Mart, in May 2022. Less than 6 months later it stopped taking a charge and will not work. Their policy is that I pay for an assessment and technician to replace whatever broke. I have contacted them with no results they only tell me they can not proceed until they receive payment.They sold a defective product, why should I pay them to fix their defective product? It worked one day and the next day it was not taking a charge.We have a disabled child and our expenses are already so high. Please help, we need this lift! He is 15, 5'2", and weighs 110 lbs. I am 63.

  

  Business response

  03/13/2023

  Thank you for taking the time to share your experience with Texas Health and ***** Services and Rehab Mart. We apologize for any inconvenience you have experienced with the ceiling lift purchased in May 2022. We understand your frustration with the malfunction of the ceiling lift and we want to assure you that we take this matter seriously. Our policy is to provide excellent customer service and to stand behind the products we sell. We apologize for any confusion or inconvenience this may have caused you. If you would like to proceed with the repair, we can provide you with a quote for the replacement parts needed to fix the product. Alternatively, if you would like to explore other options, we would be happy to discuss those with you as well. Unfortunately, assessment fees and diagnostic fees are not included in the warranty claim and are the customers responsibility. This is in accordance with the Rehabmart Warranty Policy. We value your business and would like to ensure that you are satisfied with the outcome of this situation. Please let us know how we can assist you further.

  Customer response

  03/15/2023

   
  Complaint: 19494841
  
  I am rejecting this response because: they are still charging me to repair a defective product they sold!
  I should not have to pay for them to fix a defective product they sold.

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

   

  

  Business response

  03/15/2023

  Rehabmart did not sell a defective product to the customer. The product was delivered in May of 2022. It has been almost a year that the end user has been using the product with no issues. The issue now is considered a warranty claim. Per the Rehabmart Warranty that the customer agreed to before checkout, technician fees are the responsibility of the customer. ********************** continues to abide by the policies set in stone between Rehabmart and our customers. Again, we are offering repair services but the customer is declining due to not wanting to pay for them even though it is what she agreed to when purchasing from Rehabmart.com. 

   

  Customer response

  03/20/2023

   
  Complaint: 19494841
  
  I am rejecting this response because: they are not offering ANY resolution.

  The lift was purchased by The **************** of ****** and ***** Services, Blind ******************** not me. I was unaware of this "policy"

  Secondly, the lift worked for about 4 months only,, we have not been able to use it since September..

  Thirdly,, caring for someone that requires a lift comes with a lot of expenses and stress.. They should be ashamed of themselves for adding to it..

  Last,, since we are approaching a year now,, without any resolution,, I feel I have no other option but to pay whatever it will cost to get it repaired 

  .

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

• Initial Complaint

  12/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company requires email with many customers being the elderly. Supervisors are not trained. Very disappointing to order from.

  

  Business response

  12/21/2022

  We appreciate the reviewers' feedback. Were sorry their experience didnt match their expectations. On 11/30/2022, the customer ******************************* purchased the Alterra *************** Bed, the Premium Antimicrobial Bamboo Sheets Set by PureCare and the ******** Jersey Knit Bariatric Bed Sheets checking out using a Quote that states Please verify the products listed above to confirm this quote represents the exact products you intend to purchase. Make color choices, fabric choices, and choose applicable product options before submitting your final order. The daughter of the customer was in communications with ********************** along with the actual purchaser. Emails are needed when dealing with several different contacts, however we used phone calls when working with this customer and her daughter. 

  
  11/30/2022, the same day the order was placed, one of the two contacts reached out to Rehabmart via phone call asking for the estimated ship date and also asked for us to resend her confirmation email. 
  On 12/1/2022, customer service agents noticed that the customer had not intended to purchase the sheets from ******** as this was done in error. Rehabmart advised the customer that they would refuse the set of ******** sheets should they no longer want them. Within 20 minutes, another phone call was received where the customer stated she does want the sheets from ********. The ******** sheets were already shipped so there was no further action needed. 

  
  The customer had cancelled the Alterra Bed off of their order due to not ordering the mattress the first time and could not pay the difference for the missing mattress. On 12/7/2022 the customer was refunded for the bed and the liftgate charge to deliver the bed. The customer or daughter of the customer called in on 12/8/2022 asking for an explanation of the refunded items. This request was sent to the Order Processing team and our Order Processor ***** called the customer to explain the refund.  Later that day on 12/8/2022, the customer requested another email confirming that she had been refunded. Rehabmart sent the email again. 
  There is a lot of confusion for this order due to 2 different people contacting Rehabmart on behalf of the order with different requests. As you can see from our communications, we did communicate with the customer via phone call and the order was resolved with a refund for the cancelled items as requested.
  

  
  

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