ComplaintsforAL and PO Corporation

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 6 pair of H3232**36333536353430H sheer stockings from them on 6/19/23. I got them but they sent me the wrong sizes. They sent me size small petite, and I ordered size large for all of them. I didn&#**;t notice it was the wrong size until after I opened the second pair. I contacted the business several times to do an exchange. I keep getting the run around. They say that can&#**;t find my order although I&#**;ve provided information about my order. The last time I reached out was 8/22/23.

  Business response

  08/24/2023

  Im sorry to hear about the experience. But your order number is *********. If you provide the agents with that order number they will be able to trace your order. Also at the bottom of the website, on any page. You can access the return form by clicking the green button that states "returns and exchanges". If you provide what you would like to exchange for. We are more than willing to assist with that exchange. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was promised an exchange from compressionsale.com when I returned an item. After the item was returned, the customer service person demanded an exchange fee of $10 to send the exchange item. I had already spent five dollars to mail the item back. they also said no refund on my original $12 purchase. I have an email from them saying that they would send the exchange when they received my return. When they received the return they then demanded a $10 exchange fee which they never mentioned before as part of the agreement. I also learned from 3M that they are not an authorized dealer for their products. I would like them to send the exchange, as they previously agreed.*********************** ************

  Business response

  05/22/2023

  As the customer, you were well aware of the exchange fee. Before filling out the return form. It specifically states the fess for an exchange. Additionally, you would have to physically have to select  "I Agree With The Terms & Conditions *". Meaning that you have just ignored the return policy, rather than your initial claim of "never mentioned before as part of the agreement." The primary product that you have paid for was also cheaper than the new product that you are inquiring about. This is added to the exchange fee. Negligence and refusal of the return policy unfortunately does not mean that it no longer applies to you. Especially if you were made of aware of it and agreed to it prior to sending the items back to Compressionsale.com 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 compression socks online on march 24th and received the socks on the 29th. I don't think I ordered white , but that is what I received, I tried to contacrt the company using the phone number listed on the sales invoice ************ with no answer. I mailed the socks back on the 29th . The postal clerk said the shipment should arrive by Saturday April second. I didn't hear from the company so I mailed a letter to them requisting to sand my money back or tan socks, I still haven't heard from them. My order number was *********. Thank You *********************************

  Business response

  05/10/2023

  We have tried to contact you via email. I have attached the email and date along side of it. You have requested an exchange for the item and have not contacted us in regards to it anymore. Also, I have attached a screenshot of what your have ordered. The order was placed for a white color on this item. 

  Customer response

  05/11/2023

   
  Complaint: 20041057
  
  I am rejecting this response because: Compressionsales rejected my request because I ordered white socks, regardless of what I ordered compressionsales now has the returned and unopened socks and my $54.84 . I would prefer tan socks or my money back.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I placed an order with this company they sent me the braces which were different for each hand they return policy says you cant send them back without permission but you have to agree to a 12% restocking fee to get permission so I filled out the form and now they say I can only exchange or get store credit. I just want my money back.

  Business response

  05/09/2023

  May you send a photo of the items? And the part that is different so we can send it to the manufacturer for a credit
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a pair of compression stockings from their website and according to the size that I have used previously in other stockings - received them - couldn't get them wide enough to get on my toes, let alone my leg. - called the company and asked for assistance in sizing - gave them measurements required and was told to exchange for the large and that i had to pay postage to send the others back. I did all that. The large came and I couldn't spread them large enough either and called again and was told that I could exchange or get a store credit and that I have to pay postage again to send them back. And that a refund is not eligible on exchanges. This is just absurd and I am frustrated. I held both pair of stockings for less than 24 hours. Their refund policy is not after 15 days. Please assist.

  Business response

  04/14/2023

  I have attached the policies on the website. The issue is not necessarily that it has passed the allotted time for a refund. But rather the fact that the brand itself is only available for store credit/exchangeable. The store policy is on the website that the claim has been opened with. Unfortunately, policies do not have exceptions. 

  Customer response

  04/16/2023

   
  Complaint: 19936235
  
  I am rejecting this response because: it may be in the policy but it is so buried that it was not clear. The fact that I honored what they said their policy was the first time and then asked them what I should order and followed their instructions and they still dont fit. I feel ot is unfair to charge me again for a restocking fee and for postage to return and not honor that I got the first pair back within two days. Seems very poor customer service all the way around. 
  

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

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of thigh high compression socks on a doctor's ******* Before they actually arrived, the doctor ordered surgery and said not to use the socks. I contacted the company for return information (which I needed to pay shipping in both directions!) and mailded them back without ever opening the package. These are in the original packaging, never opened or touched. This is a completely re-sellable item (so they lose NOTHING). They refuse to refund my money, only a store credit. I will never need this store for anything and will not have any use for a store credit. This is ridiculous and unfair. IF I had opened or used them, ok, but the package was returned intact. I should have my money refunded, no question. Horrible company and I would not ever order anything from them ever again. Please help

  Business response

  03/30/2023

  This order was not simply "refused" as you have stated. It is clear on the policy , its exception and fees. This is posted for viewing on our website. Our policy states a refund will be rewarded if the item is returned within 15 days. This order was in fact not returned within the allotted time. Therefore would be ineligible for a refund. I have attached out policy to this aswell. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I accidentally purchase an item on the website (I assume the item was thermal not compression). As soon as i hit purchase and realized i called the company immediately. I spoke to a representative who informed the order would not shipped and i would be refunded. That is not what happened. The company shipped the item, I was never refunded. The item never came to my house. So I called the company and told them. They said they have information the item was delivered and they are not liable I should file a complaint with the postal service. I reach back out to them saying why should I have to do that when I initially did not want the item and I was told i would be refunded and the item was not supposed to ship.

  Business response

  03/10/2023

  Hello, unfortunately we are unable to guarantee cancellation of any order after it has been placed due to the speed in which orders are processed. Our phone operators are aware of this and are trained to let customers know they can only submit a request for cancellation. The tracking number on this order shows it has been delivered at the address provided. We are unable to issue a refund without the return of the product and with no proof that it has gone undelivered.

  Customer response

  03/14/2023

   
  Complaint: 19576548
  
  I am rejecting this response because: the customer agent did not tell me they were unable to cancel my order in fact he told me it was cancelled and I can expect a refund in a few days. So base off of that I want a refund because I was misinformed and it is not my responsibility to go hunting and search for the product after it was shipped when I explicitly stated I did not want the item.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband *************************** did online shopping at compressionsale.com on 2/12/23. He bought 4 pairs/boxes of compression socks and received them on the following week. Even though he bought the right size M according to his shoe size. He could not pull it on- too tight, so decided to return them. All products were new, not even able to try on. ****** is 87 years old and not a savvy online shopper, FYI. He let me know to handle the return. I took a look at the website (**********************************) it indicates 180 day return policy, so I contacted the seller. To my surprise, this is what the seller wrote me back. "Please note: All orders must be returned to us within 15 days of the original ORDER DATE to qualify for a refund and ALL refunds are subject to a 25% processing charge. Any order returned after 15 days will only be eligible for a store credit (store credits are not subject to this processing charge). Tried on items are only eligible for a store credit. Please be advised that all customers are responsible for the shipping costs incurred from sending the items back to Compressionsale.com" A number of problems here: 1. Most people are not going to read the return policy in details when they do online shopping, they will only notice the 180 day return policy on the home page. This is very misleading! 2. The 25% processing fee is not only unheard of, but also not what it said on their website "without prior authorization will be subject to a 25% restocking fee" -- we did contact the seller before initiating the return on 2/17/23 (as soon as ****** received the product, 6 days since the date of ordering). What the seller wrote to us by email was different than what it stated on their website, needless to say I bet most people won't read the return policy until they need to do it. This is not an honest business! I did further research on this business. Check out what others say about it. ************************************************************ I did not send it back because the shipping cost plus the 25% of restocking won't leave us much. I want the seller states the refund policy clearly on home page, see how much business they can get! This business cheat on people like my husband, elderly and vulnerable, the type of customers who buy compression socks. Order: *********

  Business response

  02/22/2023

  As the customer has stated "the policy is on the homepage". They failed to mention that they also have to click, " I Agree With The Terms & Conditions *" upon filling out a return form as they did. Meaning there was many opportunities to read the return policy. The customer decided to ignore those opportunities and place the blame on the company. Unfortunately just because the customer does not agree with the policy or skips past it, does not mean that it does not apply to the customer. 
  
  
  

  Customer response

  02/22/2023

   
  Complaint: 19445044
  
  I am rejecting this response because:

   

  My husband *************************** did not return the socks after being informed that All refunds are subject to the 20% processing fee, in addition to the shipping cost.

   

  Your company's online advertising is misleading, in terms of 180 days return policy and free shipping. Charging 25% processing fee is very unusual business practice. I bet most of your customers won't realize that until they decide to return products. If you are an honest business, you should let your customers know before they place the orders, such as noted the refund policy on your home page. You won't do that because you know there won't be much business left to do. Even on your return policy page, you only mention " without pre-authrization, there's 25% restocking fee". Let me remind you, my husband *************************** did contact you before initiating the return, yet you want to charge the 25% processing fee.

   

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

  Customer response

  02/23/2023

   
  Complaint: 19445044
  
  I am rejecting this response because: your business is based on false advertising- 180-day easy return policy (WOW, best in the industry!) and false reviews. The review system on your website is filtered. Without repeat customers, your business won't last long. My complaint is not about getting a full refund, after all it's not a lot of money. My goal is to spread the word and let as many people know your bad business practice! If people know in advance you charge 25% for return, how many business you think you can get? 
  
  Sincerely,
  
  *****************************

  Business response

  02/24/2023

  This is not false advertisement. The policy indeed says "Products that are new and in their original packaging may be returned or exchanged for up to 180 days following the original purchase date." This does not state a refund whatsoever. The policy is plastered many times through the website, return forms, return authorizations, confirmations. Failure to read and persistence to ignore them is not the fault of the company. We have many customer who take the time to read these things and aren't shocked by information that has been provided numerous times. The reviews are a 3rd party company that does not filter. As their sole purpose is to give reviews from verified purchasers on the site. I have once again attached the policy. You can click on these attachments and view them. The exact same as the site provides. If you read the policy, it tells all that I have said and more. There is no case of false advertisement if it is advertised all of the website as I've stated. Accepting a policy without reading it, is not the fault of the company, rather the consumer. 

  Customer response

  02/27/2023

   
  Complaint: 19445044
  
  I am rejecting this response because:

  To whom it may concern,

  
  

  I reject the COMPRESSIONSALE.COM's response. This online seller clearly knows most people, including my husband, are not going to read through all the terms of purchase before they pull out their credit card. Here is what they read when they pull up their website on the home page.

  
  

  
  

  
  

  No where it states all returns are subject to 25% purchasing fee and return shipping is not free. 

  My husband is 87 years old, not good at online shopping.  Yes, he missed the opportunities to realize he won't get much money back if he decides not to keep the socks. I bet most of their customers won't know either until they decide to return. 

  
  

  Their return policy on the website is long and confusing, because they probably blocked a lot of returns in the past. 

  
  

  This is what on their website:

  
  

  
  

  The 180 day ez returns is not so easy, is it? 

  
  

  My husband put the order on 2/12, received the order on 2/14, and contacted the seller on 2/17 and tried to initiate the return. Only to find out he will be charged a 25% processing fee and the shipping cost is not free. This is supposed to be a straightforward online transaction that people do on a daily basis, yet it turns out to be a fraud. 

  
  

  All I try to do here is not simply to get money back, but I want to spread the word and let other people be aware of this kind of business. Compressionsale.com is not an honest business. 

  
  

  Please contact me if you need further information. 

  
  

  Thank you!

  
  

  *****************************

  Business response

  02/28/2023

  You have filled out a return form (As shown in screenshots). Meaning that you Physically clicked "I Agree With The Terms & Conditions *" on the form. I have highlighted specifically where it says the processing fee for this and more information that is useful. You have not shown the full policy as I have shown in the screenshots. The policy states in the first sentence that I've highlighted. This policy is easily accessible at any point. This is not fraud nor has this ever been fraud but a failure to acknowledge the policy. Unfortunately, just because you do not agree with the policy, does not mean that it doesn't apply to you. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Juzo 10 inch above the knee ***** shrinker from their website, compressionsale.com. I'm an above the knee amputee. The website stated it was in stock. A week goes by, no shipping information so I emailed them for an update. Was then told it was on backorder. First red flag dealing with this company, they mislead you about inventory. I finally receive the ***** shrinker a week or so later only to find out they sent the wrong size. The package states 10 inches but the sleeve only measures 8 inches. I need a shrinker sleeve that measures 10 inches, or a little longer, when new and laid flat. I already own a Juzo 10 inch and 2 Knit Rite 10 inch, so I know how they should measure up. Regardless if this is a Juzo error or deliberate on the part of Compressionsale.com, their customer service department refused to accept a return or even offer an exchange. Instead their **** **************************** argued with me all day that it should stretch to 10 inches. ******* has no clue about this product and even less about being a good customer service person. I now see this company has numerous Better Business Bureau complaints. Buyer beware, do your homework before ordering online. My experience wasn't pleasant and now I'm stuck with a $42.00 shrinker that is absolutely useless to me.Date of experience: February 17, 2023

  Business response

  02/22/2023

  We have not stated anything other than the direct manufacturer has specifically told us on this product. Their direct statement was "will stretch when they put it on." and " the product laying flat will never match the length it is made to accommodate." We are also working with the manufacturer to send a replacement for this product as previously mentioned via email to the customer. 

  Customer response

  02/23/2023

   
  Complaint: 19442566
  
  I am rejecting this response because:  This complaint has been handled poorly by your **************** from the start.  An appropriate response would have been "Sorry you are not happy with the size of the shrinker sleeve you received.  Juzo has a 12 inch version that measures ** inches, top to bottom, when laid flat. Would that work for your residual limb?  If so, we can exchange this for you."

  
  

  Let's assume the information you are providing is correct and Juzo labels the product 10 inches (the ziploc bag it arrived in was labeled 10 in.) but that is the measurement when it is stretched. I have provided a picture that shows it measures only 8 inches. Take a picture of their 8 inch version and their 12 inch version, with a ruler on it, showing the overall length. If  your claim is correct then the 8 inch version should measure roughly 6-7 inches and the 12 inch version should measure roughly ***** inches, both new and when laid flat.  Provide this proof and I'll apologize to your company.  If the 12 inch version measures ***** inches top to bottom when laid flat, I would accept an exchange.  If you cannot provide the proof, I want a refund. The product is new, as shipped, I never put it on.  As soon as I took it out of the package I knew it was the wrong size.  The package it came in was only a Ziploc bag, without any additional seal.

  
  

  I'll state this again though:  I already own a Juzo above the knee ***** shrinker that measures 10 inches, when new and laid flat, that stretches to approx. 11 inches when worn. 

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

  Business response

  02/24/2023

  As we have previously mentioned. We have not stated anything other than the direct manufacturer has specifically told us on this product. This product is sent directly from the manufacturer, meaning that the chances of a defect or wrong item sent are little to non. Also we have stated that we are also working with the manufacturer to send a replacement for this product as previously mentioned via email.

  Customer response

  02/24/2023

   
  Complaint: 19442566
  
  I am rejecting this response because:

  If I receive a replacement Juzo ***** Above Knee (AK) shrinker sleeve that measures 10" (size V), top to bottom, when laid flat, I will close out this complaint. A faster and easier solution might be to just authorize a return and issue a refund to my credit card and be done with this. 

  You say you are just relaying information that you are being provided by the manufacturer, but your own website information contradicts this. Below is taken from the Size Chart YOU have posted on this item:

  
  AK Lengths
  Extra Long- 14" 
  Long- 12"
  Medium- 10"
  Short- 8"

  
  No where do you state that this is the stretched size.  
  
  Sincerely,
  
  *********************

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

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/2/22 the Truform, open toe,20-30mmHg anti-embolism support hose weren't posted on Compressionsale.com. I called for assistance as all I could find were the ones on my order (compression socks w/aloe ****).I asked them where the others were that I have ordered previously, as they're cheaper. I was told "They're same thing, there is no difference." They lied. When they arrived, their compression was weak and the product material thin. I called again. They now said they had the original ones that I order (contrary to 1st call). They said I would be charged 25% restocking fee.I asked for a manager and was told that "****" was one of the managers (to whom I was speaking). Another lie. Everything he told me was untrue on this call and the next one. He said I could return the pair I tried on as well as the others, but then added that I would be responsible for shipping each way, which is not right. I did nothing wrong and ordered $245 worth of product. I was relegated to emailing with *************************** as "their department or any manager is not available via phone and there is no direct email address." ******* did not respond to any of my issues rather provided boiler plate language about returns, taking no accountability for her company rep's ************ I have a lodged bloodclot in my left leg since ****. They have put my health at risk given their misguidance & lack of response/ accountability.I'm not paying for returning/resending 7 pair of these both ways. I should be charged nothing.I'm not able to receive a reply about what they did. They take no accountability & each person on the phone is less professional than the last.Their online reviews show that others experience bad service.They have shoddy business practices/should be sanctioned/downgraded by the BBB. I want to exchange the 7 pair of support hose for the anti-embolism ones, with no shipping costs either way, and refunded the difference as they are much cheaper. They lied to make a higher sale! Awful!

  Business response

  12/28/2022

  Unfortunately the return policy does state why you are ineligible for a refund. You are past the allotted time. Even from when you first contacted. You have been granted your return authorization a few days after the first contact was made. This order was delivered on OCT. 6th. Your request was sent on November 25th. meaning you had 50 days with the product without contact and already passing your allotted time for a refund. **** is in fact a manager and delivered the correct information. The statement of " provided boiler plate language" would be untrue as there is email proof of a very simply worded return authorization for an exchange. Unfortunately just because you do not agree with the policy does not mean you are exempt from it. 

  Customer response

  01/02/2023

   
  Complaint: 18645620
  
  I am rejecting this response because:
  

  1. Your company is the reason I received the wrong product. I made 2 phone calls (one before ordering and one after) and was given incorrect information by your staff. If they would have been honest, I would have received the proper anti-embolism support hose.

  2. I have made many more phone calls since and sat on hold for hours attempting to talk with someone who can resolve this, but nobody could do so or cared to do so. I've sent multiple emails but to no avail. My scenario was never personally acknowledged, just the canned response provided. You stretched it out so long and now claim that I cannot return unused support hose worth $245 that I cannot use? I don't think so. I had to keep attempting to reach someone with some common sense to understand what occurred rather than receive boiler plate language. This documents how long I've tried on my end! Your company MISADVISED ME. I did nothing wrong. I kept trying to reach someone to avoid more erroneous charges when attempting to exchange them. **** said ******* would personally respond as she was "assigned" my email-but it never happened. Only the boiler plate response. The return policy on your website DID NOT APPLY as I was misadvised. I didn't simply order the wrong thing or size and need to exchange it. **** said I wouldn't be charged the 25% restocking fee but I had nothing in writing. Every time I talked to him the story changed and again, he misadvised me in the first place. Why would a customer trust the words of this person?

  You should stand behind the poor advice I was given by your staff. I have ordered support hose from your company multiple times and knew what I was looking for when placing the order. They would not come up on your site, which is why I called BEFORE placing the order. How can I help that I was given the WRONG information from YOUR company? Please explain. **** is the person who told me they were the same product! Twice! And now he's a manager and your other staff claims you have no managers on the phone? A bit contradictory don't you think? This was a game to them and each and every person I talked to showed zero concern for what occurred. How is that even possible?

  Do you understand the scenario now? Please provide a return label and allow the exchange for the proper support hose. 

  Thank you for reconsidering and looking at the logic here. The customer is right in this case. After ordering for you from years, do you really want to lose a customer? If that doesn't matter to you, then you're unlike other businesses and I'll be sure to never order from your company again. This is ridiculous that a complaint had to be filed through the BBB to get your company to stop disregarding phone calls, passing the buck, hanging up on me, and actually provide a personal response to me acknowledging receipt of the information this time. Look online to see all of the unhappy customers who have ordered from your website. It clearly demonstrates there is a problem in your organization. In 2023, most businesses hustle to make their customers happy and resolve their concerns rather than drag their feet, misadvise, point fingers and take no accountability as your response currently indicates. 

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

  Business response

  01/06/2023

  You mention multiple email attempts with no response. As you can see, there was one attempt. This email was responded to with your proper return authorization. A restocking fee is ONLY applied to a refund. You asked for an exchange, which does not apply a restocking fee(stated in the return policy). Furthermore, there is recorded calls proving the exact info which you were given. This information does not seem to be understood. You were given an immediate response to your initial request and have not followed through with it, or even expressed further concerns via the email. The only required payment would be for the shipping(stated in policy). The return policy states all of this and more. Provided at the bottom of every page on the website. Including a link upon checkout. Upon filling out a return form. And upon receiving the return authorization. As you can see through the screenshots, all of this information was provided prior. We have many outlets to this information as to ensure no confusion. It is not that there is no concern, rather a disinterest to understand the information given and provided to you. We have provided proof of all that has been said.  

  Customer response

  01/09/2023

   
  Complaint: 18645620
  
  I am rejecting this response because:  You have continually ignored the information in my phone calls, emails and now BBB complaint. AGAIN, it was YOUR employees who gave me misinformation when ordering the original product that I have ordered from you for many years. It could not be located on the website, hence my call. Not once but TWICE (before ordering and after receiving) your employees said the product was the same as the anti-embolism hose, which is incorrect. It wasn't until the 3rd call that someone provided correct information-that they were different. Not only did your company not accept responsibility for it's error nor back up the customer who did everything in her power to order the proper support hose, you've inexplicably pointed the finger at me. If you recorded all the phone calls then you too would have documentation of all the misinformation provided by your employees: 1) Trueform compression socks are the same as anti-embolism hose (and that I ordered the correct item), that you don't have managers available on the phones (yet now you claim **** was one-but he was one of the people who gave me the incorrect information), Your CS rep ******* did not respond to my stated concerns in the email rather returned boiler plate language...I've explained this multiple times.

  Think about it, why would I intentionally order the wrong product which I have ordered multiple times (which you can also see in your records)? There's no logic in that line of thinking. The only logic is that your employees mislead me to make a larger sale or were too lazy to look the correct information and afterwards take accountability for their mistake. I owe you nothing. You should pay for the shipping both ways AS THE MISTAKE IS THE ***** OF COMPRESSIONSALE.COM. Your customer service is non-existent and your business practices are criminal. Any reputable company would have handled this long ago rather than been argumentative and blamed the customer.

  I hope the ******************** lowers your rating from a D to an F as you sure deserve it. How do you sleep at night? Have you no conscious or do you enjoy hurting the handicapped? Someday, you'll have to answer for all of your dishonesty. It's sad to see the lack of ethics your company follows. I will never order anything from your company and will be sure to share my experience with all that I can to hopefully prevent other law-abiding, good people from being taken advantage of by your company. All of the other terrible online reviews were right. Your company is awful and you take advantage of your customers. You should be really ashamed of your behavior and of the company that you work for. 

  F- for Compressionsale.com. BBB, please lower their grade. Take their license away too. They are disipicable.

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

*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. ↩