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ComplaintsforOrthoBracing
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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am recovering from a knee replacement which was just over 2 weeks ago. My husband ordered me a *************** Wave ice machine from OrthoBracing.Com. The machine arrived 6/26/24. Upon the first use, it has malfunctioned. It randomly shuts off after only a few minutes of use and the knee wrap does not get nearly cold enough. I first tried troubleshooting, to no avail. So on 6/27/24, I contacted the company for resolution. They required me to fill out a warranty form, which I did immediately. However, this doesnt make sense since the unit arrived in a faulty condition. I asked them to replace the unit. They have not responded. I called **** directly regarding my problem. Their customer service rep told me that **** machines can only be purchased with a physician prescription. They do not honor warranties on products purchased without a RX. Nothing is stated on OrthoBracing.Com about needing a RX. I then investigated the company address. Its a general warehouse in *********, **. It is not a company. I asked OrthoBracing.Com if I provide their address and they refused. The screenshots I attached are from 2 different chats I had with them yesterday. My husband has filed a dispute with the credit card back for this purchase. IlCustomer response
07/12/2024
Better Business Bureau:
This was resolved. I never heard anything back from Orthobracing, but a replacement device surprisingly arrived in the mail. The replacement is working fine. Thank you.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.