Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Simpl Remote as an xmas gift for dad. I got around to putting it together for him on 1/11/25. My husband and I spent the entire day trying to get the cable box to recognize the remote. It simply would not work. We spent hours with the instructions and there is no customer service available to help us on weekends. I asked the company for a refund and they refused bc it was a few days over their 30 day policy. However, the remote doesn't work and it was a Christmas gift, so there should be a grace. Plus I cannot take a day off of work to go his apt and call customer service to help me. Although, I don't think they could. We tried everything in the instructions a hundred times. I feel I deserve a refund. What a terrible business model they have in place!!

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Return is buried on website. It is also very unrealistic and very unique! I bought the playmate silver cat for my wife. Thought she would enjoy it. She did not. It has unrealistic scary purring that sounds like growling. It reminded us of animals from ************ movie. We tried to return it. Unlike every other company I have dealt with that sells stuffed animals and other things with fake fur the Alzheimers Store will not take anything with fabric or fur back! This of course is buried deep within their policy page. When I

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a senior phone for my Mom. Sadly, she passed away 35 days later. I knew the Alzheimer's store had a 30 day return policy, but given the situation and considering the large expense of the phone, the fact that it is useless for any one else in my family, and the fact that it was only 5 days out of the 30 day period, I hoped that a refund or even a partial refund could be considered. The answer was flatly no. However, since they are a "philanthropic organization" they suggest I donate the phone. This business exists to make money off of people who struggle with dementia and related medical problems. It seems to me it's only reasonable that they would have a heart and display kindness towards family members. Not a chance. So, BUYER BEWARE. This company is heartless!

  Business Response

  Date: 06/21/2024

  BBB,

  Our return policy is put in place to make sure both sides are protected in the case of a return. Our policy is listed on every page and during checkout. The return policy for the memory cell phone this customer purchased is additionally enforced by the manufacturer as returns must be approved within 30 days and inspected by them as it is a tech device.  We sell end of life products, and we try to be as lenient as possible, but we cannot always extend exceptions for returns that do not qualify, especially for used products and or opened products. This customer called in and verbally harassed our customer service agent and she refused to provide her order number. There is nothing we can do here and we believe this request and behavior from this customer is unwarranted. We stand by our return policy and our commitment to providing products for those in need.

  Thank you!

  The Alzheimer's Store

  Customer Answer

  Date: 06/24/2024

   
  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

  Date:08/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Alzheimer's clock to assist my mom with dementia with her significant weakness in understanding time from the Alzheimer's Store. The clock came with a UK plug in. Unable to use in my house b/c I live in United States. I called customer service, never was able to talk to someone personalv. it always went to a voice message that kept telling me to go online. I Received two emails stating that : there is a RESTOCKING FEE WITH ALL RETURNS, that I would be responsible for Shipping Return Fees And , that they will not be refunding in full b/c they have the discretion of deciding on how much is refunded after they receive the returned product. I am so sad and disappointed that their company states how they are invested in helping the Alzheimer patients and their families however, no customer service with my issue. What do I do with a $100.00 clock with a UK plug in? I just want to help my 88 year old mom with Alzheimer's live the best life that she can live. Extremely poor experience with the Alzheimer's Store.

  Business Response

  Date: 09/12/2023

  BBB,

  We mistakenly thought that the customer wanted to return the item, rather than exchange or replace the missing component. We have responded to the customer asking if the item was sent back, but we have not heard back in the last couple of days. 

  To make sure the issue is resolved, we have mailed a replacement plug adapter and are currently checking all stock to make sure that the UK and US plug options are included with every clock as intended.

  We apologize for any inconvenience this has caused our customer.

  Thank you,

  The Alzheimer's Store Team

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan. 23, 2023 I purchased a RAZ Mobility Senior Phone (Order Number ******) from The Alzheimer's Store (****************) for $432. I purchased this phone for my grandfather who can no longer operate a complex digital interface. After a few weeks of use, it began acting up. It would display a black screen, or other interface that he could not bypass. I’d have to spend 5-10 mins fiddling with it, jamming various buttons just to get it to return to the call menu interface. Then in mid-May, the phone stopped working all together. I had to reach out to the store for support spending several hours with a RAZ technician in order to fix the problem. This problem was “solved” by a tech over the phone by downloading new software remotely and uploading it — not something a senior could do on their own. Granted, the phone worked for a while, but then, again, it broke, this time for good. I would see “System UI Isn’t Responding” or “RAZ Phone Isn’t Responding” (I have photos to submit upon request). So, in all we paid about $450 for six months "rent" on this phone only to be frustrated, flummoxed and angry every time I had to lay hands on it. I asked The ALZ Store for a refund and they declined stating that the product is outside of the return time frame. However, I feel that the product sold and advertised is tantamount to a scam as it is neither easy-to-use, reliable, or senior-friendly. I am doing everything in my power to prevent a future senior from spending this kind of money on a bunk product. I would like my money back, obviously, if possible, but more over I just want this company to stop selling this inferior product.

  Business Response

  Date: 08/25/2023

  We have attempted to resolve the issue with great care and attention. We are the retailer of the phone in question and our policy allows us to accept returns up to 30 days from delivery. This customer was demanding that we accept a return of a device that was over 200 days old. In situations such as this, we lean on the manufacturer to asses the situation and to see if their warranty covers the purchase. At that point, the matter is out of our hands. 

  We followed up with the manufacturer and they stated that the warranty was voided due to the way the customer attempted to troubleshoot by "jamming the buttons" and so forth.

  Our family owned stores sells thousands of these senior friendly phones to thousands of very happy customers. We stand by our products, service and our policies that are put into place to protect ourselves and our customers. We cannot control how the products are used and/or damaged by the users beyond our 30 day return policy. We did everything within and beyond our policy that we could.

  Thank you.

  Customer Answer

  Date: 08/28/2023

  This company is a scam, but I don't have time to pursue this any further. Claiming that my warranty was voided because I was "jamming the buttons" is ridiculous.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered cell phone specifically designed for Alzheimer's and dementia users. Placed order 03-03-2022. Order number ******. Received product. Setup product for use but found the product to be defective. Contacted support to resolve but the issue remained. Also, found elements missing in the user interface that would allow a person with dementia to easily use the phone. I contacted the company for resolution. They sent and RMA with zero information about what they would handle the return and refund. Upon returning product they charged a 33% restocking fee for a defective product. I understand substantial fees or no return for healthcare or hygiene items. But this is a defective cellphone. They do not stand behind the products and basically Gotcha! once they have your payment. They need to make it perfectly clear of exactly what they will charge the customer regardless of defects, especially prior to sending an RMA. Their website should allow for 1 Star reviews. I tried several times and it will only allow good reviews. Highly deceptive!

  Business Response

  Date: 05/04/2023

  Dear BBB,

  We worked with this customer to make sure that the phone was being used correctly and initiated a return per our return policy. Upon receipt of the returned phone, the manufacturer found no defects or issues with the phone and it was working properly. With many products designed for those with Alzheimer's or memory loss, tech products, such as cell phones can be confusing to some. This device is made to be as simple as possible, but for some who do not understand the set up, they think something is broken in the phone. In this case, the phone works as advertised. 

  In addition, any "defective" products must be reported within 10 days of receipt. This customer contacted us 25 days after receipt.

  We have a link to our return policy on every page of our website. We also show the same link during checkout. In addition, when the customer gets the RMA and return approval, we also link to our Return Policy. It is clear that a 25% restocking fee is applied to all orders. The customer's calculation is showing different as they are not taking in account that shipping is non-refundable, and the used a coupon discount code. We applied and credited the correct amount.

  We are a family owned business and the leader in memory loss and caregiver products. We stand behind our products and enforce our policies to protect ourselves, our staff and future customers.

  This customer did not write a review. All of our reviews are real, and tend to be high, because of the nature of our business.

  Thank you!

  The Alzheimer's Store

  Customer Answer

  Date: 05/05/2023

  
  Complaint: 19955352
  
  I do not accept the business's response as a resolution to my complaint because: 

  I paid for a product in good faith and wound up with a defective item. Instead of resolving the issue, the seller chose to keep approximately $130.00 and place blame on the customer for not understanding policy or functionality. The response from this seller is to place blame on the customer. I am a business development and IT software professional so there is no misunderstanding of policy nor lack of understanding the device or software application. 

  1. I read the return the policy prior to purchase.

  2. I read the OEM instructions for the BLU phone.

  3. I read, completed and adhered to the application settings.

  4. I called for technical support as the software application, would on its own, switch from the User interface to the phone settings user interface. I found this to be an error with the software which makes the unit unstable and defective. 

  5. March 30, 2023, I notified the company about the issue and requested a refund.

  6. April 2, 2023, I received an RMA to return the device with no mention or reply pertaining to the defect.

  7. Two weeks later there is no reply or notification pertaining to the RMA or the refund. I had to find the refund myself by searching my bank records in which the they kept 33% even after I notified them pertaining to the defect and that the phone was never used. 

  8. To add insult to injury, I found that the BLU phone is a $74 phone. I also paid shipping both ways. There is no justification for keeping 33% of $395 that is paid for a functioning product. 

  9. To send an RMA after  I made the claim that the product is defective was deceptive. If they preferred another process they should have made it clear in the email. 

  Respectfully, 

  ***** ******

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10/23 I ordered an mp3 player device from The Alzheimer's Store online -- **************** -- for my father, who suffers from dementia. I paid via my bank account through Venmo and the amount of $133.89 was deducted from my bank account on 2/13/23. The cost was $129 for the item, plus 3.90 for flat rate shipping. The player I ordered was this one: **************** It arrived on 2/13/23 we attempted to set it up to deliver to my father and it became clear that the item did not work properly. It was cutting out during playback and my partner, who is very tech savvy, determined that it must be faulty wiring internal to the player itself. We recorded video showing the device not functioning properly, which I sent to the Alzstore.com after I filed the form to return the device, received a return number via email, and shipped it back on 2/14/23. The postal service charged me $13.75 to ship it back to New Hampshire. The company's online policy states that "The return shipping of the defective product is the responsibility of the customer. We may at our own discretion provide a return shipping label." I called a customer service rep on 2/15/23 and sent her a copy of my postage receipt with the tracking number. She mentioned that the company sometimes makes exceptions for returns when the item comes back and is confirmed defective through testing by their returns department. She also said that if I wanted to exchange the player I ordered for a different comparable item sold in their store, I could email them and let them know I'd prefer to do so. I sent that an email on 2/18/23 stating that I'd like to have them exchange for a different item; on 2/20/23 I received an email stating that if I wanted to swap my purchase for another item, they would issue a refund and I'd have to re-order the new item but that they would not compensate me for shipping costs on their defective product.

  Business Response

  Date: 03/20/2023

  BBB,

  We have worked with this customer to provide the best service possible and to also adhere to our store's policy. The customer contacted us about a potential defective music player. It is our policy to send a replacement for any defective products. We also require photos or videos of products claimed as defective, just in case we can help troubleshoot an item not being used correctly. The customer would not send a video and insisted on a return rather than to accept a replacement. A replacement would have been handled free of charge. A return requires the customer to return the item back to us.

  The customer chose to pay $13.75 to ship the item back to us.

  After we inspected the item, we refunded the customer in FULL. The customer is insisting that we pay her extra for the return shipping, which is not something we can do. We cannot make a refund higher than the amount paid for the item. As a good will gesture, we provided a store credit for $13.75 to cover her out of pocket costs. We are a family-owned store who stands by our products and service, but this customer is demanding something that just cannot be done. We must stand by our policy to protect ourselves and our happy customers. 

  Thank you,

  The Alzheimer's Store