ComplaintsforFisher Wallace Laboratories, Inc.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I invested $400 with first offering. I was told that I would receive *********** model. Before you no longer take live calls, called numerous times. I was told there was a delay with the first Oak units. Now I see another stock offering. I have seen a definite shift in customer service. I have purchased 3 of the original stimulator. I believed in this products. If you had a question about the unit, someone was there to answer. Now you get a message to send an email and someone will answer in 3 days. I have never received a response to the 5 emails I sent. All your company wants now is money. You have lost focus on helping people. Getting nothing for my $400 did not make me feel better.

  

  Business response

  02/09/2024

  Hi ******, 

   

  We are very sorry about the delay in production with OAK. We understand your frustration completely! 

   

  We also apologize about our service availability change for the meanwhile. Upon checking our records, it seems every correspondence we received from your email address, was accordingly tended to. Please check your spam folder  if for any reason you do not get an email from us to your main inbox. 

   

  Additionally, if you would like to cancel your order for OAK, please do let us know! Please email *************************************************** for further support. 

   

  Again, we are very sorry for these circumstances. 

   

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a product, a "stimulator", and after a prolonged time of no communication, the company reached out and said they were "oversold" so they were sending a "free Circadia" while I wait for the product to be ********* and my order would be filled. I was also told I could ask for a refund, which I did. I was told I needed to return the "free" item. Time passed, I forgot, and didn't return the Circadia. I emailed the company to ask about the original order, and was told "A restock of the Fisher Wallace Stimulator will not be available yet for the foreseeable future." No offer to remedy the situation! Just, "we don't have it and don't know when it will be available". My order was placed in February 2023! The communication about being "oversold" happened in May, and it's October and I still don't have my order! And to get my money back, I have to send back a "free product" Here's they're first email: "We oversold the last limited inventory sale and as a result, we will be including a free Circadia in this shipment as we wait for a new batch of devices to arrive from our new contract manufacturer, at which time we will ship the device you have ordered. To be clear, the device provided now is free, and the device you ordered will ship when we have new inventory. We are currently working on getting all of these free devices mailed out.If you wish to obtain a refund for the device you ordered, we understand - simply reach out to our customer support team.We apologize for the inconvenience and hope you enjoy the free Circadia as we wait to obtain a new batch of Stimulators. Circadia uses the same technology, but is our wellness brand. Please let us know if you have any questions or concerns."Item was free, now I have to return it for a refund or keep waiting for something they don't have and don't know when they'll have!

  

  Business response

  10/31/2023

  Hi *******, 

  Our records show you have been offered a refund, and this has been successfully processed on our end. 

  Please allow some time for your bank to process the refund. We apologize for this inconvenience, and we thank you graciously for your patience in this matter! 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thank you! My father has used your device for 8 months and saw amazing results.The Gen 1 we have is difficult for him to put on every night. I have been emailing your customer support about two issues but had not received any responses 1) I have been waiting for Gen 1 to be replaced due to fire danger, however it's been like 6 months but there is no response nor ETA from your support team despite multiple follow ups.2) I was hoping to be able to order Gen 2 however I haven't been able to online nor from your support team.Could you please help me with these requests? thank you.

  

  Business response

  10/31/2023

  Hi *******, 

  According to our records our team sent a response to your inquiry on October 2nd, 2023. 

  We have forwarded the email to you. Unfortunately, we do not have a restock available for the Fisher Wallace Stimulator for the foreseeable future at this time. Please respond to our inquiry if you have further questions to this. 

  OAK, is not available for pre-order at this time. Please keep an eye out of emails from us in regards to pre-order availability. 

  Thank you for your interest and we apologize for any inconvenience! 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Fisher Wallace device on 1/15/23 and they said it should arrive within 8 business days. Three emails later, it's 2/14/23 and I still have not received my device. Last week, they said that they would receive the shipment on Friday 2/10 and send it out by 2 day ****** Not only did have I received nothing, they have not even been in contact. This is really shockingly bad customer service, poor communication and NO device. Also I've tried calling and there's no answer even when I call during business hours.

  

  Business response

  02/16/2023

  Hi there, 

  According to our records your order was shipped out on 02/15/23. You should have received and email with tracking information, but if you are unable to locate this please notify **************************************************** and we will gladly have the tracking information sent over. Thank you graciously for your patience throughout this matter, and we apologize for this delay. 

  Customer response

  02/17/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I tried ordering the fisherwallace stimulator a couple months ago, but due to delays in that order I canceled. I waited a couple months and ordered it again on December 19th. It very clearly states that it will be shipped within 7 business days and that I will recieve tracking information. I reached out to fisherwallace and once again they told me there were delays. If this has been going on for months (because the same thing happened when I tried ordering a couple months ago) why do they continue to advertise that it will be shipped within 7 business days? I'm starting to wonder if I've been scammed. Where is my device?

  

  Business response

  02/16/2023

  Hi there, 

  We greatly apologize for this delay. Your order was shipped out yesterday on 02/15/23. You should have received an email with tracking information but if you are unable to locate this, please email *************************************************** and we will gladly provide you with tracking information! Thank you for your patience through this matter. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Fisher Wallace stimulator on January 9, 2023, and was told via email it would ship within 7 business days. On January 19, I received another email stating the cargo ship which contained my device was detained by Customs and would not be unloaded until Jan 28th. I called and found out I had to complete a prescription request, and I had to complete it twice, on Jan 26th and later. On January 31st, I requested a change of shipment address, which was acknowledged. However, it is now February 12th, and I still have not received the device that I paid for. I went onto their website and opened a chat dialogue, where I was told, quote: "Thank you for reaching out to us. We experienced unprecedented delays in customs clearing our shipment. The devices are arriving at our warehouse this week and we will start shipping the devices as early as this Friday. The devices will be shipped via ***** 2 Day shipping and you can expect to receive your device in 2 business days from when it is shipped. We anticipate that the majority of our customers will receive their orders within the next two weeks. We will provide you with more updates once our warehouse has received the shipment. We greatly appreciate your patience." I don't know what's actually going on, but I would really like to get the stimulator that I paid for.

  

  Business response

  02/16/2023

  Hi there, 

  We greatly apologize for this delay. Your order was shipped out yesterday! You should have received an email with tracking information yesterday, but if you are unable to locate this, please email *************************************************** and we will gladly have tracking information sent over to you right away! 

  Customer response

  02/28/2023

  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 and the matter has been resolved.

  
  Dear BBB, 
  I am happy to inform you that Fisher Wallace sent my Stimulator to my home address. I am satisfied with the resolution. 
  
  Respectfully submitted, 
  
  ***************************
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a Fisher Wallace Device on January 10th. The product has not been shipped or received. *** tried to call and email various times. No answer to email and no one answers the phones. Its been over a week with no idea where if Ill ever receive the product.

  

  Business response

  02/08/2023

  Hi there, we greatly apologize for any inconvenience. Our records show your order is already cancelled. Please reach out to our team for any further assistance, or questions you may have. 

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We returned the device during the return period and it was received on 12/6 but they have not issued a refund nor are the responding to emails. 8 am on a fixed income and only bought this as it was guaranteed. I now believe I've been scammed.

  

  Business response

  01/10/2023

  Hi ******,

   

  Thank you for reaching out. We appreciate all feedback, even when it is not positive. Your order was refunded on 12/24/2022. 

   

  If you are experiencing any further issues please don't hesitate to reach out to *************************************************** or call ************

   

  Warmly,

  Fisher Wallace Labs

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/30/22, I purchased the Fisher Wallace Stimulator. I received a confirmation email as I have posted below. I have yet to obtain the device. I have called the company, left messages without a return call. Their website states their products are sent out to customers in 2 days. I would like the device I have purchased, not a similar product without further delay or my funds returned to me.Thank you,**************************************** **** ****** ********* *************** ** ******* **** ****** ***** ********* ** ****** * ***** **** ******* ******* ****** *** **** ********** **** ****** ******* ************ *** *** ***** ** ***** ***** *** ****** ******* *********** ** ********* ******* ******* *** ********* ************ ** **** **** ****** ******* *** ******** **** ********* ******* ** **** ******** **** *** **** *** **** ********* *********** **** *** *** ********** **** ******** **** ** ** ******** *** ********** ** ***** *** *** ****** ***** ** **** ***** **** * ***** *** ** *** ********** *** ** **** *** ** *** ** ***** *** **** **** ****** *************** ** **** ***** *** ** ************************** *** *** ********** *****

  

  Business response

  12/19/2022

  Hi *****,

   

  Thank you for reaching out. We appreciate all feedback, even when it is negative. We had shipped your device at the time of your writing to us here on BBB. We also included a complimentary 48 pack of sponges with your order because of the longer than expected shipping time.

   

  We hope that you enjoy using your Fisher Wallace Stimulator. Thank you so much for your order!

• Initial Complaint

  11/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the Fisher Wallace STIMULATOR and was sent a CIRCADIA instead, I have been told they are OUT OF STOCK yet they are continuing to sell them as if they are in stock even to go as far as give discounts. how can they continue to sell and advertise a product that they dont have and then send their customers something that they didnt order. I want my Fisher Wallace Stimulator immediately, thats what I ordered. You seem to have them in stock because you continue to advertise them and even offer discounts. In order to resolve this complaint, I want my Fisher Wallace Stimulator not a Circadia. I did not pay for a Circadia. I paid for a Stimulator.

  

  Business response

  11/23/2022

  Hi *****,

   

  We apologise for any inconvenience or confusion caused during the process of purchasing your Fisher Wallace Stimulator. In the confirmation emails your received upon placing your order we explained that we would be gifting you our Circadia device while you wait for us to ship you your Fisher Wallace Stimulator. We are expecting to ship you your stimulator next week. We greatly appreciate your patience while we experience longer than usual shipping times. 

   

  Warmly,

  Fisher Wallace Laboratories

   

  Customer response

  12/01/2022

  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 and the matter has been resolved.
  
  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. ↩