ComplaintsforMilk n Mamas Baby

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/12/23 I went to the milk n mamas site and ordered ***** ****** pumps through *******. I received a confirmation email of my order 7/13/23 with them asking for confirmation of the pump. I replied 7/13/23 confirming the ***** ****** pumps but called later that day and spoke to the owner about being unsure whether I should get ***** ****** pumps or ******* as I am a new mother and unsure. I was advised to take the time I needed to decide and she would make note of it. 7/14/23 I received an email from milk n mamas stating they sent a prescription to my OB office for a pump. I called on 7/14/23 again to confirm that the script does not tie me to getting ***** ****** and I can still have time to decide which pump I want. I was assured that yes, I still have time to decide. 7/15/23 I sent an email reaffirming my desire to hold my order to ensure they do not send the ***** ****** pumps when I am still unsure of which pump to get. 7/18/23 milk n mamas confirmed they received my prescription and would send a pump once I made my choice and would send pump 7/31/23. 7/18/23 I replied back saying I would let them know which pump I would like once decided. 7/29 I let them know that I talked to a ******* endorsed lactation specialist who will help me choose which pump I should use. As I am not tied to milk n mamas since they have not sent me a pump, I emailed them asking to cancel the process. I received no reply. I resent the email to cancel the process 7/21/23 and received no reply. I called milk n mamas 7/22/23 and left a voicemail and did not receive a call back. I called 7/24/23 and could not connect to a representative so I left another voicemail. I received no call back. Milk n mamas has ceased all communication with me and I do not want to work with them. If they send a pump to me, it will make me illegible to work with the lactation consult without the pump I actually want. They have been kind when communicating; however they have ceased all communication with me.

  Business response

  08/10/2023

  I am writing in reference to complaint #********.

  
  

  *************************** placed an online order with our company for an insurance covered breast pump.

  
  

  Upon receipt of *******'s order we sent her an email informing her of the following steps: ( I have attached the email)

  
  

  
  

  A prescription for an electric breast pump is required to bill your insurance. As a courtesy we send a fax to your physicians office requesting a prescription.  We do however encourage you to also make a request for a prescription. 
  

   

  Your breast pump prescription can be scanned and emailed back to this email address or faxed to ************. 

  
  

  1)     Once we receive your prescription, we put your order in the queue for processing.

   

  2)     Prior to shipping your breast pump, we send an email containing a document.  You need to open the document and sign it electronically by typing in your name and the date on the document.

   

  3)     Upon signing your document your package is prepared to be shipped.  A tracking notice is emailed to you from the USPS for you to follow your shipment.

  
  

  Once we received the member's prescription, we sent her another email indication her script was received and her order would be placed in our que for processing on 07/31/2023. (see our second email attached)  Today is 07/31/2023, her order populated our system and was flagged as cancelled by a member.   This member's order was not cancelled.

  
  

  Our company effectively communicated with the member with regard to her order. Our company did not process or ship a pump to this member. The member was also sent an email today indicating her order was not processed.

  
  

  As indicated in all of our correspondence the member must electronically sign and date a document prior to us processing an order, our emails also state the member is sent tracking when product is shipped.  The member did not receive a document nor did she receive tracking for a shipment as we did not process an order for delivery.

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