Tupler Inc

Review: I ordered only one [redacted] Rehab Splint from Tupler Inc. but later that same night got two confirmation emails. To my dismay, the two emails noted two separate orders for the Splint. I quickly emailed to cancel one of the orders and repeatedly call the customer service number and did this repeatedly the following days but no one answered. The debit card I used had been debited for the two Splints and then I got a notice from UPS noting that the shipment of the splints were already en route a few days afterwards. At that point I knew the only thing I could do was to wait for the two Splints and return the extra one. When the splints arrived, I opened only the one I wanted and checked for return information. I noted that I had to email Tupler Inc. to get a return address which I found unusually but proceeded. They wrote back and reminded me to read the policy carefully. I then re-read the entire policy and imagine my surprise when I read that the [redacted] Rehab Splint, the item I ordered, could not be returned. The extra Splint is unopened and untouched. It is unacceptable to me that I cannot return and unopened product because of an obvious glitch or otherwise in this company's system and worse, poor customer service which does not allow for cancellation of an order. I wrote them back informing them of all the information posted here. It has been one week and I have not gotten a response to them.This feels like a rip-off to me and as someone who thought they had finally found something to assist me with my [redacted], a medical problem, this is a slap in my face.The product is not cheap so imagine having to swallow the cost of another one that I do not need and did not order. I wanted to test the product to see if it worked. Not order two products that I have not idea about their effectiveness.Desired Settlement: I would like a full refund @ $50 for the product.

Business

Response:

To Whom it May Concern:

This letter is to address the complaint made by [redacted] ( [redacted]). By mistake while ordering from our online store the customer had 2 duplicate orders. [redacted]'s card was in fact charged twice and she originally stated in the complaint.

It was a complete error on our behalf that we missed her email informing us about the duplicate charge. The customer sent another email on 8/**/13 in which she stated she wanted to return the splint. In that particular email it was never stated that it was a duplicate order. Customer Service informed her of the Return Policy which states we do not accept returns on Splints for sanitary purposes. [redacted] then responded that it was unfair and then at that time she went into detail what happened in regards to the purchase. It was never made clear why she wanted to return the purchase. We emailed her a UPS Return Label and apologized about the inconvenience and misunderstanding. Once we received the return, she was issued a full credit for the order. The credit was issued on 9/**/13 and the refund transaction # is [redacted].

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,