1 800 Wheelchair.com

Review: We ordered a cushion and wheelchair for my mother in law in March 2015 - she passed away shortly after we received the items. We requested return authorizations for both item which they provided. We returned both items in late April then inquired as to credit. No response from their customer service so I provided proof of delivery on both items - still no response - I called, emailed and filled out the contact form on their website - no response. Today, June **, I called again and after being treated very rudely and being put on hold for 15 minutes I was told the credits were in process. This is not acceptable as the merchandise was returned well over 30 days ago. I was told that the credits will appear within 3-4 business daysDesired Settlement: We want full credit for both items without any restocking fees based on their lack of response to our simple request.

Business

Response:

HIThe manufacturer claims they never got the wheelchair back from the customer that's why its taking so long to refund the customer , but I went ahead and refunded the customer the full amount and we will file a complaint with the manufacturer im sorry for the inconvenience[redacted]1800wheelchair

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We provided documentation on 3 occasions to 1800 Wheelchair from [redacted] of delivery on May [redacted] with a signature on file so this response is inaccurate. Until we see the full credit on the [redacted] account this complaint will not be closed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The manufacturer claims the never received it back but we refunded everything anyway here is the Transaction Number: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I have attached proof of delivery so although I still believe someone is not telling the truth, we will accept this as closed since we did receive the refund.

Sincerely,

Review: 1) It was not clearly stated that this [redacted] chair required a level of manual dexterity and strength to maneuver the lift lever.My ** year old [redacted] mother cannot operate it.

2) I have phoned 5 times in 8 days to get a refund for this product and arrange to have the boxes shipped back to the manufacturer. I have received NO service, empty promises and are subjected to long waits as the person checks information, only to come back to say that they will look into the issue of refunding it and call me later to "update" me. They never call.

3) Since this company caters to the elderly and disabled, I am absolutely shocked at how inept the staff is with refunds. No problem with the sale though!Desired Settlement: I would like the "restocking" fee, which we didn't know about at the time of purchase and the shipping fee to be paid for by the company, along with some kind of acknowledgement from senior management (none of whom are available when I ask to speak with them) that an issue like this will be handled in a more professional and efficient manner.

Business

Response:

This customer bought from a different company 1800wheelchair.ca its a canada company ill contact them and see if they could help

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:1) When the complaint was initiated with Revdex.com, the Canadian option was not offered when this company name was entered.2) the main office is based in **3) there is not management in Canada and anyway to initiate a complaint in canada4) the sales receipt include a U.S. Phone number for customer service so this leads one to believe that the company is actively involved in Canadian sales

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

While it is correct that a shipping label has been sent to me on Friday afternoon (likely thanks to Revdex.com and this complaint) I would like to keep this file open until we actually receive a credit/ refund on my mother's credit card. This company, in my opinion, is not customer service oriented with regards to refunds, and my concern is that it will continue to drag on unless it is being held accountable by an overseeing body such as Revdex.com.This order was picked up by [redacted] at 17:50 on Friday July [redacted] so I anticipate that this file can be closed with satisfaction in the next week. many thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I will Relate the information to the Canadian CSR managerplease let us know if there is anything we could do now except waiting for your returned item?

Review: I made a mistake and ordered the wrong wheelchair on 09/[redacted] On 09/** I called the carrior the next day and had the wheelchair returned. They received it back on 9/**. I was told it would take 2 weeks to receive the refund. I waited 2 weeks and called the company. I was told it would take one month from the day they got the item back. That would make the refund due by 10/**. They said the problem wad with their supplier and the supplier has there own policy on refunds. When I called I was told it would take at least one more week. I feel because of the time involved the company 1800 wheelchairs should make the refund. I ordered the wheelchair from 1800 wheelchair not the supplier.Desired Settlement: I would like a refund now and an apology.

Business

Response:

HIs card was already refunded here is the transaction ID [redacted]

Review: Our order was advertised as two day shipping, it took two weeks.

We needed to return our wheelchair because it is to large. We wanted to order a smaller one from them but needed a refund first.

Their website cheerfully says that if you follow the rules and fit the criteria. returns are happily excepted. The problem is, they will not respond to your phone calls or the "return form" they provide on their site. We have called them 3 times and filled out and submitted the form twice.

They have a 30 day return policy, but since they ignore all efforts to get an RA# and their return address, they manage to put you beyond the 30 day window.

I'll never do business with them again!Desired Settlement: We would like a response to our many efforts to resolve our problem.

We want to return our unused, still in the original packaging, wheelchair, as the 1800wheelchair website advertises.

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,

Review: I ORDERED ONLINE A TRANSPORT CHAIR WITH " 2 FREE GIFTS ADVERTISED" (1 LEG REST BAG, AND 1 FREE CARRY BAG) WITH THE PURCHASED OF THIS CHAIR. I RECEIVED THE LEG REST BAG, BUT NOT THE FREE CARRY BAG. I CALLED CUSTOMER SERVICE AND ALSO DID AN ONLINE CHAT. BOTH ATTENDANTS APOLOGIZED FOR THE MISTAKE, BUT SAID I WILL ONLY GET THE LEG REST BAG. I SAID THIS IS FALSE ADVERTISING AND I PURCHASED THE CHAIR BECAUSE OF THE 2 GIFTS,,, NOT 1. IF THIS IS A MISTAKE, I SHOULD NOT HAVE TO PAY FOR IT. THE PROBLEM IS THEY ARE STILL ADVERTISING 2 GIFTS WITH THE PURCHASE OF THIS SAME CHAIR THAT I JUST BOUGHT.Desired Settlement: I WOULD LIKE TO HAVE THE CARRY BAG THAT GOES WITH THE TRANSPORT CHAIR I BOUGHT.

Consumer

Response:

I have thought about my complaint ID [redacted], and I feel this was an honest mistake and I feel the company does alot of good for people. I am satisfied with the most important delivery: ( the transport chair). I really would have wanted the carry bag, but it doesn't matter. Please close my case, I don't want to pursue the issue.

Sincerely,

Review: On 11/**/15, I placed an order [No. [redacted]] for a wheelchair for my father with Eunice G[redacted] at 1800wheelchair. The order was specifically for a wheelchair with pneumatic (air) tires and I was assured by Ms. G[redacted] that the Karman Extra Wide Lightweight Heavy Duty Wheelchair [[redacted]] was equipped with pneumatic tires. On 11/**/15, the package was delivered and upon opening the box, discovered that the wheelchair did not have pneumatic tires but instead was equipped with solid polyurethane tires (non-air). Additionally, the seat-to-floor length of the wheelchair was too tall for my 90-year-old father which prevented his feet from touching the ground. I immediately (same day) contacted Airen Dagahuya at customer service for "1800wheelchair" who confirmed that Eunice G[redacted] had been misinformed and that the Karman wheelchair indeed came equipped with polyurethane tires and not pneumatic tires. She stated that the wheelchair could be returned for a full refund due to their error; however, their computer system was down fro maintenance and she was unable to issue a Return Authorization (RA]. she requested that I contact her the following day in order to obtain an RA but the system was still not functioning properly so she ask that I contact the company on Monday. On 11/**/15, I telephoned "1800wheelchair" and was again told that the system was still undergoing maintenance. I was assured that I would be receiving an RA the following day, but again the system was down. Called on multiple occasions [11/**/15, 11/**/15 and 11/**/15] and was told that the computer system was not operating. I am quite concerned with the continued delay as my father has been without a wheelchair for almost 2 weeks. PLEASE HELP!Desired Settlement: The company should issue a complete and full refund as soon as possible.

Business

Response:

Hi we are going to call the customer Today to resolve

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not been refunded the monies paid despite the item having been returned weeks ago. Numerous attempts to contact the business' customer service and accounting departments have gone unresolved. Boiler room representatives in the Philippines put caller on hold indefinitely so that customers give up.

Have also attempted to communicate with CEO/President Joseph P[redacted] but calls are not put through. Appears that litigation may be only recourse at this point.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

HI We already refunded the full amount to the customer $850Transaction Number: [redacted]

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,

Review: I purchased a transport chair for my father in-law who is 90 years old to use in his bathroom which was advertised to be foldable. The picture showed a completely collapsed folded chair. When I received it and tried to fold it I discovered that it would have to be disassembled to fold; something that a 90 year old man can not do. I immediately called 1800wheelchair and explained the issue, They said that as the manufactures warehouse was currently closed someone would call me back on Monday to instruct on return. When they did not call, I called them back today asking for the return label they said would be made available via email. They in turn Called [redacted] ( [redacted]) who said that they would not accept return because it is foldable. I advised them that it has to disassembled to fold and he will not be able to do that. Still they will not allow return. The chair cost 360.00 which is substantial for the aged or disabled. It is my belief that the presentation was deceiving and as they will not allow for the return that they are taking advantage of the situation. The shipping invoice clearly states that [redacted] will provide a refund for all unused products within 30 days from date of purchase with approved return authorization; subject to 15% reprocessing fee.Desired Settlement: Allow return and credit original source of payment.

Business

Response:

To whom It may concernPlease click on the product link below and you will see under our return policy No ReturnsReturns PolicyUnfortunately, we can not accept returns on this product. Items damaged during delivery or sent incorrectly will be fixed or replaced at 1800wheelchair.com’s expense.See our full return policy here.[redacted]Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The return policy clearly states it can be returned within 30 days with return approval. The product does not meet the needs of the patient as it is not able to be folded without disassembling, and an old person already in a wheelchair can not perform the act. I can't even do it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

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. I am currently awaiting for the agreed refund to be applied to my original method of payment.

Sincerely,

Review: I am very disappointed with my purchase. I ordered a rolling walker and it arrived with missing parts - the button adjustments for both handles. My husband called and was told the parts would be mailed to us and they would arrive in a week or so. It was an expensive purchase and I was already charged on my credit card and now I can't even use it. I tried calling and the person didn't speak English, so I sent two separate emails to them asking if they could at least put a rush on the missing parts. They never responded. I also tried to do an online chat, and they disconnected from the conversation when I asked for help in getting the missing parts delivered sooner.Desired Settlement: The missing parts to be delivered right away. My credit card shouldn't have been charged until all the parts arrive.

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,

This is what I left on their [redacted] page...Terrible customer service!!! I ordered a backpack for your company on Jan **, 2016. I called around Jan [redacted] for information on it's shipping and was told when they get the tracking number they could let me know when to expect it. I explained that my account was already debited and there should be a tracking number since they say it was already shipped. I was told they would contact me the next day. Well I received NO contact, so I emailed them. I got the same reply *when they get the tracking number*. I called again the next week around the [redacted] of Feb and was then told it's on backorder. I also emailed again and got the same schpill. I called again on Friday the [redacted] of Feb because I found the name of Mr. Joseph P[redacted], the CEO and founder and contacted him, telling him I had been asking for a refund and he told me it should be shipped by Tues the [redacted], to please give it til then. I gave it til. About the [redacted] I asked for a refund and was told it was shipped and couldn't get a refund and would be called the next day with the tracking number. On the [redacted] I was fed up, I wouldn't take NO for an answer. I said if it's shipped give me the tracking number now, otherwise give me the refund. I told the person you've had my money since the [redacted] of January and I have nothing. She tried to do the same thing and give me the runaround, but I told her I want the refund now, she kept trying to put me off, I told her I would hold until she got the manager or billing. I was on the phone this time for about 2 hours asking for managers and billing. She kept saying the same as all the other calls, tomorrow, but I insisted and said I will hold until you send the email confirming the refund. I finally got the email that day confirming the refund and the refund on the [redacted] of Feb. I told everyone I talked to that there site should have a note before you purchase that the item isn't available. I wonder how many elderly people get taken by this company because they can't go through all the hassel I had to go through!

Unprofessional and incompetent (but nice)

I ordered a pair of crutches online on June ** and called to confirm that they would arrive in time for a trip I was taking on July *. So far so good.

When they hadn't arrived by 6/** I called to see what was happening. At that point I had not received any confirmation of my purchase except for the note from [redacted]. The lovely woman I spoke with apologized up and down and assured me that she would make sure they were sent out 2nd day air, no extra charge, and that I would receive them by the end of Wed 7/*. OK.

Thursday morning I called again. I was going on my trip Fri. I was not happy. The woman I spoke with gave me no fewer than three different reasons that they had not arrived. I kept challenging her misinformation until she finally admitted that they were out of stock and had never been shipped. Are you serious? I was completely irritated by her, essentially, making up reasons (or reading them from a card?) and beyond irritated that I'd been lied to on Mon. If they'd been honest I would've been able to cancel the order and get the crutches from [redacted].

My guess is that they are not honest because it seems that they do not have access to computers. No one had any records of anything and twice they had to physically call the warehouse and call me back.

I will never do business with this company again and would advise you to do the same. I am shocked that they are so well rated by the Revdex.com as a quick check of online ratings show tons of unhappiness.

Review: On 11/**/2015 I ordered from 1800Wheelchair.com, a Folding Sling Seat Cane, Drive Medical 10360, SKU: [redacted], Item #39945, Sling 18"x8", 34" tall when closed, seat to floor 22", 250 lb. capacity for $38.00 + $7.00 tax = $45.00 and paid with American Express. Order was shipped on 11/* and received on 11/*. Folding Sling Seat Cane RTL 10360, Item #0010, with sling size 14"x5 1/2" was sent, which I cannot use, as the seat is too small. All other dimensions are the same. Also on 11/* I called 1800wheelchair.com to inform them that they didn't send me what I ordered. I was told they no longer have that one and I note it has been pulled from their web site. Johnnel Y[redacted], Customer Service Rep, sent me an email stating they will review with their Returns & Credit Team and email me an RMA number to return the product. I told them I want a refund of $65.00 for inconviencing me. I have not heard back from them and I need the money so I can purchase elsewhere, as I need it for 11/**/2015.Desired Settlement: Get my money back immediately so I can purchase elsewhere.

Business

Response:

we never got the item back but I went ahead I refunded anyway the full amount

Review: I ordered an ergonomic wheelchair on-line for my mom from 1800wheelchair.com on or around May ** of this year. It arrived at Mom's place (not super quickly), but was in good shape and as pictured in the ads. When Mom tried it out she liked it a lot but realized she would need the 20" wide instead of 18" wide which is what we'd ordered (based on the width of her previous chair.) We sent the 18" chair back within a few days (Jun [redacted]), a few days after we'd received it, and well within the return window as specified by the manufacturer. I called 1800wheelchair and was given a return authorization (R/A) number which I wrote on the shipping label as instructed. According to [redacted] tracking, the chair was received back at the manufacturer on Jun *. Since then I have called 1800wheelchair.com numerous times trying to find out why we have not received our money back so we can place a new order for the 20" chair. It's a simple exchange, but I was told they couldn't send out a new one until the old one is received, inspected and a credit is given. Why does this take so long? I've called 1800wheelchair several times and keep getting the same response: that they will let me know but have yet to receive any return calls.Desired Settlement: We'd like the 20" chair delivered promptly. Yesterday my 84 year old mom said "they have my money but I don't have my new chair". What's up with this? I feel sad for disabled people who have to deal with this. I realize 1800 is a third party vendor, but they really need to get it together with their manufacturers and build a good reputation..why not?

Business

Response:

Your order was refunded Transaction Number: [redacted]