AL and PO Corporation

Complaint: [redacted]
I am rejecting this response because:This business is incorrect. I emailed Customer Service on 6/18/2016, requesting that they cancel the order. I telephoned Customer Service on 6/20/2016, requesting that they cancel the order. I am not lying.  In fact, this is a block and copy of the email that I sent:  CompressionSale.com: Your order #[redacted] has been processed [redacted] Please cancel this order and refund to my account immediately.  Please confirm that you have done so no later than Monday, June 20, 2016, by 5:00 p.m. Eastern. By the way, [redacted] is not helpful.  [redacted] Wed 6/15/2016 9:13 AM To make sure CompressionSale.com emails hit your inbox every time, add ([redacted] and [redacted]) to your address book. Dear [redacted], Your order has been approved and is being prepared for shipment. At this   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
 we were not aware that there was only a exchange or store credit.  the print was so small it couldnt be read  also they have nothing that fits my husband    there is a tab marked refund  but all u get is  a message that says no refund only exchange or store credit.  why would I want a store credit when they have nothing that fits my husband     they are not an honorable company.  also the managers are conveniently  unable to be reached .  isnt that convenient for them?

After you fill out return authorization form, you will receive a response via email within 1-2 business days for your return authorization instructions. We may also send questions via email regarding your return. Customer must respond to our questions via email to receive return authorization in a timely manner. Customer must also view spam/junk folder to see if return authorization was received.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]i never received any other corespondents  I checked all folders of my email like I said I was the one who had to contact them several times through email and phone calls to ask for a tracking number and after that THEN I was told it was on back order!! If an item is not in stock I don’t care what time of year it is it should specify “OUT OF STOCK” or on back order so customers knows not to order it if it’s something that is needed sooner rather than later as was my case.  I have never dealt with any online company that can’t cancel an order for a product that they don’t have it’s simple my account number u have u make a few clicks or phone calls it’s not as complicated as you try to state in very poor English..... I am STILL to this very date waiting for a cancellation as I still not have received a tracking number for a product you took my money for but never had in stock it’s against the law this site is a scam for peoples honest money

Complaint: 11030390
I am rejecting this response because: I DID NOT ACCEPT THE TERMS OF THE ALLEGED RETURN POLICY, AND HAD IN FACT, ALREADY MAILED THE ITEMS BACK BEFORE I WAS GIVEN CONFLICTING INFORMATION FROM THE COMPANY.  CONFLICT, AGAIN, BEING I WAS REFUSED REFUND BECAUSE I DIDN'T HAVE "PRIOR APPROVAL" AND THEN BECAUSE OF THE BRAND OR POLICY.  THIS CONSTITUTES THEFT AS I PAID FOR ITEMS I DO NOT HAVE, AND THE COMPANY THAT DOES HAVE THE ITEMS HAS STOLEN MY MONEY AS A RESULT.  I EXPECT FULL REFUND + RETURN SHIPPING, TOTAL $160, AND WILL NEED TO ADD $45 / HOUR FOR MY TIME EACH FUTURE FAILURE.THE PERPETRATING COMPANY HAS THE APPROPRIATE REFUND INFORMATION.
Sincerely,
Dj [redacted]

We understand that the customer displays strong feelings towards our company, but the customer has not been misled in any way. We do not guarantee a refund for any returns, because we have an exchange only return policy. If the customer does not want an exchange we will authorize a store credit for later. This has been told to the customer multiple times through email and is stated on our website. The customer also has a fundamental misunderstanding of the shipping charges. We do not give free shipping back and forth until a customer settles on an item. These are medical grade stockings and to offer the low prices we do, our company cannot operate as a fitting room. Customers are responsible for shipping charges back to our company. Based on how many items are requested in the exchange shipping charges are either $6.95, $7.95, or $9.95. Only one charge is applied. When store credit is requested, we deduct the shipping charge from the credit so customers know how much they have to work with. Again, the customer has not been misled and any misinterpretations of our policies can be clarified by our customer service team.

The customer simply does not fully understand our return policy. The last paragraph clearly states all the brands that are only exchangeable. The customer ordered items from the brands [redacted], all of which are only exchangeable. The entire policy needs to reviewed and...

acknowledged by all customers to avoid this situation. We have received the returned items from the customer in good condition and their store credit has been issued. To use credit please call our sales staff and reference your RMA number.

Complaint: [redacted]
I am rejecting this response because: The original...

response I received from the service rep.was so upsetting that I no longer trust in the service of this company to even bother doing business with them. I’ll keep the beige pair & wear underneath clothing
Sincerely,
[redacted]

The item ordered by the customer is only exchangeable per our return policy. In the last paragraph there is a list of brands which are only exchangeable. Jobst was the brand of the item ordered, which is only exchangeable. The customer still has the option to return the item per the terms of our...

return policy.

Our return policy is available to all customers on our website prior to ordering, in the return policy it gives a list of brands that regardless of the condition they are (ie:new/unopened) these brands will only be eligible for exchnage or store credit. This information was also provided to the...

customer when he initiated the request. The process to submit the request is as follows: you enter in your order ID, you enter in the email that was used at the time of purchase, then it is 3 paragraphs to read and directly under the 3 paragraphs is the "I AGREE" bottom to click. In the 3rd paragraph it again, gives that list of items, that regardless of the condition being returned these brands only qualify for a exchange or store credit. It is clear based on the customer statement that he did not read the information that he agreed to. He is more then welcome to reread the information so he may have a better understanding as to why the item does not qualify for a refund.

Customer was also advised via email that he had receive the correct item, which he chose to return but the item order only qualifies as exchange. When requesting a return or exchange customer fills out form and agrees to our RMA policy which informs customer of the following;  Returns &...

Exchange Policy Products that are new and in their original packaging may be returned or exchanged for up to 180 days following the original purchase date. Products that have been tried on are eligible for store credit/exchange only and may only be returned within the first 30 days of purchase. Returns received after 15 days from original purchase date will be refunded as store credit. Due to federal health regulations, worn product must be laundered prior to returning. Products that have been worn and/or damaged due to consumer negligence may not be returned. Fees, Exceptions & Rules 15% order processing charges will be deducted from refund. A $6.95 shipping charge(USA), $12.95(Canada), $19.95(International) will be applied to all exchanges which originally qualified for free shipping. A $9.95 shipping charge will be applied to exchanges of 3 items or more. Prices on exchanges will be based on website price at the time the exchange was requested. This policy is subject to change without prior notice. Therafirm products can only be returned within 30 days of receipt. The following brands only qualify for an exchange: [redacted]. Any [redacted] items that worn or tried on are not exchangeable or refundable. Exceptions of non-returnable items include: anti-embolism stockings, wound care, plastic post surgical, sport socks can only be exchanged, farrow medical wraps, and products dyed to order. Shipping charges are non-refundable. For orders that are returned back due to insufficient address, if the customer wishes to cancel, they are subject to a 25% restocking fee.

After an order is placed and processed, it may not be cancelled as per our terms and conditions. However, the customer has a short opportunity to adjust the order by giving us a call if the order has not shipped. The back order date had been pushed back so we could not send out the item to the...

customer. In this case, we are still able to substitute the item for a different one and send it if desired. This may be done by contacting our customer service department.

Our return policy is outline 3 different places on the website that give the same information. yes it does state that we can do returns within 15 days, but it also states in the next paragraph that certain brands can not be refunded. everything is the same boldness, same font size, same everything....

This customer will be subject to the policy.

Complaint: [redacted]
I am rejecting this response because: I contacted the company by email 2 days after the purchase therefore I require a full refund for the product that was not opened. I agree to the store credit for the product which was opened.
Sincerely,
[redacted]

[redacted] deemed the charge valid because we did receive the items back. The chargeback would not have been reversed otherwise. I am not sure what the customer is referring to by mailing store credit to them, but it is in our order records and can be used at any time by placing an order with one of our sales representatives. A refund will not be issued because that is not an option we offer as per our return policy.

Complaint: [redacted]
I am rejecting this response because:when I had called yesterday the customer service representative had stated that the case was in dispute.  She needed to speak to the manager to ensure that I had a store credit on file. She had stated she would call me back and never did.  Why couldn't she resolve the issue right then and there?  Why wasn't it stated that I ended up paying the credit card company?  This company lied to [redacted] at first and had stated that the merchandise was never sent. I found the receipt and sent a copy of it to the bank as proof.  I need this issue to be resolved by the company sending me a store credit in the mail of the correct amount. I will purchase items online although I don't need to wear compression socks/ stockings,etc.  Thank you for your help. [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The company should have a printed statement regarding their policy.  No one assumes you can not cancel an order when it is 30 days past due and no one in this day and age assumes you can not return some thing after it is shipped 60 days late and you were forced to purchase the item elsewhere.  What would I do with a credit?  I now have 3 braces for the same knee.  Ridiculous!  Can not cancel, can not return and you are forced to take a credit.  This should have been explained BEFORE  the purchase NOT AFTER the purchase.  No where can you locate a written statement to that effect.
Sincerely,
[redacted]

We are not trying to make anyone pay for a mistake, if the customer did not want to pay, thats all they had to say and we would have sent the return label first. If the customer wants a refund, they will be required to return the item on the own dime, and once we receive it we will have the order...

refunded.

The item was on back order, the email the customer received, was informing of the shipping carrier. the package was shipped directly form the manufacture. We have no control over a back order, and once the item was avallable it was shipped over night, therefore no refund will be given for shipping

The item ordered are only exchangeable per our return policy. As of today's date we show that the customer has received item and has not submitted a return or exchange.  Customer agreed to the terms and conditions that the customer agreed to at the point of sale. The following brands only...

qualify for an exchange if not worn: [redacted] [redacted].