AL and PO Corporation

Customer submitted a return/exchange request on 8/8/17, which our return policy specifically informs customers that the items qualify for either an exchange or store credit. We also have tried to offer customer a different brand but customer declined, which she then qualifies for a store credit that does not have an expiration date.  Below is the terms and conditions customer agreed to at point of sale.Terms & Conditions Welcome to our online store! CompressionSale and its associates provide their services to you subject to the following conditions. If you visit or shop within this website, you accept these conditions. Please read them carefully. RETURNS Please review our Return Policy, which you agree to upon making a purchase on our website. 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. How to return? If your order qualifies for return or exchange, please request a return authorization RMA (Return Merchandise Authorization) number. Qualifying orders returned without prior authorization will be subject to a 25% restocking fee and will only be refunded as store credit. Note your RMA# on the outside and inside of your package and return it to: Compressionsale.com [redacted]  [redacted]. Please allow 2-3 weeks for processing. Any items that are returned as defective , and a replacement is set up the customer will be responsible for shipping of the amount of $3.95 HOW DO YOU REQUEST A RETURN? Click on the button below to request a return authorization number (RMA). FEES, EXCEPTIONS & RULES 15% order processing charges will be deducted from refund. A $6.95 shipping charge 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: Jobst Brand Relief, Maternity, Sigvaris Access, Mediven Assure, Curad, Futuro, Mediven, Juzo Basic, Truform, Therafirm,Second Skin, Activa, Rejuvahealth, Sockwell, Dr. Scholl's, CSX Sport, Zensah, McDavid, . Any Activa 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.

We have fulfilled the customer's request for a replacement.  The manufacturer does not ship replacements internationally so that is a charge our company has to incur.  We do not manufacture any of the items we sell as we are simply a retailer.  The reduced rate that we offered is our standard rate international replacement orders.

On Fri, Jul 14, 2017 at 3:46 PM we contacted customer via email to inform them there was a price error therefore amount would be $137.60 not $118.67 and allowed customer to either cancel or to be charged the difference. Customer declined and we have issued a refund for the amount that was charged of...

$118.67 Transaction ID: [redacted].

On the last exchange, the 3-pack was not requested in the initial email, only the four pairs of 110878. Due to a clerical error we cashed the check that was sent to us. We have refunded the customer for the check to their [redacted] card we had on file. If the customer is still interested in the...

3-pack, they can place a new order for the item as there is no store credit remaining from this exchange. We sincerely apologize for the error.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory if full refund received. I have sent pictures as requested. Will close complaint when refund received.
Sincerely,
[redacted]

We have contacted the manufacture in regards to this order, who has infomred us the white color is on a back order, they are having production issues. We currently have the black small that we can send out to this customer.

This customer had made an exchange for a made to order item which is not returnable. This disclaimer is clearly stated in the product description tab on the item's page. I have provided the link below. This customer was not given incorrect information. It is true that we had initially sent the...

incorrect item to the customer, but had a replacement sent free of charge. The replacement is the one that the customer is trying to return. Unfortunately, we cannot accept this item back. [redacted]

Anytime they return a product they must request an RMA from our company via email. Also when a customer call 1 min when closed we are legally not obligated to assist them because we do close 5 min before time which means 5pm is when all of our rep shuts down phones and leave for the day. We stay...

till 5pm but anyone call between 1 - 5 min before closing depending on situation we will let them know to email or call back during business hours. We are just a call center so our hours means we have open LIVE CHAT and phones from 9am - 5pm CST means 1 min before 5pm our phones goes down and we have no control when the phone shuts off. Also per company policy it clearly states that all returns will have a fee deduction and they see that policy before clicking submit also that policy is stated in the terms and condition when customer place the order. In this case they placed the order after business hours. Customer also contacted us after 15 business days of having the product which can only be return for store credit or exchange only. Customer always is told they can go to LIVE CHAT or go to email and email us what they want using store credit and we can always place the order for them. With our call center being a small call center we do have high call volumes especially during morning time of business and also after lunch hours and 1 hour before closing. As of this moment customer still have their store credit of $111.95 to use at anytime. Below is terms and condition customer agreed upon before submitting the order and also submitting the return request. Customer is well acknowledge this.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 for an exchange or store credit if NOT worn. The following brands only qualify for an exchange if not worn: LympheDivas, Jobst, Brand Relief(30 day policy), Maternity, Sigvaris , Futuro, Juzo Basic, Juzo, Truform, Therafirm, Second Skin, Activa, Dr. Scholl's, Rejuvahealth, Sockwell, CSX Sport, Zensah, McDavid. Any Activa items that are 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. Orthopedic items can only be exchanged or offered a store credit with no expiration date. 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 by phone or through the website, the customer has a short opportunity to change their order by giving us a call. We are not responsible for incorrect orders placed by customers over the phone or website.

Complaint: [redacted]
I am rejecting this response because: Compression Sales company is not truthful.I called BSN medical Inc., Charlotte, NC  this morning and walked their spokesperson through the same steps described in my Revdex.com complaint. They agreed with my assessment.However, if Compression Sales is still in denial after this last communication, I invite them to visit the Missouri statute 407.020 "Merchandising Practices Act" that reads in part:"The scope of the act is set forth in statute 407.020.1, which provides that it is unlawful to act, use or employ . . . deception, fraud, false pretense, false promise, misrepresentation, unfair practice or the concealment, suppression, or omission of any material fact in connection with the sale or advertisement of any merchandise in trade or commerce . . . in or from the state of Missouri." Said statute applies to acts committed "before, during or after the sale."With this in mind, please do as BSN did and follow my Revdex.com complaint step by step instructions while you have Compression Sales' web page open in front of you and you will readily see for yourself CS response is pure b[redacted]! Thank you for your involvement.     
Sincerely,
[redacted]

In the 13 emails that were sent between the customer and [redacted], the customer did not ever mention once that she no longer has the origianl packaging. Had she disclosed this information, she would have been informed at that time, we would not be able to accept the package without the box, thus...

therefore she would not have to have sent it back and pay for shipping. The neglect of the customer not informing us she does not have the original packaging is soley her own mistake. At this time since we can not accept the item without the box, the customer will simply need to purchase new items. All this information has been available to the customer under the return policy.

Initial Business Response /* (1000, 5, 2015/08/10) */
The items that were discontinued have been replaced with the so soft line which is stated on the product detail page before a purchase is made. Also customer was notified about this change via email , and phone, and we given options for an...

exchange as well.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original items didn't fit. When my mom processed an exchange, the newly requested items were NOT marked as discontinued on the website. We ordered them and my mom mailed back the original items on July 2. We received nothing after that although we emailed them. In an online chat yesterday, they said they mailed back to my mom the original items that she returned. They said there mailed to my billing address (nothing has been received)! As dumb as that may sound, neither my mom nor I have ever received an exchange of the original order. While I was chatting online with [redacted] at compression.com yesterday, he put through a charge of $7.85 for restocking, I suppose. NEITHER MY MOTHER NOR I HAVE RECEIVED ANYTHING FROM COMPRESSION.COM SINCE BEFORE SHE RETURNED THE ORIGINAL ITEMS ON JULY 2.
I state once again: there was no phone conversation with compression.com except for one made by my mom early on in late June about the original items because they mailed the original order incorrectly to the billing address rather than the shipping address.
We have received nothing from compression.com since late June and yet they have our money and are lying about phonecalls and transactions and have fradulently charged my credit card for a $7.95 fee made during our online chat yesterday.
Sincerely,
[redacted]

Customer submitted several return request via email, which we responded to customer but did not receive a response back until the last attempt we were able to provide return authorization number to customer. As per our return policy and terms and conditions that customer agreed to at point of sale...

the items customer requested to return (Sigvaris brand) qualifies for an exchange or store credit. As of today we have not received items to provide customer a store credit. Please view attached emails and our return policy below.
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]
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 by phone or through the website, the customer
has a short opportunity to change their order by giving us a call. We
are not responsible for incorrect orders placed by customers over the
phone or website.

 I Agree *

Customer submitted an order online on 08/24/2017, it is customers responsibility to read the term and conditions before submitting order witch customer agreed to at point of sale. Terms and conditions and return policy is also available to be viewed in a separate page on our website.Terms & Conditions Welcome to our online store! CompressionSale and its associates provide their services to you subject to the following conditions. If you visit or shop within this website, you accept these conditions. Please read them carefully. RETURNS Please review our Return Policy, which you agree to upon making a purchase on our website. 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. How to return? If your order qualifies for return or exchange, please request a return authorization RMA (Return Merchandise Authorization) number. Qualifying orders returned without prior authorization will be subject to a 25% restocking fee and will only be refunded as store credit. Note your RMA# on the outside and inside of your package and return it to: Compressionsale.com [redacted] Vernon Hills, IL  60061. Please allow 2-3 weeks for processing. Any items that are returned as defective , and a replacement is set up the customer will be responsible for shipping of the amount of $3.95 HOW DO YOU REQUEST A RETURN? Click on the button below to request a return authorization number (RMA). FEES, EXCEPTIONS & RULES 15% order processing charges will be deducted from refund. A $6.95 shipping charge 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: Jobst Brand Relief, Maternity, S[redacted] Any Activa 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.

We do not have control over a manufacture back order. There are several online companies who charge the customer before the items ships. There has been no request to cancel any order from this customer.

Customer was well aware of return policy when she submitted return / exchange request, it clearly states that the brand ([redacted] qualifies for an exchange or store credit. We had also provided this information to customer via email when we responded to return request. Customer has a store credit of $132.97 that can be used at any time by just calling our customer service department [redacted] credit has no expiration date.
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]
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 by phone or through the website, the customer
has a short opportunity to change their order by giving us a call. We
are not responsible for incorrect orders placed by customers over the
phone or website.

Initial Business Response /* (1000, 5, 2015/06/12) */
Per policy as we cannot resell medical grade stockings we offer the option for an exchange or store credit with no expiration date
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
In the policy, no where does it state the restrictions or stipulation that supports this response. I would NOT have ordered in the first place had it been said. Also, as I explained to them via emails, the package had NEVER BEEN opened. I asked for a postage paid label, and that questioned was ignored twice.There us verbage saying something about a REFUND. NOT in store credit or exchange ONLY.I am sorry but this only tells me to tell others of this misleading policy.

We are glad to hear that the customer is in good health. However, we offer store credit or exchange only for all items returned to us. We did receive the items back in good condition, so we have authorized a store credit for the order, which may be used at any time.  The customer did also...

dispute the charge with with their credit card provider and the charge was deemed valid. The customer needs to read and understand our return policy. A store credit has been approved and a refund will not be issued.

Complaint: [redacted]
I am rejecting this response because: this was not a back order and I would not have used this company if they stated up front they could not guarantee the 3 day postage which I paid extra money for instead of going with free shipping which would have allowed them to not take responsibility for how long it took.
Sincerely,
[redacted]

This customer has returned items to us for which we have authorized a store credit. We urge all customers to read the return policy thoroughly before placing an order on our website as we have an store credit/exchange only return policy for all of the brands we carry. These were sent back without an RMA, however, our company waived the 15% processing fee. Store credit is the only option for the items returned and may be used toward any product on our website.

Complaint: [redacted]
I am rejecting this response because:Why haven't I received the merchandise back then??  It is not legally theirs to possess being they REFUSED the return.I have contacted the Attorney General of Illinois to investigate this company further.  They have NOT heard the last from this consumer and the scams they are pulling on innocent consumers.I demand my merchandise returned then!!  Sure works in their favor to keep the merchandise AND my $70!!
Sincerely,
[redacted]