AL and PO Corporation

If an order is placed with us after 5:30PM central time, no customer, and I mean NO CUSTOMER can reach us, as we are out of the office at 5:30PM. In our return policy it is stated that once an order has been placed it cannot be cancelled, this information is in the return policy.

The correct item was sent as that is the 3XL size. SS-8845BL-3L can be broken down as follows:SS = Second Skin brand8845 = Surgical Grade Closed Toe 30-40 mmHg Knee High Support Stockings (model number)BL = Black color3L = 3XL size

The return items were received on 05/24/2016; one was worn so we could not accept it, we sent it back with the rest of the exchange items via [redacted]

We have a store credit only return policy, so we can only refund the check that should never have been cashed. We do not refund any store credit that remains after a purchase is made using store credit. We do again apologize for the inconvenience on the exchange.

The representative that this customer had spoken to was correct. We have only received back one pair of the stockings from the exchange. The person that checked the items in is our most senior member of our customer service staff. There is no incentive for our company to lie about receiving returns...

as we deal with a high volume of returns on a regular basis. We cannot issue credit for merchandise we have never received back.

We regret to hear that the customer is not satisfied with our policy, but this is what our company offers for returns. We are a discount website and we strictly adhere to our policies to guarantee low prices. The customer is still welcome to return the merchandise.

There was a slight back order for the replacement pair. We apologize for that. The replacement has already been sent to the customer and it is scheduled to be delivered today according to the tracking information. Again, we apologize for the inconvenience and appreciate the patience in the handling...

of the situation.

Customer emailed stating she wanted to return product, per our return policy that customer agreed upon when ordering the following brand Jobst qualifies for an exchange or store credit. Customer did not reply to email to inform us what option she would do and just return product, therefore customer...

has a store credit for the amount of $21.91 which has no expiration date and can be used by simply calling our customer service department at [redacted] to place order to add store credit.  Please see attached email and our return policy below.  Return 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.
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 shipping
charges and will only be refunded as store credit. Note your RMA# on the
outside and inside of your package and return it to the address
provided to you. Please allow 2-3 weeks for processing.
HOW DO YOU REQUEST A RETURN?
Option 1: Within the first 30 days from purchase.

Click on the button below to request a return authorization number (RMA).

Option 2: Past the 30 days from purchase.
Submit an email to [email protected]
(include your order id#, items you want to return or exchange and requested course of action.)
QUESTIONS?

If you have further questions or are having trouble with requesting a return, please submit an email to customer service
from the contact us page or call [redacted] (do not call the 800 number regarding returns).
Proof of delivery confirmations also known as signed proof of receipt are not provided to the customer for a speedy delivery.
Please click here for more information  ( proof of delivery confirmations ).
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 for an exchange
or store credit if NOT worn. The following brands only qualify for an
exchange if not worn: [redacted] [redacted]. 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.

We do apologize, but the policy was and still is available to anyone who comes to our website, prior to them ordering, so that they will be aware of any return or refund policy before they purchasing. One January 8th, 2016 after a string of emails with your son and our returns department the final conclusion, after the request was submitted for a refund, after the policy had been agreed to, that you will take store credit. We are currently awaiting for the items to be returned so store credit can be activated on account.

That is not what was said, if you are requesting for a refund, you the customer is responsible to ship it back to us, we will only issue a return label to resend back out the correct item.

Complaint: [redacted]
I am rejecting this response because: I have already sent you the pictures of the defective stockings. You responded to me that you had received them. This is not...

furthering anything. I have sent everything to you already. Asking for things again and again doesn't make it different. This is the same response I have had from you several times already. You continue to ask and re-ask for information you already have then do nothing at the end of me sending things over and over. No more sending. Check the files you already have.
Sincerely,
[redacted]

When we send the incorrect merchandise, we provide a return label so the customer is not required to ship the item back at their own expense. The customer is not required to request an RMA unless it is defective. It is unclear to our returns department that the customer either received a different...

item, or received the correct, but defective, item. We urge the customer to call our customer service team at [redacted] to further explain the situation and we will be able to rectify the situation.

The customer would have to put in a request for a return/exchange on the return policy page. If the item is not worn or tried on the customer would have 180 days to exchange for another item or return for store credit. If the item is tried on or worn the customer only has 30 days from the orginal...

purchase date

Customer made contact with us to set up exchange on the
order, we asked the customer to provide the exact item number for the exchange
item. Customer provided the item number, but the item number provided was not a
match to the description of what she claim she wanted. We asked her to verify
the...

item number, or send us the link to the item, customer became frustrated
and did not. We told her to call 847-276-2838 to speak to [redacted]. She called
and spoke to [redacted] where at that time she decided not to want to do business
with us anymore. So RMA was sent to the customer for a refund. At this time we
are awaiting to receipt of the return items before the refund can be issued minus the 25% restocking fee.

Again, what this customer is describing is NOT possible. [redacted] nor our company has the ability to take money without an order being submitted. Once an order is placed with our company, we process and ship the order as quickly as possible for our customers. Once it has left the facility a cancellation is obviously impossible. The customer had called in just after the order had been shipped, so unfortunately we could not stop shipment.

The brand ordered does not qualify for a refund, as it is stated in the policy

The exchange was shipped to the customer on 06/10-2016. It was shipped directly from the manufacture which is located at [redacted] (this information was never asked of us, as we have no need to keep it a secret). The exchnage was shipped via [redacted]...

and was delivered to the customer on 06/13/2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
   The last part of my purchase was mailed by them on April 20, 2016, and received by me today, April 26, 2016.    As a reminder, the original order (and date paid) was March 16th.   I have now received everything that I ordered.
Sincerely,
[redacted]

We definitely apologize about the misunderstanding and have reviewed the claim. The customer did purchase a pair of compression stocking from our website and we understand things may happen. The products we sell to customers come from the manufacturer so they are brand quality products not...

refurbished or of a less quality. Also we  have sent the customer the appropriate forms to complete to proceed with a return or exchange procedure. Those forms were not completed and we were unaware as to what the customer had decided to do in regards to the item(s).

THE $6.95 THAT IS DEDUCTED IS NOT FOR THE ORDER THAT ALREADY QUALIFIED FOR FREE SHIPPING. HOW CAN WE CHARGE SHIPPING ON SOMETHING THAT HAS BEEN SHIPPED ALREADY, COME ON NOW? THE $6.95 DEDUCTED IS FOR WHEN THE CUSTOMER REORDERS USING THE STORE CREDIT, HE WILL BE RESPONSIBLE FOR SHIPPING CHARGES, AS...

WE WILL NOT PICK UP SECOND SHIPPING CHARGES FOR A ORDER THAT WAS ALREADY SHIPPED FOR FREE, THE STORE CREDIT IS VALID, AND IF THE CUSTOMER ORDERED MORE THEN 2 ITEM, ADDITIONAL SHIPPING WILL BE COLLECT. I ADVISE THE CUSTOMER TO CAREFULLY READ THE RETURN POLICY AS EVERYTHING IS OUTLINED THERE