Better Braces

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Hello [redacted] ***,Unfortunately, the Better Braces Customer Service team wasn't given all of the correct information up front We greatly apologize for this miss-communication It looks like we did send the check, overnight for a Monday delivery on April 15th[redacted] *** ***Thank you, [redacted] Sales Support Manager, Consumer Business [redacted] ***

Hi All, After checking this issue and investigating on the customer's issue, we found that there was a delay in service due to the orders that we have had during the holidaysIt was unfortunate that we were unable to provide the customer a resolution right away but tried to make up for
it by trying to call and send an email to them. Also, we made sure that we expedite the missing item that the customer was disputing that was not included in their initial order. Since customer was unavailable to speak to over the phone, left a couple of Voice Mails and sent an email asking if there is anything more that we can do to help them with this issue.Tracking of the item expedited for the customer is : *** *** ***Please let us know if there is anything that you may need for this case. Thank You! *** ***Better Braces Sales Support -Team [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have issued a refund for this order on 11/2/It may take 7-business days for the refund to reflect on the customers card account. Thank you,Better Braces Service

We received a complaint from the below customer regarding a purchase they made on our Ecommerce Website: www.BetterBraces.comI am referencing case ID # *** for
our response.*** *** *** placed an order for the Aircast pneumatic armband aricellThis item is $and it lists under the product description that it is a “Replacement Aircell for the Pneumatic Armband.” The picture the customer is referencing on our site, shows how the aircell will look when it is installed back into the armband, but we clearly state that the item on the page is the aircell onlyUnfortunately, she thought she was receiving the entire complete armbandThe order was placed on 9/at 12:in the afternoonShe was notified via email that the item went on back order the next morning, 10/She was quoted that it should ship within 7-business days, no later than 10/The order shipped on 10/She requested a return authorization number on 10/as she no longer needed it and she thought she was going to receive the entire armband, not just the aircell as the product page describesWe issued her a return approval number but the customer insisted that she shouldn't have to pay for the item to come back due to the delay in receiving it and it was not what she expected.Our returns section on our customer service page clearly states our return policy and every customer has days to return anything they order with no questions asked for a full refund minus the shippingWe also clearly state that we do not pay for return shipping

The customer called in and processed the return on 3/21/We received in the item on 4/4/and processed the refund in our system the same dayThe customers original payment method has been fully applied as of 4/4/Please advise if there is any additional information required for this
case. Thank you,BetterBraces

Hello *** ***,
Unfortunately, the Better Braces Customer Service team wasn't given all of the correct information up front We greatly apologize for this miss-communication It looks like we did send the check, overnight for a Monday delivery on April
15th*** *** *** *** ***
Thank you,
*** ***Sales Support Manager, Consumer Business
*** *** ***
*** *** *** *** *
*** ** ***

Hi,Greetings!Unfortunately, during the time of when the order was placed, our Warehouse was behind in shipping orders due to the volume of all the orders that we were getting. This consequently delayed processing of your order up to when you called the Helpdesk and escalated this matter,
we were unable to provide a specific time or date as to when we can ship the order. We apologize for the inconvenience and the delay of the order hence we gave the option to give us the time to process it or cancel the order.If there are any other issues that are unclear on this matter, please let us know. Thank You

We received a complaint from the below customer regarding a purchase they made on our Ecommerce Website: www.BetterBraces.com. I am referencing case ID # [redacted] for our response.[redacted] placed an order for the Aircast pneumatic armband aricell. This item is $4.99 and it lists under...

the product description that it is a “Replacement Aircell for the Pneumatic Armband.” The picture the customer is referencing on our site, shows how the aircell will look when it is installed back into the armband, but we clearly state that the item on the page is the aircell only. Unfortunately, she thought she was receiving the entire complete armband. The order was placed on 9/30 at 12:38 in the afternoon. She was notified via email that the item went on back order the next morning, 10/01. She was quoted that it should ship within 7-10 business days, no later than 10/16. The order shipped on 10/14. She requested a return authorization number on 10/21 as she no longer needed it and she thought she was going to receive the entire armband, not just the aircell as the product page describes. We issued her a return approval number but the customer insisted that she shouldn't have to pay for the item to come back due to the delay in receiving it and it was not what she expected.Our returns section on our customer service page clearly states our return policy and every customer has 60 days to return anything they order with no questions asked for a full refund minus the shipping. We also clearly state that we do not pay for return shipping.

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not an accurate response as I have voice mail and caller ID on every number they could have called and there was not record of caller ID nor messages. I continued to call this agency and speak with [redacted] who never followed through with any claims he made regarding my missing item(s),nor did the manager Eric return any calls. Initially they communicated that they would contact FEDEX and that FEDEX would contact me than they communicated that they would send the missing item. None of this transpired nor did they follow up until I filed a complaint. I wrote to them numerous times requesting a refund after which they again insisted that they sent the missing item again which is still not the case. This company is scandalous and defrauding consumers. See all complaints regarding same. Again I request a refund without further delay.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business made a mistake and they want me to pay for shipping and handling to return their product. The business should pay the return shipping for their product since they shipped the wrong product. They sent me a knee pad that is significantly smaller than their sketch as shown on their website. I should not have to pay for their mistake. I request that the business pay for the return shipping and issue a full refund. Note: When other better businesses make a mistake, they correct the mistake at their expense and they do not make the customer pay for the businesses mistakes. 
Regards,
[redacted]

Hi All, The Return Policy details that if after trying the product within this 30 days time, and if they are not satisfied, they may return the product for a refund o the purchase price (minus shipping and handling).  It is the customer's responsibility to pay for return shipping. And it...

can take up to 2 weeks to process the refund from the time the return arrives at our warehouse.This are all stipulated on the Policy and notice on our Website.Thank You! Better Braces

We have issued a refund for this order on 11/2/16. It may take 7-10 business days for the refund to reflect on the customers card account. 
 
Thank you,
Better Braces Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hi [redacted],  Unfortunately, we will stand with our policy of Returns where it is the customer's responsibility to pay for return shipping. Thank You!

Hello [redacted],Unfortunately, the Better Braces Customer Service team wasn't given all of the correct information up front.   We greatly apologize for this miss-communication.  It looks like we did send the check, overnight for a Monday delivery on April 15th.[redacted]...

[redacted]Thank you,[redacted]
Sales Support Manager, Consumer Business[redacted]