Choice Healthcare, Inc.

The customer placed this order online without the help of a customer service rep.  They ordered a hand control for a [redacted] and that is the item they received.  We have the picture and description of this item on the page.When they called saying the hand...

control they got has a different connection, she then told [redacted] (our CSR) that she had a [redacted] that is not an overheard lift at all.  She ordered the wrong hand control.  Our return policy is at the bottom of every page on our website and she agreed to our policies by placing the order.  The return policy states:  Non-Returnable Products:  Parts:  All parts orders are non-returnable.[redacted] made an exception for her to return this item and place an order for the correct hand control.  There is a 20% restocking fee and she is responsible for return shipping (this is the policy on approved returns).  A full refund is not due to her since she ordered a part for a lift that she doesn't even have.  It is the responsibility of the customer to read all terms and return information before placing an order online and this is her 2nd order she has placed with us.Credit will be issued once the item is returned and received back.  She has been given the return information and credit due.   Any questions, please call me [redacted].

Extremely poor customer service.Spoken to very foul,very rude.Also hung up on me

Company refuses to abide by their verbal communication and tries to make money off of people when orders are cancelled by charging varying restocking rates. Then denies that they verbally quoted one restock rate and charged a higher rate.

Review: I ordered a replacement control pendant for a patient lift that ended up having the wrong connection. Upon bringing this to the attention of "customer service" I was told that no parts are returnable - ever. I was then guided to a link at the very bottom of their exceptionally long website, in the smallest font imaginable that links to a page describing a no return policy that is not made clear anywhere else on the site. Odd, because when accessing the "return policy" from within my account portal on the same site I get a message to contact a customer service line. I take issue with businesses that operate in this manner. This company's intent with their return policy is deliberately and intends to deceive and mislead their customers. Who in their right mind would willingly part with hundreds of dollars on any merchandise on the chance that they may lose money on their investment? The fact that I was immediately shut down with no resolution to this issue just served to irritate and aggravate me further. On further inspection of the invoice I realized that the mistake was not necessarily all mine. The invoice I received with the product had a completely different description of the product that what was offered on the website. A description, I might add, that had I read at the time of purchase this purchase would not have been made. When I called customer service back again I got [redacted], who was immediately defensive about their policy, she was loud, rude, talked over me, didn't allow me to complete a sentence and didn't offer any resolution on this issue until I mentioned filing this complaint. After 15 minutes of having this condescending "customer service" individual basically call me stupid, I was able to get her to agree to take the part back for a 20% restocking fee and shipping costs at my expense. While I may have been willing to accept this resolution had she approached me in a more customer service oriented manner, at this point I find this entire experience unjust and I want someone to address this issue with me directly.Desired Settlement: I would like either my purchase refunded and the merchandise returned.

Business

Response:

The customer placed this order online without the help of a customer service rep. They ordered a hand control for a [redacted] and that is the item they received. We have the picture and description of this item on the page.When they called saying the hand control they got has a different connection, she then told [redacted] (our CSR) that she had a [redacted] that is not an overheard lift at all. She ordered the wrong hand control. Our return policy is at the bottom of every page on our website and she agreed to our policies by placing the order. The return policy states: Non-Returnable Products: Parts: All parts orders are non-returnable.[redacted] made an exception for her to return this item and place an order for the correct hand control. There is a 20% restocking fee and she is responsible for return shipping (this is the policy on approved returns). A full refund is not due to her since she ordered a part for a lift that she doesn't even have. It is the responsibility of the customer to read all terms and return information before placing an order online and this is her 2nd order she has placed with us.Credit will be issued once the item is returned and received back. She has been given the return information and credit due. Any questions, please call me [redacted].