Empatica, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We have responded to the customer addressing their concerns via emailHere is the email that we sent earlier todayIf anything else is needed from our end, please let us know. Hi ***,We received your complaint for the Revdex.comI wanted to reach out to you directly to apologize for the delay
and also provide some background on Empatica and our journey with EmbraceEmpatica has its roots in the MIT media lab where we first discovered we could measure changes on the surface of the skin that correlated with stress levelsYou can read our full story hereWe noticed this discovery could have a profound impact on detecting seizures, so we decided to bring these findings to life, packed in the form of the Embrace.We set the development of Embrace in motion via a crowdfunding campaignCrowdfunding is essentially a funding process for products that don't exist and it's only because of "the crowd" that they get createdAfter the crowdfunding campaign, we then enter the "pre-order" phaseThe product that you are purchasing is still in production, so the process is a little different from an established, instock productYour card is charged at the time of pre-orderWith that said though, you can be fully reimbursed for your order whenever you'd likeIn fact, if you feel the wait has been too long just let me know and I'll take care of your refund right away.Developing something that's never been done before though takes time, especially if you want to do it rightThere were times when we were tempted to launch sooner, but we knew that if we did we wouldn't have been able to do it as profoundlyThe downside is that that time to get it right transfers to waiting time for you, and customers like youIt's something we grapple with on a daily basis here.I hope it's more clear nowIf you have any other questions, concerns, doubts, ideas, etc., just write.Kind regards,***Empatica Teamwww.empatica.com

The customer contacted us on February 7th to request a full refund for her orderThe refund has been issued on February 8th and a confirmation email has been sent to the customerPlease find attached the proof of the refundWe are happy to provide any necessary information
if needed

Hello [redacted], We're sorry for the delay in getting Embrace to you. For the past month we have been ramping up our production process to accommodate for larger batches.  We received your email on September 7th and we responded to you on September 13th that your shipping date can...

be found in your Empatica Account. I've pasted that correspondence below. I'm sorry that we were not able to respond to you on [redacted]. Getting out shipments has taken precedence and we have not been able to be as active on our social media sites as we would like.  I can understand if you would prefer to go the refund route instead, and we have left you a voicemail regarding that matter as well.  I would like to apologize again for the delay, and if you have any questions please feel free to contact us at [redacted]  [redacted] from Empatica (Empatica Help Center)Sep 13, 17:06 CESTHi,Thanks for checking in. We've recently updated your estimated shipping date in your {Empatica Account}([redacted]/). Please have a look for the latest date. We've recently published a new blog post, that we also encourage you to take look a look at when you get a chance.If you have any questions, please don't hesitate to follow up.All best,[redacted]Empatica Team[redacted]Sep 7, 16:00 CESTCould someone please explain to me why my shipment month is for September , but I haven't received an email saying that it has been shipped? I'm not trying to be rude but I myself am very frustrated and so are the family members that helped me to come up with the funds to purchase this device.[redacted] from Empatica (Empatica Help Center)Sep 13, 17:06 CESTHi,Thanks for checking in. We've recently updated your estimated shipping date in your {Empatica Account}([redacted]/). Please have a look for the latest date. We've recently published a new blog post, that we also encourage you to take look a look at when you get a chance.If you have any questions, please don't hesitate to follow up.All best,[redacted]Empatica Team[redacted]Sep 7, 16:00 CESTCould someone please explain to me why my shipment month is for September , but I haven't received an email saying that it has been shipped? I'm not trying to be rude but I myself am very frustrated and so are the family members that helped me to come up with the funds to purchase this device.

Hi [redacted],As you will note per the proof of transaction that I sent you on January 9th, we refunded you a total amount of $159.50. I am including that correspondence below:[redacted]Jan 09 17:16Hi [redacted],We've revised the info provided and the transaction has gone through. Can you please...

close out the complaint with the Revdex.com?Attached is the proof of payment.Thank you,[redacted]Empatica Team