Fisher Wallace Laboratories

Customer has been sent refund on 11/*/14. The error occurred because of a change in our accounting system and we have apologized to the customer for the delay.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I paid the current price advertised on the merchants current website. The price for the device was $699 which is the currently advertised price. The website offered a 100% refund if not satisfied and that's what they should honor. The site never mentioned a restocking fee and they did not offer me a lower price.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello there, The customer [redacted] purchased and then later returned his Fisher Wallace Stimulator. We mailed out his refund check afterwards. He submitted a review to the Revdex.com to which we responded. Below is a copy of the response we provided:Our return policy is listed...

on our website and we do mention the restocking fee that is applied to returns. The emails we send mention the 30 day return policy and they link to refund policy page, but they do not say “100% refund policy.” Regarding [redacted] first delivery attempt, we are not sure what happened there. We receive mail from [redacted], [redacted], etc. almost every day so all the mail carriers never have any issues delivering mail to us. We do not normally contact customers back confirming receipt of their return. We only confirm receipt of return if the customer contacts us asking about his/her return. In our refund policy, we state that returns take 4-5 weeks to process. Once complete a refund check is created and mailed out. We processed and mailed out a refund check for [redacted] a few days short of the five-week mark. The only side effect associate with our device is that 1% of the people who use it may experience a slight headache. Our research shows that the device has a 75-80% effectiveness rate and it is unfortunate that [redacted] did not find the device effective for him.We have a return policy that is very clearly listed on our website. The direct link to it is here > [redacted] We believe this matter will be closed after this response is submitted as we followed our normal company policy when handling [redacted]'s return. If you would like to talk to us about this matter, please call us at ###-###-#### Monday-Friday 10am-6pm EST. Best regards, Fisher Wallace Laboratories

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Today is October **. I still do not have a refund for the product this company has acknowledged I returned in September. I have asked for refund to my credit card. All they have told me is "the check is in the mail" - but no check has been received. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello there, Fisher Wallace is not giving the customer, [redacted], the runaround. As you can see from the previously attached files, the chargeback is still ongoing. We can not do anything until the chargeback has been decided. Therefore we believe this complaint is unwarranted because the customer filed the chargeback. The following is from the chargeback itself and can be seen in the attached files: "This chargeback was responded to on Jan **, 2017. Credit card issuers typically take up to 90 days to determine the outcome of a chargeback. We’ll update this order and notify you when a decision has been made."We followed our return procedure accordingly and there nothing else that we can do at the moment since the chargeback is still ongoing. We believe this complaint has been settled as nothing can be done until it has been decided. According the chargeback message, it can take up to 90 days to determine the outcome; 90 days from 1/12/17 is approaching so this chargeback should have a decision made soon. Thank you for your time. Best,Fisher Wallace LaboratoriesFisher Wallace Laboratories

[redacted] can feel free to call us at ###-###-#### and she can speak with any of our executives. We have already issued a refund, and are not sure what further actions can be taken to rectify the matter. She also has not returned any of our calls to her [redacted] area code number. However, if [redacted] can call us at her earliest convenience, we will be happy to rectify the manner to her liking. It is unclear what more we can do until she expresses that to us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 As of Friday 1/*/15 refund check not received.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Greetings,   The customer, [redacted], purchased the Fisher Wallace Stimulator on 4/**/17. The order was shipped the same day. According to the [redacted] tracking number, [redacted], the package was scheduled to be delivered on 4/**/17. On 4/**/17, Mr. B[redacted] called us to inform us that he...

would be rejecting the package because he did not want to pay the duties and taxes associated with the package. I spoke with my manager and immediately afterwards call Mr. B[redacted] back. He did not answer and so, I left a voicemail informing him that we could refund him for the duties and taxes so that he may get to try the device. I told him that he just needed to send us a copy of the receipt for the paid duties and taxes. I also sent him an email that you can see in the attached pdf file. On 4/**/17, he emailed back saying his phone was not working, to just email him. [redacted] successfully delivered the package on 4/**/17 at 12:21pm EST. On 4/**/17, Mr. B[redacted] emailed us to say that he had not received the package and that he was not home at the time of delivery. According the [redacted] tracking, Mr. B[redacted] signed for the package on 4/**/17. You can see proof of delivery in the attached pdf file. We informed Mr. B[redacted] that we would set up a [redacted] trace to see what exactly happened with the delivery. On 4/**/17, a [redacted] trace agent called Fisher Wallace to inform us that the package was successfully delivered on 4/**/17. The trace agent said that initially the credit card used to pay the duties and taxes was declined, but that it was processed successfully on the second attempt. Furthermore, the agent reported that the deliveryman left the package with Mr. B[redacted]. Mr. B[redacted] emailed us and insisted that he did not sign for the package. We told him that we could set up a 3-way call with [redacted] and him to see what is going on. Mr. B[redacted] ignored this plan and said he checked with his neighbors and none of them had the package. Today, 4/**/17, Mr. B[redacted] reported that his roommate had signed for the package on 4/**/17 and since they both have the same credit card, his roommate paid for the duties and customs. Mr. B[redacted] then said that the package was sealed, but when he opened it that it was missing the instruction manual and the device itself. It had all the other contents he said. He believed that we simply did not include the device on purpose. We emailed him a list of the items that should be in the package and we asked that he call us. We told him that if he did not have a working phone that we could hold a Skype phone call with him. Mr. B[redacted] replied informing us that he would be submitting a complaint to the Revdex.com, completely ignoring our offer to help him out. That was the last email. He then called us and said he was using a neighbor’s phone to make the call. We noticed on the called ID that it was the same phone number associated with his order, and he had used this number to make his first call on back on 4/**/17. We informed Mr. B[redacted] that a device was included in his package and [redacted] even weighs the package prior to accepting it. There is no way the package could have made its weight if the device, which is the heaviest part of the package, was not included. Mr. B[redacted] did not want to participate in a 3-way call with FedEx. We were eventually able to convince him to join. We called [redacted] and got a trace agent on the line. When it was time to connect the calls, Mr. B[redacted] had hung up the phone. We called him back twice and he did not answer.   We believe Mr. B[redacted] is being fraudulent in his claims about receiving everything except the device and instruction manual. Why else would he not want to partake in the [redacted] call? Why else did he say his phone was not working and then said he was using his neighbor’s phone (when called ID said he was using his phone)? Fisher Wallace Laboratories has been in business for 10 years and we have an A+ rating with the Revdex.com. Attached you will see the proof of delivery as well as the email transcript with the customer. We believe this matter is now closed upon the submission of this response. Should you have any questions, please do not hesitate to call us at ###-###-####. Thank you for your time.   Best regards,   Fisher Wallace Laboratories

We began reprocessing [redacted]'s returned unit in the first week of November. We indicate on our website (and in materials we sent with the device) that we have a 4-6 week period before refund checks are issued (returned devices are reprocessed by our manufacturer). Unfortunately, we required the 6...

week period, and recently mailed out [redacted]'s check (prior to Christmas). If it has not already arrived, it probably will by the end of the week. She can voice any concerns to one of our directors, [redacted] by calling ###-###-####.

We have called and left a message today to confirm that [redacted]'s Refund Check had been sent out. Her full refund check has been issued already, and she can expect it to arrive by the weekend or very beginning of next week.

Review: This is typical snake oil. This company (Fisher Wallace Laboratories) sells a device powered by double As claiming it cures real psychological issues such as depression. They had a chatbox which I could use to talk to a representative. I told him this sounded false and asked for proof. He sent me their website link where he had proof that it worked. Not one of the studies were done using the Fisher Wallace device. I brought this up, and he told me he could email me the studies done using the device. I asked why were those studies not on the website, I got no reply. I gave him my email as well. Here is our conversation, which I copied. Questions? Call or chat with a highly-trained customer service agent until midnight (EST) every day of the week.

?Hello

?Is anyone here?

[redacted]: Hello there!

[redacted]: Apologies for our delayed response.

[redacted]: How may we be of help?

?I'm not sure how this works. It seems like it's based on pseudo-science.

?Can a device powered by double As truly cure a mental issue?

[redacted]: The device treats symptoms even in the first 2 weeks of use. It uses a very gentle current to stimulate neurochemical production - the production of serotonin, GABA and endorphins to reduce the symptoms of depression, anxiety, insomnia and pain. You should take a look at the introductory video on our main page, as well as the instructional video bellow it so you have an idea about how the device works >www.fisherwallace.com

?Right, but where is the proof?

[redacted]: There is a significant amount of research available on the published research page > http: You can also view additional research on this type of technology (including all off-label uses) by going on this link: https:

[redacted]: There is a significant amount of research available on the published research page > http: You can also view additional research on this type of technology (including all off-label uses) by going on this link: https:

?Is there any study that actually used the Fisher Wallace device?

?No?

?Is anyone still here? If you seriously haven't tested your own device than isn't that fraudulent?

?If nobody answers me I'm going to report this.

[redacted]: We have many studies that do.

[redacted]: Apologies that I took a while.

[redacted]: I can email you the studies that were done specifically with our device.

[redacted]: May I have an email address for you?

?Why are these studies not on your website?

?That is misleading.

?[redacted]Desired Settlement: I wish for this product be advertised truthfully or barred from sale. It is unjust how they advertise their product as a "magic box" that takes away all your real mental health problems for a low price of $700, and when asked for proof, they present real studies that were not conducted using the Fisher Wallace device and thus irrelevant. And when asked on this, they promise to "email the real studies", and ignore any further questions. This is 100% a scam and should not be allowed.

Business

Response:

Our device is cleared by the [redacted] to treat depression, anxiety, insomnia, and pain. Our device is also approved by [redacted] to treat insomnia and pain. While we respect [redacted]'s rights to have and voice an opinion, we adhere to those respective regulatory bodies. Our research is publicly available (and was emailed to[redacted]), and the promotion of our device is already federally regulated. [redacted]'s word lack merit and are simply libelous.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

Fisher Wallace simply dismissed my claims citing how [redacted] and the [redacted] approved their product. They also cited their "proof" as something that makes my claims invalid. I specifically requested to be sent a study done with the actual Fisher Wallace device, however they sent me a package of studies done by others, some that were done many years ago. None of the studies prove that the Fisher Wallace device is legitimate. The only document with the Fisher Wallace name that was sent to me is a collection of studies they cited, that is included in this message. As for [redacted] and the [redacted], they are incredibly easy to bypass, and this I have proof for. I cite a recent episode of [redacted], a Canadian consumer watchdog show. They successfully had a drug that does nothing (They know because they created it) licensed as "effective for kids fever, pain, and inflammation with no side effects" by [redacted]. All the people had to do to get by [redacted]'s regulations is send some irrelevant studies to the organization. Read more on it here. [redacted]So, with this in mind, and how Fisher Wallace can only come up with irrelevant studies to back their long list of claims, it is easy to figure out that the Fisher Wallace device is no better than [redacted], the drug that does nothing yet got approved by [redacted] for relief of kid's fever, pain and inflammation. The only thing that will resolve my complaint is either concrete proof that the Fisher Wallace device cures serious mental illnesses as they claim, or the cease of this scam. The Fisher Wallace device costs up to 700$ and is marketed to people with mental illness who are desperate. Preying on the weak is disgusting. Thank you for reviewing my complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a Fisher Wallace Stimulator Nov **, 2014 and received it several days later and returned it on Jan *, 2015. Fisher Wallace advertises and states on their return form that "the purchaser may return the device for a full refund within 60 days of receipt." Fisher Wallace also states on the same form (FM-2029 Rev.A) that "your refund will come in the form of a check in 4-6 weeks from the date we receive your return". As of 3/*/2015, I have not received my check. I spoke with someone about this on February ** and was told that my check would be issued early in the week of Feb ** and that I should receive the check by Feb **. When I did not receive the check, I called and spoke with "[redacted]" on March *, 2015. He stated my check was written but would not be mailed for 2-3 days. When questioned about this, he stated he wasn't sure of the cause of the delay and thought perhaps a signature was needed. He told me he would call me when the check was mailed.This company clearly does not follow it's written policies. Please assist is getting this resolved. Thank you for your help.[redacted]Desired Settlement: I request that Fisher Wallace send me my check for the full refund price immediately.

Business

Response:

We have called and left a message today to confirm that [redacted]'s Refund Check had been sent out. Her full refund check has been issued already, and she can expect it to arrive by the weekend or very beginning of next week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I checked the mail today (March *) and still have not received a check from Fisher Wallace. It is now 8 plus weeks since I returned the device. I hope that the check comes early next week to resolve my problem but clearly there is a problem with this company in that they do not follow their stated return policy. thank you for your help.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],We are very surprised that it has not arrived yet, even considering it's coming from [redacted] to [redacted]. If you do not receive it by tomorrow, we will be happy to coordinate a bank wire or chargeback. We have no intentions of withholding your refund. We'll take whatever action is necessary to remedy the situation.

Fisher Wallace Labs. promises almost all cures, when reviewing detailed scientific
studies with enough #of people in samples: double-blind placebo studies over time...
"sustained results" IT JUST DOES NOT EXIST! Still I ordered a "unit" because of
full refund guarantee. I received cheap plastic, very high priced pad replacements,
and a concoction which did nothing for the symptoms it claims to treat.
I sent unit back,CALLED & E-MAILED for my refund. FWL refused my calls and never
returned a call or e-mail. Only when the [redacted] Attorney Generals office "CALLED
ME" with an offer to HELP ME fill out complaint forms I had requested did FWL start to move. I kept calling and 1 nice guy in [redacted] from FWL broke all protocol to get $ re-
fund check signed that day. He said they have never cut a check and mailed it the same WEEK. Took six months and threat from [redacted] Attorney General threat to get $
refund. ATT Gen # is in 1800 directory. just call ###-###-#### or look in front cover of phone book. Be careful, do everything well within guideline date, document activity, simply date time called, message left or date,time, who spoke with, what was said,and be nice, the receptionist can help you speak with someone, and good luck too!

Review: On their customer service page ([redacted]), Fisher Wallace Laboratories states:

"Your refund will come in form of a check in 4-6 weeks from the date we received your return."

I followed their return procedures; they received my return (verified by Federal Express) on August **, 2014.

On October ** (at least 8 weeks after they received my return) I began calling Fisher Wallace's customer service. I have been told that a refund check has been mailed to me on 3 separate dates, most recently that it was mailed on October **.

I have received nothing from Fisher Wallace, despite at least 6 phone calls.Desired Settlement: To actually receive the promised refund.

Business

Response:

Customer has been sent refund on 11/*/14. The error occurred because of a change in our accounting system and we have apologized to the customer for the delay.

Review: I ordered The Fisher Wallace device on May * and returned it via Canada Post mid June. I was supposed to receive my refund and still haven't gotten it. I contacted their customer service reps and they let me assured me that the check was on it's way and it's been over a week. I left another message with the company and still haven't heard back.

I'd appreciate it if the Revdex.com could help me.Desired Settlement: I spent over $699 of my own money on this device for a medical condition and just want my money back so I can pursue other courses of treatment.

Business

Response:

Hi [redacted],We originally mailed out a refund check for you three weeks ago. Having this brought to my attention now, I have had a stop check put on your original check, and have reissued a second one. I have sent it to you via [redacted], and here is your tracking information. By tonight, it will give you an estimated time and date of delivery. We're sorry it was not well received the first time around. In the future, if you ever need anything, we have customer support 7 days of the week until midnight that could have resolved this for you in just an expeditious a manner. [redacted]: [redacted]

Review: I lease a Medical Deviced from this company I was advised that Medicare patients have a Special Price of $599.00. The company withdraw from my Vystar account $199.00 on the following dates June *,July **,Aug **,Sep ** . This is $300.00 in excess . I have contacted the Company at least in three different occasions without any success.Desired Settlement: I want the reimbursement of the $300.00 that were done in excess of what we agree .

Business

Response:

We sell our medical device at a full retail for $699. We also offer our device for $599 for Medicare/Medicaid/Military Veteran/First Responder patients who choose to buy our device outright. Brenda chose to finance her acquisition of our device by renting-to-own, paying $199/month for 4 months, as we indicate on our website in multiple places, both here: [redacted]And here: [redacted]Therefore, she was responsible for $796 in payments before ownership, which she completed as she indicated.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a device from fisher wallace with a guarantee 60 day money back ...Fisher Wallace Stimulator® Kit Includes Everything You Need to Relieve Symptoms 100% Money Back Guarantee Discounted for Medicaid, Medicare, Veterans and First Responders 1 $599





Order Number: [redacted]

Subtotal: $599 USD

Shipping: $0 USD

Total: $599 USD

this is what they state when I returned it I waited for a confirmation when I Didn't get one I Emailed them and asked if they received it back they replied with this..Dear [redacted]

We received your device on 05/**/2015. The refund comes in form of a check in 4-6 weeks from the day we receive your unit back (it is not returned to your credit card). now according to my calculations the 6 weeks are up and I have still not received my refund, I have emailed them on 4 different times asking if they could tell me if they have sent out my refund to my disappointment they have failed to even make an attempt to get back with me,I even commented on their facebook page and they deleted my comment and blocked me,This is no way to run a business as they sure had the time to get in touch with me when I was putting in my order. I end this with the fact I feel that they should have a faster return policy as it only took 2 days for me to receive the device so why would it take 4 to 6 weeks for a return? I have been patient considering I get no response back from them so now I have to take this action. Thank YouDesired Settlement: Get my refund asap and have them get better communications with clients with everything not just when they are taking money.

Business

Response:

Dear [redacted], Our last communication with you via email was on June [redacted] where we confirmed that we received your device back and would be issuing a refund within the next five weeks. You replied with a smiley face saying "thank you for letting me know."Having received a device on 5/**/2015, and adding 4-6 weeks to that date, we're confirming that a refund check is being mailed out before July [redacted]. It would have likely been last week, had there not been delays in reprocessing due to the [redacted] of July observance. Let us know if we can be of further assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They are being misleading yes I replied back 0n june [redacted] with a smiley face saying thank you but then emailed on june [redacted] june [redacted] and june [redacted] asking if they have done anything to get my refund out to me and they would not reply at all and also as stated when trying to leave a comment on face book they blocked me,so this leads me to believe they are very deceptive and I can not TRUST them until I see the refund in hand therefore I can not state that my issue has been resolved until I get the check in the mail. Thank You

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted]We just called you to straighten things out. Confirming that we'll be issuing a full refund check instead of issuing a refund via [redacted], which was how the device was originally purchased. We'll be giving you a phone call upon issuance of your check, which will be this week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Under their webpage [redacted], they have "Yes, you may return the device for a refund within 60 days after you receive it. We charge a $69.95 restocking fee to cover the costs of used disposables (sponges, headband, carry case) and device testing and processing."

I purchased Fisher Wallace's brain stimulator on June *, 2014 for a total of $715.00, received it on June [redacted], and used it as instructed every day. It worsened my depression and insomnia. I contacted Fisher Wallace by phone and by chat on their website to learn how else can I use the device before returning it.

Before the 60 days were over, I returned the device to Fisher Wallace on July **, 2014. Fisher Wallace has admitted to receiving it on August *, 2014. My first phone call was the week of August [redacted] to make sure they received the device and I was told yes and that they would refund me sooner than the 4-6 weeks as promised in their warranty. I waited until September [redacted] to find out if the check is on it's way and was told yes. I waited until September [redacted] and was told again that the check would be cut the following Monday. I called the following Monday, September [redacted] and spoke to President [redacted] who said I would have the check by Friday, the [redacted]. I asked if I will really receive it this time, and [redacted] was adamant that I would. As of September **, 2014, I have not received the check for $715.00 - $69.95 restocking fee, for a total of $645.05. Please help in getting my money refunded as promised on their website and the phone call I made before purchasing the device.Desired Settlement: The business has a responsibility to abide by their written warranty on their website as well as their verbal promises. I used the device according to their instructions and it worsened my symptoms. I returned the device within the 60 days. I expect to receive a check as promised for the amount of $645.05.

Consumer

Response:

The company has sent me the refund in the meantime. complaint ID [redacted]. The matter has been resolved.

Sincerely,

Review: I returned the device for refund within the stated return period of 60 days and have proof of delivery. Fisher Wallace sent me an email confirming they received the device and that the refund check would be processed within 4 to 6 weeks.. I have sent numerous emails and called their office several times during the last six weeks starting 8 weeks after the device was returned. FW told me the check had been mailed to me and I got 2 different mailing dates from 2 different people. They could not supply a tracking number for the check they said was mailed. They said that the accountant had to make sure the check was not cashed before it could be re-issued and then the [redacted] had to sign the new check. I was told a few different times that the accountant and [redacted] were out of the country. I came to the conclusion that I was getting the run around and I was not going to get my refund. I gave them a deadline to respond by or I would file a complaint with the Revdex.com. I received no response. In looking at the Revdex.com website I can see at least 2 other complaints that are the same as mine. Why does Fisher Wallace have an A+ rating with Revdex.com?Desired Settlement: I would like a prompt refund on the Credit Card this was charged to. I would like Fisher Wallace to honor the terms and conditions that they state on their website and invoice so that other consumers don't have this problem in the future.

Contact me for my complete postal code as your website limits the number of characters that can be entered

Business

Response:

We had originally issued a refund check to [redacted], which was returned to sender. When it was returned, one of our directors personally spoke with her and walked it to the post office to ensure there would be no issues in a timely delivery. We can not provide tracking because we delivered it via [redacted], but, as of last week already re-issued a refund check. It is no longer in our possession, and could very well be in her possession, if not arriving within the next day.