Heritage Medical Equipment

A return authorization number was provided to the customer via email on June *, 2014.  Once we receive the product back, and if it's in good condition, with all the required packaging and instructions, we will issue a refund minus a 20% restocking fee as indicated by our return policy....

 The delay in getting the customer the return authorization number was on our end.  The manufacturer of the product moved its entire facility over the Memorial Day weekend and was behind with a lot of administrative details.  We will extend the amount of time the customer has to return the product, so they can return it and not be penalized for returning the product beyond our 14 business day policy.   It should be noted the customer communicated their initial desire for a return from a name and email address different from the one used to place the order.  Also the initial communication for a return did not include an order number.  We didn't know who sent it.

Review: I bought this knee brace online for my daughter but it wasn't what I really was looking for and I decided to return next day after receiving my item. I call the number and this lady told me that someone will call me shortly to take care of it and to send an email also which I did. This guy name [redacted] return my call and said that he will get back to me with the RA number which he never did and never call me back with the RA number or respond to the email. He also said that they was waiting for the company to give them the RA number which never happened. The return policy said we have 14 days to return with the RA number to get the refund but, how can you return when nobody give the RA number to do so? This company do not follow they return policy and their customer service is HORRIBLE ! I never got my money back!Desired Settlement: I would like to them give me complete refund .

Business

Response:

A return authorization number was provided to the customer via email on June *, 2014. Once we receive the product back, and if it's in good condition, with all the required packaging and instructions, we will issue a refund minus a 20% restocking fee as indicated by our return policy. The delay in getting the customer the return authorization number was on our end. The manufacturer of the product moved its entire facility over the Memorial Day weekend and was behind with a lot of administrative details. We will extend the amount of time the customer has to return the product, so they can return it and not be penalized for returning the product beyond our 14 business day policy. It should be noted the customer communicated their initial desire for a return from a name and email address different from the one used to place the order. Also the initial communication for a return did not include an order number. We didn't know who sent it.