Independent Living Aids

Review: Order number [redacted]. I placed an order for a talking microwave on 9/**/13. I have not received it. I've called every Monday since Oct. to check on it; the customer service dept always says the will call me back, but no one has. The confirmation email I received said that my credit card will not be charged until the order is shipped- my card was charged immediately. The email also says that there is free shipping on orders over $75, they charged me $35.Desired Settlement: Ideally, I would receive the microwave. I want the charge removed from my credit card until the item is shipped( if the business can fill the order). If they are able to ship the microwave, I want the free shipping they advertised. If they can't ship the microwave, I want the charge removed from my credit card.

Business

Response:

#[redacted]

I spoke to [redacted] today and explained that the microwave has been on a manufacturer's delay and will be shipped within two weeks. The shipping charge was due to excessive weight which is explained in the catalog and online. The charge was put on her credit card since the microwave was being shipped from the manufacturer. [redacted] was agreeable to all of the above

thank you

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-if I receive the microwave within 2 weeks, or an explanation why it will be further delayed..

Sincerely,

Review: I ordered several items on 11/**/13 to assist me with vision and hearing problems. Issue # 1: They sent me Item Number [redacted], 3X Held Magnifier twice on 2 different shipments, When I called them and informed them they told me to keep the 2nd shipment, which I didn't need, and they would issue a credit to me for $7.95. Issue # 2: One of the items I ordered on the 11/**/13 was Item Number [redacted], Eyejusters Adjustable Reading Glasses. which I returned to them on 12/*/13 after receiving Return Authorization # [redacted] for a credit of $49.95. I have called them 5-6 times and have told them I haven't received either credit. They always say they are behind on processing returns and issuing credits. This is UNACCEPTABLE.[redacted]3/**/14Desired Settlement: Issue # 1: $7.95Issue # 2: $49.95Note My VISA credit card # has changed since I ordered the items in dispute.

Review: An unauthorized charge was put on my credit card. Instead of crediting me for the charge, I was given a Merchandise Credit to be used on my next purchase. NOT HAPPENING!!

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.

Your survey did not allow me to give the proper response regarding my complaint. I felt like I was on the Obamacare Website!!

Although the company did not contact me directly, I had also contacted the ** AG's office. Through them, the company DID credit my account for the $12.95.

Now I feel that the case can be closed.

Sincerely,

Review: I work for a not- for -profit agency that helps individuals with low vision issues. Our services are all free and we order low vision aids to help keep these individual live as independently as possible. I place a large order back in January and it took over a month to get the order. The issue is that it was only part of the order and items were listed on the invoice that were not sent in that order. Now here we are 2 more months, almost 3 from the time I originally place this order and haven't gotten any where. I have called several times and have got the run around. I have even left messages for a [redacted] with no response.Desired Settlement: I would like the the rest of my items to be delivered promptly or cancel the rest of my order and refund me for the missing items.

Review: Catalog ordered for blind widowed grandmother, received catalog after 2nd request month later. 3 products were ordered in April 2013, but nothing received. Phoned in May and I'm told order is put in as a quote and they are unsure where check is located. Call again after the weekend and I'm told the blood pressure monitor will be sent, other 2 products available in June. Received the blood pressure monitor by June. I have continued to follow up on a few times monthly. I'm told they do not know when the product is available, will not estimate or provide time frame. When I leave messages my calls are not returned, I have not received one apology or sympathy of any kind, have never received any sort of notification from company on order status. In August I'm told over phone I can get a similar item of lesser value for one of the products (color reader) and last item still unavailable. Color reader is supposedly sent out and I am to receive in a week. Mid September I call and color reader has not been sent, no reason provided and non-apologetic as usual. Say they are sending out today...Desired Settlement: I am concerned with the lack of response and empathy from a company that deals primarily with the handicap and most vulnerable. My grandmothers doctor requested we find her blood pressure monitor she can use, but as someone who suffers from heart conditions, added stress can worsen symptoms. I would appreciate it if the company could keep their customers informed, return phone calls, maybe apologize for mistakes, follow standard business and customer service conduct, and have a little courtesy and better phone etiquette.

Business

Response:

Dear [redacted]

RE ID [redacted]

On 5/**/13 [redacted] placed an order for three items. On 5/**/13 the talking blood pressure monitor was shipped to her and she received it on 5/**/13. The remaining two items were on a manufacturer's delay back order. Within a month of the order we were able to substitute another color identifier instead of the original one ordered at a less expensive price. We tried calling and mailing [redacted] to inform her of this, but did not receive a response until 9/** when we spoke to a family member and the new Rainbow color identifier was shipped to her. The third item, which is the ibill reader, is still on a manufacturer's delay and we were not able to locate a substitute. According to the manufacturer we are hoping to receive the ibill readers by the end of October and will ship it to [redacted] the day that we receive it in our warehouse. Since the color identifier is less expensive than the original one ordered we owe [redacted] $40.00 which will be mailed to her

Review: I ordered a product in July 2013 and was told it was on backorder. After several call backs to Independent Living, they finally told me in November that the product was no longer available. They suggested another product, the Califone Voice Saver. I ordered it and it was delivered, but did not work properly. I returned it and it was received by the company on December **, 2013. I have the UPS tracking to prove this ([redacted]). The company says they have received it, but the product hasn't been checked in yet. Since last July, I have placed numerous calls to this company and have been disconnected and/ or given the run-around. They have taken my money and have not given me a product. They cannot tell me when they will "check-in" my return, even though I have given them the tracking info. I do not believe they have any desire to service my account or order. I have spoken to the following people since July: [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted]. No one seems interested in helping me. They contend they cannot give me a refund because their returns department is so far behind. RMA # [redacted]. They have no interest in making the refund.Desired Settlement: I want a refund immediately. I also want to warn other consumers that this company is a sham and are only interested in taking your money.

Review: In December, 2013 I ordered a magnified eyewear because I have [redacted] in my right eye. By mistake I ordered two eyeglasses & was charged for two. When I realized my mistake I returned one pair & ordered a stroner magnified eyewear as a return & exchange for new purchase with a net credit to my account. I was assigned a [redacted] by the company. In late January. 2014 I called about my order & was told the company moved to Buffalo, NY. Everytime I call the Buffalo office I'm told everything is on back order & it will take 30 days to fill my order and ship. It is now three full months & nothing is getting resolved. I am losing my patience with this company. I want them to honor my order and not some superfluous excuses they give me everytime. Thank YouDesired Settlement: Give me credit for eyeglasses returned & exchange for new purchase to be charged to my credit card number.

Business

Response:

Customer's desired settlement has been met

12/**/13 - customer placed order with ILA ordering 2 pairs of eyeglasses

12/**/13 - customer realized she ordered 1 pair too many and requested a RMA (return merchandise authorization) number and was given RMA# [redacted]

ILA moved to Buffalo, NY and business resumed on 1/**/14

Customer called on status of return on 1/**/14, 2/**/14 and 3/**/14 (the move from Jericho, NY to Buffalo, NY put our returns department behind about 6-8 weeks)

3/**/14 - Customer was placed in [redacted]'s voice mail ([redacted])

3/**/14 - [redacted] called customer back and left number and documented waiting for call back

3/[redacted]/14 - Processed customer's return and entered customer's requested exchange (stronger) which was on back order at that time

4/**/14 - customer called checking on status

4/**/14 - Exchanged magnifier was received and shipped and because of the difference in price, a refund of $3.27 was due

4/14 - usps.com shows delivery was made

4/23 - a credit of $3.27 was generated ($3.00 price difference plus tax) and a copy of the final invoice was mailed

Summary:

Total charges - $19.90 in merchandise, $5.95 shipping and $2.29 tax = $28.14

Credit of $9.95 was given

Charge for exchange of $6.95

Difference of $3.00 + $0.27 sales tax = credit $3.27

Review: I bought a phone from this company in March 2013. It was out of stock. The charged me for this phone on Oct *, 2013 more than 6 months after purchase. Because so much time had passed I thought this order expired. They agreeded to let us return the phone but we had to pay $7.60 in postage to return this phone. I don't belive that this is fair practice. I also do not believe that I am liable to pay for postage to return their product to them. I believed that there should be a reasonable period of time for this order to expire. They do not agree and refuse to pay postage to return item to them.

I never received no communication regarding my order at all!! No emails, nothing. I only saw that item was out stock at time of order. ThanksDesired Settlement: I believe that this company should refund the $7.60 that I paid for postage.

Business

Response:

RE ID# [redacted]

On March **,2013 [redacted] placed an order for a telephone costing $19.95 plus shipping. At that time he was told that the phone was on back order and as soon as we receive it we will ship it to him. Unfortunately the telephone was on a manufacturer's delay and we did not receive it until 10/*/13. The day it arrived here is the day that we charged [redacted] card and shipped it to him as promised. Had he cancelled the order we would not have shipped it to him. He has since returned the phone and his refund for the phone was placed back on his credit card

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:

I was never notified concerning the manufacturing delay. I expected maybe a 30 day delay. Instead this order was delayed 7 months!!

I paid $7.60 in postage to return this item. I should not be responsible to pay antything for this item.

Sincerely,

Business

Response:

it is the policy of Ila that all shipping costs will be refunded for damaged or defective products only. If [redacted] had cancelled his order it never would have been shipped and there would not have been any costs incurred

Review: I authorized a Charge of $79.90 This was for 2 items @ $39.95 each with FREE SHIPPING on orders over $75.00 !!! My Credit card was charged $92.85--- $12.95 for shipping which was supposed to be FREE!!!Desired Settlement: $12.95 credited back to my credit card!

Consumer

Response:

At this time, I have not been contacted by Independent Living Aids LLC regarding complaint ID [redacted].

Sincerely,