MDW Innovations

Hello, Thank you for following up & appreciate the opportunity to provide further clarification regarding your order. All products are custom made using the information noted on the invoice when the item(s) are purchased and require a tailoring timeframe that is noted as average as it may vary...

depending on the demand at the time. Your order was completed, and picked up for shipment, on 7/26/16. You contacted us on 8/11/16 via a live chat message requesting information about your order. Review identified that there was no tracking follow up information regarding the package and an email response was sent informing that a support ticket was opened, with the shipping carrier, in response to your inquiry about your order. We were able to follow up with you on 8/15/16 notifying that your package was located, per the shipping carrier, was now in route to you, and that the original tracking information could still be utilized. This package is noted to have been delivered, to the requested shipping destination, on 8/18/16 at 9:06AM. Your in-store account can still be reviewed for the updates, as noted in your email communications. Thank you,PouchWear Support

We recognize the frustration in regards to having experienced delays & feeling as though you did not receive the communications. Products were developed to help manage life changes associated with becoming an ostomate. We were founded by an ostomate who also experienced these challenges & wanted to share his improved lifestyle with others. In no way do we ‘take advantage’ of anyone. The Revdex.com allows for all information to be provided, from all parties, & for attachments to be provided that reflect said information.
We do apologize that our responses regarding your package were not received, as provided in the attachments to the Revdex.com, however, we were able to respond to your live chat message as this was the only communication we received.
Unfortunately, we were not made aware of the delay in your package delivery until you informed via your live chat message & we were then able to place an inquiry to locate your package.
A Revdex.com complaint was not placed until the day that the package was delivered, & did not play any role in the receipt of your product. This information can also be reviewed via the attachments. Any communications after your Revdex.com contact have been via the Revdex.com site in response to your request for information.
We have continued to make changes to include updating our phone systems, forwarding messages via in-store accounts, increasing information throughout the site, & implementing more automated updates. We do also encourage we be added to the safe senders’ list to ensure that emails are not sent to the spam folder.
We again do apologize that you experienced delays and continue to work on providing more communication avenues. We are glad your husband received his supports and wish him ever improving health.

Hello [redacted]We appreciate your comments about your experience with us despite you feeling it was a negative one.Communications, via phone and email, were able to provide you information regarding your order, prior to initiating any third party communications. Unfortunately, response to the number, and...

nature, of the communications that you sent lead to additional reports having to be made.Shipping information provided, in addition to the estimated delivery date, is per USPS information, and is an estimate of the shipping information. We are unable to influence the delivery of your package once shipped.No communications from [redacted]ave ever, or will ever, state that a customer, or their order, is un-important. All items are custom made and, while the pillow ordered may not require specific measurements, are tailored in the order received with the materials requested. We take pride in assuring that items are tailored with quality and to function as intended before being made available to ostomates worldwide.As you were unhappy with your product, we were able to offer a full refund of the invoice upon receipt of the item back to our facility and provided a return shipping label to assure no additional costs to you. Per your reports, refusal to return the product has, unfortunately, not allowed a refund of your funds, which is being managed through a third party.Again, we are sorry to hear that your P[redacted] experience was a negative one and hope you are able to find a support product that meets your needs.Attachments with some, as the number of attachments available is limited, of the communications made have been attached for review by the Revdex.com as to the nature of the comments therein. We request that they remain observable to only the Revdex.com, and not to the public, to ensure the customer’s privacy.

Actually this is where you are wrong.I have emails (even more than what is attached) where you stated you will not respond or answer my calls due to my item is not a custom made item.What kind of customer support says that to a PAYING CUSTOMER!!!!! This was not cheap! (especially for what we received)I also have an email where it states you will not be responding to my emails anymore as you'll "file it as harassment" good luck with that one.Your in the wrong 100% you DID NOT contact me to tell me my item was damaged and being delayed, you DID NOT give me a tracking# until I asked for it 10000times.I also posted pictures FROM YOUR YOUTUBE DIRECTLY of the body pillow I ordered, in which a grown adult male can be seen laying next to it which is a full body pillow. The top is at his head and the cutout for the stoma is in place. You look at the picture of me and my pillow with it up top the stoma cutout is at my shoulder?!?!?HOW IS THIS NOT FALSE ADVERTISING.On top of this I have pictures of your website that states the length of this pillow. And I have a picture of the length of mine which is under 30"...FALSE ADVERTISING AGAIN!I refuse to purchase a box to send this back, I refuse to waste MY TIME to drive somewhere to send this back. I would 1) like an apology that you NEVER GAVE TO ME, you just give excuses of your terrible service. As a paying customer I believe you should fix the problem and not argue it. No customer is not an important one, no matter what dollar value it is.AGAIN I WANT SOME SORT OF REIMBURSMENT FOR THIS FAKE SMALL FALSE PRODUCT I PAID FOR!!!!!!!!!!!!!!!![redacted]in which you have YET to call me in person to explain this matter)

Hello and thank you for reaching out for, and with, additional information.Your order notes indicate that 2 different email communications regarding your order status were sent prior to the 3 automated communications with updated tracking information as your package arrived to you. Your package was...

also shipped prior to your Revdex.com report. This information is also available for review on the main site via your account order information once logged in. All communications were sent to the email address provided to us on your original order invoice. Your order is currently noted as having been delivered to your requested shipping location, as reported by USPS, the third-party shipping agency.Please let us know if your package was not delivered as reported to us so that we can place additional inquiries into your package location. We can be reached by phone: ###-###-####, by email: [email protected], via your in-store as an account message, via our site contact form, or via live chat, Monday through Friday 9:00AM to 5:00PM AZ Time. If at any time during business hours we are unavailable, please leave a message so that we can contact you back with your requested information. Thank you very much for allowing us the opportunity to serve you and are available if needed.

Good afternoon,
I already responded to this so not sure why I am getting another one. Im extremely fed up with this situation and its funny that the business thinks its okay to do what they do to paying customer, and 1) not even apologize.
Attached you can CLEARLY see your videos from your company of a screen shot of the body pillow you are showing to order. Which also states on your website as 40"I would also be glad to put the picture up of a measuring tape that shows my pillow is 29" (Revdex.com wont let me add more pictures, trust me I have 10+ more Id like to show)
My biggest worry is how do you claim a 40" pillow have videos of this full body pillow, and I receive this tiny little pillow.
Reason why I wont send it back: simple, your customer service is terrible, you have yet to apologize to me for the situation, you never contacted us that our shipment was delayed, we had to email you 10000 times to get a tracking# (which was late) we got the wrong item compared to what you show/describe, and you refuse to call me. So why would I trust that 1) I have to buy a box to send it back in 2) I have to drive to drop it off...then 3) what's to say you tell me "we never got the item back" we cant credit you your money. THATS EXACTLY WHY I REFUSE TO SEND IT BACK. Your so impeccable I have the best feeling that I'd send it back, and you'd "loose" it and I wont get a credit.

[redacted]Hello [redacted]
We appreciate your comments about your experience with us despite you feeling it was a negative one.
background-color: rgb(255, 255, 255);">Communications, via phone and email, were able to provide you information regarding your order, prior to initiating any third party communications. Unfortunately, response to the number, and nature, of the communications that you sent lead to additional reports having to be made.
Shipping information provided, in addition to the estimated delivery date, is per USPS information, and is an estimate of the shipping information. We are unable to influence the delivery of your package once shipped.
No communications from PouchWear have ever, or will ever, state that a customer, or their order, is un-important. All items are custom made and, while the pillow ordered may not require specific measurements, are tailored in the order received with the materials requested. We take pride in assuring that items are tailored with quality and to function as intended before being made available to ostomates worldwide.
As you were unhappy with your product, we were able to offer a full refund of the invoice upon receipt of the item back to our facility and provided a return shipping label to assure no additional costs to you. Per your reports, refusal to return the product has, unfortunately, not allowed a refund of your funds, which is being managed through a third party.
Again, we are sorry to hear that your PouchWear experience was a negative one and hope you are able to find a support product that meets your needs.
Attachments with some, as the number of attachments available is limited, of the communications made have been attached for review by the Revdex.com as to the nature of the comments therein. We request that they remain observable to only the Revdex.com, and not to the public, to ensure the customer’s privacy.

Actually this is where you are wrong.
I have emails (even more than what is attached) where you stated you will not respond or answer my calls due to my item is not a custom made item.
What kind of customer support says that to a PAYING CUSTOMER!!!!! This was not cheap! (especially for what we received)
I also have an email where it states you will not be responding to my emails anymore as you'll "file it as harassment" good luck with that one.
Your in the wrong 100% you DID NOT contact me to tell me my item was damaged and being delayed, you DID NOT give me a tracking# until I asked for it 10000times.
I also posted pictures FROM YOUR YOUTUBE DIRECTLY of the body pillow I ordered, in which a grown adult male can be seen laying next to it which is a full body pillow. The top is at his head and the cutout for the stoma is in place. You look at the picture of me and my pillow with it up top the stoma cutout is at my shoulder?!?!?HOW IS THIS NOT FALSE ADVERTISING.
On top of this I have pictures of your website that states the length of this pillow. And I have a picture of the length of mine which is under 30"...FALSE ADVERTISING AGAIN!
I refuse to purchase a box to send this back, I refuse to waste MY TIME to drive somewhere to send this back. I would 1) like an apology that you NEVER GAVE TO ME, you just give excuses of your terrible service. As a paying customer I believe you should fix the problem and not argue it. No customer is not an important one, no matter what dollar value it is.
AGAIN I WANT SOME SORT OF REIMBURSMENT FOR THIS FAKE SMALL FALSE PRODUCT I PAID FOR!!!!!!!!!!!!!!!![redacted]
[redacted]in which you have YET to call me in person to explain this matter)

A response was NOT submitted to me after my last contact with the company. I specifically said in my last email sent to the company that they took so long to send me the item as well as to respond to my emails every single time that I no longer needed the product. I had also mentioned in previous emails that due to the lack of speed in answering and also due to the poorly made product I had to buy a different product from a different company. Their product was not delivered as promised and I demand a full refund.

Thank you for your additional follow up.As outlined in our previous communication, emails in regards to concerns about fit preferences, was made with an offer to waive the return shipping fees for the free modification. As all items are custom tailored with strategic reductions to account for material stretch, any difference in fit preference is solely buyer preference and not a manufacturing error. The 30-Day Fit Guarantee, with the time frame that was extended due to the length of time since the offer was provided, is offered to allow for any fit preferences to be corrected without incurring tailoring fees. With management waiving the shipping fees as well, this modification, to fix any fit preferences, would be free of charge.As per policy, and with the complimentary extended time frame, please send your product in, with your preferred reduction amounts, and we will modify & reship your item to you within the following business day. We can continue to extend this offer to you until 7/31/17. Quality & functionality are our main priorities and can ensure that the products will function as intended when, both, ordered & worn correctly, with offers to modify, if fit preferences arise. We hope that this offer is utilized to allow you to wear your support as you prefer. We hope this communication finds you well.

[redacted]Hello [redacted]We appreciate your comments about your experience with us despite you feeling it was a negative one.Communications, via phone and email, were able to provide you information regarding your order, prior to initiating any third party communications. Unfortunately, response to...

the number, and nature, of the communications that you sent lead to additional reports having to be made.Shipping information provided, in addition to the estimated delivery date, is per USPS information, and is an estimate of the shipping information. We are unable to influence the delivery of your package once shipped.No communications from PouchWear have ever, or will ever, state that a customer, or their order, is un-important. All items are custom made and, while the pillow ordered may not require specific measurements, are tailored in the order received with the materials requested. We take pride in assuring that items are tailored with quality and to function as intended before being made available to ostomates worldwide.As you were unhappy with your product, we were able to offer a full refund of the invoice upon receipt of the item back to our facility and provided a return shipping label to assure no additional costs to you. Per your reports, refusal to return the product has, unfortunately, not allowed a refund of your funds, which is being managed through a third party.Again, we are sorry to hear that your PouchWear experience was a negative one and hope you are able to find a support product that meets your needs.Attachments with some, as the number of attachments available is limited, of the communications made have been attached for review by the Revdex.com as to the nature of the comments therein. We request that they remain observable to only the Revdex.com, and not to the public, to ensure the customer’s privacy.

Hello [redacted],
Thank you for your communication. We would like to assure you that our business, our products, & our story are in no...

way fictional or fraudulent. Information throughout the site, from the owner experiences to verified customer reviews by a third-party system, are accounts from real people who are sharing their personal ostomy experience for others to review, with no obligation of purchase.
Products are custom tailored using the measurements & information provided during the checkout process to ensure the best fit and function of the support. We are the only businesses who offers fully custom tailored supports with the amount of customized options available. Customizing orders requires templates & materials to be cut, items to be tailored from scratch, & quality control review to ensure the best quality & functionality. This process too is why payments are processed within 1-3 days of purchase, accounting for materials & labor required to tailor the items from scratch. We note required manufacturing timeframes as business days with the timeframes noted as an average. Because all items are custom with no pre-made or one-size fits all products available, the tailoring can sometimes precede, meet, or exceed the average timeframes. Status updates are provided for customer review & convenience, not to mislead.
Review of your account has been initiated for further information about your package. As you have not received your package, & to avoid further inconvenience for you, a full refund of your order has been processed.
We do invite you to communicate with us regarding any concerns as we are only able to assist when we are made aware that there is an issue. We strive to provide any information & supports that we need & use, & work to share it with others who may be seeking the same. We apologize that you were unable to experience the supports for yourself & hope you are able to find a support provider that meets your needs.

Hello [redacted]
We appreciate your comments about your experience with us despite you feeling it was a negative one.
Communications, via phone and email, were able to provide you information regarding your order, prior to initiating any third party...

communications. Unfortunately, response to the number, and nature, of the communications that you sent lead to additional reports having to be made.
Shipping information provided, in addition to the estimated delivery date, is per USPS information, and is an estimate of the shipping information. We are unable to influence the delivery of your package once shipped.
No communications from [redacted]ave ever, or will ever, state that a customer, or their order, is un-important. All items are custom made and, while the pillow ordered may not require specific measurements, are tailored in the order received with the materials requested. We take pride in assuring that items are tailored with quality and to function as intended before being made available to ostomates worldwide.
As you were unhappy with your product, we were able to offer a full refund of the invoice upon receipt of the item back to our facility and provided a return shipping label to assure no additional costs to you. Per your reports, refusal to return the product has, unfortunately, not allowed a refund of your funds, which is being managed through a third party.
Again, we are sorry to hear that your P[redacted] experience was a negative one and hope you are able to find a support product that meets your needs.
Attachments with some, as the number of attachments available is limited, of the communications made have been attached for review by the Revdex.com as to the nature of the comments therein. We request that they remain observable to only the Revdex.com, and not to the public, to ensure the customer’s privacy.

June 20, 2014 [redacted]Revdex.com[redacted]Dear [redacted],Thank you for the follow up in regards  to complaint ID [redacted] & [redacted] as well as for having given us the opportunity to...

respond to this matter. Prior to contacting the Revdex.com (Revdex.com), Customer had  contacted us requesting a refund noting that he felt that the items purchased were of poor quality and that he had intended to order one of the item and not two as he had done. As per our return policy, we informed that we were unable to take returns due to the nature  of the products and their intended use.The customer states that the mention of our return policy is buried. Our return policy can be located in our frequently asked questions and our terms and conditions which is readily available on both our website and our on-line store.We provide contact information throughout the store and on invoices so that customers are able to contact should they have questions or concerns about their orders. Upon initially contacting our associates, one the first of two communications, the customer informed that he had received two shipping notices  and recalled having ordered only once. During the second communication, the customer  was informed of the notices  being on two separate orders that were placed by the customer  for the same item using a different spelling of the purchaser name. At this time, the customer  was informed that, due to the items already having shipped from our facility, that  the cancellation of one of the orders was not possible. The order could have been modified should communication have been made prior to shipping the items. Our company does not store, or use, customer  payment information and would have been unable to make a duplicate order without the information being provided by the consumer.Despite  the customer's comments about the pillow products looking like it is of "Jr High School" quality, we stand behind our products as they are manufactured to function without the focus on their appearance. As also mentioned by the customer in his dispute, "The product was not defective." The fabric used is a soft fabric for comfort, is durable, and can be easily washed in the washing machine because of its design. Because we specialize in providing customized supports for all ostomates, the materials used in manufacturing all of our products is carefully thought out and tested. Should the customer have chosen to utilize the supports he purchased, he would have found that the information provided to him about the functionality of the products is accurate and as intended. We continue to strive to improve the appearance of the pillow while maintaining its ability to function, over its appearance, and appreciate any feedback provided. After conferring, MDW Innovations LLC owners have agreed that a policy change in regards to our pillow product will be made. We will now be accepting returns on pillow products only, with a percentage of the purchase price withheld for cleaning and restocking, when unused, and after inspection & approval.We will be waiving these cleaning and restocking fees for this customer and providing this customer with a refund on the pillow price, for both of his items, upon the product's return to our facility. The customer's first purchase was $50 and second purchase at $45, after having utilized a coupon, for a total return price of $95. This refund and return is conditional upon a successful inspection to assure that the items have not been used, or damaged, and can be restocked. We are requesting shipping and tracking information be provided by the customer upon shipping the items for return.Respectfully,[redacted]Co-Owner, MDW Innovations LLC

Good afternoon,
I already responded to this so not sure why I am getting another one. Im extremely fed up with this situation and its funny that the business thinks its okay to do what they do to paying customer, and 1) not even apologize.
Attached you can CLEARLY see your videos from your company of a screen shot of the body pillow you are showing to order. Which also states on your website as 40"I would also be glad to put the picture up of a measuring tape that shows my pillow is 29" (Revdex.com wont let me add more pictures, trust me I have 10+ more Id like to show)
My biggest worry is how do you claim a 40" pillow have videos of this full body pillow, and I receive this tiny little pillow.
Reason why I wont send it back: simple, your customer service is terrible, you have yet to apologize to me for the situation, you never contacted us that our shipment was delayed, we had to email you 10000 times to get a tracking# (which was late) we got the wrong item compared to what you show/describe, and you refuse to call me. So why would I trust that 1) I have to buy a box to send it back in 2) I have to drive to drop it off...then 3) what's to say you tell me "we never got the item back" we cant credit you your money. THATS EXACTLY WHY I REFUSE TO SEND IT BACK. Your so impeccable I have the best feeling that I'd send it back, and you'd "loose" it and I wont get a credit.

The USPS order tracking number is no longer valid and did not get delivered on 4/7/16 as indicated in the response. If item was shipped by another carrier please provide new tracking number as tracking number posted on your web site now is not recognized by USPS. I also never did get any response from your company (either voice mail or email) after multiple attempts on prior dates to follow up on this order that was placed on 2/24/16.

[redacted]Hello [redacted]
We appreciate your comments about your experience with us despite you feeling it was a negative one.

background-color: rgb(255, 255, 255);">Communications, via phone and email, were able to provide you information regarding your order, prior to initiating any third party communications. Unfortunately, response to the number, and nature, of the communications that you sent lead to additional reports having to be made.
Shipping information provided, in addition to the estimated delivery date, is per USPS information, and is an estimate of the shipping information. We are unable to influence the delivery of your package once shipped.
No communications from PouchWear have ever, or will ever, state that a customer, or their order, is un-important. All items are custom made and, while the pillow ordered may not require specific measurements, are tailored in the order received with the materials requested. We take pride in assuring that items are tailored with quality and to function as intended before being made available to ostomates worldwide.
As you were unhappy with your product, we were able to offer a full refund of the invoice upon receipt of the item back to our facility and provided a return shipping label to assure no additional costs to you. Per your reports, refusal to return the product has, unfortunately, not allowed a refund of your funds, which is being managed through a third party.
Again, we are sorry to hear that your PouchWear experience was a negative one and hope you are able to find a support product that meets your needs.
Attachments with some, as the number of attachments available is limited, of the communications made have been attached for review by the Revdex.com as to the nature of the comments therein. We request that they remain observable to only the Revdex.com, and not to the public, to ensure the customer’s privacy.

Hello, Thank you for following up & appreciate the opportunity to provide further clarification regarding your order. All products are custom made using the information noted on the invoice when the item(s) are purchased and require a tailoring timeframe that is noted as average...

as it may vary depending on the demand at the time. Your order was completed, and picked up for shipment, on 7/26/16. You contacted us on 8/11/16 via a live chat message requesting information about your order. Review identified that there was no tracking follow up information regarding the package and an email response was sent informing that a support ticket was opened, with the shipping carrier, in response to your inquiry about your order. We were able to follow up with you on 8/15/16 notifying that your package was located, per the shipping carrier, was now in route to you, and that the original tracking information could still be utilized. This package is noted to have been delivered, to the requested shipping destination, on 8/18/16 at 9:06AM. Your in-store account can still be reviewed for the updates, as noted in your email communications. Thank you,
PouchWear Support

Hello [redacted],
Your package was shipped using USPS First Class Mail as was requested on your invoice & to the shipping address provided.
Additional follow up was made regarding the delivery of your package, as you reported it was not delivered on the expected delivery date by USPS. Per USPS, the expected delivery date is provided as an estimation. Updated tracking information notes that your package is ‘out for delivery’ and, depending on your local USPS delivery schedule, may already have been delivered & not been updated in the system as of yet. Please let us know if you do not receive your package today so additional inquiries can be made.

We recognize the frustration in regards to having experienced delays & feeling as though you did not receive the communications. Products were developed to help manage life changes associated with becoming an ostomate. We were founded by an ostomate who also experienced these challenges & wanted to share his improved lifestyle with others. In no way do we ‘take advantage’ of anyone. The Revdex.com allows for all information to be provided, from all parties, & for attachments to be provided that reflect said information.
We do apologize that our responses regarding your package were not received, as provided in the attachments to the Revdex.com, however, we were able to respond to your live chat message as this was the only communication we received.
Unfortunately, we were not made aware of the delay in your package delivery until you informed via your live chat message & we were then able to place an inquiry to locate your package.
A Revdex.com complaint was not placed until the day that the package was delivered, & did not play any role in the receipt of your product. This information can also be reviewed via the attachments. Any communications after your Revdex.com contact have been via the Revdex.com site in response to your request for information.
We have continued to make changes to include updating our phone systems, forwarding messages via in-store accounts, increasing information throughout the site, & implementing more automated updates. We do also encourage we be added to the safe senders’ list to ensure that emails are not sent to the spam folder.
We again do apologize that you experienced delays and continue to work on providing more communication avenues. We are glad your husband received his supports and wish him ever improving health.