Medsupplier.com

Good Afternoon,The refund has been processed per the requestMedSupplier Corporation has been on back order with the supply channels for many months regarding this productWe have given the customer the refund as requestedThis item was being sent to a medical facility for the purpose of the Doctor Monitoring the patient as required by the FDA.We do not sell direct to consumers as this is against all FDA restrictionsNow knowing this a consumer purchasing the product has undoubtedly caused frustrationsWe regret that and wish we would have known ahead of time as this could have prevented numerous issues and prevented this complete scenarioThe refund has been processed and the time it takes the bank to reflect the refund is up to the card member service agreementAt this time MedSupplier Corp considers this a closed case[Refund] Success for order number ***: This transaction has been approvedTransaction Reference Number: [redacted] 6Amount: $792.99Thank you, MedSupplier Corporation

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedToday we received a refund Regards, [redacted] *

Dear Customer, We deeply regret any inconvenience that this may have caused and we (Medsupplier.com) are sometimes subject to manufacturer delays that are beyond our control(i.eActs of God) In fact, this particular order was delayed by the snow storm in Pennsylvania the last week of JanuaryIn
addition, the customer service member (mentioned in the complaint) is our team leader and trainer of our staffOur staff is always instructed to state that delivery “dates are estimates” and we would never guarantee a date for delivery, as we have learned over the years, that it is impossible to guarantee something that is made to order Per our policy, customer was made aware of delays and once the order is placed with the manufacturer it is unable to be cancelled as it is a special order productThe order is currently slated to ship on March 4th or earlier as per the manufacturer acknowledgmentPersonally as CEO, I take these concerns very seriously and I have spoken with the customer service representative mentioned in the complaintAccording to phone records, on Monday, February 15, we received a call from the bank, regarding the customer’s orderThe customer service member (mentioned in the complaint) informed the bank of our positionThe bank stated they would let the customer know and no further actions were going to be taken against us as a merchant We strive for ultimate customer satisfaction and in today’s world, customer service has to be “beyond reproach”In this situation, I firmly believe that we, as a merchant, have done everything we can to mitigate the delay and are unable to refund the order, as it is a made to order itemWe are working with the manufacturer and freight carrier to expedite the entire orderAgain, we deeply apologize for the inconvenience and will always stand behind our customersThank you, *** ***, CEO

To whom it may concern, According to our records this issue was resolved previouslyThe cancellation date and then refund date coincide with the terms and conditions of the orderThe payment was mailed prior to the expected date of April 15thThe payment was sent with tracking number
*** on April 11th and then received by customer on April 29thWhy the US postal service took as long as it did is beyond our controlWe apologize for the delayPlease let us know how else we may be able to assist youAs we always value our customersThis complaint was launched on March 24, well passed the received date of the check. Thank you, *** ***

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
If you were to simply review the order, you would see that this device was supposed to go to my wife's office (because she's a doctor), and I am her patient. In fact, this has been covered on every call I have ever personally made to your company since day one. She's a pretty busy lady, so I thought I would file a complaint for the both of us. I did receive a refund as of this morning. What I have not received is any sort of recognition that this sort of thing is wrong to do to another human being. The only responses I have been able to obtain from this company were the direct result of saying that I would be filing this complaint and after the actual filing. However, what kind of world do we live in that you can bait people with products you don't have, lead them on for months, and then never offer even one iota of an apology? Blame shifting is not customer service....it's cowardice
Regards,
*** ***

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]1. I placed an order for this exam bed on the phone with [redacted]. She did not tell me order deliveries are estimated. I mentioned to her many times that my office opens on March 1st and I have patients scheduled. She assured me that six weeks lead time (from Jan 19 to the end of Feb) was plenty of time to get the exam bed. She did not tell me on the phone that this was an estimate. If she had told me that this was just an estimate and the the bed would be delivered in March I would have not placed the order. Even on the receipt she sent me via email it does not state that shipments are estimated. 2. I understand that acts of God are unpredictable. However, I have placed this exam bed order in Jan (19th). By Feb 29th it would be over six weeks lead time. Therefore, six weeks is a lot of time to make a simple exam bed and deliver it. Therefore, while natural disasters happen I have given the manufacturer many weeks to complete the project and ship it. If they can't deliver they should not promise customers. Everyday the bed is delayed my business is hurt and my patients will suffer. I have to cancel patient appointments for two weeks. These are patients who are ill and need medical care. It is not fair to them.3. Mr. [redacted] is not the CEO of this company. I got an email from him and this is his signature on the email: "[redacted], Customer Support AR Specialist". 4. Please inform Mr. [redacted] that the credit card company has not closed the case. The investigation is on going. They were waiting to receive supporting documents from me.5. Furthermore, please ask him to either ship my bed on time before the first of March or refund me so that I can purchase an exam bed from a local vendor.6. If you care about your customers you should put their satisfaction first. Please do the honorable thing and let me do my business and take care of my patients. Either refund me or deliver the exam bed next week before the first of March.
Regards,
[redacted] ([redacted]) [redacted]

To Whom it May Concern, Customer placed an order with MedSupplier Corporation for a restricted medical product. To adhere to the FDA requirement the product was to be sent to a Medical Office. The manufacturer requires that they vet the process which sometimes causes delays, which the medical...

office was made aware of. The customer inquired on Friday, April 21st with one of our customer service agents and requested cancellation. On Friday, the accounting department was out of the office. First thing this morning Monday April 24th the customer was refunded the full amount of $ 960.19 via check # [redacted] sent via tracking number [redacted]. We apologize about the delay as the FDA has requirements we must adhere to.  Thank you, Order Support[redacted]

[A default letter is provided here which indicates your rejection of the business's response. I am very sorry, but I can not accept their response. As everything they say is a lie. Today is May 2nd and I still have not received the check. I also ordered the machine this time directly to the manufacturer  ([redacted]) and with in 3 days I received my new machine and they even sent a nurse to teach me on how to use it. They didn't understand why this company would take so long yo send it to me. So until I have in my hands a real and valid check I do not believe any more of their lies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Today we received a refund.
Regards,
[redacted]

Good Afternoon,The refund has been processed per the request. MedSupplier Corporation has been on back order with the supply channels for many months regarding this product. We have given the customer the refund as requested. This item was being sent to a medical facility for the purpose of the...

Doctor Monitoring the patient as required by the FDA.We do not sell direct to consumers as this is against all FDA restrictions. Now knowing this a consumer purchasing the product has undoubtedly caused frustrations. We regret that and wish we would have known ahead of time as this could have prevented numerous issues and prevented this complete scenario. The refund has been processed and the time it takes the bank to reflect the refund is up to the card member service agreement. At this time MedSupplier Corp considers this a closed case. [Refund] Success for order number [redacted]: This transaction has been approved. Transaction Reference Number: 4[redacted]6Amount: $792.99Thank you, MedSupplier Corporation.

Dear Customer, Thank you for your response and we deeply regret the inconvenience this continues to cause. As previously stated, this order was “made to order” with the customers exact color specifications. With all custom order products, manufacturing is always an “estimated lead time” plus transit to the customer location.  I have to reiterate, the customer service representative mentioned, is our team leader and trainer of our staff. Our staff is always instructed to state that delivery “dates are an estimate” and we would “never” guarantee a date for delivery. When placing an order with Medsupplier.com customers agree to the term and conditions of the website. Terms and Conditions http://www.[redacted]  Shipping Policy http://www.[redacted] Per our policy, customer was made aware of delays. Currently, the order is stated to ship on or before March 4th per the manufacturer acknowledgment. I agree as “CEO”, “President” and as a “Customer Support AR Specialist” that we do not wish for people to be hurt/suffer. Delays are inevitable with any new project (including manufacturing) and the weather (Act of God) has played a significant factor in this tables manufacturing. We are unable to make a manufacturer push the customer’s order through, as there are more than just one table on the assembly line for production. In good faith, we have and are continuing to make every attempt to accommodate the customer’s request for delivery. We are continuing to monitor the situation and will update the customer as necessary.   Thank you, [redacted] “CEO / President” and “Customer Support AR Specialist” Medsupplier Corporation dba Medsupplier.com

Dear Customer, We deeply regret any inconvenience that this may have caused. In looking into the matter, it looks as if our customer service representative had relayed inaccurate information in communication to you, “our customer.” This representative is currently undergoing re-training and has been...

re-educated on proper procedures. The full refund has been sent via USPS priority mail tracking number 94[redacted]86. Personally as CEO, I take these concerns very seriously. We strive for ultimate customer satisfaction and in today’s world, customer service has to be “beyond reproach”. In this situation, I firmly believe that we have failed our customer. In effort to regain future business, please except this token of $25.00 store credit to be utilized with Medsupplier Corporation. The credit has been placed on your account.  Again, we deeply apologize for the inconvenience and will always stand behind our customers. Thank you, [redacted], CEO www.medsupplier.com  |  [redacted]@medsuppliercorp.com MedSupplier.com Phone: ###-###-#### Fax: ###-###-####