NW Cryobank

I could not be more happy with the process and the company.

Review: I ordered a vial of sperm from this bank, and the dewar shipping tank arrived with an empty vial that had the cap missing. I had previously ordered 2 other vials from this bank, without issue. I informed the sperm bank owner of the empty/broken vial, and requested a refund. The owner informed that it was unacceptable to request a refund given that I opened the dewar tank 4 days after receiving it, rather than immediately upon receipt. I informed her that I ovulated later than expected, and opening the tank prior to using the sperm would have compromised the quality/motility of the sperm. The instructions that accompany the tank state that if the sperm is exposed to room temperature air for more than a few seconds, the sperm quality could be compromised. Even if I had opened opened the tank immediately upon receiving it, I would not have noticed that the vial was empty in a few seconds time given the frost/ice that builds up on the outside of the vial. I am filing this complaint in attempt to recover $469, the cost of the vial plus shipping and handling.Desired Settlement: I request a refund of $469, the cost of the vial + shipping/handling.

Business

Response:

I don't really know why this client submitted this claim as we credited her account for the full amount, even though she violated the instructions we clearly provided to her. She acknowledged such and felt she know more about how our product should be handled than we do. It's very sad when customers do not follow instructions. She could have avoided this whole situation had she followed the instructions.

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. I will await the credit in the amount of $469 on my credit card. Please note that the business indicated in its response that a refund was offered and that the business did not understand why I filed a complaint. The refund by [redacted] was offered after I filed the complaint, as the seller had refused a refund upon our last contact.

Regards,