SF Marketing

I should have been informed before I purchased the compression stockings that they were not returnable, especially because of the price ($148)I would not have purchased them if that were the caseAlso, can you please provide scientific evidence that the size of an ankle correlates highly (or higher) with sizes of calves and thighs? If you can provide that evidence, then I will not be able to dispute your measurement systemBut I do believe that your business should have made it clear to me that they were not returnableThank you

As the owner
of Home Again Medical, a Home Medical Equipment provider, I am aware of the
issue that is described in this complaint. Medical grade compression stockings are made to provide graduated
compression, tightest at the ankle and lessening the further up the leg it
goes.
People frequently feel the
stockings are too small because they confuse the compressive nature of the
stockings with incorrect sizing. We also
have clients feel the stockings are the incorrect size because they are
attempting to put them on incorrectly.I believe
that I spoke with this client when she originally called to obtain resolution
of this issue. At that time I explained
that if she brought the compression stockings back to the store we would
re-measure her to make sure of the size she requires. It was also explained that if the incorrect
size was issued, we would exchange the stockings she purchased for the correct
size stockings. If the correct size was
issued we would be unable to accept a return for these medical grade
compression stockings as stated on her receipt. To date she
has not returned to Home Again Medical. Her husband did come to our store to return the item after she had tried
the medical grade compression stockings on I was hopeful that this issue would be
resolved by the client and her husband discussing the conversation that I had
with the wife. Unfortunately, this is
not the case as evidenced by this complaint.After the
client’s husband attempted to return the medical grade compression stockings he
felt the need to post a review on one of the social media sites that we
utilize. The response that I wrote was
written is in accordance with the policy of Home Again Medical. This policy is documented on the sales
receipt.Due to health
and hygiene issues, seen or unseen, that can occur with our clientele Home
Again Medical has a no return policy on any fabric, cloth, soft plastics or
bathroom equipment. We are unable accept
returns of any of the above items because these items cannot be sanitized or
sterilized to prevent cross contamination. This client
has been given the option to return to Home Again Medical, both verbally and in
writing, to allow us to rectify this situation. As of this date she has not returned to the store so we are able to
ensure the correct size medical grade compression stocking is obtained. We are unable to obtain a resolution when the
complaintant does not follow through with the steps necessary on her part.Home Again
Medical is willing to provide the correct medical grade compression stockings
if this is found to be the issue. If the
correct size was provided, Home Again Medical is unable to provide a refund for
the above stated reasons

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 the offer I reviewed appear below.The he company failed to address why it took a month and a half to come to this conclusion in the mean time because my brother had no chair to elevate his legs and he had to sit in the wheelchair for long periods of time he developed chair sores and his ulcers on his feet have worsened which we are holding Home Again Medical responsible and we plan on possibly filing suit with our attorney.As for their comment about not knowing anything about the chair it is simple as we did to contact *** with our serial number which Home Again has and *** was able to tell us it is registered to *** *** and it is a life time warranty on the frame and we were told by *** we can have any company repair the chair.Furthermore, the store is only 1/hour from our residence not an hour as stated by Home Again.Also, I have all the text messages on my phone including being told that they were going to give us a used frame from a chair they had in storageThe say they have correct the issues but nothing has been offered to us to correct our issues of waiting 1/months to have no chair and all our inconvenience not to mention my ***'s health issues (ulcers on feet and legs worse) .I feel they should offer a break on the repair and get this chair fixed we are willing to pay $and call it resolved if not we will seek legal advice. Regards,*** ***

In response to complaint #*** these items need to be addressed:The customer originally stated she was not informed that the compression stockings were non-returnable The original complaint stated that while the customer was in our store she informed that she could not try the stockings on When customers are informed they cannot try on the stockings, our protocol is to explain the reason why they are unable to try the stockings onWith the diseases that are associated with the use of compression stockings, Home Again Medical cannot take the chance of cross contamination It is also explained that once stockings leave our store they cannot be returnedThe original complaint states that the stockings did not fit once she got them home Multiple offers have been made by Home Again Medical to come back to our store and be re-measured to ensure that the stockings are the correct size To date this customer has not returned to be re-measuredThe customer in her most recent response has asked for scientific evidence that the size of the ankle correlates highly with the size of the calf I contacted the manufacturer of the compression stockings and they feel that a correlation is unrealistic It needs to be remembered that these Medical Compression Stockings are not custom fabricated to her exact measurements Custom Medical Compression Stockings pantyhose style range in price from $to $770.00All Medical Compression Stocking manufacturers utilize measurement ranges as a way to fit the greatest number of users without having to charge for custom fabricated stockings.All of our customers are informed that Compression Stockings are not returnable once they have been tried on for the reasons that have been repeatedly identified This customer has been given the opportunity to be re-measured and if an error occurred to receive the appropriate stockings I feel that Mrs*** along with her husband, have experienced buyer’s remorse and are utilizing this public forum along with Google to obtain a monetary refund for the Medical Compression Stockings Home Again Medical, as a small, independently owned business, can ill afford to provide a monetary refund as well as have to dispose of the compression stockings because a person potentially has buyer’s remorse

Response to Revdex.com Complaint ID#
[redacted]
Ms[redacted] complaint has made me
aware that we, as a company, are not following our policies and procedures.
There are, however, a few issues
that Ms[redacted] neglects to mention:
"text-indent:-.25in;line-height:normal>·
We did not sell this Tall Wide lift chair to Mr
[redacted], her brother
·
We do not know the date of purchase of the lift
chair
·
We do not know if he is the original owner or if
he purchased the chair used from another partyThis is especially important as
it affects the warranty as stated by [redacted]
The following documentation is
included with every [redacted] lift chair and is also available on the
company's website: [redacted]. The information is found on page of the
owner's manual
CONSUMER LIMITED LIFETIME AND
SEVEN YEAR WARRANTY
[redacted], through its authorized
distributor/service organization, warrants this chair to original consumer
only, against defects in material or workmanship as
follows:
LIFT MECHANISM, RECLINE MECHANISM
AND CHAIR FRAME LIMITED WARRANTY
[redacted], warrants for the lifetime of
the chair by the original consumer to repair or replace at [redacted]'s
option the Lift Mechanism, Chair Frame and Recline
MechanismLabor to replace these parts is
subsidized on all models for three yearsThe Capri,
Monarch and Monarch Plus are limited to six months
subsidized laborThe Space Saver is limited to one
year, parts and subsidized labor on the lift frame,
recline mechanism and wood frame
[redacted], shall not be responsible or
obligated to pay for any cost or expense for examination of any
warranted parts nor is [redacted] to pay for costs for
transportation, handling and packaging of the parts or
components
If a subsidy is available the amount maximum is $
With respect to the potential repair of Mr[redacted] Tall Wide Lift chair, I had heard conversations of what needed to be
done to take care of Mr[redacted] lift chair.
Unfortunately, these conversations were done in passing while [redacted],
the manager, was involved in other projects.
Our repair/delivery personnel did not document any of the referenced
text messages in our computer system or on our sales forms
This brings us to the question of potentially utilizing
used parts in this instance. I am unsure
how the decision was made to potentially use a base from another lift
chair. I can only surmise that my
repair/delivery personnel felt that since we had a frame from another Tall
Extra Wide (that had failed for other reasons) it would be fine to utilize in
this instance. I have never nor will I
ever condone the use of used parts on a client owned piece of equipment. As a company, we cannot afford to install
used parts on any client owned equipment
These issues have been addressed, corrective actions taken
and we are now making sure to document any conversations with clients
In Ms[redacted] complaint, she brings up the fees that we
were going to charge. There are a few
factors that enter into our $labor charge. These are as follows:
·
Our company is responsible for the cost of
freight / delivery charges of any warranty parts (as stated in the above
warranty information)
·
The residence we would need to go to is
approximately hour away from our store
·
Due to the size of the chair and complexity of a
frame replacement we require repair personnel to complete this repair. We had not made a decision of whether the
chair would need to be transported to our store to make sure we would have all
the necessary tools available or if this could be done in the field.
·
Actual time to install and align the frame so
that the lift chair will function properly
·
Travel time back to our store
·
The repair of this lift chair would not have allowed
our repair/delivery personnel to complete our day to day deliveries during this
approximate hours
I am sorry that this situation has occurred for Mr
[redacted]. As I have stated above, we have
addressed all the issues and taken corrective actions.
I feel that since Mr[redacted] is unable or unwilling to pay
the $for the installation of the frame by my company he needs to contact
the company that he purchased the lift chair from and deal with them for this
warranty repair
Respectfully,
[redacted]
Owner
Home Again Medical

At this time we are awaiting the replacement chair base.  This part was shipped from Valley Forge PA and is being shipped by ground due to the size and weight of the base.  Once the base is received, we will contact Mr [redacted] to make arrangements to pick up the chair so that we are able to make the repair in our shop. Once the base is reinstalled we will return the chair to Mr [redacted].  Ms [redacted] has been made aware of the steps that have been taken so far and agrees with this plan of action.