Simpson's Pharmacy

I am writing in regards to complaint [redacted] Simpsons Pharmacy does not sell used medical equipment as was stated by the customerAll of our equipment is purchased new from reputable wholesalers who have rigorous standards on Quality Control of their productsAll of our medical equipment such as wheel chairs and walkers are assembled and inspected by our technicians on siteOur technicians are certified in their practice by HQAA( Health Quality Association on Accreditation) They are required to pass yearly competencies regarding the training and safe use of equipment we sellThese competencies are kept on record for each technician and are available by requestWhen medical equipment is sold in our retail store, the individual purchasing the item receives training in the proper and safe use of equipmentThe initial item purchased by the customer was a [redacted] chair combinationThe customer attempted to return the item to Simpson's Pharmacy past our ten day return policyThe product had been used, the wheels were worn and there were many scratches on the frame of the item describedHe was informed the item was not returnable because he was not only well past the ten day return policy but the item was not resalable conditionhe became very aggressive, abusive and threatening to the staff personI, the owner became involved at this pointThe return policy, which is posted at each point of sale register, was pointed out to the customerSee attachment I also reviewed the sales receipt which clearly prints that there is a day returnThe customer continued his aggressive manner yelling that we would have to take the equipment back and he was not leaving with out his money or he would sue Simpson's PharmacyAt this point the customer told me he was calling his lawyerHe spoke briefly and aggressively to his lawyer using abusive languageHe then called the Attorney General's officeHe handed me the phone when he had difficulty explaining the return policy as it was postedAt no time did I "grab" the phone from himAfter speaking with the Attorney General's Office I handed the phone back to the customerThe rep from the Attorney Generals office reiterated to the customer the law as is seen in Attch The Attorney General told me that we were correct in our return policy and were not obligated to take back the equipment and refund the customerThis enraged the customer and he began threatening us with a law suitAt this point I walked away from the customer since he was so agitatedHe was told if he wanted to discuss it rationally and calmly I would continue the conversationAt that point I was not interested in taking back the product in returnThe customer calmed down and approached me several minutes laterHe told me he would not file a lawsuit if we took back the equipmentWe stated we would issue a store credit with 20% restocking fee as the item could not be sold as new that we would treat it as as a special order item returnThe customer agreed to this and said it was a good solutionWith a store credit in hand the customer asked about purchasing a lightweight transport chair and was shown a light weight Transport ChairHe said it would out perfectly for his wifeHe was shown how to use the chair and was shown all the safety featuresHe agreed to use his store credit for the chair as an even exchange taking into consideration the 20% restocking fee on the original itemThe customer left the store with the wheel chairWithin the week the customer did return the chair and said the brake was not workingThe technician assessed the chair and determined the brake lock and it was not defective it just did not lock as tightly as it shouldThe customer was given another brand new transport chair ( same as the one he returned) This new chair was checked to make sure it was in perfect working conditionHe was happy with the solution and left the storeEarly in his complaint the customer mentions a "blow out with the owner." At no time did I raise my voice or act aggressivelyI maintained calm with the customer in the attempt to settle him downWe understand the stress caregivers are under as they care for loved ones and how often times that stress demonstrates itself in aggressive behavior towards othersWe did our best to help this customer outSimpson's Pharmacy worked within our return policy and actually made an exception for this customer to help him find a solutionThis customer is not due back a cash refund of any kind nor will we accept any used equipment in returnWe worked with the customer and provided the best solution possible

I am writing in regards to complaint ***Simpsons Pharmacy does not sell used medical equipment as was stated by the customerAll of our equipment is purchased new from reputable wholesalers who have rigorous standards on Quality Control of their productsAll of our medical equipment such as
wheel chairs and walkers are assembled and inspected by our technicians on siteOur technicians are certified in their practice by HQAA( Health Quality Association on Accreditation) They are required to pass yearly competencies regarding the training and safe use of equipment we sellThese competencies are kept on record for each technician and are available by requestWhen medical equipment is sold in our retail store, the individual purchasing the item receives training in the proper and safe use of equipmentThe initial item purchased by the customer was a *** *** chair combinationThe customer attempted to return the item to Simpson's Pharmacy past our ten day return policyThe product had been used, the wheels were worn and there were many scratches on the frame of the item describedHe was informed the item was not returnable because he was not only well past the ten day return policy but the item was not resalable conditionhe became very aggressive, abusive and threatening to the staff personI, the owner became involved at this pointThe return policy, which is posted at each point of sale register, was pointed out to the customerSee attachment I also reviewed the sales receipt which clearly prints that there is a day returnThe customer continued his aggressive manner yelling that we would have to take the equipment back and he was not leaving with out his money or he would sue Simpson's PharmacyAt this point the customer told me he was calling his lawyerHe spoke briefly and aggressively to his lawyer using abusive languageHe then called the Attorney General's officeHe handed me the phone when he had difficulty explaining the return policy as it was postedAt no time did I "grab" the phone from himAfter speaking with the Attorney General's Office I handed the phone back to the customerThe rep from the Attorney Generals office reiterated to the customer the law as is seen in Attch The Attorney General told me that we were correct in our return policy and were not obligated to take back the equipment and refund the customerThis enraged the customer and he began threatening us with a law suitAt this point I walked away from the customer since he was so agitatedHe was told if he wanted to discuss it rationally and calmly I would continue the conversationAt that point I was not interested in taking back the product in returnThe customer calmed down and approached me several minutes laterHe told me he would not file a lawsuit if we took back the equipmentWe stated we would issue a store credit with 20% restocking fee as the item could not be sold as new that we would treat it as as a special order item returnThe customer agreed to this and said it was a good solutionWith a store credit in hand the customer asked about purchasing a lightweight transport chair and was shown a light weight Transport ChairHe said it would out perfectly for his wifeHe was shown how to use the chair and was shown all the safety featuresHe agreed to use his store credit for the chair as an even exchange taking into consideration the 20% restocking fee on the original itemThe customer left the store with the wheel chairWithin the week the customer did return the chair and said the brake was not workingThe technician assessed the chair and determined the brake lock and it was not defective it just did not lock as tightly as it shouldThe customer was given another brand new transport chair ( same as the one he returned) This new chair was checked to make sure it was in perfect working conditionHe was happy with the solution and left the storeEarly in his complaint the customer mentions a "blow out with the owner." At no time did I raise my voice or act aggressivelyI maintained calm with the customer in the attempt to settle him downWe understand the stress caregivers are under as they care for loved ones and how often times that stress demonstrates itself in aggressive behavior towards othersWe did our best to help this customer outSimpson's Pharmacy worked within our return policy and actually made an exception for this customer to help him find a solutionThis customer is not due back a cash refund of any kind nor will we accept any used equipment in returnWe worked with the customer and provided the best solution possible