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Simpson's Pharmacy

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Simpson's Pharmacy Reviews (1)

I am writing in regards to complaint [redacted]. Simpsons Pharmacy does not sell used medical equipment as was stated by the customer. All of our equipment is purchased new from reputable wholesalers who have rigorous standards on Quality Control of their products. All of our medical equipment such as...

wheel chairs and walkers are assembled and inspected by our technicians on site. Our 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 sell. These competencies are kept on record for each technician and are available by request. When medical equipment is sold in our retail store, the individual purchasing the item receives training in the proper and safe use of equipment. The initial item purchased by the customer was a [redacted] chair combination. The customer attempted to return the item to Simpson's Pharmacy past our ten day return policy. The product had been used, the wheels were worn and there were many scratches on the frame of the item described. He 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 condition. he became very aggressive, abusive and threatening to the staff person. I, the owner became involved at this point. The return policy, which is posted at each point of sale register, was pointed out to the customer. See attachment 1 I also reviewed the sales receipt which clearly prints that there is a 10 day return. The 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 Pharmacy. At this point the customer told me he was calling his lawyer. He spoke briefly and aggressively to his lawyer using abusive language. He then called the Attorney General's office. He handed me the phone when he had difficulty explaining the return policy as it was posted. At no time did I "grab" the phone from him. After speaking with the Attorney General's Office I handed the phone back to the customer. The rep from the Attorney Generals office reiterated to the customer the law as is seen in Attch 2. 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 customer. This enraged the customer and he began threatening us with a law suit. At this point I walked away from the customer since he was so agitated. He was told if he wanted to discuss it rationally and calmly I would continue the conversation. At that point I was not interested in taking back the product in return. The customer calmed down and approached me several minutes later. He told me he would not file a lawsuit if we took back the equipment. We 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 return. The customer agreed to this and said it was a good solution. With a store credit in hand the customer asked about purchasing a lightweight transport chair and was shown a light weight Transport Chair. He said it would out perfectly for his wife. He was shown how to use the chair and was shown all the safety features. He agreed to use his store credit for the chair as an even exchange taking into consideration the 20% restocking fee on the original item. The customer left the store with the wheel chair. Within the week the customer did return the chair and said the brake was not working. The technician assessed the chair and determined the brake lock and it was not defective it just did not lock as tightly as it should. The 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 condition. He was happy with the solution and left the store. Early in his complaint the customer mentions a "blow out with the owner." At no time did I raise my voice or act aggressively. I maintained calm with the customer in the attempt to settle him down. We understand the stress caregivers are under as they care for loved ones and how often times that stress demonstrates itself in aggressive behavior towards others. We did our best to help this customer out. Simpson's Pharmacy worked within our return policy and actually made an exception for this customer to help him find a solution. This customer is not due back a cash refund of any kind nor will we accept any used equipment in return. We worked with the customer and provided the best solution possible.

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Address: 7331 18 St NW, Edmonton, Alberta, Canada, T6P 1P9

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