Vitality Medical, Inc.

After reviewing the history of the customer we are accepting the return and refunding the customerA free shipping label has been sent to the customer to return the item

Complaint: ***
I am rejecting this response because: I calledI placed an order over the phone... so now you are telling me that you do not even have my order??????someone needs to call me for I cannot stay online at work and be in a que with people ahead of mei just tried calling. I also left a message but to no avail. WHAT IS GOING ON THERE???? Now today I see another email saying free shipping lol.... Please check if my order is in for if it is not someone needs to call me. ###-###-#### *** *** *** *** *** ** *** ** ***
Sincerely,
*** ***

When the customer placed her order, she received a confirmation with the following information on it. All returns must have an RA Number Returnable products may be returned up to days after delivery Product must be in new re-sellable condition, safety seals unopened All parts and
accessories must be included and in original packaging Shipping Fees are non-refundable and return shipping is the responsibility of the customerIf your orders shipped for free and you are returning it we will deduct the original outbound shipping costs from your refundReturn orders are subject to a 40% restocking feeIf your return is the result of a defective product or shipping error, Vitality Medical will refund the entire purchase amount and return shipping costsSome products are Non ReturnableSee below for detailsNon Returnable Products Some items by their nature are simply not returnableItems marked in their description marked as non-returnable or defined below are non-returnable itemsOpened Personal Care Items All Men’s Health Items, including erection pumps, tension bands, and incontinence clampsRaised Toilet Seats and Commodes All Special Order (*sp) Items All Custom Items (EZ Ramps, Cut-to-order, Span-America Mattresses, etc.) All Clearance Items Anything open, used, or triCustom Wheelchairs Bulk Orders As she was informed before, with health and safety concerns for medical equipment, some items just are non returnableEspecially when put on and used because of sweat and other concerns, it just cannot be resold as new. We will make an exception on this order and allow a return, however, there will be a 10% restock/disposal fee, the original shipping and handling will not be reimbursed and the customer will be responsible for shipping the item back to our warehouseWe will credit $upon receiving the belt. I will have my returns manager set up the return and email instructions to the customerPlease contact me directly with any questions or concerns on the return. Kayleen O*** (801) 417-

My records do not show any orders placed in September under the name of *** ***Please provide me with the order number, or let me know if the order was placed under a different nameThank you

I regret that, due to a backorder, our customer did not receive her product within the timeframe for which she paidI have attached a receipt for the refund of Ms***’s shipping charges in full ($34.95) In addition, I have attached an email that was sent to Ms***
on the day she placed the order notifying her of the backorderMy notes on this account indicate that Ms*** spoke with one of our customer service agents on July 22, at which time our representative informed Ms*** that we had the item in stock in colors other than the one she ordered, and Ms*** indicated that she preferred to wait until her preferred color was back in stockMy notes also indicate that our representative informed Ms*** that she would be credited for her shipping costWe do not have a policy that a customer must wait until the order is delivered to receive a refund for shipping chargesIf Ms*** was informed of such a policy, I apologize for the error on behalf of our representativeWe appreciate Ms***’s business and would like to offer her a 20% discount on her next order

Our customers order was placed on Dec 14th and inadvertently was delayed due to a software problem in our fulfillment process We are refunding the customer the 3-day shipping she paid of $ In addition the warehouse miss shipped one of her products and shipped side rails instead
of security poles Lastly the customer ordered walkers not We previously have not sold these walkers in a unit of but will update our website to offer the each within the next week Because we did not offer the each we will accept the return of the walkers and apply an additional $credit for a total of $We have been in contact with the customer and have reshipped the security poles and provided a return shipping label for the side rails and extra walkersThe credit has been applied to the customers credit card and this should be reflected on her online statement within 2-business days We regret the shipping delay and miss shipment and will have a fix in place so this error is not repeated

Our quality team recently received and inspected your returned unit and found that it is fully functional without any defects. We believe that you may have mistaken the bilateral crank handles as stripped screwsThe handles are designed to slide in and out to accommodate going through a
doorway, and are not designed to have threads. In addition, there are no screws loose or screws stripped Because this product has been used, it does not meet the requirements to be eligible for a return. We value your business, and, while ordinarily we would need to return the product to you, we are willing to make an exception and allow the product to be returned less a 20% restocking fee and shipping charges we incurred to ship the unit back to us The product must be now sold as used and does not qualify to be sold as new.If you would prefer to have us ship the fully functional product back to you, we will waive the shipping charges we have incurred. I hope you find this resolution satisfactoryPlease let us know how you would like to proceed

Complaint: ***
I am rejecting this response because: I received the item nearly an entire month after "back order" date, and your response seems to indicate that somehow its my fault as I should have settled for a different color than what I paid for. Additionally your service representative told me not once but twice that the amount I paid in shipping couldn't be refunded until I received the item, so my refund of course was delayed because the item I purchased was on back order! I appreciate you letting me know that it is not your company's policy to hold shipping refund's until merchandise is received by the customer and as such you are willing to offer me 20% off my next purchase, however, it seems a more sincere service recovery credit of a 20% refund against my past purchase is much more professionally acceptable, and doesn't hold my service recovery discount hostage forcing me to later shop at a store who's practices I currently find questionable
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***This is incorrect information Vitality Medical is providing I didn’t place my order until 4:25pm on 3/15, Pacific Coast Time It was past their closing hours, hence they didn’t ship or process my order I left a message on the phone line answering system I also sent an email to support1. Additionally, when they finally did respond, they did not state it had been shipped yet, nor that I should have received it by now I HAVE NOT received this order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***the company has sent back money , so they took care of it, please close complaint , take no further action , thank you *** ***

Customer placed the order Friday October 20th, on Monday October 23rd we were notified by our warehouse that this item was on backorder through November 7thOur fulfillment department called several warehouses to see if we could locate the mask somewhere elseWhen we were unable to find it
anywhere, we notified the customer (10/23), via email address provided, of the backorder and the ETA we were given as to when they expected it back in stockCustomer called on October 25th and we informed her over the phone of the backorder and ETA dateShe stated she would wait for that date On November 8th, we called the warehouse to confirm shipment and found they had extended the backorder to November 30thWe emailed the customer again and let her know of the new backorder dateOn November 14th, customer called in and we advised her, over the phone Being a drop shipping company, we are at the mercy of the warehouses we work withWe work hard at making sure the customers are notified of backorders and do everything we can to get it from anywhere else so they don’t have to waitUnfortunately, with all the work put into this order, we were not able to locate it anywhere elseAs of right now, we are scheduled to receive it in our local warehouse within a couple of days and will priority ship the mask to the customer, if she still wants itIf she prefers to cancel, we will credit her full amountIt is never, nor has ever been our policy to deny a customer their money for an order they never received

This unit was purchased and delivered to the customer on June 21, Customer called in a month later on 07/20/stating that the machine was alarming with a yellow lightOur agent advised them to call Invacare (manufacturer) to troubleshoot, as they come with a manufacturer
warranty The customer called in later the same day with a complaint number from Invacare and requested we send them a loaner unit while their machine was fixedOur warranty department worked the complaint number the following morning and emailed the customer our "Loaner Policy" as well as the warranty repair informationThe customer replied to the Loaner Policy asking how much it would be for shipping, after advising the customer what the cost would be, they then replied "we do not want any loaner to be shipped hereThank you" Since this complaint was lodged, we spoke with the owner of our company, he has agreed to accept the unit back with a restock feeWe have been in contact with the customer and informed them of thisThey will be sending the concentrator back and we will credit as soon as it’s received

We researched and found the correct form, then emailed it to Mr***On 11/28/2016, we received an email back from Mr*** indicating that he did receive the form via emailWe feel this issue has been resolved with the customerHe may contact us with any further concerns he might have

Complaint: ***
I am rejecting this response because: as soon as I called your rep left me on hold and sent a confirmation of the price increase. did she not know the date and time is on the email? then was disconnected. customer should be contacted in advance when a yes hundred dollar increase is on an item when quoted a price that they paid for the first order. I think the company knew . read reports and reviews shift in the hospital. after the fact that this has happened before. package is somewhere under snow and water, did not touch. very disappointedi needed something to help me work my hour shift - thought I trusted the company. it took for them this long to respond. WOWi will start to look for another company and let people know about vitality medical and not to order
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We regret our customer did not receive his product as ordered At Vitality Medical we source over 100,products that ship from our warehouse and over other affiliated distributors Unfortunately as in this case, we did not have live inventory updates on the product our
customer orderedThough we were able to find additional inventory it was not sourced sufficiently timely to meet our customers needs of 1-day shipping Under most circumstances our vendor for this product automatically drop ships the product from another warehouse but the delay in their system took longer than normal On 12/when the customer called we offered to refund his shipping as the product could not ship within his time constraints On 12/our vendor still had not processed the order so tracking was unavailable On 12/the customer cancelled his order because tracking was still unavailable and we credited his order We are sorry that we were unable to meet this customers needs If the customer would like to try another order we would be happy to provide him a 10% discount He may speak with our supervisor to arrange his next order with discount

Customer placed his order on 4/3/His order was processed, and one item shipped on 4/4/17, with the other item on a slight backorder through the manufacturer We have cancelled the second item for the customer and credited, his Paypal account, the $he paid for it.
Customer requested Economy Shipment for this order, which comes with a flat shipping rate of $ that covers one or more itemsAs listed on our website, Economy Shipping is 7-business daysCustomers order was delivered on the 5th business day

We are very sorry for the inconvenience our customer experienced on this orderIt looks as though one of our agents kept the email chain open instead of sending a request for a credit upon cancellationThis is not a response and is something that will be reviewed with our staff. We
have given the full credit through Paypal and hope the customer will give us another chance to show how the process worksWe appreciate the opportunity to address their concern