Vitality Medical, Inc.

Complaint: ***
I am rejecting this response because: I was told three times I would get a paper check after I told the company each time I had closed the credit card usedIt is the company's fault that they still then credited back the card which I no longer have access toThe card used has been cancelledThere is no new card and nothing can be or will be transferredI don't believe a three way call will accomplish anything as the main and only issue is I was not given a refund by the way they told me/promised me they would refund three separate times
Sincerely,
*** ***

We spoke with Mr*** on Wednesday 6/and confirmed that the mask had been delivered to us from the manufacturerWe had our shipping manager send this via FedEx Overnight (tracking # ***)It shows as delivered on 6/at 1:26pm to the front door In regards to our customer service department and the numerous times he was told that it would ship out, we have gone over this with the manager and are creating a protocol about promising an item when we physically don't have it in our warehouse hereWhile this new training does not help with this situation and the concerns it caused Mr***, it will help this situation from happening in the futureWe take the concerns of our customers seriously and will do what we need to resolve or fix them. We have credited Mr*** a total of $($total shipping cost + $for the time he has taken to call our office to resolve this)We hope Mr*** finds this satisfactory and hope that he will trust us again with his medical supply needsWe do appreciate his business

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.I would note that I contacted Vitality Medical on the 19th as mentioned in the original complaint through their website (email) and by phone (voicemail) and those were ignored until I called again on the 24thThen after the 24th Vitality Medical did not provide any communication to me about a return/replacement until after this Revdex.com case was opened
Sincerely,
*** ***

We are sorry to hear of the delay in our customer receiving his productWe work hard at making sure items are received quicklyThis item is being shipped directly from the manufacturer, DrHo ***. The order was sent over to them on 12/21/17. Unfortunately, the manufacturer was delayed
in shipping this out, due to their busy holiday seasonThis was the reason they gave us each time we contacted them to get the customer an updateIt is definitely frustrating to us, as a supplier of this item, as well as to the customers not getting their products. We are working closely with the owner of DrHo *** to see what can be done to remedy this on future ordersWe do apologize for this inconvenienceThis item has shipped under UPS tracking # ***, and should be received by the customer within a day or two. We will credit the expedited shipping charge associated with this order and send an email with that creditWe value our customers, and strive to make sure they know thisPlease let me know if there is anything else needed

We regret our customer is not happy with the current resolution We have credited the method used on his purchase and this has been validated by our merchant services company When a card is cancelled the account history is still available and funds are able to transfer to a new card and the credit moved to the new account We recommend the customer call their banking institution to identify the credit that was given to the card used and have the credit transferred To help the customer we would be happy to do a three way conference call and provide any information helpful to resolve this case If the three way conference call proves non successful we will approve an additional payment via check Please have the customer call our returns department and Laura will coordinate the conference call Laura can be reached at 801-733-x

Our customer received a full refund for shipping charges on February 3rd, in
addition to the product refund he received on January 20th, see attached
receiptWe sincerely apologize for the frustration Mr*** has experienced
The representative who told our customer that we could not
refund shipping on
his order was not aware at that time that Mr*** had attempted to cancel his
order before refusing shipmentWhen our returns manager investigated the order
on February 3rd, she promptly issued our customer a refund for shipping charges
We would like to offer Mr*** a 15% discount on his next order to thank him
for his patience

The credit of $was given on 1/5/and an email sent to the email address on fileIt may have taken a day or so to show up on the bank's recordsI have re-sent the credit information through my personal email of [email protected], instead of through the system. We are sorry that the service you received was below par, and will make every effort to remedy this on future ordersWe take these types of comments very seriously

We appreciate Ms***'s business and apologize for the manufacturer backorder that delayed deliveryOur policy is to notify customers of backorders (so that they may cancel if they do not wish to wait), and refund the difference in shipping if our customer paid for expedited shippingWe notified Ms*** of the backorder by email the day that she placed the orderIn addition, we credited Ms*** her entire shipping charge, and offered her 20% off her next order for the inconvenience

We do apologize for the frustration you experienced with this order. We work hard to make sure orders are shipped within the time frame paid for, as well as making sure the items picked are correct and accurate. We take concerns like this seriously and will be reviewing this order to see where the...

breakdown was. The warehouse that the kit normally ships from, is currently out of stock, so we are having it shipped directly from the manufacturer so there is not a longer delay.  The shield pack that is missing is being shipped from our Salt Lake City warehouse via priority. We apologize for our longer hold times when calling in. Our call volume is up with the holidays being over and customers calling in about products they received as gifts. We always want to give each customer our undivided attention and getting their questions answered so calls may seem to take a bit to answer.  We will take these concerns you shared to our agents and discuss the importance of follow through and returning calls when promised. Thank you for sharing these concerns with us, we take each of these seriously and will work to make sure other consumers do not feel the same way. We have credited the full shipping cost back on to your credit card and will get these items to you as quickly as possible. Please let us know if there is anything else we can help you with.

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

Our customer requested to make a return/exchange through our website on Jan 18th.  Per our returns policy our returns are processed in 1-2 business days.  The reason for this is many of our products are drop shipped from the manufacturer and this requires us to process the return through...

the particular manufacturer/distributor whom sent the order.  Pending the time the return was received and the amount of returns to process for the day it is not uncommon that some returns may experience a delay.  We strive to complete our returns as promptly as possibly and we regret our customer felt her return was not processed as quickly as she hoped.  On Jan 20th the customer received her return authorization and instructions to complete her return.  When the item has been received and processed the return credit will be posted to her credit card.  We work with over 100 manufacturers and distributors and coordinating our returns is not a one point process, but may take several steps and contacts to complete a single return.  We apologize our customer felt the product and service did not meet her needs.  We hope that she understands our returns process and that she would be willing to purchase through our company again in the future.

We apologize for the frustration The [redacted]'s have experienced with this order. The oxygen concentrator they ordered, was not in stock so we had to order it directly from the manufacturer (Chart Industries). They sent the incorrect item number to us, when we called them to find out what happened, it...

took them a week to respond that the original item the customer ordered had been discontinued. The item has been upgraded to include an Oxygen Monitoring System within the machine, itself. This newer model runs a little more in cost. We spoke with The [redacted]s on 8/2/17 and explained the situation. They agreed to accept the newer model at no additional cost to them. The order was shipped out on 8/2 via FedEx. We regret the manufacturer didn't give us the needed information in more timely manner, and are working with our representative to make sure this doesn't happen again. We value the business given to us by The [redacted]'s.

We regret our customer did not receive his complete order within the time-frame he paid for. While we may have had a mask on the shelf when our customer service agent looked into inventory, there is, unfortunately, no way of seeing if there are orders that may ship prior to his order coming...

through to the warehouse. We had an order in place with the manufacturer, with expedited shipping from them, however that item was not shipped out to us until 6/22. Normally we would have the manufacturer ship directly to our customer, however, Respironics will not ship to an end user. We are showing that this mask is due into our warehouse on 6/28 via FedEx. We are happy to overnight this mask at our cost to Mr. [redacted]. This is an isolated event with the we are working with the manufacturer to help prevent it from happening again. We will credit the expedited shipping paid with an additional $50 discount. We value Mr. [redacted]’s business and hope this will restore his faith in our company.

Revdex.com:
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 thank the company for the offer to return the spare, but I will keep it.
Sincerely,
[redacted]

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

Our customer placed an order for Pillow Paws Slipper Socks on Nov 16th and contacted us on Nov 21st stating the material was not to her satisfaction stating it appeared to be made of foam and not the product she ordered.  Our customer service resent her an additional order which again the...

customer stated was not the terry cloth material she was expecting.  Upon further review it appears the manufacturer has two products, with the same name but different material.  The customer was charged $66.83 and was never charged a second time for the second shipment.  The customer was sent a RMA by email on Nov 30th to return the product but our records indicate neither shipment was returned.  Due to the incorrectly listed item and as a courtesy we will waive the return and process a credit of $66.83.  The credit has been completed as of today 12//2016 and should reflect on the customers online statement within 2-3 business days.  We apologize for the inconvenience and would be pleased to offer this customer a 10% discount on a new order.  The correct sku for the size she ordered would be 10096-001.  If the customer would like to place a new order please have her ask for a supervisor and provide the Revdex.com case number so your discount may be applied.

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

This is in response to complaint [redacted] The customer placed his order on Nov 5th.  His order however was put on hold due to our fraud management system placing the order in a “High Risk” status.  The customer placed the order from an IP address where the billing address and shipping...

address zip code did not match the credit card.  In addition the order was being sent to a UPS store rather than a home or business.  The customer was sent an email on Nov 7th.  requesting he contact our fulfillment department so we could release his order.  Because the customer has a Gmail account we have found many of these emails are going to their spam folders.  We regret the information provided by our customer service agent was not fully correct in identifying why his order was on hold.   In addition the employee who appears to have not been as professional and patient with the customer has been terminated.It also appears the cs agent did not fully look at the reason for the hold.  We have spoken to this customer and emailed him multiple times to help him understand why there was a delay in his order.  We are updating our system so that the customer is phoned as well as emailed for fraud status holds.  This customers order has shipped and will arrive 11/22/16     Brad P[redacted]President / Vitality Medical Inc.Tel. 800-397-5899 x 3077910 S. 3500 E. Suite CSalt Lake City, Utah 84121     This email has been checked for viruses by Avast antivirus software.www.avast.com

Our customer placed this order on the afternoon of June 30th, and the item shipped the next day. His order is scheduled to be delivered today, which is well within the 3-5 business day shipping time frame our customer selected. Let me know if I may be of further assistance.

We apologize for the frustration experienced by the customer. We do everything we can to get orders to our customers as quickly as possible. As we send orders to the different warehouses, we then are at their mercy to get information, tracking, etc.  The warehouse we sent Dr. [redacted]'s order to,...

in turn, had to order this directly from the manufacturer. This is why we could not guarantee a Friday delivery.  When Dr. [redacted] called in to cancel, we then had to start the process of getting in touch with the warehouse, who had to get in touch with the manufacturer to cancel the order. It is something that took a bit of time. While we work with several distributors, we can only follow up on orders with the ones we send orders to. If they forward an order to a distributor, we are not able to call that manufacturer to follow up, as it is not our order. Twenty minutes on hold is exceptionally long, and we apologize for that, as well. The manager may have been looking into the situation before picking up the call, so she had an understanding of what was happening.  This is something I will look deeper into, and something we can take into training with our customer service department, so that no one experiences what the customer is saying he experienced. We do take pride in making sure our customers are taken care of, until they satisfied.  While I know that it doesn't resolve what was experienced, please know that it something we are taking seriously and will move forward with the information. The customer was credited in full on 2/27/2018. Please contact us, if this is not showing on your account.