Vitality Medical, Inc.

We apologize for the frustration you have experienced with this order. We agree that these items should be available to ship quickly. Since we send these to different warehouses, we may not be aware an item is on backorder until they receive the order. Once we were notified that the item was on...

a backorder, our backorder team worked diligently to find it in another warehouse. Once we found that no one had it, we sent a backorder email  on 12/28/2017, indicating it was due in on 1/14/2018. We then, had been notified they were back in stock, so we sent the order over again, for shipment. At that time we were informed it was, actually, still on a backorder with a new due date of 2/13/2018, we sent an updated backorder notification on 1/25/2018 to the email address on file. We try to let our customers know what we are told when it comes to their supplies. We understand the importance of these products and work hard to get them out as quickly as possible. Customer called on 2/19/2018 and cancelled the order. We cancelled and credited the full amount on 2/21/2018. We apologize for the backorder and are working with the distributor to make sure these are stocked. If the customer hasn't found it anywhere else, please have him call in. We will confirm stock, process and ship his order via priority at no additional cost.

I sincerely apologize for your recent experience with our company. While our returns policy states that returnable products may be returned up to 30 days after delivery, the fact that our distributor sent you a similar item in error explains why you did not notice until the 30 days had expired. Our...

returns manager emailed you a return label on June 2nd, stating that you would be refunded on receipt of the returned merchandise. I am happy to provide a copy of the email on request. While our records indicate that a return has not been initiated, I have gone ahead and refunded your credit card the full $86.56 (receipt attached). Thank you for your feedback as it will help us to improve our customer experience moving forward.

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 had machine fixed myself I couldn't wait.
Sincerely,
[redacted]

We regret this customer did not receive his order within the timeframe he paid for.  The customer placed his order on Feb 28th and his order was processed, then sent directly to the warehouse the same day.  Unfortunately the warehouse appears to have not received the file with the order on...

it.  When shipping is not processed during the expected delivery times it is our policy to credit the difference between the requested shipping method and our base Ground rate, however,  we have credited him the full shipping amount of $13.40.   We reordered the product to be shipped out last week and according to the tracking information we have received, all missing products were delivered this morning.  This is an isolated event with this warehouse and we have taken appropriate steps to help prevent it from happening again. We value Mr. [redacted]’ business and hope this will restore his faith in our company.

We do apologize for the delay in response to your ticket, while this is not the normal timeframe for a response, unfortunately it did happen on this order. This is something that has been addressed, and will not happen on future orders.  I would like to know who the customer spoke to when she...

called in, if she would be so kind as to forward that information to me directly at [email protected], so I can look into why it wasn't cancelled at that point.  It looks like this order processed and shipped on 3/15 via Ontrac (tracking #: [redacted]). According to the tracking information, it was delivered to the front door, on 3/17 @ 10:14am.  Can we confirm this before giving a full credit? If the customer does have, we will want to send labels for return.

We are sorry to hear about the frustration our customer experienced with this order. In speaking with my IT dept., I found that they are have been updating the customer portal, which may be why the status stayed stagnant for a few days. I do see where this order was received and sent to the...

manufacturer, within minutes, for processing and shipping. There was a delay in shipping because of the hurricanes. Customer was informed of this when he called in and did decide to keep this order active. It has since shipped and the tracking information has been forwarded to his email. We agree that all of his shipping should be credited as well, and have credited the remaining $7.25. We take great pride in getting orders shipped in a timely manner, unfortunately a natural disaster prevented that from happening on this order. We hope this satisfies the customers concerns and hope to be able to work with him again to prove why we carry an A+ rating.

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 customer placed an order for an item that was on backorder. We notified him of the delay and he waited for a few weeks, then cancelled as we did not have an estimated date of when it would be available. The normal process is to credit the customer in the same form as they paid as we...

cannot physically verify they are the same person whom placed the order. Appears our customer service representative did not see the note for the request for a check and followed our protocol and credited his card.  Upon the customers call about his refund, we contacted our payment processing company whom verified the funds were accepted to the card that was used to place the order.  The customer will need to work with their bank to make sure the funds transfer from the old card to his new card.  We regret the problem this has caused our customer We are confident this can be worked out with their card issuing bank.  Since we are unable to verify who places orders online, it is our standard to issue credit when able, back to the card used to make the purchase.

In researching this complaint. I found no email address of [redacted], anywhere in our system. Indicating there could be no emails sent to this address.  When looking by name, I did find an order with the email address of [redacted]. I had my IT department look into...

both email address and could not find either one in the list of emails sent. Could this customer please forward me a copy of one or two of these emails, so I can further my search to resolve this complaint. We certainly do not want our customers frustrated by receiving emails they don't want. My personal email address is [email protected]

We have searched our records and cannot find this email address listed anywhere in our system. Would it be possible for the customer to forward the email they received to my email at [email protected]? We would like to look deeper into this. Vitality Medical does not buy or sell email...

lists for marketing, and only email addresses provided to us from customers. We will reply further once we have the opportunity to see what email was received and confirm the address that received it. Thank you.

We do apologize for the delay in shipping the order. This item had been on a slight manufactures backorder. I received notification 12/5 from the customer with her concern about having not received her product. Upon researching the order, we found the product to be back in stock and shipped the...

order the same day using USPS. Tracking # [redacted]. At the same time we did credit her card for the difference in 3-5 day shipping and the 7-10 day shipping. Total credit given on 12/5/16 was $2.70. Tracking the above listed number. USPS.com indicates the package was delivered at the mailbox on 12/8/16 at 1:17pm.  If customer did not receive her package, she may contact us to have a replacement shipped out. Please let me know if there is anything else you need from us.

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]

We regret this customer did not receive his order as requested.  The customer placed his order on Feb 4th and his order was processed and sent directly to the manufacturer on February 5th having requested Expedited shipping.  Unfortunately the manufacturer appears to have sent his order...

via Ground instead of the requested Expedited 2-3 Day Delivery.  When shipping is not processed during the expected delivery times it is our policy to credit the difference between the requested shipping method and our base Ground rate.  Our customer appears to feel this is not satisfactory.  Vitality Medical will provide a courtesy waiver of our general policy and refund the customer the full shipping amount of $29.95.  The customer is also seeking to return the item due to it not fitting.  Our return policy requires items to be new and unused.  The manufacturer has approved the return and we have sent the customer a return label.  Upon the return of the item we will issue the remaining of the credit of $66.82

We are sorry to hear of the frustration associated with the way this order was processed and followed through with. We take concerns very seriously and want to make sure we resolve them. In reviewing this order, I found that an email had been sent to the address provided as soon as we were...

informed her item was on backorder until 7/20. Our team will always look to see if we can obtain the product from other sources prior to sending a backorder email. We did receive a call from the customer on 7/14, where the agent explained the situation. According to the agent, Mrs. [redacted] decided to keep the order open at that time. On 7/18 she called back and decided to cancel the order. Our backorder team cancelled her order, and credited her account the full amount of $133.68. We have fulfilled several orders for her and hope that she knows this is not a regular occurrence. Unfortunately, it happened for this item, at this time. We value her business and hope that she will continue to trust us again with her medical supply needs.

We regret our customer did not receive his order within the timeframe he paid for. The concentrator was on a slight warehouse backorder when Mr. [redacted] placed his order.  It was shipped out to him the day we received in it stock. The returns/warranty department was contacted on the 24th...

regarding his concentrator not working and promptly began working with the manufacturer to get a return label set up for Mr. [redacted]. The return label was emailed 5/31 to the email address we have on file. A brand new concentrator has been shipped and will be arriving to Mr. [redacted] on Monday 6/8. This is an isolated event with the defective machine and we are working with the manufacturer to help prevent it from happening again. 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.
However, their customer service is seriously lacking as they told me I received the RA # and I didn't so that statement they made was incorrect. It was eventually sent and I received it after several calls to their office. This was well after the date that I called. 
Sincerely,
[redacted]

We are sorry to hear of the delay in our customer receiving his product. We work hard at making sure items are received quickly. This item is being shipped directly from the manufacturer, Dr. Ho N**.  The order was sent over to them on 12/22/17.  Unfortunately, the manufacturer was delayed...

in shipping this out, due to their busy holiday season. This was the reason they gave us each time we contacted them to get an update. It is definitely frustrating to us, as a supplier of this item, as well as to the customer not receiving their products. We are working closely with the owner of Dr. Ho N** to see what can be done to remedy this on future orders. We do apologize for this inconvenience. This item has shipped under UPS tracking # [redacted], and shows it was delivered today, 1/3, at 3:07pm local time.  There has been a request to credit the PayPal account for the expedited shipping paid for. You should receive a separate email for that credit. We value our customers, and strive to make sure they know this. Please let me know if there is anything else needed.

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]

Thank you for the clarification. We will take this up with Ontrac as a non delivery. We will credit the customers card, the full amount of the order. We, again, apologize for the frustration of this order. As stated before, it is not the norm and we have taken the steps to prevent future issues such as this one.

I believe this may be a misunderstanding. Per the manufacturer warranty, our customer will need to send her oxygen concentrator to the manufacturer for repair. When her unit is repaired, the manufacturer will return the same, repaired, unit to our customer. There is no question as to whether her...

original unit will be returned to her. The loaner program that Vitality Medical has in place, which goes above and beyond the manufacturer warranty, states that Vitality Medical will loan our customer a unit while her product is being repaired by the manufacturer. We do our best to accommodate our customers by shipping the closest loaner unit we have available to what was originally ordered. Vitality Medical does pay for shipping the loaner unit to our customer, but she will be responsible for shipping it back to us. I apologize that Laura has not replied to our customer’s recent email as she has been out of town. In the future, please feel encouraged to contact us at ###-###-#### with any concerns. I hope I have been able to clear up some confusion; if not, please contact us at the phone number above for further information.