Vitality Medical, Inc.

The customer ordered a bed package Order # [redacted] on Saturday October 15th and requested 3-5 day delivery.  Our fulfillment team processed the order on the next business day “Monday Oct 17th” and sent the order to the manufacturer for drop shipment.  On October 19th  the customer...

called at 1:26 PM and requested to cancel his order.  Our fulfillment team stated the order was delayed an extra day due to Invacare selling the product bed line to Carex.  In contacting Carex they stated the product had already shipped and they were unable to cancel.  The customer was updated that the order had shipped and he could not cancel, but it appears the tracking code shows it was scanned the following day. We regret the information provided to Mr. [redacted] was inaccurate.   Mr. [redacted] was charged $23.85 for the 3-5 day shipping.  We would be happy to resolve the complaint by either compensating Mr. [redacted] $75 for the inconvenience or he may also choose to return the product (If the product has not been opened or used).  If the customer chooses to return the product we are happy to send a call tag and have the product picked up and returned and provide the customer a full refund. We have left several messages with the customer that have not been returned.  He is welcome to contact our orders supervisor at 801-417-0359 to resolve the complaint.   Kind Regards, Vitality Medical

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 received her shipment on Friday night (8/18/2017) at approximately 8pm, after our office had closed for the weekend. The first note about missing parts was entered into our system at 5pm on Tuesday 8/22. Our policy is to return messages, left over the weekend, by the end of day Monday....

Based off this complaint, that didn't happen. We have been looking into our phone system to see where the breakdown was. We have two different departments working on this, so we can make sure it doesn't happen again. We do apologize for the frustration this has caused, but are doing everything we can to make it right for her. This item ships directly from the manufacturer, so we are working with them to get it corrected quickly. Our returns/warranty manager has called Mary, to inform her of our efforts. She left a voicemail, but has not received a call back.  We will send her tracking as soon as it is received from the manufacturer. We have credited the customer 10% back to her card for the inconvenience. We value Mary's business and are using every avenue to fix the situation

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 apologize for the frustration of this order. It's completely understandable when an item jumps so much in price over a short period of time. We were shocked as well. Unfortunately, we aren't able control the prices of the distributors we get them from. The distributor we order the items...

through had the incorrect pricing back in December so we were selling them based on their pricing, at that time. It appears that they realized their error and updated their site with the correct pricing. We have a department which works with all our distributors/manufacturers and update pricing on a daily/weekly/monthly basis. There is no way to have every customer contacted when a price changes on over 100,000+ products.  This is not something we would have noticed as the system processes and sends orders to the warehouses automatically. This was not done maliciously, it was a system being corrected. We called the distributor and confirmed what the price is supposed to be. When the customer called in, we offered to set up a return. She indicated that she would file a charge back and contact the Revdex.com.  We are more than happy to get these returned and her account credited, the amount she paid.  If she will contact me directly, I will make sure we get her a label for the 30 packs she received (27 packs on 2/22 and 3 packs on 2/23). Kayleen O[redacted]
(801) 417-0359

Vitality Medical is a drop shipping company. Manufacturer ship directly to our customers for us. To be able to give real time inventory, it would take the manufacturer having the ability to provide it to us. Unfortunately, that’s not a possibility at this time. Until such time, we rely on the information provided by the manufacturer when there is a shipping concern. We passed along the information given to us, by the Dr. Ho Now company. We would be happy to send Mr. [redacted] a return label for the back rest we shipped, for a full refund, if he prefers not to keep the spare. We do wish there was a quick and easy fix for his concerns. Until these options are possible, we take his concerns and incorporate them into training, and future options for our site. We do value his business and his feedback.

Complaint: [redacted]
I am rejecting this response because:II finally received the product on day 14 (Jan 4, 2018). I have made a few attempts to have my additional postage returned to me. I spent $13.90 for 3-5 day shipping. My last contact was today. when I asked about the postage being returned to me, I was told that this would happen, and the company has emailed this in a confirmation email. I told the customer service person that I could not verify this because I could only access my email on the phone. So I asked her to return a call within 1 minute so that I could confirm the email stating that a return of the additional shipping charges would be returned. I never received a return call, and I never received an email stating that the shipping would be refunded as promised. And lastly, I checked my credit card to see if the refund had been returned and it had not. This is my only experience with the company, and the customer service and shipping was well below par. I will try the product tomorrow.
Sincerely,
[redacted]

We regret this customer was charged twice due to an error by the merchant services company.  The duplicate charge of $42.76 was credited back on 10/21/16.  We also mailed a check on 11/1/16  to the customer in the amount of $35 to compensate her for the overdraft fee.  We...

apologize for this inconvenience this may have caused.  Kind Regards,Vitality Medical

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]

Complaint:...

[redacted]
I am rejecting this response because: I spent more than two hours on Thursday June 30th, 2016 trying to deal with Customer Service.  The first time I called in it took almost 30 minutes to reach someone - then after speaking to the agent they hung up on me! I had to spend another 45 minutes on hold to reach a second operator.  This person stated the order was canceled by the previous agent without an explaination.  I was assured the order would ship out on Friday July 1st, 2016.   The order did not ship out as stated.  I called on July 5th 2016 and spoke with an agent - again on hold for more than 25 minutes.  The agent stated no the order would not be shipped out - the manager Patrick canceled the order on Friday July 1st, 2016 instead of shipping it out.  The agent stated Patrick would be into work in about 10 minutes and stated he would call me about the matter.  No one called from the business.  I believe the order is going out but so far I can't say I trust anything.  This is my first order with the company - I can see why they have a poor rating with the Utah Revdex.com.  Yikes!    If in fact the order ships and arrives then it will be resolved.  I would have to think a professional company would offer a note of sorry and a thank you gift of some sort to win over new customers? But, it doesn't look like it so far.
Sincerely,
[redacted]

We apologize for the distributers price increase after finding an error in their system. Price changes happen regularly in the medical product industry, and I wish we had more control over them. Unfortunately, this isn't an option for the suppliers.   I am working with the owner of the company to see what changes can be made, internally, to notify customers of large price increases, especially on recurring orders.  While it does not fix this order, it will make sure it doesn't happen again. I would like to look deeper into the agent sending an updated price email while you were on the phone, as the only email I see was the order confirmation sent by the system. Would you forward that email to me directly at [email protected]?  We always want to fix these things that may be broken to avoid concerns like this from happening again. Sometimes when we call the warehouse to stop an order from shipping, our agents are put on hold while their customer service tries to contact the actual warehouse to see if it can be stopped. This is a call we will look into as a 15 minute hold time is not acceptable. A call back would have been a better solution. The concerns this customer has, are not going unnoticed. They will all be addressed to see how things could have been handled differently. Customer service is important to us, and we will do what we can to make that happen. We are more than happy to send a return label and credit the full amount of the order, however, we cannot issue a refund on items the customer still has.We will also give a 20% discount on the next order, if the customer is willing to try us again.

We do offer free shipping as an incentive for customers who sign up for our auto-reorder service (on orders over $25). You would need to sign up for our auto-reorder service in order to qualify for free shipping. However, I do not see that you paid for shipping on your last order (order #[redacted])....

Please let me know if you are referring to a different order.

Our customer sent his original email on Sunday, 11/13/2016, requesting that we complete the business portion of his reimbursement form. Being closed over the weekend, his email was replied to on Monday, 11/14/2016.  The customer sent another email with the same request on Monday 11/14/2016. Our...

customer service support team replied to this email on Tuesday, 11/15/2016 informing him that we would be mailing the form to the address he provided in his request.  The form was then completed and mailed via US Postal Service.  We have also emailed the completed form, along with a copy of the prescription (per his request).

I sincerely regret that Ms. [redacted]’s order was not delivered within the promised timeframe. We credited her card for the full amount of the order, $[redacted], on April 28th. Please see the refund receipt attached. Also attached is a copy of the email that was sent to Ms. [redacted] informing her of the...

backorder status on the items.