We apologize for the distributers price increase after finding an error in their systemPrice changes happen regularly in the medical product industry, and I wish we had more control over themUnfortunately, 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 againI 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 systemWould 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 againSometimes 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 stoppedThis is a call we will look into as a minute hold time is not acceptableA call back would have been a better solutionThe concerns this customer has, are not going unnoticedThey will all be addressed to see how things could have been handled differentlyCustomer service is important to us, and we will do what we can to make that happenWe 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 shippingHowever, 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
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 $ 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 againWe value Mr***’ business and hope this will restore his faith in our company
Our customer requested to make a return/exchange through our website on Jan 18th Per our returns policy our returns are processed in 1-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 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
I sincerely apologize for your recent experience with our companyWhile our returns policy states that returnable products may be returned up to days after delivery, the fact that our distributor sent you a similar item in error explains why you did not notice until the days had expiredOur returns manager emailed you a return label on June 2nd, stating that you would be refunded on receipt of the returned merchandiseI am happy to provide a copy of the email on requestWhile our records indicate that a return has not been initiated, I have gone ahead and refunded your credit card the full $(receipt attached)Thank you for your feedback as it will help us to improve our customer experience moving forward
We have searched our records and cannot find this email address listed anywhere in our systemWould 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 thisVitality Medical does not buy or sell email lists for marketing, and only email addresses provided to us from customersWe will reply further once we have the opportunity to see what email was received and confirm the address that received itThank you
I sincerely regret that Ms***’s order was not delivered within the promised timeframeWe credited her card for the full amount of the order, $ [redacted] , on April 28thPlease see the refund receipt attachedAlso attached is a copy of the email that was sent to Ms [redacted] informing her of the backorder status on the items
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 incorrectIt was eventually sent and I received it after several calls to their officeThis was well after the date that I called Sincerely, [redacted] ***
We are sorry to hear about the frustration our customer experienced with this orderIn 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 daysI do see where this order was received and sent to the manufacturer, within minutes, for processing and shippingThere was a delay in shipping because of the hurricanesCustomer was informed of this when he called in and did decide to keep this order activeIt has since shipped and the tracking information has been forwarded to his emailWe agree that all of his shipping should be credited as well, and have credited the remaining $We take great pride in getting orders shipped in a timely manner, unfortunately a natural disaster prevented that from happening on this orderWe hope this satisfies the customers concerns and hope to be able to work with him again to prove why we carry an A+ rating
We regret this customer was charged twice due to an error by the merchant services company The duplicate charge of $was credited back on 10/21/ We also mailed a check on 11/1/ to the customer in the amount of $to compensate her for the overdraft fee We apologize for this inconvenience this may have caused Kind Regards,Vitality Medical
The customer ordered a bed package Order # [redacted] on Saturday October 15th and requested 3-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: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 dayWe regret the information provided to Mr [redacted] was inaccurate Mr [redacted] was charged $for the 3-day shipping We would be happy to resolve the complaint by either compensating Mr [redacted] $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 refundWe have left several messages with the customer that have not been returned He is welcome to contact our orders supervisor at 801-417-to resolve the complaint Kind Regards, Vitality Medical
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-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 $ 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 $
Our customer sent his original email on Sunday, 11/13/2016, requesting that we complete the business portion of his reimbursement formBeing closed over the weekend, his email was replied to on Monday, 11/14/ The customer sent another email with the same request on Monday 11/14/Our customer service support team replied to this email on Tuesday, 11/15/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)
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 you have experienced with this orderWe agree that these items should be available to ship quicklySince we send these to different warehouses, we may not be aware an item is on backorder until they receive the orderOnce we were notified that the item was on a backorder, our backorder team worked diligently to find it in another warehouseOnce we found that no one had it, we sent a backorder email on 12/28/2017, indicating it was due in on 1/14/We then, had been notified they were back in stock, so we sent the order over again, for shipmentAt 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/to the email address on fileWe try to let our customers know what we are told when it comes to their suppliesWe understand the importance of these products and work hard to get them out as quickly as possibleCustomer called on 2/19/and cancelled the orderWe cancelled and credited the full amount on 2/21/We apologize for the backorder and are working with the distributor to make sure these are stockedIf the customer hasn't found it anywhere else, please have him call inWe will confirm stock, process and ship his order via priority at no additional cost
Complaint: [redacted] I am rejecting this response because:II finally received the product on day (Jan 4, 2018)I have made a few attempts to have my additional postage returned to meI spent $for 3-day shippingMy last contact was todaywhen 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 emailI told the customer service person that I could not verify this because I could only access my email on the phoneSo I asked her to return a call within minute so that I could confirm the email stating that a return of the additional shipping charges would be returnedI never received a return call, and I never received an email stating that the shipping would be refunded as promisedAnd lastly, I checked my credit card to see if the refund had been returned and it had notThis is my only experience with the company, and the customer service and shipping was well below parI will try the product tomorrow 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 I thank the company for the offer to return the spare, but I will keep it Sincerely, [redacted]
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.
We regret our customer did not receive his complete order within the time-frame he paid forWhile 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 warehouseWe had an order in place with the manufacturer, with expedited shipping from them, however that item was not shipped out to us until 6/Normally we would have the manufacturer ship directly to our customer, however, Respironics will not ship to an end userWe are showing that this mask is due into our warehouse on 6/via FedExWe 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 againWe will credit the expedited shipping paid with an additional $discountWe 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 Sincerely, [redacted] ***
We apologize for the distributers price increase after finding an error in their systemPrice changes happen regularly in the medical product industry, and I wish we had more control over themUnfortunately, 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 againI 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 systemWould 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 againSometimes 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 stoppedThis is a call we will look into as a minute hold time is not acceptableA call back would have been a better solutionThe concerns this customer has, are not going unnoticedThey will all be addressed to see how things could have been handled differentlyCustomer service is important to us, and we will do what we can to make that happenWe 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 shippingHowever, 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
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 $ 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 againWe value Mr***’ business and hope this will restore his faith in our company
Our customer requested to make a return/exchange through our website on Jan 18th Per our returns policy our returns are processed in 1-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 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
I sincerely apologize for your recent experience with our companyWhile our returns policy states that returnable products may be returned up to days after delivery, the fact that our distributor sent you a similar item in error explains why you did not notice until the days had expiredOur returns manager emailed you a return label on June 2nd, stating that you would be refunded on receipt of the returned merchandiseI am happy to provide a copy of the email on requestWhile our records indicate that a return has not been initiated, I have gone ahead and refunded your credit card the full $(receipt attached)Thank you for your feedback as it will help us to improve our customer experience moving forward
We have searched our records and cannot find this email address listed anywhere in our systemWould 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 thisVitality Medical does not buy or sell email lists for marketing, and only email addresses provided to us from customersWe will reply further once we have the opportunity to see what email was received and confirm the address that received itThank you
I sincerely regret that Ms***’s order was not delivered within the promised timeframeWe credited her card for the full amount of the order, $ [redacted] , on April 28thPlease see the refund receipt attachedAlso attached is a copy of the email that was sent to Ms [redacted] informing her of the backorder status on the items
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 incorrectIt was eventually sent and I received it after several calls to their officeThis was well after the date that I called Sincerely, [redacted] ***
We are sorry to hear about the frustration our customer experienced with this orderIn 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 daysI do see where this order was received and sent to the manufacturer, within minutes, for processing and shippingThere was a delay in shipping because of the hurricanesCustomer was informed of this when he called in and did decide to keep this order activeIt has since shipped and the tracking information has been forwarded to his emailWe agree that all of his shipping should be credited as well, and have credited the remaining $We take great pride in getting orders shipped in a timely manner, unfortunately a natural disaster prevented that from happening on this orderWe hope this satisfies the customers concerns and hope to be able to work with him again to prove why we carry an A+ rating
We regret this customer was charged twice due to an error by the merchant services company The duplicate charge of $was credited back on 10/21/ We also mailed a check on 11/1/ to the customer in the amount of $to compensate her for the overdraft fee We apologize for this inconvenience this may have caused Kind Regards,Vitality Medical
The customer ordered a bed package Order # [redacted] on Saturday October 15th and requested 3-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: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 dayWe regret the information provided to Mr [redacted] was inaccurate Mr [redacted] was charged $for the 3-day shipping We would be happy to resolve the complaint by either compensating Mr [redacted] $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 refundWe have left several messages with the customer that have not been returned He is welcome to contact our orders supervisor at 801-417-to resolve the complaint Kind Regards, Vitality Medical
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-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 $ 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 $
Our customer sent his original email on Sunday, 11/13/2016, requesting that we complete the business portion of his reimbursement formBeing closed over the weekend, his email was replied to on Monday, 11/14/ The customer sent another email with the same request on Monday 11/14/Our customer service support team replied to this email on Tuesday, 11/15/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)
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 you have experienced with this orderWe agree that these items should be available to ship quicklySince we send these to different warehouses, we may not be aware an item is on backorder until they receive the orderOnce we were notified that the item was on a backorder, our backorder team worked diligently to find it in another warehouseOnce we found that no one had it, we sent a backorder email on 12/28/2017, indicating it was due in on 1/14/We then, had been notified they were back in stock, so we sent the order over again, for shipmentAt 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/to the email address on fileWe try to let our customers know what we are told when it comes to their suppliesWe understand the importance of these products and work hard to get them out as quickly as possibleCustomer called on 2/19/and cancelled the orderWe cancelled and credited the full amount on 2/21/We apologize for the backorder and are working with the distributor to make sure these are stockedIf the customer hasn't found it anywhere else, please have him call inWe will confirm stock, process and ship his order via priority at no additional cost
Complaint: [redacted] I am rejecting this response because:II finally received the product on day (Jan 4, 2018)I have made a few attempts to have my additional postage returned to meI spent $for 3-day shippingMy last contact was todaywhen 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 emailI told the customer service person that I could not verify this because I could only access my email on the phoneSo I asked her to return a call within minute so that I could confirm the email stating that a return of the additional shipping charges would be returnedI never received a return call, and I never received an email stating that the shipping would be refunded as promisedAnd lastly, I checked my credit card to see if the refund had been returned and it had notThis is my only experience with the company, and the customer service and shipping was well below parI will try the product tomorrow 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 I thank the company for the offer to return the spare, but I will keep it Sincerely, [redacted]
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.
We regret our customer did not receive his complete order within the time-frame he paid forWhile 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 warehouseWe had an order in place with the manufacturer, with expedited shipping from them, however that item was not shipped out to us until 6/Normally we would have the manufacturer ship directly to our customer, however, Respironics will not ship to an end userWe are showing that this mask is due into our warehouse on 6/via FedExWe 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 againWe will credit the expedited shipping paid with an additional $discountWe 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 Sincerely, [redacted] ***