West Pharmacy

According to the name on the credit card transaction the customer name,  presented at the time of purchase, was [redacted], not [redacted] as indicated on the letter from...

Revdex.com.
 
Customer came in on June 16, 2013 at approximately 5:15pm wanting to return an Ice Pack with NO receipt and NO box.  She did not know when it was purchased.  I explained to her that we have a no return or exchange policy because we are mandated by Medicare-Compliance Accreditation and the Department of Health to protect the consumer due to the nature of the medical supplies we sell.  Signs are posted throughout  the store and are also printed on all receipts.  As a courtesy, I needed to identify by looking in my records for when in fact this ice pack was purchased from the credit card merchant copies.  I found that she purchased the ice pack on April 29, 2014.  That is 48 days from the date of purchase.  The norm for most companies that do return merchandise is customarily 30 days.  This customer was very disrespectful, very loud and was not willing to listen to anything I had to say.  She threatened to take a wheelchair cushion in place of the ice pack and that I could go ahead and call the police.  Then she proceeded to throw the cushion at me in front of other customers making a very loud scene and disrupting ongoing business.  As a courtesy, I suggested to her that I would contact the manufacturer in the morning and see if they could replace the ice pack.  Her response was "NO" I want my money back.  I told her I would contact her as soon as I contacted the manufacture and had an answer.  She refused to leave her telephone and would be back.  I did indeed contact the manufacture the next morning and they wanted me to send them a picture of the damage on the ice pack to determine if it was created by the consumer or a manufacture defect.  After two days the manufacture contacted me and said they would replace the ice pack.  They also said that the damage was caused by a sharp object that caused a puncture in the bag and NOT a manufacture defect.  The consumer came in approximately 2 days 
(June 20, 2014)  later and I offered her the new ice pack and she said she didn't want it.  She wanted her money back.  At that point I decided that she was not worth arguing with her and refunded her $69.15 back on her credit card with the name of [redacted].  I have been in business for nearly 27 years and have never had any type of issues with the Revdex.com and would like my record to remain a clean slate.
If you should need to contact me regarding this issue, I am available Mon-Fri from 12pm to 6pm at ([redacted]
 
Thank you for your time,
 
Respectfully,
 
[redacted]

Review: I went to West Pharmacy to return a faulty, leaking $60 ice pack. I had proof of purchase. The owner of the store refused a refund, exchange or store credit. The woman stated that because they are a "Mom and Pop" business that they cannot refund or exchange products even if they are defective. A sign posted at the pharmacy checkout reads, " Valued Customer: Due to the NEW health accreditation law, all items sold at West Pharmacy are not returnable or exchangeable (includes opened and unopened items) AT ANY TIME. We apologize for any inconvenience. Thank you, Management" I am unaware of any "new healthcare accreditationlaw". If there is one, apparently they are the only pharmacy affected by such law. Another sign states, "No exchanges, refunds or returns"Desired Settlement: I would like my money refunded.

Business

Response:

According to the name on the credit card transaction the customer name, presented at the time of purchase, was [redacted], not [redacted] as indicated on the letter from Revdex.com.