Gene
Previous experience with Express…
Previous experience with Express Medical Supply has been favorable. On this occasion, I am extremely dissatisfied. I made an online purchase. I was invoiced correctly, however my bank account was charged twice. MES claims the first attempt was rejected or something like that so they charged my account again...twice! For the same purchase. Now both charges are pending in my bank account and the double billed amount is unavailable to me. I understand that the problem now lies with the bank for resolution and that the banks policy of 3-4 days to correct the problem is an issue I have with my bank. However, the initial problem with MES double charge is solely the responsibility of MES and I hole MES accountable. During my first call to MES to rectify the problem, the customer service agent was curt and disrespectful. I ultimately discussed the matter with her supervisor, who treated me with a measure of respect. I do not know whether the problem with the initial recharge was based on MES policy or employee decision...I suspect this is programmed. Either way, I do not care. I consider this methodology unfriendly to the customer. I intend to publicize this negative experience to save others the trouble. I will reach our to my urological support team with this info and will publicize this event on social media.
Response from Express Medical SupplyAug 4, 2020
Gene, I am sorry you have had a negative experience with your order. I hope I can help clear up some of the confusion. When you placed your order there was a problem with the information that you had provided so your bank provided a mismatch. This caused the order to fail. However, when you pressed the confirm button, you are telling your bank to hold those funds so they did. Now, that first order did not go through so the funds did not leave your bank. We did not collect the money for that order. The second order you placed, you corrected the error and the charge went through, we collected the funds and sent your order to you. The pending charge will be removed by your bank based on their policies. We can not change how that system works because it is based on your bank. We did not charge your card twice. You placed two orders but one failed. I hope this helps clear this up. I am so sorry you are frustrated by your experience. If you have any other questions or concerns, you can reach us at 1-800-633-2139 and we would be happy to discuss it with you.