Ashley T.
Customer Service is Lacking
I tried to ask for the company's president's mailing address and name, and got the following response from Redigo Mateo: "The President and owner are overseas as they are in the UK." When I replied by saying I still wanted the address, I received no response. Without going into the details, I wanted to express to the president of the company that there is a lack of customer service provided by Medisave employees. The three people I have been in contact with, Redigo Mateo, Serena Silpot, and a male supervisor lack any compassion for or understanding of their customers. The difficulty of getting the mailing address of the president shows just how inaccessible Medisave is and how non-customer service oriented they are. Regarding my particular experience and the long process of ordering just one item, never once did I receive an apology for any inconvenience caused. The employees never acknowledged my frustration, nor did they seem to care. I regret completing my transaction with Medisave, and I will not be doing business with them again. I will also be sure to tell others to do the same. ********** Reply ********** Dear Melissa, Thank you for your prompt response. However, I find the amount of replies I have gotten from your company in a two day period very peculiar. I had tried three different methods—calling, the online chat service, and email—over the span of almost two weeks to get the information I requested. As you already know, I received no help. I also used Medisave’s private helpdesk to express my dissatisfaction before writing my review here. Again, there was no reply. Conversely, once I published a public review on this site, help is endless. One email I received yesterday stated that an employee named Fred gave me the information I needed. I do not ever recall being in contact with a “Fred.” That same email and your reply here state that I asked for Medisave’s president’s personal address. I would never request such information; asking for that information is unprofessional and inappropriate. I wanted the company address that would most likely ensure that my letter reaches him. In response to your statement that the reviews Medisave receives are “overwhelmingly positive,” I completely agree. On this site, Medisave is rated a very respectable score of 9.5 out of 10. I have gone through many of the reviews, and they speak only to speedy shipping times and satisfaction with the product. I am speaking to the quality of customer service provided when issues arise. Lastly, I appreciate the discount offer, but my intention was not to receive one. The purpose of this review was to inform others of the frustration that may arise when purchasing from Medisave. Sincerely, Ashley
Response from Medisave US LLPMay 23, 2013
Dear Ashley I am very sorry to hear this. We pride ourselves on our customer service and the vast majority of feedback is overwhelmigly positive. I have asked our team to provide the details of your order and transaction so that this may be looked at as a priority and I will respond as soon as I have further information. I will look into a means to compensate you for the problems you have experienced and will do my very best to have a detailed response for you as soon as possible. With sincere apologies Kind regards Melissa Denton Update**** Dear Ashley I have spoken to the customer services team and they have advised that they did give the personal e-mail of the president of the company but having spoken with him, I do not believe he has received an email from you as yet. They did indicate they did not want to give his personal residential address, but we could have given the business address which is on the website, and correspondence would have been passed to him. With regards to the communication, I am very sorry that you feel there was a lack of compassion and understanding. This is one thing that we pride ourselves on and your comments have been passed on to the team who are very sorry to hear you feel this way and can assure that this is the last thing we would want you to feel. Should you consider ordering from us again, I would be very happy to offer discount on your next order and you can e-mail us at [email protected] to obtain a code. Please do accept our sincere apologies for any upset and inconvenience caused. Kind regards Melissa