Joni N.
Received wheelchair with Rips in the…
Received wheelchair with Rips in the back, contacted customer support and Sergio said a replacement with be sent, great! Nope, they only sent the back of the chair not a complete replacement which was not transparent and when I said I was anticipating a complete replacement he was rude Definitely will not buy from them!
Response from Med MartFeb 4, 2025
Hi there, First and foremost, I'm sorry that there was a rip in the back of the wheelchair which had to happen during the shipment. I reviewed this case and the communication in regard. I see that the delivery was made to the physical therapist and there was no known damage at the time of delivery or marked as damaged on delivery. Although that's typically required for damaged shipment replacement items, we advocated for you with the manufacturer and Sergio advised in writing that they have agreed to send a replacement back on 1/22/25 and a reply was received within the hour "Thank you kindly!" I'm not sure where else the communication would have fell short as I was fully prepared to use this order as an example of how we can improve for our customers. The manufacturer will not send a whole new wheelchair for an unmarked shipment damage issue especially of cosmetic nature and not structural damage. We don't ever want to project anything rudely in any way so I do apologize for anything that may have seemed that way. Thank you for your review with us and we're happy to help in the future if there's anything needed further. Kind regards.