Coritza C.
My boss purchased a hydraulic lift for…
My boss purchased a hydraulic lift for his wife a year ago. September of 2024 we started having issues with the pump. We contacted Med-Mart, the repair department decided to shipped a new pump for the lift. They sent the product to the wrong address. This is where the conflict starts, Daniel Guerra who was the representative I was communicating with via email NEVER confirmed with the shipping address to manufacturer warehouse. They never apologized for their error and they shipped out a new pump but wouldn’t give us the tracking number for some odd reason. At this point I was infuriated because my boss’s wife who isn’t bed bound was now bed bound for two week counting today 9/18/24. I expressed this with anger and Daniel Guerra and Margaret Ryan Ecommerce Coordinator Director of Customer Relations DID NOT CARE AT ALL. They were only concerned with my tone because I was SO ANGRY at the lack of compassion they both have when it comes to my patient who at this, was suffering. I told Daniel Guerra that my boss would be extremely upset and would sue due to the lack of professionalism and he said “That’s okay!” Margaret was speaking to me as if I was her daughter scolding me because I was sick and tired of their lies and cover up. Margaret and Daniel blacklisted my number from ever contacting Med-Mart for anything in the future. That should SPEAK VOLUMES. Eventually I spoke with a Darrell Flunker who is godsend and an angel in disguise. He resolved everything in a matter of minutes and reassured me that this will never happen again. Thank you Darrell we need more people like you ❤️. I’m giving this review a 1 star because of my experience with Daniel Guerra and Margaret Ryan who truly needs to be terminated. Part 2: Daniel & Margaret deserved every word said to them, I don’t regret anything I said to them. My boss and I never received the part. Patient is still bed bound until God knows when. The part was suppose to be delivered yesterday but it wasn’t because Daniel never add the apt number to the order. That’s doesn’t help at all! We had to contact FedEx to resolve the issue and it was resolved last night. What’s INSANE is, in the emails, if you read correctly Daniel said he did not have a new tracking number to provide us he was waiting for the manufacturer company to provide it. I wonder how long we would’ve waited for that. Another mystery! When I called your corporate office and spoke to Darrell Flunker he had it. So Daniel and Margaret are complete LIARS!. When we finally checked the new tracking number on FedEx website. The part was shipped out 9/16/24 Monday. But Daniel “Had no information” but Darrell Flunker did 🤔. Cry me River about the profanity I used I DO NOT CARE! Moving forward we will be dealing with Darrell Flunker. You can’t keep my number on the block list too! We spoke to Darrell about this too. Keep playing with us and your company will be refunding my boss for the entire hydraulic lift if we never receive the part. Then we will leave a review with the BBB & legal proceedings after. We wish Daniel and Margaret best as well! Daniel’s heart will heal with time. Tootles!.
Response from Med MartSep 19, 2024
Hi there, We are aware of this occurrence and every step along the way was dissected by our management team prior to your call with Margaret yesterday. We are not in the business of arguing or being combative with our customers, no one here on our team would ever be unkind or unhelpful to our customers. You had an unfortunate situation and needed a part for a patient of yours. This means you are in some kind of position of caregiving. We are also. Our repair team quickly resolved that issue and as Daniel confirmed for you in writing many times, provided the only and accurate address we had on file for this part to ship to and it was electronically transferred over just as the lift was a year ago and delivered successfully. The error was with the manufacturer as to why it shipped to a different city but the moment that discovery was made and we were informed about it, Daniel quickly stepped into action and another part was sent again and was out for delivery yesterday. All of this is in writing, and you were informed as much as we were throughout the process. The issue occurred when you proceeded to shout profanities and calling him disgusting derogatory names in which he ended the call as management instructed him to. When you called back in to place a complaint on him with management is when you also chose profanity and to place blame and simply wanted to argue to Margaret when she gracefully attempted to explain how this was an error out of our control. The problem was solved expeditiously and you were apologized to, several times, in writing and on the phone. We strive for perfection and always will but everyone making the world go around are human which sometimes has an error that no one is happy about. We don't have to strive to be kind because that's simply who we are. It makes the world such a better place. We wish you well.