L J.
Lacking customer support
As easy as it was to order from them, the item was left in the middle of my sidewalk in an extremely heavy wooden crate that I had to break apart myself which took hours and I needed tools. The Sara steady we ordered ripped after 11 months and Medmart has no customer service person you can actually talk to get support. Everything is done by messages and they do not offer assistance aside from charging almost as much as the original item just for a replacement part. I would not purchase from them again. Update from response - there was no shipping info provided as to how it would arrive and that I would need tools. I requested multiple times to talk to a supervisor and I was always told 1-2 days and it never happened. Everything was done through chat and your rep typing answers in all caps needs retraining. We contacted 1 week after the 1 year mark of receiving the item and it wasn’t even used for a year so the product did not last a year. Charging almost $600 for 1 part is very high. I would like info to reach out to the manufacturer direct since I have not received any assistance from med mart. Seeing that I had to write a review to get a response says a lot about customer service. You are only concerned about reviews.
Response from Med MartOct 30, 2023
Hello, This review came without an order to attach to review. I suspected that because this does not sound like our company at all. We are available by phone, in the simplest manner, 6 days a week and for items purchased with us, we charge our cost for parts, not an upcharge. Please provide more information verifying this review. Thanks! EDIT 11/3/2023 Thank you for more information to locate this order! Your order was placed September of last year and initially it looks like there was a 1 business day delay of the delivery due to a typhoon in your area. The Item you ordered ships fully assembled and in a crate. It doesn't appear that you called in for ordering or product assistance prior to ordering which is perfectly okay however we would have informed you exactly how it ships and what that entails ahead of time. We also offer premier in-home delivery for larger more cumbersome items, that service wasn't selected at the time of the order. We do our best to keep orders noted in real-time and from Sept of last year until October of this year, we didn't hear from anyone on this order, so that's good news that everything appeared to be going well. The part that had damage was not under warranty per Arjo Huntleigh and we quoted what that broken part would cost to replace at our cost, not an upcharge to you. We understand you feel it should be under warranty and wish it was for you too. We don't like to be the bearer of any kind of negative news. Repairs has a very tight ship that they have to run and to keep helping people in the order in which they come in and to be sure everyone is addressed within 24-48 hours, they do use their email and voicemail to keep their world aligned and organized. The knee part that is ripped on your equipment is nowhere near half the price more less the price of the equipment that you ordered so there's certainly some confusion there. The quote is valid for 30 days from the manufacturer if you would like to get this ordered and sent out to you. Again, we would have preferred to advocate for this under warranty and get it replaced if it were still under warranty. It's a pleasure to continue to assist you if you'd like us to. Thank you and kind regards.