Scott W.
EXTREMELY unimpressed
So far I am EXTREMELY unimpressed. Your company was recommended online and had good reviews. Didn’t see any negative ones. I wonder if you scrub those somehow??? You weren’t the least expensive company online for a cpap machine. I called another one who was $200 less for the same machine. I called them because their website wouldn’t allow me the option to upgrade shipping. When I called, it was some outsourced office guy who didn’t know anything about the company or the equipment, could not upgrade my shipping or even take my order- seemed very unprofessional for a medical equipment company, so came to yours. What I liked about your site was that you offered me the bundle with the So Clean and offered upgraded shipping without a phone call. Your standard FREE shipping said 1-4 days so I decided that was fine. I placed my order for $829 and printed my order confirmation and went on about my day. FOUR days later, I don’t have my equipment or any kind of a notification that it has been shipped or anything. So I call your Customer No Service line. Nobody seems to know anything about my order. I’m told somebody will call me back. So I hang up the phone and continue to do my work. About 2 hours later I get an email (not a phone call). By the way, I’m at work too and I have more important stuff to do than sit around watching my personal email, as do MOST working adults. So about an hour after I get that email, I happen to check my emails on my phone and there it is- “Me Wade, we need your prescription before we can ship this to you.” Ok great. Thanks for letting me know that 4 DAYS AGO when I placed my order! So I then called back to your customer no service and spoke with somebody in “fulfillment”. I asked why nobody bothered to call me about this in 4 days. I was told “we sent you and email”. Well I didn’t receive that email. “Well did you check your SPAM folder?” No. I didn’t know I needed to. Besides that, I didn’t send you $829 of MY money for a mask that makes me look like Darth Vader just for fun. It wasn’t sent to you just to HOLD! If you have my money for a product I PAID you for and the only reason you haven’t shipped said product is because you need my prescription and you haven’t gotten a response to your email in 4 days.... don’t you think that MAYBE the right thing to do by your “customer” would be to give me a courtesy phone call???? Ok so now that we’ve established that you need my script, you tell me to get it to you by 2pm so it can be shipped that day (4 days after I ordered it)- and still will arrive in about 4 days. No offer of upgraded shipping or discount or anything. So I call my doc and get the script sent over. So then at 4pm, I get a phone call from fulfillment. They got my script on time (over 2 hours ago). By the way I’m a car salesman and I happened to have a customer in front of me this time so it’s a little hard for me to be on the phone or make additional phone calls at this point. They tell me they need to know if I need just a single pressure machine or a dual pressure machine. I have no clue what any of this means! First of all, y’all are the “experts”. If that was a concern, why didn’t you ask me that while we were talking about my prescription?? Because now I have to find this info- later today or most likely tomorrow which means you’re now not shipping my stuff for at least another day, maybe 2. Second of all... you had my prescription. It should tell you what I need exactly, or at least there was a contact # for the Doctor so YOU could call to verify. Oh yeah, and by the way, if you need the dual pressure machine that’s gonna cost you $150 MORE! Which is probably another reason you should have addressed it on the initial phone about the prescription! Ok, so now we get all that handled. Then a whole week goes by (including Christmas) so 4 more business days- Thursday, Friday, Monday and Wednesday. I call on Wednesday to ask why my order hasnt been shipped yet. The lady in fulfillment has to call me back while she looks into it. An hour later she calls me back and blames FedEx for the “mix up” and tells me she’s just going to overnight it to me. My order never showed on the website as “shipped”- always as “Awaiting Fulfillment”. That would mean YOUR fault, not FedEx because there wasn’t a tracking number on it so it was never given to FedEx to be shipped. Nevertheless, she offered to have it overnighted to me so I didn’t call BS I just let ride. Later on I get an email with a tracking number. So I clicked it to track it but FedEx website says that tracking number doesn’t exist. I decided not to call, just wait till tomorrow (today- a full 2 weeks since I placed my order) to see if it shows up. Miraculously, it did arrive at my house today! So I get home from work at 9pm and I open up the box. Guess what? You didn’t send me my So Clean! That’s like $200 worth of equipment from my $829 order- and ONE of the reasons I bought from you. The other companies didn’t offer it as part of a bundle. So then I have to call your Customer No Service line AGAIN- after hours no less. So really all I could do tonight was complain to somebody who has no power to do anything and really no responsibility for my dissatisfaction with your company! Now, I have to wait on your call TOMORROW while I’m at work trying to do MY job! As if I really have time to deal with this! The whole point of doing business online is CONVENIENCE, but you’re making it very NOT convenient!