Help Medical Supplies
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Shipped wrong product, calibrated incorrectly; won't replace/refund; rude/argumentative phone call.
This company shipped me a product that was not what I ordered. It was the same brand and product name, but it was the "portable" version of the CPAP with no humidifier. It was, in fact, so similar that I did not notice the difference right away. I started using it, and the air flow was so awful that I could not keep it on for more than a few hours at a time. (I had used a different machine successfully in the past, so it's not that I was unaccustomed to using a CPAP mask.) I had to bring it in to my medical provider and they determined that the settings were not what had been specified in the prescription. When I contacted Help Medical Supplies, they said that because the item had been used, it could not be returned. There was no apology and absolutely no acknowledgment that THEY SENT ME THE WRONG THING. I could understand not accepting, for instance, a used mask... but this is a machine. It could be used by someone who actually wanted a portable CPAP. As it is, I am out $580. Very disappointing and frustrating. UPDATE: After I was told I could not return the product, I emailed "Colleen," saying, "Thank you for the clarification. I think your company is dishonest and has shameful business practices. The machine you sent me was not only not what I ordered, but it was not calibrated properly. I will be sharing my experience and this opinion via social media." I then got a phone call from a representative of the company who proceeded to ARGUE with me and RAISE HER VOICE, implying that I was stupid for not having compared the picture on the website to what I'd received. Even if that were true, how is that helpful?! "If you'd woulda called us, we woulda corrected it," she said. This woman then said, "COLLEEN TOLD ME YOU WERE GONNA GO ON THE INTERNET AND SLANDER US." Really?! Oh my God. She hadn't even bothered to go online and see if I'd written a review. If she had, she'd have seen that EVERYTHING I SAID WAS TRUE. Dropping this down to one star because of the completely clueless customer service. (If I'd been in the position of the company, I would have said, "We are so sorry to have shipped the wrong item. Unfortunately the product cannot be returned because it has been used. However, we understand that the error was ours to begin with, and we would like to offer you a $___ credit, or a ___% discount on a replacement product, as an apology.")