On August 8, I searched the web site for companies specializing in wheel chair cushions that would assist my 74 year old father with the elimination of pressure sores.
My father suffered a stroke that left him wheel chair bound and unable to control the weight of his body.
While browsing through the varies companies on the web, I located Planet Mobility. This company had a wide range of cushions to chose from and I selected it over other companies because of their show room.
The Cushion that interested me was their High Profile Quadtro Select Cushion. The retail price was $349.00.
On August 8, I placed an order by telephone with an operator who identified herself as being Stacey. Stacey took the pertinent information from me to start my order. She provided me with Customer number 362143. She informed me that my merchandise should arrive at my residence within 3-5 business days. But failed to provide me with the total cost of my order prior to terminating our business deal. I was forced to telephone the company back on the aforementioned date to obtain that information.
On August 15, I telephoned the company and spoke with Stacey about the status of my order because I had not received it. I was placed on hold 5 times and in between those times, I spoke with varies operators, who could not provide me with my request.
When Stacey finally returned to the telephone, she stated that she had to contact the warehouse to ascertain a shipping date. She stated that she would call me back but never did.
On August 16, I spoke with Stacey again and again, she could not provide me with any information. I also spoke with numerous operators who basically placed me on hold and gave me the run around.
On August 19, I obtained the name of Stacey's supervisor and contacted him. I spoke to a Mr. Michael Woods who was apologetic for the treatment I had received. Mr. Woods researched my order and informed me that my merchandise had inadvertantly been sent out of the country to obviously the wrong location.
Mr. Woods apologized again and informed me that he would re-send my merchandise buy over night mail and I should been in receipt of it no later than Saturday, August 20.
I informed Mr. Woods that if I did not receive my merchandise by the date he prvided, he would certainly hear from me on Monday, August 22. Mr. Woods stated that I could call him at anytime if I had a problem.
On Saturday, August 20, My father and I waited all day long for this package to arrive. But needless to say, we did not receive it.
My father was initial excited that I had found a company that would help releive the pressure on his rear end. He was equally excited to hear that we would have the cushion on Saturday, August 20.
His disappointment was overwhelming to the family when the cushion never arrived.
True to my word, On Monday, August 22, at 0930 hours, I contact Planet Mobility via telephone and requested to speak with Mr. Woods. I was told by an unidentified operator that he was not available and would become available around 1230 hours. I left a message for him to return my call.
At 1347 hours, I telephoned the company again because Mr. Woods had failed to return my call. After being placed on hold for 15 minutes, Mr. Woods finally picked up the telephone.
I informed him that he had breached his promise to me and that I had not received my merchandise. He gave no explanations as to why he had failed to ship my order as promised. I then demanded that he creidt my fathers account and provide me with a confirmation number. He stated that I should call back later for my request. When I asked to speak with someone higher in authority than him, he informed me that he was the owner of the company.
I then informed him that I would be lodging a complaint against the company with the Better Business Bureau as well as making my dissatification public via the Web site. His response was Okay. I further informed him that if he failed to credit my account today, I would seek legal action against him and his company. His response again was "okay".
I immeidately went to the Web Site and located this agency to file my complaint.
I cannot believe the run around and the unprofessional manner in which my order was handled. I cannot believe that a company sspecilaiziing in assiting the handicap with some type of physical reliefs would conduct business in this matter.
I will be updating this complaint as to the end result.
Diane
Hamden, Connecticut
U.S.A.
0 comments