Complaint / Review
EGeneralMedical.com
Shipped a substitute product without asking permission, promised a full refund, never provided refund, lied to BBB

On 06/06, I placed an order (order number 69241) with eGeneralMedical.com for two 32-inch PikStik Industrial reachers (model I-321) at $21.25 each for a total of $52.34 including shipping. I paid for this order using PayPal. When my order arrived, I found that it contained two PikStik Pro reachers (model P-321) instead of the two PikStik Industrial reachers (model I-321) that I ordered.

I contacted the company and spoke to Scott Respess, one of their Customer Service Representatives, about the error. Scott investigated and said that the PikStik Industrials were out of stock and that the PikStik Pros were shipped instead by mistake. He said it was not an intentional substitution.

Scott told me to keep the two PikStik Pros and that he would have a credit issued to me for the full amount I paid, including shipping ($52.34). He sent me an email message confirming these terms and that I was to receive the full refund. I have never received a refund of any amount from eGeneralMedical.com.

I filed a complaint with the BBB, but since eGeneralMedical is not a BBB member, there isn't much they can do. EGeneralMedical responded to the complaint with a several untrue statements, and I can prove these are lies.

I have copies of email messages from Scott Respess (Customer Service Representative) and Shannon Sauls (Customer Service Manager) promising full a refund and telling me not to return the incorrect items they sent.

I have spoken to the manufacturer, and they deny that they were ever contacted about this transaction by eGeneralMedical. They also verified, as does their website, that the PikStik Pro is NOT an upgrade to the PikStik Industrial, and that the PikStik Industrial is the better (heavy-duty) and higher-priced model.

I am a disabled senior citizen on Social Security with no other income, and I cannot afford to have even a small amount of money taken from me. I cannot use the PikStik Pros that they sent, since they cause a lot of pain in my arthritic hands. EGeneralMedical did took my money and sent me merchandise I cannot use and now refuse to correct their mistakes and honor their promises. They are dishonest and should be avoided like the plague.