Ref: Apex 1280 Men's Ambulator Conform Shoe - Velcro Sandal 1280M-10.5/11-W
The Purpose of this correspondence is to advise you that I believe the management of Allegro Medical has violated the intent, if not the letter of step 4 of their return policy as stated below:
Step 4 return policy:
"If you are returning an item that is defective or shipped in error by AllegroMedical.com, we apologize for your inconvenience. We will reimburse you the delivery costs and the cost to ship the product back to us. For any other return, you are responsible for the original delivery costs and the return shipping expense".
I am a 75 Y/O diabetic with several "hammertoes, the top of one, which had been injured, and had a wound that was in the process of healing. The item described in reference is identified, in the Allegro catalog description, as specifically designed for hammertoe conditions.
On 12/12 I ordered this item (Order Number: AMC-9885-07320) via Allegro's online catalog, delivery (approximately 14 days later) was acceptable.
Upon putting on the sandals and walking no more than three steps, I noticed a sharp pain in the injured toe and that it had begun to bleed. A few days later I called Allegro's Customer Representative, described the defect in the design (for the specific purpose) of the sandals, requested return authorization and a full refund of all costs, including shipping costs (both ways).
The Allegro Customer Representative was both courteous and friendly. She gave me a return authorization number and shipping address. She indicated she would pass my refund request to her Management. The returned item was delivered to the address of Allegro, s return facility in Los Angles, CA at 9:28AM on January 22.
Upon checking my credit card statement on (2/27), I found that no credit had been applied to my Visa card and again called the Allegro Customer Service Representative, requesting a refund of cost plus shipping and was told she would check with her supervisor and get back to me. I again called on 2/28 and spoke with the same Customer Representative she assured that a refund would be made immediately and checked with her supervisor as to return of shipping costs while I waited. Upon returning to the phone, she expressed her was sympathy but told me the Management position was "if the product was not defective, shipping costs would not be refunded."
As a retired business owner and manufacturing design engineer, I believe a defective design is a much more serious problem than a defect in an individual product item itself.
While the product was manufactured in a third world country from inferior material at a cost probably less than the approximately $20.00 spent in shipping it would have served my purpose had it been of a design compatible with the condition for which it was advertised.instead, as a direct result of the product, I have a toe with an aggravated injury that still has not healed.
A refund of the original price, less shipping was not credited to my credit card account until 3-10
I believe the defective design of the item ordered should, as a minimum, qualify it for a return of all shipping costs.
I further believe the discomfort I have suffered and the delay in healing is a direct result of faulty product design.
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