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Business Profile

Orthopedic Appliances

DME-Direct Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Appliances.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/05/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order (#**********) for the ******** Cervical HomeTrac Deluxe and paid $406.99 on May 29, 2025, through DME-Direct's website. The order was subsequently closed by the merchant, and the system indicated that a refund had been issued. However, as of today, I have not received any refund in my ******** credit card account. Attempts to contact DME-Direct have been unsuccessful, as they have not responded to my inquiries. I am seeking a full refund for the closed order.

    Business Response

    Date: 06/06/2025

    MOST IMPORTANT ****** HERE TO A CUSTOMER - CHECK YOUR EMAIL!

    Jun 5, 2025 10:58:12 AM Closed Customer Not Notified
    Hi Yunwen - I wish that you had called us because we have the traction units here but were uncertain about how long you were staying at that hotel! It takes a full week to get from ********** over to ************** so we didn't want to send it until we reached you. Since we couldn't reach you, we DID refund the order: Refund Detail For ID: ******** Receipt Refund Amount $406.99 USD June 3 It might take another day or two for you to see the refund back to your credit card, but we applied the refund TWO days ago. Regards, ****
    Jun 3, 2025 9:57:04 AM Closed Customer Not Notified
    We refunded $406.99 offline.

    Jun 3, 2025 9:56:55 AM Processing Customer Not Notified
    ge - we can't reach him and this takes a week to get to NC so refunding now: Refund Detail For ID: ******** Receipt Refund Amount $406.99 USD Jun 03

    May 29, 2025 2:25:58 PM Processing Customer Not Notified
    WC: I called the hotel and spoke to *** ***** who said she would message the customer for us because she does not think they will be guests there for that long. I shared both of our numbers, the customer's name, and the reason for the callback request.

    May 29, 2025 11:09:05 AM Processing Customer Not Notified
    ge - when he/she calls, we DO NOT WANT TO SEND THIS POSTAL. We need to know when they are there at the hotel so that it can be safely delivered -

    May 29, 2025 11:07:46 AM Processing Customer Notified
    Hi - We are looking at your order for the ******** CERVICAL UNIT and needed to reach out to you about the time frame for this to arrive. Please call us as we do require a signature for this item to be delivered. Regards, ****

    May 29, 2025 8:13:47 AM Processing Customer Not Notified
    Captured amount of $406.99 online. Transaction ID: "********"

    Transaction Information
    Merchant
    DME Direct Inc
    Merchant Account
    ******************************
    Transaction Type
    credit
    Refund
    yes
    Amount
     $406.99 USD
    Transaction Date
    Jun 03 2025, 12:56 PM EDT
    Tax Amount
     $0.00 USD
    Tax Exempt
    no
    Purchase Order Number
    3000916499
    Order ID
    **********
    Status
    Settled
    Settlement Batch
    2025-06-03_DMEDirectInc_instant_j7dkytd5
    Refunded Transaction
    6tt18ee5
    Acquirer Reference Number
    52653845154718308456722

    Customer Answer

    Date: 06/09/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Regarding complaint #********, I have since received further information from the company that clarified the situation. I appreciate their efforts, and I consider the matter resolved. Please mark the case as resolved. Thank you.

    Sincerely,

    Tifan Chueh

DME-Direct Inc is NOT a BBB Accredited Business.

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