Complaints

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.

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a ******** electronic stethoscope for $349. Fortunately it came with a two year guarantee, but in order to get the guarantee you had to pay your own shipping back to the company. I submitted my credit card charge for $98whichy was to be refunded if they found the problem was a warranty issue, I did subsequently have my $98 refunded to my credit card account. However, I was charged $70 for an overnight shipping charge for an item that weighed less than 1 pound. Which was to be refunded if they found the problem was a warranty issue, which they did I did subsequently have my $98 refunded to my credit card account. However, I was charged $70 for an overnight shipping charge for an item that weighed less than 1 pound. When I inquired about the $70 shipping charge, I was informed that I selected that shipping return, however I do not remember that. I did read that I would pay a the shipping charge to send it back to me. When I called to inquire about why my credit card had been $168 They informed me of the $70 shipping charge that I agreed on. When I ask why there was a $70 charge, they said because it was sent to me overnight requiring a signature. However, the package did not arrive overnight shipping nor was any signature obtained for the return that they said they required. I called the company to try to resolve this problem over the telephone. The customer service *** did not offer much help and did not tell me if there would be a resolution or any correspondence at all. It has been over five days now and I have received neither a correspondence or a refund tomy account. I did ask their sales *** to provide the signature which they said they required, but I assured them they would not be able to produce a legitimate signature Im hoping get this resolved quickly and to do so I am requesting my $70 be refunded. Since I did not receive the service they said I was provided nor did I request that service in the first place. Dr ******

  Business Response

  Date: 03/31/2025

  Regarding the recent repair service order, the customer chose overnight return shipping with signature. While we refunded the $98 service fee for the in-warranty stethoscope, the $70 overnight shipping charge is non-refundable. Please see the attached documentation for the original order and ***** delivery confirmation.
  
  
  As stated in our online repair policy Thinklabs Repairs, customers select their preferred shipping method during the order process. The default option is ground shipping at $12, and the customer specifically chose overnight shipping with signature from the provided options.
  
  
  The customer contacted us on March 26th at 10:00 AM about the refund, and I responded twice that day, at 3:22 PM and 4:10 PM, providing the order details and delivery confirmation (see attached)
  
  
  Our policy also states that repaired stethoscopes are typically shipped back within 1-3 business days using the method selected at the time of order. In this case, that was ***** overnight with a signature.
  

  Customer Answer

  Date: 04/10/2025

  The problem here is the customer is always right. The alleged signature is not a signature but a typed *. ****. Our house is empty everyday of the week. No people here. So where did the signature come from and who is A KING? Please produce a real signature, which you cant or refund my money.  
  Dr. ****** ******
  

  
  

  Business Response

  Date: 04/21/2025

  As indicated on the delivery confirmation, the package was shipped via ***** Overnight Priority with a signature requirement. According to ***** tracking records, the package was delivered and signed for by an individual identified as *. ****.

  While we understand the customer disputes the validity of this signature, the delivery is still confirmed by ***** and the customer.

  As a gesture of goodwill, we have issued a refund of $10the difference between the cost of Overnight Priority with signature ($70) and Overnight Priority with no signature ($60).

  To pursue further resolution regarding the disputed signature, we recommend that the customer file a claim directly with their local ***** Office.