Complaints

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• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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.

  My son was in end-stage heart failure, and coming home to hospice care. Dr. needed us to order Ure-Na Soluble packets as my son needed one daily. I originally ordered through Amazon. It first showed a ship date of a few days out. After I hit order and paid for it, it showed two weeks out. Too late. Immediately went back in to cancel the order, within minutes. I was told by the seller it is unable to be canceled. $52.36 T. So one of his doctors brought me the website URL and I was able to order through the company directly. $96.80. My son died only days later. Less than two mornings ago now. As I write you. Wayyy before these arrived. Among sending back his portable oxygen tanks, his IV pumps, and trying to grieve and funeral services, etc. I need to send these orders back as they showed up on my front door. Packages are unopened. I just needed to return. So I sent an email. You can see how it went below. Absolutely bad business. I deserve a refund at this point. At the least. According to Amazon, I can send it back and they were contacting the seller, but I’ve heard nothing more and I’m sure it’s going to be the same. They could’ve at least been professional if not the sympathetic of course. I know it’s a business. I’m tired. My son passed. In my arms. Explained it was shipping charges? But now I’ve paid shipping charges that were astronomical and also have to send back. And pay restocking? It’s just not gonna happen now. I don’t have it.

  Business Response

  Date: 07/11/2024

  Please see our return policy here.

  We offered the customer the option to return with fees which we use for patient who buy hundreds of dollars of products and then have end user die.

  ure-Na is often used end of life.  This is not an unusual case.

  The return of a medical product is not the same as a consumer product.

  In regard to the Amazon return, amazon has their own policies.

  The customer seems to be looking to be treated special financially because her son died, which is inappropriate.

  A gauge that the customer is looking for special financial consideration is that she is complaining about the Amazon return policy.  Amazon has on of the most liberal return policies of any retailer.

   

   

   

   

   

  Customer Answer

  Date: 07/19/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  Bad, bad business ethics; unapologetic. How dare you create a scenario that I was looking for special treatment. I was simply shocked at the fees, considering the high cost of the shipping to begin with in the fact that the original order through Amazon showed I would receive the product within three days, only to pay for it and find out it was at least a week out. May God have mercy on your soul is all I can say at this point. 
  
  Regards,
  
  **** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]