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:08/25/2022

  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.

  Order date - 8/4/22, total purchase price $78.48, order number 040822-032 I contacted pulse uniform after receiving a jacket I ordered. Upon opening the package I discovered the jacket was the wrong size (Medium). I contacted the company through their chat and the customer service rep tried to help. I told her I placed an order on 8/4/22 but I had called in to the company on 8/10/22 or 8/11/22 to complete payment info and verify size. I explained that the emails I previously received had the wrong size and it showed a Medium and I needed a Large. I was assured it would be taken care of when I called to complete payment in 8/10 or 8/11. In the chat initiated on 8/22/22 ****************** reviewed order and wrote in the chat the order should have been a Large. She asked me to take pics of size tag and include in chat. I did as requested and then she stated she would contact me the next day. On 8/25, I received email and they said it was not exchangeable/returnable due to embroidery. I called in and spoke to ****** and explained that they told me in the chat (pics forwarded) that they had the correct size on the order (L). I also explained that this was not on error on my part and I just wanted the correct size. I proceeded to tell her that on their website (pics forwarded) the return policy states embroidered scrubs could not be returned. It did not state anything about other items unless related to scrub uniforms. I requested a corporate number and was told by ****** that they did not have a contact number for anyone. She told me I could receive a discount on another order. She said she had 2 orders and they processed a medium. I explained that was not my fault and I did not feel that because they selected the wrong order I should be out a jacket or my money. I am requesting a refund or replacement in correct size (Large) without having to pay for it. I do not want to incur extra expenses for something that was not my fault. They should be correcting their mistake.

  Business Response

  Date: 08/26/2022

  Hi Team,
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.

  We value the customer's feedback and we are very much willing to help and resolve the issue. 
  We have thoroughly checked the order information and confirmation and appears that the size ordered is in Medium.                                                                                                                                                                             All messages, calls and chat history were reviewed, however, there was no size change request for the order. 

  Since the order non-returnable/non-exchangeable due to its embroidery, we can offer is a 50% off for the specific purchase in question or 50% off for the next order, as a courtesy. One of the representatives will be in contact with the customer. Thank you.

   

  Sincerely, 

   ***********************

   

• Initial Complaint

  Date:08/23/2022

  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.

  Purchase date 8/10/2022 Order # ******-008 I placed an order for for uniform sets.I tried on one top and discovered it was too small for **** am 6'2 at 225lb.I have no way of knowing if the size I selected is the correct size for my body type, since I can't try it on in store or know how the uniforms are manufactured in size. I contacted the customer service department for a possible exchange for tops only.I was informed that since they are sets that I couldn't exchange tops only.The day of my purchase there was a sale going on. If I wanted to exchange the order for the correct size, I would have to pay the current price on the website which is $10.00 more per set. The company will not acknowledge the sale price for an exchange of the order. I have to pay 20% restocking fee and plus return shipping, which is completely ridiculous. I only open one top with the tags still on it. The remainder of the order is still packaged as I received. Poor customer service at it's finest. No customer resolution at all.

  Business Response

  Date: 08/24/2022

  Hi Team,
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  Since the item ordered was a set, the manufacturer not allowing us to return part of it.

  Regarding the fees associated with the return, it is indicated on our website that we do not offer free returns, any fees in shipping back the items to us will be borne by the buyer and applicable restocking fee may be applied depending on the return reason. However, as a courtesy to the customer, we will be providing a prepaid return label so he could return the order without any charge. One of the supervisors will contact him to resolve the issue and provide options for refund/exchange. 

  We value the customer's feedback and we are doing our best to provide better service to all of our customers.
  We are very sorry for the inconvenience this may have caused. Hoping for the kind consideration.

  Thank you!

  Regards,
  ***********************
  

   

   

   

• Initial Complaint

  Date:08/08/2022

  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.

  OrderNo: JLC-******-001 Order Date: 7/24/2022 1:31:27 PM 1] *************** ***** Inch Women's Knot Button 100% Cotton Lab Coat Size: 6 Color: WWF:WHITE Unit Price: ***** Quantity: 1 Total: Subtotal: $***** Shipping Type: Economy:$0.00 GRAND TOTAL: $***** Company Website notes Free Return/Exchange. Item did not fit well, and was of [poor construction. Initiated return for refund, and was notified of a 20% restocking fee, in addition to having to pay shipping for the return. When questioned about the "Free Return/Exchange" notation on the website, I was told to refer to the returns policy. In digging deeper into the customer service area of the website, there is a differentiation between returning for exchange, and returning for a refund. This is unclear on the page where the customer orders the product , where the language is:"Free shipping on $30Free ***************** wihtin 45 Days. No question ask"... (https://www.justlabcoats.com/ProductShopping.aspx?scode=LA-3172 ).This is deceptive, leading the customer to believe that returns will be at no charge. The quality of the clothes was so poor, that exchanging is not a preferable option. Further conversations via email yielded only a repeating of "refer to our return policy" , no effort to resolve the situation has been offered.All I want is a return paid shipping label, and a full refund, no restocking fee.

  Business Response

  Date: 08/09/2022

  Hello Team,

  Thank you for bringing this concern to our attention.

  We apologize for any inconvenience this *** have caused to the customer.

  All return/exchange information or instructions are available on our website (https://www.justlabcoats.com/return.aspx) wherein, we provided all the possible fees that *** incur in a return given the reason.

  However, we do understand that there might be a confusion/misunderstanding on customer's part. As a courtesy, we have already requested for a Prepaid Return Label which will be sent to the customer immediately and the full refund will be processed accordingly, as soon as the return is received.

  We hope that we have addressed the issue and remove the complaint on our account.

  Thank you.

   

  Best Regards,

  ***********************

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17689538
  
  I am rejecting this response because:
  I want additional assurance that a restocking fee will not apply.

  Attached are the emails sent back and forth, in addition to the website address where the product was purchased. The return policy is not clearly stated on the page where the customer purchases the products.

  
  Sincerely,
  
  ****** Love

  Business Response

  Date: 08/10/2022

  Dear ******,

  Thank you for your response.

  We certainly understand your concern and we are here to assist you.

  We have attached the revised Return Instructions with the prepaid label, assuring that the FULL refund will be processed as soon as we receive the returned item.

  You may also refer to this writing regarding the full refund.

  We appreciate your feedback and patience on this matter.

  Feel free to let us know if there's anything we can do for you.

  Thank you.

   

  Regards,

  ***********************