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Business Profile

Medical Equipment

Synergy Surgical
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:09/22/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 made a purchase on 9/22/22 of syringes and needles for personal medical use. At no point during my purchase experience did the website indicate that I was ineligible to purchase the items. It was only after I made the purchase that a representative from esutures contacted me to inform me that they could not do business with me for the items mentioned unless I was a medical professional or could otherwise provide a medical license. When I inquired further, sharing that I've purchased needles and syringes from several other distributors without problems as they are NOT a controlled or prescription-only item, she stated that this was the company policy. I work in customer experience design and I shared that both the messaging on the website and the fact that there were otherwise no gates or barriers to the buying process made for a terrible experience. I hope their management makes serious changes to the website, processes and to their antiquated policies barring the public from needle and syringe purchase. Their current business model actually encourages sales to the public under false pretenses, again, making for a terrible experience

    Business Response

    Date: 10/04/2022

    All our customers are notified and cannot proceed to checkout and complete their purchase without acknowledging a message that reads-

     

    "RX Item Notice- If your company is not already confirmed by eSutures, we must be able to verify your status as an authorized purchaser of prescription items.  We are unable to sell to individuals even with a doctor issued prescription."

     

    The buyer would be unable to make a purchase without reading this message-a screenshot is attached.  

     

     

     

     

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