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Business Profile

Medical Supplies

Express Medical Supply Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:08/01/2024

    Type:Customer Service 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.
    **************** lady was rude, like she really just wanted me off the phone. Atrocious and unhelpful and I am a 40 year old who is managing my ostomy, can't imagine how they treat the elderly. Shameful. If your business is undergoing IT issues and you are updating systems, it's your duty to inform your customers beforehand and during, not after they call you about their missing orders. I ended up ordering my supplies twice, because their system has "glitches" from the upgrades, and thus my bank account is now negative. I only got tracking and confirmation for the 2nd order I placed, but I am somehow getting both orders delivered today. What kind of business is this? This is chaotic and confusing, and now costly. Obviously I will keep my supplies, as I will need them at some point, but what about people on fixed incomes. In addition to which, they claim they deduct the payment from your account when the items shipped, so if the items shipped days ago, why did it just get deducted at 145pm 08/01/24 but it also gets here TODAY? On second thought, since you made my account negative, I'd like a refund. I'll be requesting one as soon as *** drops off the items. Which is also ridiculous that I must now call back to request a return label. All of this chaos could have been saved if they simply told their customers what was happening. The order I placed on 07/23 is getting here the same time as the order I placed on 07/29??? And one charged posted to my bank account 15 minutes ago and the other is pending on my credit card? Get real and get more polite employees and better business practices.

    Business Response

    Date: 08/02/2024

    ********************,

    I apologize for the problems you are experiencing on our website.   Yes, we just launched a new website version and have discovered some problems that were not found in the original testing; we are working as quickly as we can to fix them.  I understand that due to our migration issues, you placed two orders with us.  I am issuing a *** 3-Attempt CallTag today to come Pickup the duplicate order from you and issue you a full refund, once it comes back. *** will make 3 attempts to Pickup the package 1st attempt should be Mon 8/05/24. 

    IT has reported that the history migration has been completed, but I am checking with them into why your original 7/23/24 order is not in there.  I will follow up with you by email, once I hear back from them. 

    We do Thank you for being a loyal customer for several years.  It may take a few weeks to correct all of the problem areas of our site that we have discovered,  but we hope that you will give us another try in the future.

    Thank you for your understanding and patronage,

    *************************, Manager

    Express Medical Supply Inc

     

  • Initial Complaint

    Date:01/30/2024

    Type:Sales and Advertising 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 with Express Medical. They sent me tracking information for my order. I tracked the package and it showed that my package had been delivered. It was nowhere to be found. I checked both my mailbox and my porch area for it. I then contacted customer service with ********************************************* and they told me that I had to contact the postal service. I did contact which I did not get a resolution. Express Medical treated me as that I did not deserve any attention for my order was small compared to their other customers.

    Business Response

    Date: 02/01/2024

    Thank you for reaching out to us.  We are sorry you have an issue with your order and delivery. 
    Every order is important to us, regardless of size.  We shipped your order out on 1/23/24 via Priority Mail and emailed the tracking information to the email address provided on the order.  **** shows they delivered the package to your address on 1/26/24 at 11:36 am.  After you called and said you didnt have the package, we did start a trace investigation with ****.  They investigated and responded back to us:
      In regard to your request to locate a package with ****Tracking Number **** **** **** **** **** 53, I wanted to let you know that our systems indicate everything has been delivered accurately.
    Since **** acknowledged that they did deliver the package to your address, we suggest you contact your delivering *********** with the tracking #********************53 and see if they can review with the carrier or help locate the package.  The phone number for the ***** *********** is ************ if you need it.  If you believe your package was stolen, then you may want to file a report with your local police. 
    Sincerely,
    Customer Service, ********************

    Customer Answer

    Date: 02/07/2024

    Complaint: 21222810

    I am rejecting this response because:
    The issue has not been resolved. Even if the postal service states it was delivered to my home. I have not received it and it is common in todays society for packages to be taken. All I am asking that you should believe that a long time customer would not lie about not receiving a package that is valued for a small amount. Thank you for your understanding.

    Sincerely,

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

    Business Response

    Date: 02/13/2024

    ***************** Postal System confirmed that the package WAS in fact delivered to the correct address, so I apologize, but we cannot send you a no-charge replacement.  **** suggests that if you have reason to believe your package was stole,, to file a police report.  Your last order was two years ago.

    Sincerely,

    Express Medical SUpply

    Customer Answer

    Date: 02/16/2024

    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.

    Sincerely,

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

Express Medical Supply Inc. is BBB Accredited.

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