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Business Profile

Medical Equipment

eSpecial Needs
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:11/28/2023

    Type:Product 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.
    On 11/2/2023, I purchased a curved bubble tube platform and a 6-inch bubble tube from Especial Needs. The product description on the website clearly stated that the platform is compatible with 6-inch diameter bubble tubes. However, upon attempting to set up these products, it became evident that the bubble tube did not fit the platform, indicating a compatibility issue.Upon contacting Especial Needs for troubleshooting, I was informed via email that they could not identify the product, despite both items being ordered from their company. This response was perplexing and unsatisfactory.Seeking further assistance, I called and spoke with *************************, **************** Manager, who stated that the mismatch of the products was not the company's responsibility. This is contrary to the information provided on their website. I requested to return the products and to be reimbursed for the shipping costs, which was immediately denied. When asked to speak to a supervisor, **************** informed me that she was the highest authority available for communication.The overall experience has been frustrating and disappointing, highlighting significant issues in product description accuracy and customer service quality at **********************. On top of this issue, the production and shipping were delayed significantly, so we are now 2 months behind on our project with a product that doesn't work. Resolution Sought:Full refund for the purchased products.Reimbursement of shipping costs.Expedited production and shipping of correct product. An official apology from Especial Needs for the inconvenience and misleading product information.I trust that the BBB will take this matter seriously and help in resolving this issue promptly and fairly.

    Business Response

    Date: 12/07/2023

    We did communicate with the customer on Nivember 28 about the issue they were having.  Initally, our customer service team responded to the customer that these two components are not designed to work together, which they are not.  After speaking with customer service, we responded back to the customer that we can provide a resolution for the incorrect bubble tube that did not fit inside the platform base.  Our production team was able to confirm we could manufacturea modified bubble tube bases to fit within the curved platform.  I spoke with a member of ******* team to confirm some information.  He then confirmed with ***** that this proposal was an acceptable resolution for them.  The new base would be shipped out at no charge and the base which did not fit would need to be boxed up and shipped back to us with a prepaid label. We explained that we would have a base ready to ship in about one week.  The item has been prepperd and is shipping out on December 7.  It includes the base and a prepaid shipping label.  We will follow up with the customer today with the tracking number on the shipment.

    Business Response

    Date: 12/07/2023

    The modified bubble tube base shipped Decemebr 7 via FedEx.  The tracking number is 787636270478.  A prepaid shipping label was supplied inside the box and instructions were provided to return the original bubble tube base to our warehouse in the original box.  Tracking number was emailed and texted to customer.

  • Initial Complaint

    Date:05/22/2023

    Type:Product 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.
    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,

    ************************* both the delivery and return of the product (to show equal weights), and a copy of exchanged emails (text only). Thank you.*************************

    Business Response

    Date: 06/02/2023

    We worked with with customer on the dates provided and the customer returned the package exactly as were asked to do.  While the manufacturer does not provide refudns typically, they did make an exception.  The vendor has not been responding back to emails or calls to confirm the items were received back in good condition and complete to finish our crediot to the customer. The decision was made at the end of APril to just issue the refund to the customer anyway when the supplier finally responded back to **.  But he is still having issues figuring out what he received back. We have not received our credit back from the supplier.

    Regalrdless, the credit memo was issued on May 19 and the check was mailed on May 23 during our check run. Amount refund was $1290.00

    Let ** know if there are any further questions.

    Business Response

    Date: 06/02/2023

    I forgot to include the documentation from the final email to the supplier when this was escalated further to try and create a resolution for the vendor credit.

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