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:04/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased the Sigvaris *************** back in November 29, 2024, delivered December 5, 2024 from rehab supply shoppe on ****..I notified the company through **** that it appears the sleeve was defective..never used it..couldn't figure out how to use it with full leg compression socking..the sleeve cracked along the seams and all the gel seeped out of it all over my dresser..it appears the sleeve is defective..it should not have started to fall apart the way it did within 4 months of purchasing it..The company's response was "Unfortunately, we are unable to assist with a purchase that was made over 5 months ago". My response: "It shouldn't matter if it was over 5 months ago..it obviously was defective..this product should have a long usage life and shouldn't have cracked along the seams the way it did..", "It has been 4 months not 5..I received it December 5, 2024"This product cost me $117 and should be replaced due to it being defective at the company's expense regardless of the time period..This product should have had a long life span while used and definitely should not have started cracking/breaking when it was never used..Order date:Nov 29, 2024 Order total:US $117.11 Order number:************** Delivered date:Dec 5, 2024

  Customer Answer

  Date: 04/30/2025

  Attached is a copy of my **** order

• Initial Complaint

  Date:06/17/2024

  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.

  I had an absolutely HORRIBLE experience with this seller!! I ordered 4 packs of 4 electrode pads from the **** store www.rehabsupplyshoppe.com, which is a subsidiary of this company, for $52.00, & they only sent 2 packs. I contacted them asking about the other 2 packs, & their response was sorry, that quantity was an error in the listing, the price is $52 for just 2 packs of 2. ****s policy (and contract with its merchants) clearly states sellers are required to honor their listing as it was at the time of purchase, but this seller blatantly refused to honor it, then further stated if I didn't like it, to send them all back. I explained that my 80 yr-old dad had run out of these & was checking the mailbox every day because without his tens unit, hes in horrible pain, yet, even though this company solely sells medical supplies that people truly need, they couldn't have cared less that returning them would cause him to suffer. They were very rude & seemed to enjoy provoking/upsetting me to the extent that I had to go through a week-long process to ask **** step in, & even when directed to either honor the listing or refund me half the $, this seller still refused. I looked up their official website, and that also listed these as $52 for packs of 4, so was that an error too? When selling medical supplies, those who place orders need what they ordered as quickly as possible, but even knowing how much he needed them, they refused any proposed solution & kept demanding I send them all back. By that time, returning them wasnt even an option as within minutes of receiving them, he was already using two of them! Their utter lack of concern for the wellbeing of their customers is absolutely disgusting, and I strongly urge you not to buy from them under any circumstances - there are plenty of similar businesses that would NEVER do anything like this to their customers.

  Customer Answer

  Date: 06/20/2024

  As per the **** resolutions team, bc the seller refused to provide with my initial request for a partial refund for the items not sent, this merchant was directed to give me a full refund - Ive attached the third chat transcript I had with them where thats stated. Once again, this merchant ignored ***** directive and only provided a partial refund, but at that point, I was so sick of going through the whole process of actually speaking to a human being from **** (they do NOT make it easy) as well as the fact that this merchant repeatedly ignored anything **** said with seemingly no repercussions - making it probable that theyll do this to future customers - Im filing a complaint this way. Forcing me to go through this whole process was unacceptable and there was no reason for it other than spite and/or a twisted game this merchant was trying to win. My fathers health and wellbeing is NOT A GAME to me! I deserve the full refund based on what they put my father and I through, so they still owe me $25.98. If you need screenshots of the first two chat transcripts from my other contacts with ****, I can forward them as well. 

  Business Response

  Date: 06/25/2024

  Thank you for reaching out.  The information this buyer has provided is not accurate. This buyer  is making false statements, deliberate ommissions and manipulating the facts. .  We have attached documentation that supports our correspondences with the buyer on ****.  The buyer tells you she only got two packages of electrodes when in fact she got four.  The buyer returned to us at our full expense three empty packages with no electrodes inside.    **** has  advised us that they have  made a negative report on  both the buyer and the **** representative in this matter who apparently misadvised the buyer.  The buyer is due nothing from us.  The refund we issued was in good faith  not because the buyer returned any merchandise to us.  We are not issuing any further refund to this buyer. 

  Customer Answer

  Date: 07/02/2024

  I do not accept the business's response as a resolution to my complaint because: Im not sure what Im lying about or misrepresenting, Ive sent you screenshots of every detail of the order. I never said I received only two packs, I said I received FOUR packs of TWO pads, when what I ordered was FOUR packs of FOUR pads! Thats very clearly shown in the screenshots of the order I provided. Ive also sent you screenshots of the sellers official website where they also had the same product I ordered listed as four packs of four electrodes, which is the same amount I purchased from ***** only to have them send me four packs of two electrodes. I didnt feel it was necessary the in my first communications with you to provide the entire transcript of my contacts through **** with this company, but it clearly very much IS necessary being as though theyre claiming to have sent me everything I ordered when they acknowledge in those communications that I did NOT receive what I ordered because the listing amount was incorrect on ***** and that was the price for four packs of two. I would love to know what Im manipulating, I have presented to you every fact as it occurred - I was directed by **** to return the empty packages to the seller!!! The whole point of contention was that my father NEEDED those electrode pads and had already used two of them immediately upon opening themby the time this entire mess was at its peak, it was a week later and he had used all of the remaining electrodes. I told the seller this repeatedly because they kept demanding that I return the items for a full refund - I HAD NOTHING TO RETURN!!! He needed them and he used them, I tried explaining that to them, and now you can see for yourselves what their responses were to my attempts at explaining the situation. Their response is extremely unprofessional and unnecessarily hostile, which is exactly how they treated me throughout this entire situation. Their claims that the **** representatives who advised me have been reprimanded or otherwise negatively impacted are just that, claims, and they would have no way of knowing any of that information. Ive been a member of the **** marketplace community for 20 years and still, to this day, have never had a negative remark or response from any seller Ive ever purchased from or interacted with, my feedback rating given by the sellers Ive purchased from remains 100%. This is a company that sells healthcare items, and the fact that they disregard the pain of one of their customers to this extent is unreal. Please review their correspondence with me as proof of everything I have already stated to be true. I have no reason to lie about anything in this situation, and as stated in my original complaint, my primary concern is to alert other potential customers to avoid buying from this company - thats much more important to me than the $26 they owe me based on what **** directed!! I initially only asked for the partial refund, it was never my intent to get a full refund until it was mentioned by ****, and that was determined based on the situation this company created themselves by refusing to honor their listing and repeatedly disregarding what they were directed by **** to do  - they refused every compromise I requested. They refused to send me the rest of my order, and they refused to provide me with a partial refund for the other half of my order that wasnt sent. The only reason it was determined that I deserved a full refund was because of those actions, and thats on them! Its not my fault, and its not ****s fault, only they can take responsibility for their actions.

  Customer Answer

  Date: 07/02/2024

  I just reread my initial text correspondence for this complaint and noticed an errormy order was for FOUR packs of four electrode pads, I mistakenly classified it as two packs of two electrodes. That error is ONLY in the text portion of my initial complaint, in the rest of my submissions, its correct! Its also reflected in the multiple screenshots I submitted and my correspondence with both this seller and **** customer service. I never meant to imply they had only sent me two packs of anything! The error was NOT in the amount of packs they sent, it was the quantity of the product, per pack, that was given in their listing (that they refused to honor). I very much apologize for the error - it gets confusing when typing all of this information due to how many times the numbers 4 and 2 and/or the words four and two have to be repeated in the same sentence. That has been significantly compounded by the fact that I had to repeatedly type out this whole scenario every time I spoke with **** about it, and now once again in regards to this complaint. Regardless of any of that, there is no changing the facts on which this entire situation is based: theyre listing was for FOUR electrodes per pack, they only sent me packs of TWO electrodes. They acknowledge that in the messages Ive now submitted for your review. 

  Customer Answer

  Date: 07/02/2024

  When I reviewed the attached image I sent as part of my response today, I realized the messages are all out of order, which makes it impossible to follow the conversation through that image. Ive attached two separate PDFs to rectify that situation - the one labeled BBB 7-2-24 is the first half of the messages, and the one labeled BBB 2 7-2-24 is the last half. Sorry about that!

  Customer Answer

  Date: 07/02/2024

  The order of messages in the screenshots was STILL wrong!! This is exhausting. Theyre in the correct order in the PDFs attached to this message. Im so sorry!!!

  Customer Answer

  Date: 07/02/2024

  I originally sent you screenshots of just the sections in the transcriptions of my contacts with **** that were the most relevant to the text submitted in both my initial complaint and my responses. Ive now attached the entire chat transcripts (there are four, all dated in the file names) which will further support the fact that Im neither lying about or manipulating anything!

  Business Response

  Date: 07/03/2024

  Have you have read  and understand our initial response? 

  
  1. We acknowledged there was an error in the listing which was immediately corrected and the buyer was refunded the amount she disputed.

  
  2.  The item 3 x 4 electrodes ************************************************************* are sold in packages of two per package NOT  four per package.

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

  
  3. The **** transcript between the buyer and us (which we sent you) without question supports the buyer stated she was sent FOUR packages of two electrodes (8 total electrodes).  Only when writing the BBB does the buyer assert, she only got two packages. 
  The buyer does not deny returning, at our full expense, three EMPTY packages. How would the buyer return three empty packages if she only received two?

  
  4.  The buyer retained the actual electrodes in all four packages (eight electrodes)yet in good faith we refunded the buyer the amount she was disputing despite the return of  three empty packages. 

  
  No further action will be taken on our part.  It is clear at this juncture that this buyer's only goal, as she wrote BBB initially, is to defame and harm our business and it is our hope that the BBB will not assist in facilitating that.
  

   

  Customer Answer

  Date: 07/03/2024

  I absolutely do NOT agree with this decision. First, I sent you screenshots of their listing as it appeared both on **** and on their business website that CLEARLY stated the price was for FOUR electrodes per pack. They say they acknowledged that error, but immediately thereafter claim the electrodes are sold as packs of two. They conveniently never addressed not one, but TWO websites selling these electrodes as FOUR per pack. 
  
  Secondly, they claim to have acted in good faith by providing me with the partial refund, but good faith would have been if they offered to do that immediately when I first contacted them. What they did instead was tell me that yes, their listing was wrong, but they insisted that shouldnt matter and I should just accept paying $52 for only half of the products I ordered. ****s policy is that they must honor the listing as it was at the time the order is placed - they refused to do so without remorse, even after being directed to do so by ****. 
  
  Yes, I returned empty packs BECAUSE THATS WHAT **** TOLD ME TO DO, which is 100% verified in the chat transcripts!!! That isnt something I would EVER have done of my own accord, and I questioned that directive because it seemed odd to me, however unlike this seller, I complied with what they told me to do. In situations like these, I comply with what Im directed to do! I explained how and why I made that error in my original complaint, and it was reflected correctly in all of the other correspondence, but this seller grabbed on to that error solely to infer that I lied about the amount of packages I received, which is absolutely not true. 
  
  Their good faith actions resulted in a week long battle between me, the seller, and **** customer support that was not only unprofessional, but negatively impacted my fathers health and wellbeing, which was extremely stressful and wholly unnecessary!! Again, for their actions to considered in good faith, none of this would even have occurred. 
  
  They conveniently failed to address the REASON I was unable to return the product, which I told them multiple times - that was NEVER addressed in either complaint both with **** and now with you. I believe thats because theres no acceptable answer that makes them sound good, so they just completely disregarded it. 
  
  Yes, I ABSOLUTELY want to warn future potential customers not to order from them in the hopes that that would prevent them from going through a scenario just like this one. Theyve chosen to sell products online, and reviews of the order and overall experience come with the territory - it was THEIR actions that tarnished their company, they didnt need my help for that! Closing this complaint implies that everything they did was acceptable method of response addressing THEIR mistakes, and thats absolutely absurdif something like this happened to you, would you have considered this response (and the way they treated you) acceptable? If so, can you please explain to me which parts you would consider in good faith? If so, that blows my mind. 
  

  Customer Answer

  Date: 07/03/2024

  I absolutely do NOT agree with this decision. First, I sent you screenshots of their listing as it appeared both on **** and on their business website that CLEARLY stated the price was for FOUR electrodes per pack. They say they acknowledged that error, but immediately thereafter claim the electrodes are sold as packs of two. They conveniently never addressed not one, but TWO websites selling these electrodes as FOUR per pack. 
  
  Secondly, they claim to have acted in good faith by providing me with the partial refund, but good faith would have been if they offered to do that immediately when I first contacted them. What they did instead was tell me that yes, their listing was wrong, but they insisted that shouldnt matter and I should just accept paying $52 for only half of the products I ordered. ****s policy is that they must honor the listing as it was at the time the order is placed - they refused to do so without remorse, even after being directed to do so by ****. 
  
  Yes, I returned empty packs BECAUSE THATS WHAT **** TOLD ME TO DO, which is 100% verified in the chat transcripts!!! That isnt something I would EVER have done of my own accord, and I questioned that directive because it seemed odd to me, however unlike this seller, I complied with what they told me to do. In situations like these, I comply with what Im directed to do! I explained how and why I made that error in my original complaint, and it was reflected correctly in all of the other correspondence, but this seller grabbed on to that error solely to infer that I lied about the amount of packages I received, which is absolutely not true. 
  
  Their good faith actions resulted in a week long battle between me, the seller, and **** customer support that was not only unprofessional, but negatively impacted my fathers health and wellbeing, which was extremely stressful and wholly unnecessary!! Again, for their actions to considered in good faith, none of this would even have occurred. 
  
  They conveniently failed to address the REASON I was unable to return the product, which I told them multiple times - that was NEVER addressed in either complaint both with **** and now with you. I believe thats because theres no acceptable answer that makes them sound good, so they just completely disregarded it. 
  
  Yes, I ABSOLUTELY want to warn future potential customers not to order from them in the hopes that that would prevent them from going through a scenario just like this one. Theyve chosen to sell products online, and reviews of the order and overall experience come with the territory - it was THEIR actions that tarnished their company, they didnt need my help for that! Closing this complaint implies that everything they did was acceptable method of response addressing THEIR mistakes, and thats absolutely absurdif something like this happened to you, would you have considered this response (and the way they treated you) acceptable? If so, can you please explain to me which parts you would consider in good faith? If so, that blows my mind. 
  

  Customer Answer

  Date: 07/04/2024

  I wasnt aware that I could see the actual documents they uploaded in support of their claim until just now, and there are statements they made that I are so outrageous that a rebuttal is necessary. When I initially filed the complaint, my father had only used one pack of electrodeswith every subsequent day that passed and contact I had with ***** that number went down. As of the date I was directed to send them the empty packs he had remaining, they were gone - he had used the electrodes from the first three packs and had the last two electrodes from the fourth pack on his back as I was on my third chat with **** customer support! As you can see in that chat transcription (from 6/28/24 with ***********), I highly doubted he wouldve still had any of the empty packages after he had opened and used them, because why would anyone do that? He actually hadnt, but luckily he had thrown them into a discarded plastics bin that we keep in our house for recycling purposes, so I was able to retrieve three of them.the fourth had gone out with the recycling the week before. 
  
  This seller contends that each electrode lasts five to seven days, so I shouldve had three full packs left to return to them. Believe me, both my mother and I have begged him to stop throwing them away after only using them for a few days, but he insists they stop working as well, so he replaces them before he technically needs to. That actually benefits the company he buys them from because he runs out of them much more quickly than is necessary and has to buy more, which wouldve been from this same company had this not gone down the way it did!! **** attempted to stop him from going through them so quickly and it doesnt work - he does what he wants to do! By the time this company FINALLY refunded me, he was on the verge of, once again, being completely out of them, which wouldve resulted in another stretch of time hed be unable to use his tens unit at all until the other electrodes I ordered arrived - thank GOD, that was before he completely ran out!! THAT company sent the amount of packs/pads I had ordered and paid for, and they shipped immediately, without me having to message them to ask why they hadnt been shipped yet. 
  
  Lastly, they actually make the claim that everyone who uses [these electrode pads] knows theyre only sold in packs of two as a means of implying that I knew beforehand that they would only send me packs of two even though I had ordered, and paid for, packs of four??!!!?!?! That couldnt be father from the truth, and IM not the one who uses them!! This was the first time my father had asked me to order them online because the local pharmacy/medical supply company hes gotten them from for years, in-store, had run out and wouldnt have them back in stock for at least six weeks - thats the reason he ended up completely out of them and unable to use the tens unit in the first place! I do not now, nor have I ever, used a tens unit, nor have I ever ordered packages of electrode pads for a tens unit, so to make the statement that everyone who buys them knows theyre only sold in packs of two is both offensive and completely ridiculous!! That, however, seems to be this companys go-to response when theyre in the wrongsay whatever you can think of to say in an attempt to make the customer look like a scammer/liar/manipulator. THEY make the mistake, acknowledge that mistake, do nothing to correct it other than demand the customer return the items even when told the customer cant be without them, disregard the fact that the customer now has to scramble to secure more of the product as quickly as possible from an honest and reputable company, and for the grand finale, they attempt to discredit the customer and insist the customer was in the wrong? That says it all!