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Business Profile

Medical Equipment

AED Superstore
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for AED Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see

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AED Superstore has 3 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 3 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:03/18/2025

      Type:Service or Repair 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 order a product from this company. I supposed to get it with 2 weeks. Now it’s 3 months I never heard back from them

      Business Response

      Date: 04/04/2025

      Dear **** *********, we checked our records and noted that your order was cancelled and refund processed on 3/19/2025. You should see the funds in your account as requested. In the event you do not, please reach back out to us so we can ensure we resolve this for you. 

    • Initial Complaint

      Date:01/02/2025

      Type:Delivery 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 ordered an *** from the company and when I received notification that the item was on back order I canceled my order and received an email response that it was cancelled. I then ordered from what I thought was another vendor but was in fact the same company with a slightly different web address.I received two AEDs on the same day and was billed for both. When I contacted the company they agreed to a refund and provided a ***** shipping Lable to return the unwanted AED.I have never received a refund even though I have provided proof that I returned the package.I have been trying to resolve this since November 4th when I returned their product.The conversation always promises a resolution but then they say they didnt receive the shipment even though I have delivery proof.

      Business Response

      Date: 04/08/2025

      Thank you for bringing this to our attention, and please accept our sincere apologies for the ongoing frustration you've experienced. We completely understand how disappointing and confusing this situation must beespecially after taking the time to return the product and provide delivery confirmation. You should never have had to follow up this many times for a resolution, and were truly sorry for the delay and inconvenience. Our team is currently reviewing all the details, including the return tracking and communications dating back to your original cancellation and return in November. Please rest assured that were prioritizing this matter and will follow through to ensure its resolved promptly. Youll hear back from us shortly with a clear update, and we appreciate your patience while we work through the remaining steps.

    • Initial Complaint

      Date:10/20/2024

      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.
      Purchased BLUE anti-choking trainer from AED SUPERSTORE 9/26/24. Plastic airway part frequently pops off device when abdominal thrusts are practiced. Phoned company. After letting phone ring almost 20 min rep answered with "Hello," not name of company (extremely unprofessional). Described problem. Was advised email company requesting new plastic airway part for device which I did. After one week & no response I emailed again on 10/16/24. Still no replacement part received & no response from company. I WANT TO RETURN DEFECTIVE TRAINER FOR FULL REFUND NOW SINCE CUSTOMER SERVICE APPEARS TOTALLY DEFICIENT.

      Business Response

      Date: 12/16/2024

       ***************

      Hello ****,
       
      Thank you for contacting us with this issue. I have already started the process on getting the customer a return label emailed to them so they can return the defective item. I also have gone ahead and refund the customer for their order and attached I have a copy of their refund receipt. Customer will receive their return label today and will have 24 hours to print it off so that it can be returned. Please let me know if additional information is needed.
       
      Thank you, 

      Customer Answer

      Date: 12/17/2024

      **********


      Though this company indicates it has already proceeded to rectify this matter by sending me a postage paid return label for returning this product-- they have NOT done so.  I never received the label which they described though just recently, on 12/9/24, they did finally credit my VISA for this purchase. 



      Regards,



      **** ****

    • Initial Complaint

      Date:01/29/2024

      Type:Customer Service 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 purchased AED pads for my church, a tax exempt organization, on 2 separate occasions. I bought them with a personal credit card, paid the tax then sent copies of the tax exempt form but never received my refund for taxes.

      The first: Date Ordered: 8/10/2023 Order Number: ******, $507.90, tax $31.75, total $539.65.

      Second: Date Ordered: 11/27/2023 Order Number: ******, $347.00 tax $21.69, total $368.69.

      I emailed a PDF copy of the tax exempt form on 8/18/23 and 12/4/23 at their request. I have called and emailed several times but have not received my money. The status on both accounts continues to read "In process" when I check my account online.

      Although I initially received emails requesting the forms I never received any feedback to my follow up emails, voice messages, or phone calls.

      Business Response

      Date: 02/05/2024

      Dear ****,

      I sincerely apologize for the inconvenience you have experienced regarding the tax refund for your AED pads purchased at our store. We deeply value your feedback and are committed to ensuring a positive customer experience.

      Upon reviewing your case, it appears there has been a delay in processing your tax refund, and we genuinely regret any frustration this may have caused. We understand the importance of timely resolutions, especially when it concerns a tax-exempt organization such as your church.

      I have escalated your matter to our customer care team, providing them with the necessary details, including your order number and the respective tax amounts. Rest assured, we are actively working to expedite the processing of your refund and will make every effort to rectify this situation promptly.

      If you have any further concerns or questions, please feel free to contact our team directly at *********************** 

      Customer Answer

      Date: 02/07/2024

      I accept the business's response to resolve this complaint. Thank you.



      Regards,



      **** ******

    AED Superstore is BBB Accredited.

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