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Consumer Complaints

BBB Accredited Business since 11/01/2010

Careforde Inc.

Phone: (800) 830-4050Fax: (800) 830-4050

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
01/13/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Failure to honor promised refunds, exchanges, or credit

Complaint: The item was listed on the vendors web-site as requiring 14 to 21 days for shipping and handling. On November 15th we placed an online order for the item. About 2 weeks after item was ordered we canceled the order. Initially the company acknowledged the cancelation and sent email confirming this. The next day they emailed us again and told us the order would not be canceled. The item is no longer needed as the goods were already obtained from another vendor. To date we have still not received the ordered item.

Initial Business Response
Client placed order for an item (1 x BD PERISAFE EPIDURAL NEEDLES # XXXXXX) on Nov 15th, 2013. This item is clearly marked 14-21 days under Availability on the product page. Where this is indicated it is also a weblink to our FAQ section that clearly defines that this is an estimate of when we expect to ship it by as this is a Special Order item with a manufacturer. We also require clients to Agree to these terms at checkout. Special Order items aka "14-21 days" are not returnable and can not be cancelled if too far in the process. It is up to the manufacturer to determine this and we can let our client know.

Our client requested that this item be cancelled and we indicated that it could be but discovered that the manufacturer already had it en route to our warehouse facility. We immediately indicated this to our client. Once item shipped client refused delivery. We are currently awaiting the return of this item to inspect it and ensure it is unopened and in saleable condition. We have confirmed with the manufacturer that they will make a one-time exception and accept the return of this item. We notified the client of this last week and once the item is delivered to us that they should expect a 24-48 hour inspection period. Assuming the item is unopened, unmarked, and in saleable condition we will refund the item amount of $775. Refunding this amount then brings their order total under $100 which is the qualifying point for Free Shipping on the other item they purchased. We will still honor the Free Shipping although our delivered cost on this item is 1/3 higher than their purchase price. We also will charge any restocking fee on the returned item or charge for return freight.

We are saddened that our only complaint is a matter such as this where we have worked with the manufacturer and client to ensure the client's request is met and have agreed to refund the $775 for the item within 24-48 hours once the item is returned. Expected return date is 1/2/2014 via UPS and assuming the product meets all criteria, we will refund the client no later than 1/7/2014. Furthermore, the client has put a hold on their credit card payment so at this time we are unable to refund anything until that hold is lifted.

We are happy to work with this client directly and have done so throughout this process. We have had a 100% complaint free record which we take very seriously and would hate to blemish it due to any misunderstandings about the process. Thank you for talking the time to consider our response.

Hi ****,

Thank you for your time. We just wanted to update this case. Here are notes our client can view on their account.

1/2 returned BD item received at warehouse. Please allow 2-3 business days for item inspection. We will then provide credit of $775 when item deemed saleable. Thank you.

1/6 credit approved $775

1/7 due to hold on funds $846.25 (total order) via PayPal because of customer payment dispute, Careforde is unable to refund $775 for returned item. We sent message via PayPal to client requesting that they accept the $775 refund (this is a full refund of returned item) which will release funds to customer of $775 and the balance of $71.25 to Careforde.

Thanks ****!


***** ********
Careforde Inc.
*** ** ****** *** *** ****
Chicago, IL 60606

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

Industry Comparison| Chart

Medical Equipment & Supplies, Surgical Appliances & Supplies, Hospital & Medical Equipment & Supplies, Dental Equipment & Supplies


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