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A BBB Accredited Business since
BBB has determined that Woodbury Health Products meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Woodbury Health Products include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Type of Entity
MEDICAL EQUIPMENT & SUPPLIES HOSPITAL EQUIPMENT & SUPPLIES
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I have been order on a puree diet by my doctor. I went online to find puree food. I came across Woodbury Health Products. I began placing an order online. Concerned about there product and customer service, I called them a couple times during the order to asked questions such as does it taste as advertised and will they take the product back if not satisfied. They said they would. I was also told that they will even pay for the return shipping. I thought what do I have to lose.I was lied to on the phone. 1) the product does not taste as advertised and 2) they will not pay for return shipping. Then when I called to return the shipment, they told me I was lying and said that no one in their office told me that they would pay for return shipping. When I asked for the **********, they hung up on me. I called back 7 times and they continued to hang up on me. I then called from my cell phone. They answered my call. I again asked for their **********. They insisted on my name. Once I told them my name, they hung up on me. I called back 3 more times from my cell phone resulting in three more hang ups.
Desired Settlement: 1) the return shipping cost as promised, 2) the product refund as promised, and 3) an apology for their deplorable behavior.
On Thursday 1/*/14, customer called in spoke with ******** ******* ******* regarding online order placed for pureed foods. Customer expressed he tried one can and was not satisfied. We apologized that the can did not work out for him and suggested he try another variety as well as options to change the flavor to suit his taste. Customer declined and demanded a refund. We explained our return policy that he can send back the unopened cans and we would gladly issue a refund for those cans on the credit card used. It was explained that shipping costs would be the customer’s responsibility. Customer demanded a free return and insisted he was told he would get one. We explained that we do not have free returns, only free shipping on orders placed over $50. Also explained that our return policy is clear and is noted on our website where he placed the order. Customer got very irate and refused to listen to what was being said.
The end result, Woodbury Health Products we agreed to pickup the unused cans at no charge for a refund even though our policy is clearly stated that if you require a refund the product must be sent back by the recipient. It was explained to client that we were making an exception for him and this is not something we normally do. It was again explained client would only receive a refund for the unopened cans, and to expect a refund within 1-2 weeks of receipt. We received the cans back on 1/*/14 full credit was given for the unopened cans on this same date. Customer is satisfied with this outcome. Even though Woodbury Health Products has made a decision to change our policy for this one person, Woodbury does not believe that we were ever in the wrong. In fact, the customer harassed and badgered our offices by making over two dozen calls after he was told of our policy. We feel that we are taking this action as an exception in order to not continue being harassed by this individual and it is unfortunate that a company like ours of 35 years has to justify our actions and make exceptions through harassment and intimidation by the customer.
WOODBURY HEALTH PRODUCTS
******** ******* ******* ************** *** **** ***** ******** ***
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|7/17/2013||Problems with Product/Service | Complaint Details Unavailable|
|6/10/2011||Problems with Product/Service|