BBB Accredited Business since

1 800 Wheelchair.com

Additional Locations

Phone: (718) 302-1923 Fax: (718) 302-9015 View Additional Phone Numbers 185 Marcy Avenue 2nd Floor, Brooklyn, NY 11211 http://www.1800wheelchair.com


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Description

1 800 Wheelchair.com offers mobility equipment such as walkers, wheelchairs and scooters. They also provide incontinence supplies and mobility accessories.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that 1 800 Wheelchair.com 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 13 factors. Get the details about the factors considered.

Factors that raised the rating for 1 800 Wheelchair.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 53 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

53 complaints closed with BBB in last 3 years | 30 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 4
Delivery Issues 7
Guarantee/Warranty Issues 1
Problems with Product/Service 34
Total Closed Complaints 53

Customer Reviews Summary Read customer reviews

5 Customer Reviews on 1 800 Wheelchair.com
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 5

Additional Information

BBB file opened: April 01, 2000 Business started: 01/01/1994 in NY Business incorporated 01/01/1997 in NY
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Consumer Affairs - NYC
42 Broadway, New York NY 10004
http://www.nyc.gov/html/dca/html/home/home.shtml
Phone Number: 311

Type of Entity

Corporation

Business Management
Mr. Joseph Pierkarski, President
Contact Information
Customer Contact: Mr. Yidi Herschkowitz, CFO
Principal: Mr. Joseph Pierkarski, President
Business Category

SURGICAL APPLIANCES & SUPPLIES WHEEL CHAIRS CANES HOSPITAL EQUIPMENT & SUPPLIES

Alternate Business Names
1800wheelchair.com American Medical Supply Home Medical Supply Center Inc.

Customer Review Rating plus BBB Rating Summary

1 800 Wheelchair.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 185 Marcy Avenue 2nd Floor

    Brooklyn, NY 11211

  • 320 Roebling Street
    Suite 515

    Brooklyn, NY 11211

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/30/2016 Delivery Issues
6/9/2016 Billing/Collection Issues
5/27/2016 Problems with Product/Service
5/20/2016 Problems with Product/Service
5/5/2016 Problems with Product/Service
3/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: During a visit to Puerto Rico, my mother and I discussed how her local medical doctor recommended that she use a walker to get around due to a severe knee problem. We discussed how it maybe easier for her to have a scooter so that she can get around and not limit her mobility. I called 1800-Wheelchair and asked if they deliver to Puerto Rico they said yes, with an extra charge of $250.00 for deliver and extra $34.00 to bring the merchandise inside the house. We made the purchase on 1/**/16, and the account was debited on 2/*/16 $1434 dollars. Upon speaking to the company 1800 Wheelchair I asked when would the product be delivered they said within a few days, it would leave the warehouse. I've called several times for tracking number and update only to be told that they have no information on the status, that a supervisor will call me back with an update and to-date I've not received a call back.

Desired Settlement: I would like that at this point they refund my mothers purchase. It's been cruel to have the wait indoors pending a delivery when no update or tracking number has been provided regarding deliver date. Thank you for your assistance in this matter.

Business Response: it was delivered via ******** **** tracking ****** 

3/24/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a scooter on March *, 2016 and was billed for the amount of $959.40 On March *, 2016 they took $959.40 out of my account.. Since then, I have made numerous calls, sent emails - trying to get information on the shipping status of my order. Finally, they gave me a **** tracking number and said the scooter was “on its way and scheduled to be delivered via **** on Saturday, March ****. Today is March **** and - guess what - NO SCOOTER! The tracking number they gave me was only for a $25 accessory, not for the scooter! Do they think **** left a mobility scooter in my mailbox?!? I got online to find out what happened and why my scooter has not been delivered - only to find out my online invoice says "order is complete." This is insane! At this point, I believe I’ve been scammed! I called customer service and they were not able to find any information regarding the scooter, shipping or delivery and could not offer any explanation or resolution. If this is not resolved by the end of the day on Monday I plan to take legal action, if necessary, to get my money refunded.

Desired Settlement: To have the scooter delivered expeditiously! OR My money refunded in full.

Business Response: it was delivered see ***** Tracking number ************

Consumer Response: 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 and the matter has been resolved.

Sincerely,

****** ****



 

3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/**/2015 I ordered from 1800Wheelchair.com, a Folding Sling Seat Cane, Drive Medical 10360, SKU: ******, Item #39945, Sling 18"x8", 34" tall when closed, seat to floor 22", 250 lb. capacity for $38.00 + $7.00 tax = $45.00 and paid with American Express. Order was shipped on 11/* and received on 11/*. Folding Sling Seat Cane RTL 10360, Item #0010, with sling size 14"x5 1/2" was sent, which I cannot use, as the seat is too small. All other dimensions are the same. Also on 11/* I called 1800wheelchair.com to inform them that they didn't send me what I ordered. I was told they no longer have that one and I note it has been pulled from their web site. Johnnel Y*****, Customer Service Rep, sent me an email stating they will review with their Returns & Credit Team and email me an RMA number to return the product. I told them I want a refund of $65.00 for inconviencing me. I have not heard back from them and I need the money so I can purchase elsewhere, as I need it for 11/**/2015.

Desired Settlement: Get my money back immediately so I can purchase elsewhere.

Business Response: we never got the item back but i went ahead i refunded anyway the full amount

3/17/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered 2-**16 and was told it would ship 2-**-16. On 2-**-16 i called they said the warehouse was delayed until 2-**-16. I call on 2-**-16 and told due to weather it wouldn't be shipped until 3-*-16. On 3-*-16 i called and was told it was shipped and i could call on 3-*-16 for tracking info. They didn't have tracking info on 3-*-16, 3-*-16, or 3-*-16. On a second call made on 3-*-16 inwas told i had been miss informed and it actually hadn't been shipped yet. I ordered a $1,1*9.99 stoller ( Axiom Lassen Push chair 2). The order is under my husband ******* ******* name.

Desired Settlement: I just want what i ordered and i want it shipped out now in the fastest way possible.

Business Response: it already shipped via *** ****************** 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

*** *******



 

3/14/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a transport wheelchair to use for my son on a trip to Walt Disney World. I bought the Endurance transport wheelchair from 1800wheelchair.com because the website said "guaranteed delivery in two days or it's free". That was on January ****, 2016 at 8:30 am EST. I first contacted the company on Tuesday February ***, when I still had received no shipping information. I asked numerous times to speak to a supervisor and was denied. Finally after asking for the tenth time, I was transferred to a supervisor where they had to check their own website to learn about their own product. They agreed that I would get a refund for the chair and that they would contact the accounting department as soon as I let customer service know that I had received the chair. This forced me to have to rent a wheelchair in Disney World after I already technically purchased one from them. This set me back another $69.00. Here it is 6 business days (10 calendar days) later and still no chair. I just called again and they can't even give me a tracking number because one is not available yet. They are telling me the wheelchair has not left the warehouse yet. I asked repeatedly to speak to a supervisor and they wouldn't put me through. Finally, they told me one was not available. They have my $155.00 for the chair and I'm left with nothing. I have an email from the company stating that I am entitled to my guaranteed refund but I can't claim it because my chair has yet to arrive.

Desired Settlement: I wish for a supervisor to do the following: issue my refund ASAP for $155.00. I feel that I'm owed it quickly because of the aggravation and money spent on their incompetency and should not have to wait for a chair that is not being delivered within the aforementioned time frame before accounting can issue a refund; find and deliver my transport wheelchair ASAP as this is for a little boy who needs it; call me and keep me updated on the progress of the delivery of my already paid for merchandise

Business Response:

We refunded the full amount

 ************ ****

3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with 1800 wheelchair on 2/*/15. The product is for a personal wheelchair that was advertised to be delivered in 2 days or it's free. I called and spoke to a customer service rep after seeing that my order hasn't been fully processed. The rep was very unprofessional and would not directly answer any question I had regarding the shipment of my order as it was promised to be delivered the following day or it was free. I waited for an additional 2 days and emailed the company with no reply. The next day 2/*/16 I sent another email. As of today 2/*/16, I still have not heard back from the company and my order still shows it is still processing on my account with them. I need the chair to function daily, and due to the fact that my order has been processing for 6 days now, and I obviously did not receive the order in its promised 2 days I fully expect to have my charge refunded. This is my last attempt without a lawyer to have this taken care of.

Desired Settlement: Expedited delivery of my wheelchair with full refund as promised in the advertising.

Business Response: the full refund was issued to the customer

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

3/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received the wrong size wheels on a chair ordered. They told me I had to remove the wheels from the chair and send them back, which I did, and they would send me the correct wheels. They confirmed they received the wheels last week, but they will not send the correct size wheels. Everything has been paid in advanced. They say it is completely their fought. Now I have a useless chair and they keep saying they are sending out the new wheels everyday but they never go out day after day.

Desired Settlement: The correct wheels or a refund on everything.

Business Response:

The wheels were out of stock for a few days it ships out today from the warehouse the customer should have within 3 days

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Been told for over a week that they were in stock and going to ship, but no tracking number is provided.  WHAT IS THE TRACKING NUMBER?????

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: We will update the customer with tracking for the new wheels withing 24 hours

1/19/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Dec. *** I placed an order with 1800wheelchair.com for a wheelchair mounted tray table for my son. The website listed the product in stock and that delivery could be made within 5-7 business days. They immediately charged my credit card for the order in the amount of $149.99. The week before Christmas I called regarding the status of the order since it had not been delivered to my son yet. At this time I was told the item was on backorder but assured it would be in stock and shipped by December ****. I never received any notification that the item had been placed on backorder or that it was shipped following this call. On January *** I again called to find out the status of my order and at this time was told the item was on indefinite backorder. At this time I attempted to cancel the order, at which point I was placed on hold for in excess of 30 minutes, during which time I could here employees speaking to one another but ignoring me. Eventually I was hung up on. I called back three times and was treated similarly, with employees ignoring my request, feigning inability to hear me, and ultimately disconnecting the call each time. Finally my son called and reached an employee claiming to be named Lady B***** who stated the order had been cancelled but she could not and would not specify when the money would be credited back to my account. When he pressed the issue she claimed she could not answer the question and ended the call.

Desired Settlement: I would like my order cancelled, confirmation of the cancellation, and the return of my money to my credit card that it was charged to.

Business Response:

A credit has been issued

Transaction Number: ************

thank you

1/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a special needs jogger for our son. The advertised product stated that it would ship in 3-5 business days. Our money was immediately taken out of our account. Over a week later. when the product had not arrived, I contacted them to find out the order status. They told me it would ship the next week. After another week of hearing nothing, I contacted them again. I was told the product was not in stock and it was unknown when it would arrive. I asked to cancel my order and receive a refund. Two weeks later and still no refund or information on my order. I have contacted them twice by email without a response. When I called, I was told that their computer system was down and they could not give me any information about my order. It feels like a scam and all I want is my money back so that I can do business with an honest company.

Desired Settlement: I would like a refund of my money by the end of next week.

Business Response: it was already refunded on ******

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/**/15, I placed an order [No. *********] for a wheelchair for my father with Eunice G****** at 1800wheelchair. The order was specifically for a wheelchair with pneumatic (air) tires and I was assured by Ms. G***** that the Karman Extra Wide Lightweight Heavy Duty Wheelchair [*** ***************] was equipped with pneumatic tires. On 11/**/15, the package was delivered and upon opening the box, discovered that the wheelchair did not have pneumatic tires but instead was equipped with solid polyurethane tires (non-air). Additionally, the seat-to-floor length of the wheelchair was too tall for my 90-year-old father which prevented his feet from touching the ground. I immediately (same day) contacted Airen Dagahuya at customer service for "1800wheelchair" who confirmed that Eunice G****** had been misinformed and that the Karman wheelchair indeed came equipped with polyurethane tires and not pneumatic tires. She stated that the wheelchair could be returned for a full refund due to their error; however, their computer system was down fro maintenance and she was unable to issue a Return Authorization (RA]. she requested that I contact her the following day in order to obtain an RA but the system was still not functioning properly so she ask that I contact the company on Monday. On 11/**/15, I telephoned "1800wheelchair" and was again told that the system was still undergoing maintenance. I was assured that I would be receiving an RA the following day, but again the system was down. Called on multiple occasions [11/**/15, 11/**/15 and 11/**/15] and was told that the computer system was not operating. I am quite concerned with the continued delay as my father has been without a wheelchair for almost 2 weeks. PLEASE HELP!

Desired Settlement: The company should issue a complete and full refund as soon as possible.

Business Response:

Hi we are going to call the customer Today to resolve 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not been refunded the monies paid despite the item having been returned weeks ago.  Numerous attempts to contact the business' customer service and accounting departments have gone unresolved.  Boiler room representatives in the Philippines put caller on hold indefinitely so that customers give up.

Have also attempted to communicate with CEO/President Joseph P******** but calls are not put through.  Appears that litigation may be only recourse at this point.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response:

HI 

 

We already refunded the full amount to the customer 

$850

Transaction Number: ************

Consumer Response: 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 and the matter has been resolved.

Sincerely,
****** *****


 

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, On November **, I ordered a walker for my mother via the ************** website, which indicated that it would ship within 72 hours. As that day was a Sunday, I didn't check on the tracking until Friday, November **, when found that there was still no tracking number. When I contacted the ***** ******, I was advised that the ordering system was down and that it was expected that it would be fixed on Monday, Nov **. When I contacted the ***** ****** on Monday, I was advised that no one there had any new information. When I contacted the ***** ****** today, Tuesday, Dec. *, I was advised that the system was down and that no one would be able to cancel the order and reverse the charge to the credit card. At no time did the business ever contact me to advise that there was a problem with the order processing system. On three separate occasions, the staff at the ***** ****** have advised me that they were transferring me to a supervisor or going to take further information when the call was terminated. On one occasion, that happened immediately after the staff had taken my cell phone number, so it was possible to contact me again, but that has not happened. No one has taken any responsibility to resolve the issue and their refusal to do anything about reversing the charge to the credit card borders on fraud. I have left a comment on the companies website and still have not heard anything. At this point we have waited for close to two weeks for a walker for an 88 year old woman who needs it badly. All we are asking for is a full refund.

Desired Settlement: Full refund to credit card.

Business Response:

Its not our customer  we are ******************.

I forwarded the complaint to ***************** you should hear back in 24 hours

 

thanks

 

happy holiday

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: received item is not what I expected. contacted 1800wheelchair.com about a return. That was over 3 weeks ago. Today I receive email about shipping status. I inquired about a return and refund not shipping status when I already have the product. Your Order #********4 (placed on November **, 2015 1:29:41 PM EST). first email to merchant was on 11/*** it is now 12/** all I received from the merchant is shipping status that I never requested.

Desired Settlement: timely refunds. this seems to be the normal operating procedure for this company. I was several complaints about not refunding. one person said got refund from merchant 3 days after filing out complaint with BBB

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** ****

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

 

I just saw the credit for this on my banks site.

thank you

*****



 

12/16/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a RoMedic ReTurn 7500 Standing Aid for $1400 from 1800Wheelchairs. The website said the item could be returned. The item did not work for our situation so we request a return. The return was approved. We sent the item back at our expense on Sept. **, 2015. We were promised a refund of $1400. To this date - 12/*/2015 we have not received a refund. We have made several requests during October, November and now December for the refund. We just keep getting the run around that they are working on the refund.

Desired Settlement: We would like the refund of $1400 immediately.

Business Response:

HI We already refunded the customer 

Transaction Number* ************ ********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

We have not received a refund of any kind as of 12/*/2015. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response:

Please check with you bank again today if you dont see it please call me directly **********

Yidi

1800wheelchair


11/25/2015 Advertising/Sales Issues | Complaint Details Unavailable
11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed Order #********* on July ***, 2015 for a TiLite 2GX Ultralight WHEELCHAIR, as I am disabled. We received a chair on August ****, unfortunately for me it was the wrong one. My husband and I have tried REPEATEDLY to get this resolved...including many hours ON HOLD w 1800wheelchair...and still do not have any resolution.

Desired Settlement: Credit me for $3,444.00. Still willing to do an exchange, but only if we get credited first for this wheelchair and receive confirmation the correct wheelchair is on order. Tracking # for said chair desireable.

Business Response:

Ill be looking into the order today and follow up with the customer.

 

 

9/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a transport chair for my father in-law who is 90 years old to use in his bathroom which was advertised to be foldable. The picture showed a completely collapsed folded chair. When I received it and tried to fold it I discovered that it would have to be disassembled to fold; something that a 90 year old man can not do. I immediately called 1800wheelchair and explained the issue, They said that as the manufactures warehouse was currently closed someone would call me back on Monday to instruct on return. When they did not call, I called them back today asking for the return label they said would be made available via email. They in turn Called ******** ******* ********* ( ***** ******* ****** ***** ** ******** ** ****** *** ************* *** ************* ******* ************************* **** ******************************) who said that they would not accept return because it is foldable. I advised them that it has to disassembled to fold and he will not be able to do that. Still they will not allow return. The chair cost 360.00 which is substantial for the aged or disabled. It is my belief that the presentation was deceiving and as they will not allow for the return that they are taking advantage of the situation. The shipping invoice clearly states that ******** ******* will provide a refund for all unused products within 30 days from date of purchase with approved return authorization; subject to 15% reprocessing fee.

Desired Settlement: Allow return and credit original source of payment.

Business Response: To whom It may concern

Please click on the product link below and you will see under our return policy 
No Returns
Returns Policy

Unfortunately, we can not accept returns on this product. Items damaged during delivery or sent incorrectly will be fixed or replaced at 1800wheelchair.com’s expense.

See our full return policy here.


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



Thanks

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The return policy clearly states it can be returned within 30 days with return approval. The product does not meet the needs of the patient as it is not able to be folded without disassembling, and an old person already in a wheelchair can not perform the act. I can't even do it.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Consumer Response: 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 and the matter has been resolved. I am currently awaiting for the agreed refund to be applied to my original method of payment. 

Sincerely,

***** ******



 

9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of wheelchair tires on July ** **. They did not send the item and information about shipping for 7 days. So I contacted twice with e-mails. And then they replied. Shipping fee is $40 instead of $7 online. They ignored my order until I contacted. So I asked to cancel and refund immediately. They canceled my order July ** . But This time, they ignore refund.

Desired Settlement: They should improve services.

Business Response: your order was already refunded Transaction ID: ************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 1-800wheelchair.com replied as follow on July **.

The order has been cancelled. Please allow 24 - 48hrs for the credit to reflect on your account.
Again, I apologize for the late notice and inconvenience.

Regards,
******

But, as of August 6th, There is no refund on my bank record.


 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
As of August ***, NO REFUND.

 I visited my bank to file Credit card dispute transaction form to get refund. They will check if the refund processed or not.

I submitted all evidence form. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: we refunded the item see the Transaction ID: ************

9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two back braces, one in large for my spouse, and one in medium for myself. The brace was too large and was returned via **** on June **, 2015. The two braces cost $366.00, I had a $10.00 coupon for any purchase over $100.00., which was applied. The company as of today 7/**/2015 has not returned the $188.00 for the returned brace. My call to the company today indicated that $178 would be returned in 3-4 weeks. It has been more than 27 days since the brace was received in Bohemia, NY and the company will not return my money. Please let me know what I can do.

Desired Settlement: $188.00 placed back on my account with the Credit Union of New Jersey within the next 5 business days.

Business Response: The credit was refunded on 7/**/2015 after it was returned and the policy we have it can take up to 30days for inspection see Transaction Number: ************

9/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July *, 2015, I placed an order for a wheelchair seat cushion (Order # *********). On July ****, I discovered that the order was still being “processed”, and when I phoned to determine when I could expect delivery, I was advised that the item would not be delivered for another 1 to 2 weeks. I, therefore, canceled the order. To be fair, I was offered a discount for the inconvenience if I did not cancel the order. As my father needed the cushion without delay, I decided to pursue another company and subsequently canceled, anyway. I was advised that the $357.00 credit would not appear on my credit account for “5 to 6 days”. To date (as of 8/*/2015), the credit has not appeared on my bank statement, and my account with 1800wheelchair.com still indicates that the order is being processed. Subsequent communications failed to reverse the charge and, as of this date, the charge remains on my credit statement. All communications are documented. 1800WheelChair.com is quick to charge the credit card, but extremely loathe in providing credit when the order is canceled. As a side, the alternative company shipped the order in two days.

Desired Settlement: Charges are to be reversed on the credit card which was used to order the canceled item.

Business Response: Hi We were waiting to cancel this order with the vendor the charge was already refunded see
Transaction Number: ************ 

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1) It was not clearly stated that this ******** **** chair required a level of manual dexterity and strength to maneuver the lift lever.My ** year old ********* mother cannot operate it. 2) I have phoned 5 times in 8 days to get a refund for this product and arrange to have the boxes shipped back to the manufacturer. I have received NO service, empty promises and are subjected to long waits as the person checks information, only to come back to say that they will look into the issue of refunding it and call me later to "update" me. They never call. 3) Since this company caters to the elderly and disabled, I am absolutely shocked at how inept the staff is with refunds. No problem with the sale though!

Desired Settlement: I would like the "restocking" fee, which we didn't know about at the time of purchase and the shipping fee to be paid for by the company, along with some kind of acknowledgement from senior management (none of whom are available when i ask to speak with them) that an issue like this will be handled in a more professional and efficient manner.

Business Response: This customer bought from a different company 1800wheelchair.ca its a canada company ill contact them and see if they could help

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
1) When the complaint was initiated with BBB, the Canadian option was not offered when this company name was entered.
2) the main office is based in **
3) there is not management in Canada and anyway to initiate a complaint in canada
4) the sales receipt include a U.S. Phone number for customer service so this leads one to believe that the company is actively involved in Canadian sales

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 While it is correct that a shipping label has been sent to me on Friday afternoon (likely thanks to BBB and this complaint) I would like to keep this file open until we actually receive a credit/ refund on my mother's credit card. This company, in my opinion, is not customer service oriented with regards to refunds, and my concern is that it will continue to drag on unless it is being held accountable by an overseeing body such as BBB.
This order was picked up by *** at 17:50 on Friday July **** so I anticipate that this file can be closed with satisfaction in the next week. many thanks.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: I will Relate the information to the Canadian CSR manager
please let us know if there is anything we could do now except waiting for your returned item?



7/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an ergonomic wheelchair on-line for my mom from 1800wheelchair.com on or around May ** of this year. It arrived at Mom's place (not super quickly), but was in good shape and as pictured in the ads. When Mom tried it out she liked it a lot but realized she would need the 20" wide instead of 18" wide which is what we'd ordered (based on the width of her previous chair.) We sent the 18" chair back within a few days (Jun ***), a few days after we'd received it, and well within the return window as specified by the manufacturer. I called 1800wheelchair and was given a return authorization (R/A) number which I wrote on the shipping label as instructed. According to *** tracking, the chair was received back at the manufacturer on Jun *. Since then I have called 1800wheelchair.com numerous times trying to find out why we have not received our money back so we can place a new order for the 20" chair. It's a simple exchange, but I was told they couldn't send out a new one until the old one is received, inspected and a credit is given. Why does this take so long? I've called 1800wheelchair several times and keep getting the same response: that they will let me know but have yet to receive any return calls.

Desired Settlement: We'd like the 20" chair delivered promptly. Yesterday my 84 year old mom said "they have my money but I don't have my new chair". What's up with this? I feel sad for disabled people who have to deal with this. I realize 1800 is a third party vendor, but they really need to get it together with their manufacturers and build a good reputation..why not?

Business Response: Your order was refunded Transaction Number: ************

7/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased a wheelchair from this company and not being able to use it, I returned the wheelchair for a refund which was arranged by the customer service representative through e-mail transactions. I contacted the representative about the refund and was told that she would check into it and I have received no further correspondence.

Desired Settlement: A refund of $99.00

Business Response: your arder was refunded Transaction Number: ************

Consumer Response: 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 and the matter has been resolved.

Sincerely,
****** ******



 

7/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a belt to assist in transferring my son from wheelchair to bed/car. Their website said to measure WAIST which I did. The belt was delivered and was too small. I contacted the company listed on the packing slip only to find out that it was the manufacturer and not the company I ordered from. They said the correct measurement should be the hip and not the waist. They checked 1800 wheelchair's website and said they had the incorrect measurement info on their site. I contacted 1800 wheelchair for return information. They sent me a return label via snail mail to use for the return the incorrect belt to get the correct size. I sent the belt back to the manufacturer using the return label that 1 800 Wheelchair provided me. I was getting no help from 1800 Wheelchair as to when a correct size would be sent so I contacted the manufacturer and was told the size I needed was on back order. It was not due in until after I needed the belt so I asked 1 800 Wheelchair to just issue me a refund. I was assured by 1 800 Wheelchair (via an e-mail dated 6/*/15) that once the manufacturer received the return belt they would issue 1 800 Wheelchair a credit and at that time 1 800 Wheelchair said they would issue me a refund that would take 2-3 days. That has been over 1 month ago and after a few e-mails requesting to know what the hold up was all I got was a "please be patient" response. Since that response I have gotten nothing from them. Due to the lack of response from 1 800 Wheelchair I AGAIN had to call the manufacturer to see what the issue was. They informed me that they had talked to 1 800 Wheelchair (on 7/*) and that they told them they had not received the return even though *** shows it was delivered. Come to find out that the return label that 1 800 Wheelchair sent me to get the belt to the manufacturer had the wrong address on it. The address on the label that 1 800 Wheelchair sent me was for a warehouse that the manufacturer had not used on over 3 yrs. Again 1 800 Wheelchair has made a mistake and is not taking responsibility for it. They should still send me my refund. PLEASE HELP!!!

Desired Settlement: I would like 1 800 Wheelchair to do the right thing and refund my money since they have messed this up from the very beginning.

Business Response: Hi

The item Was returned to the wrong place and we never got this back 
I will refund you the full amount anyway and we will follow up with you regarding the Return here is your Transaction Number: ************

****
1800wheelchair
Thank you

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The way I read this response from the business it looks as if they are
saying that "I" sent the return item to the wrong address and they are going to
be "kind enough, anyway" to refund me my money. As I said in my complaint...I
sent the return item to the address that was on the return label that 1 800
Wheelchair sent to me. THEY sent me the wrong address so it is THEM that caused
the issue. The item WAS received/left at the address that was on the label
that THEY sent to me.

Also...I, a few minutes ago, received a phone call from 1 800 Wheelchair.
In that phone call the lady said that the item has not been received and that
"I" sent it to the wrong address. She also said that she is not sure it they
can refund me (in their response they say they will). She said they will have
to investigate where it return item is and who may have sent the wrong label and
then only a supervisor and make the decision as to if I will or will not get a
refund. I then brought up to her that someone from her company called the
manufacturer YESTERDAY and that they were told that someone in their own company
sent a label to an address that the manufacturer has not used in over three
years. After I told the lady on the phone this she told me she knew because it
was her that called the manufacturer yesterday. How, then could she be telling
me that "I" sent it to the wrong address.

They are saying one thing in responses to you and then are telling me
another thing and are not owing up to the fact that someone in their company
made a mistake and they owe me a refund.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Your card is already refunded 

Sorry for the inconvenience

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

7/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a wheelchair on 6/**/2015 (order#*********) and my credit card was charged on 6/**/2015. On 6/**/2015, I called the company and spoke with ***** ** to check on the status since I didn't receive any further notification other than the confirmation number on 6/**/2015. At that time, she notified me that the item is no longer available. I asked to why they processed the credit card transaction and she stated that the process is automatically done. So after more conversation, I decided on a different wheelchair and she said the order would be sent for processing, giving me an order# *********. I explained that I needed the wheelchair by Friday, 7/**/2015, and she said that would not be a problem. Not hearing anything as of today, I called again and spoke with ******, and after 15 minutes, couldn't find my order. I told her that I wanted the order cancelled and my credit card credited the $194.00. She said ok and that I would receive an email confirmation, which never happened. I also asked to speak with the supervisor, who's name is ******, and I was told that she wasn't available. I gave ****** my phone number of contact for ****** to call, and I haven't heard from anyone.

Desired Settlement: I would like a notification that my credit card has been refunded and I would appreciate an explanation on why this happened and an apology.

Business Response: Hi *****

We are sorry for you incontinence 

For some reason the rep you spoke with did not follow up properly and we take full responsibility.
We already refunded your order your Transaction ID # *****************.

You should see it posted on your account immediately.

Thak you 
**** ******************

Consumer Response: 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 and the matter has been resolved.

******, thank you for your assistance in this matter, wishing you a great day!

Sincerely,

***** *****



 

6/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered a cushion and wheelchair for my mother in law in March 2015 - she passed away shortly after we received the items. We requested return authorizations for both item which they provided. We returned both items in late April then inquired as to credit. No response from their customer service so I provided proof of delivery on both items - still no response - I called, emailed and filled out the contact form on their website - no response. Today, June **, I called again and after being treated very rudely and being put on hold for 15 minutes I was told the credits were in process. This is not acceptable as the merchandise was returned well over 30 days ago. I was told that the credits will appear within 3-4 business days

Desired Settlement: We want full credit for both items without any restocking fees based on their lack of response to our simple request.

Business Response: HI

The manufacturer claims they never got the wheelchair back from the customer that's why its taking so long to refund the customer , but i went ahead and refunded the customer the full amount and we will file a complaint with the manufacturer im sorry for the inconvenience


****
1800wheelchair

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We provided documentation on 3 occasions to 1800 Wheelchair from *** of delivery on May *** with a signature on file so this response is inaccurate.  Until we see the full credit on the ******** account this complaint will not be closed. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: The manufacturer claims the never received it back but we refunded everything anyway here is the Transaction Number: ************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and i have attached proof of delivery so although I still believe someone is not telling the truth, we will accept this as closed since we did receive the refund. 

Sincerely,

***** *****



 

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a PVC Hi-Back Foldable Shower/Commode Chair from the site on February **, 2015 at 4:18am CST for $360.00. I called the next day and was told it would be shipped around 3-5 days from order date. I called again a few days later and was told it would be shipped soon. Then on February **, I called for the third time and also contacted the company by chat. The phone call was useless as the first two were. During the chat, I was told the manufacturer, ******** *******, had a problem with their system and that my order had been delayed. I was informed of this delay only because I initiated the communication which upset me, and 1800wheelchair, unsurprisingly at this point, said again that they were unable to verify when it would be shipped. I called again the next business day, March *, and this time was told ******** ******* had a problem with their system for a whole week and the problem conveniently started the day I placed my order, February **, and conveniently was solved today, March *. So not only did I have to initiate communication again to obtain this information, 1800wheelchair failed to perform due diligence to call the manufacturer themselves during my first three calls, and failed to ensure my order was placed and the product was built any time after three phone calls prior to March *. What happened to being able to process an order by pen and paper despite a system glitch, and backentering orders when the glitch is resolved? I fail to believe both companies as big as they are, 1800wheelchair and ********, cannot operate due to a system glitch. I fail to believe what I'm told about ******** completely shutting down their warehouse in Los Angeles that processes orders for the product I purchase because of the glitch. Now despite all of this, and after hours of communication with ****** ********, her subordinate Janice, and her ********** ****, on March * and hearing them place blame on their manufacturer, not accepting any responsibility with speeding up the 5 days lead time ******** claimed they needed to put together a handful of PVC tubes to build a shower chair, not offering to compensate their customer without my ask and persistence of being treated adequately in this situation, and despite finally settling on a $100 credit for the trouble and overnight shipping and delivery on March *, what happens? That's right. I called on March * because I received no tracking number, and no product by the end of the day. What was I told? The manufacturer was not picking up, some lady named ********* was out eating lunch (at 2pm Los Angeles time at that point). Guess what? I received my product on March * but based on the tracking number, the manufacturer did indeed ship it out on March * as promised but someone did not use overnight shipping. Exhausting to deal with such an incompetent company.

Desired Settlement: I want my full $360 returned to me and a written apology detailing what occurred so I can post it on review sites to warn future customers of this retailer. Unlike some of their competitors, they have no decency to take down products they can not fulfill or at least place announcements of delayed shipping on product pages. They lack the competency to keep in communication with their suppliers and abreast of what is in inventory and what is not, and relay that to their potential customers which is unacceptable. I find 1800wheelchair incompetent at dealing with delayed shipment of items which I find hard to believe occurs only in a blue moon as stated by ****, the ********** I dealt with who promised overnight shipping. A company that doesn't have the intelligence to know that in a situation like this, they must push their manufacturer to process an order faster than usual without the prodding of the customer, and to compensate the customer with not credit for a future purchase and more than a 10% refund for a 100% delay in delivery date...a company that doesn't have the compassion to respond in a situation like this especially when it's a shower chair for my mom who I informed them had not showered in over a week, has diarrhea, is washed by towel and water by my siblings and I while we wait for this chair...Despicable.

Business Response: Hello,

After our valued customer purchased the item on our website  the manufacturer's servers crashed and they were not able to fulfill any order sent to them at that (most people understand that sometimes things like this happen) so then we contacted all our customers about the situation and offered a 10% discount if willing to wait a week of cancel the order due to the delay in fulfilling the order, with this being said most of our customers agreed to wait and reflect the 10% discount back to their account. 

Keep in mind we are the liaison between our valued customer and the manufacturer, so in this case we do not have the ability to shi0p the item out ourselves. If we could we absolutely would to satisfy all due to inconvenience. 

Our customer ****** did agree to wait given that we accommodate her greater than 10% with an additional service of expediting her shipment. Furthermore we were able to accommodate a credit back into her account of $100.00. We even followed her request of conferencing her call with the manufacturer so she can hear the information and updated directly per her request. Due to the nature of the circumstance, the product that the customer ordered had a standard lead time of 5 business days, by the time the warehouse received access to all the orders it was on a Monday, we were able to rush her order before many others 1st to ship out that Tuesday for delivery Wednesday. Due to the weather the carrier was delayed 1 more business day, so instead of our customer receiving the item on Wednesday she actually received Thursday. Now due to her receiving item 1 day later than told, she is demanding that we accommodate her greater. We offered to return the product at our cost and provide her a full refund upon the return.

Customer are always right and we have done all we can to provide our customer with the best service possible upon her request. Although this is now becoming cumbersome we are still willing to help her by a return on item.


Thank you kindly,
1800wheelchair

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They never contacted me.  That is an outright lie.  I doubt they contacted any other customers.  I always initiated contact with them; they never contacted me nor offered anything without my request.  Furthermore, after I submitted my complaint they did not contact me about a refund.  I even told ****** ******** that I was reporting them to the BBB and she ignored my email and never replied to it and still has not replied to it.   Finally, the item was not even able to be put together.  I opened it last night and tried to but there are not pre-drilled holes in the loose parts sent so if I try to drill screws into the PVC pipes myself, it's likely I will crank the plastic.   No I do not accept the business' response because it is untruthful.  Plus I am offended that they think this is cumbersome when I'm the paying customers who has yet to have a shower chair to shower her mom in.  Even with lead time for product, I should have had it ready for my mom this Monday.  It's now Friday and even with parts sent today, they will not get to me until Monday. Weather related issues?  How about you check the tracking number for yourself and ask the carrier if there were any weather related issues?  Refund, what offer?  Only three of about ten emails I sent to them have responses much less a proactive reply to all customers of an issue and a 10% refund for all of them.  What a joke.  They weren't aware about until I pushed and they actually called the manufacturer themselves. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I won't accept this.  You know we had to use the chair because we called the manufacturer who contacted you to let you know there was a problem with the chair that was shipped.  They did not put holes in the PVC pipes but told us to go ahead and create them ourselves by screwing the screws into the pipes without pre-drilled holes - which was ridiculous but at that point, we needed the chair so we used it.  Why did we need it so badly?  Might I remind you it was because you, the person who sold us the chair, did not let us know there was a problem and that we wouldn't receive it in no more than a week.  If we had known, we would have bought another chair from another retailer.  So no, this is not an acceptable response. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

Business Response: We gave you a deep discount already and we charged you our cost and we overnight ed the item to you on our expense we already lost money on your order  i would not allow a customer to black mail us by going through BBB and just get a free Product for no reason you have the item and you used it if you want to return it we sent a call tag (also at our expense) and make sure its not used and its in a resale condition

thank you

3/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Two months ago I ordered and received extension handles for my wheelchair, the co. Suggested that two sets of clamps should be used for safety, so I called them but was unable on four occasions to speak to anyone that had knowledge of what I wanted, I ask to speak to a supervisor but they were always busy, I requsted that I talk to someone in parts or supply, all were to busy, the clamps cost $19.95 a set, If they will send me a picture and some way to order them it would be appreciated Thanks for you attention ***** ** *****

Desired Settlement: Order form for the clamps and I will be eternally grateful Thanks again

Business Response: HI

We tried to contact the customer a few times on the phone number ending in **** with no answer we will try again today and we are offering the part for free please try to call us again if you didnt get trough the first time

thanks

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** *****



 

3/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 1-**-2015 I ordered a three wheeled power scooter from 1800Wheelchair.com. After ordering the scooter, I decided I did not want it. I called the company and told them to cancel the order. I never did get the product, which was fine with me. The scooter was returned to the company. I requested a credit to my credit card. I have called the company at least three times and they keep telling me the same thing--the credit will be issued in the next few days. To date I still have not received the credit for $1495.00. They charged my account for this amount the next day after my order was placed. SWo9 why is it taking so long for them to credit my account ? Any help you can give me will be greatly appreciated.

Business Response: We were waiting for our quality department to issue the credit it will be done within the hour

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I still have not received credit for the charge on my credit card.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: HI

We already credited the account Transaction Number: ************ if you like to get on the phone with your bank to see why it didn't post please call me at **********
****

2/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am very disappointed with my purchase. I ordered a rolling walker and it arrived with missing parts - the button adjustments for both handles. My husband called and was told the parts would be mailed to us and they would arrive in a week or so. It was an expensive purchase and I was already charged on my credit card and now I can't even use it. I tried calling and the person didn't speak English, so I sent two separate emails to them asking if they could at least put a rush on the missing parts. They never responded. I also tried to do an online chat, and they disconnected from the conversation when I asked for help in getting the missing parts delivered sooner.

Desired Settlement: The missing parts to be delivered right away. My credit card shouldn't have been charged until all the parts arrive.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

1/15/2015 Problems with Product/Service | Complaint Details Unavailable
12/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchased a basket for a wheelchair using ****** on12/*/14, and the seller immediately contacted me the same day to inform me that it is discontinued and they are unable to fulfill my order. I had asked for a refund of my ****** payment, which they agreed to, but it is now 14 days later and I still have not received my refund after numerous emails asking when I can expect it.They had issued me a "credit memo" on 12/**, but I have yet to see any money credited to my ****** account. Plus, the credit memo isn't even for the full amount that I paid; they are shorting me the $1.92 ****** fee, even though they are the ones that need to cancel my order. And they are still advertising the discontinued item that is causing me all these problems:********************************************************** It should not take 14 days to refund money for an order that will never be fulfilled.

Desired Settlement: Refund my FULL ****** payment. There is no product to ship.

Business Response: Hi

we refunded $87.00 today for some odd reason the system didn't do it automatically please let us know if you have any issues


thanks
**** ***********x****


Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

11/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a mistake and ordered the wrong wheelchair on 09/*** On 09/** I called the carrior the next day and had the wheelchair returned. They received it back on 9/**. I was told it would take 2 weeks to receive the refund. I waited 2 weeks and called the company. I was told it would take one month from the day they got the item back. That would make the refund due by 10/**. They said the problem wad with their supplier and the supplier has there own policy on refunds. When I called I was told it would take at least one more week. I feel because of the time involved the company 1800 wheelchairs should make the refund. I ordered the wheelchair from 1800 wheelchair not the supplier.

Desired Settlement: I would like a refund now and an apology.

Business Response: HIs card was already refunded here is the transaction ID ************

10/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Oct. **, 2014 I called 1-800-wheelchair (***************) and placed an order for a Bodypoint Elastic Chest Strap Size Large (Sku ******) for my son who is in a wheelchair and needs it for his new shower chair. ******** ***** requires that the chest strap be in place before my son can use the shower chair. The price quoted to me was $55.00 for the chest strap and $7.00 for S&H for a total of $62.00. I asked the young lady taking the order when I could expect delivery and was told that, “we have it in stock,” and I could expect to receive it within 3 to 4 days. I was happy because they were in Brooklyn, my son’s group home is in Staten Island, and the strap “was in stock.” It couldn’t take more than 4 days. On Oct. **, 2014 not having received it, I called 1-800-wheelchair to find out what happened and was told by “****” that she couldn’t tell what happened but would contact the manufacturer on the West Coast (?) and would get back to me by Thursday, Oct. **, 2014. When I didn’t hear from her by Thursday, I called and was told by “******” that **** was “out.” I went over the story for the 4th or 5th time and ****** told me that she would arrange to cancel (?) the order and issue a refund which I could expect within 3 or so days. Today, Mon. Oct. **, 2014 I received an email advising me that my total refund would be $55.00 sans $7.00 for shipping and handling.. Since nothing has been received to date (almost 2 weeks since I placed the order) I have to assume that it was never sent out. ****** said she would cancel the order on Oct. ****. She couldn’t have cancelled it in “mid-delivery,” so she must have known it was never processed. How then could 1-800-Wheelchair charge me $7.00 for shipping and handling when the merchandise never went out? I have ordered merchandise for my son on the internet and by telephone (including the shower chair itself from another vender) without a problem but I’ve never come across anything like this – speaking to several different people each time and never getting a truthful answer. That’s the story up to this point. I would like the entire amount of $62.00 refunded to me within a reasonable time. After all, my charge card was debited for $62.00 by 1-800-wheelchair on Wednesday, October **, 2014 at 3:08:52 PM per confirmation of my order #*********. Thank you for your attention. I look forward to hearing from you.

Desired Settlement: Refund of the total amount of $62.00

Business Response: To whom it may concern

We refunded both,The amount of the item and the amount of S&H its only divided in 2 separate refunds see the transaction numbers below


Transaction Number: ************ is for $55.00
Transaction ID: ************ $7.00

Thank you
****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 The only communication I have received up to this moment is the advice dated 10/**/14 stating that I would receive a $55.00 refund referencing order number *******, when in fact the original order number was *********.  To complicate matters further, if the ******* number is representative of the refund (for merchandise only), it is completely different from what they now claim per their response to you.  This issue will only be resolved when I receive the $62.00.   In the meantime, thank you for your efforts so far.

 ****** ********

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thanks

Consumer Response: Better Business Bureau:

The $7.00 was credited to my bank account today in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ******** 



 

10/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On July *, 2014 I purchased an "EZ Adjust Bed Rail" (serial #*********, purchase order #********* from 1800Wheelcair.com and I had $197.45 charged to my Visa. My father refused to use the bed rail so after calling for a return info and a return number (#*****), I packaged up the product in its original packaging and box, taped a return address sheet on the box so as not to write on the box (their requirements were ALL met) and I mailed it at a cost of $43.61 to me. Canada Post tracking showed the package was signed for as proof of receipt on July **, 2014, well within the 30 days of guaranteed refund. I have called ###-###-#### in August twice, again on Sept. **** and just now on Oct. *, 2014. Each time I was put on hold for a good 10-15 mins while they contacted the manufacturing (?!). At times I was disconnected, others told I'd get np an email with more info. Still no refund to my Visa of course. Thanks for any help with this matter. Reviews online show TERRIBLE reviews of refunds, to the point of saying 'stay away!' Sadly, when in desperate need of health & safety equipment for a loved one, one doesn't always have the luxury to take time to read consumer reviews. So hoping you can help. My father passed away on Aug. **, 2014 so the emotions and stress have been intense. I do not need this ongoing issue with a company that promises to help by supplying needed health materials with a 30 day full money back guarantee. Thank you.

Desired Settlement: Refund on my visa! And an apology for such a run-around. I will NEVER recommend this company, ever.

Business Response: To whom it may concern

we refunded the full amont please find the proof of refund 

Transaction Number: ************
for $175


thank you 

**** 
1800wheelchair.com

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned 3 pairs of Dr. Comfort shoes. They were received back on 6/**/14. Order # ******. UPS tracking # ******************. I have only received credit for TWO pairs of shoes. I am still owed $105. I have called on 5 separate occasions. Each time they have said they are researching it and will call back. They never have.

Desired Settlement: I would like my credit card refunded for $105.00.

Business Response: we already refunded it see the trasection ID Transaction Number* ************ $105.00

Consumer Response: 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 and the matter has been resolved.

Sincerely,

*** ******



 

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had placed an order for a "Travelite Transport Chair with Bag" to an address in New Jersey. OrderDate: April **, 2014 Order#: ****** Payment Method: Paypal Order Amount: $145.70 My order was not processed for a week. On contacting after a week I was told that the order would not reach the destination on time for me to pickup. I "CANCELLED THE ORDER BEFORE IT WAS SHIPPED". To this day (June **, 2014) I have not received a refund on the order. I have called the company THRICE regarding the refund. Each time the answer was that "the agent could not reach their ********** to check on status". The last two calls were on: May **, 2014 15:36:00 Hrs EST: Answer: Refund will be processed and an answer will be send on my email. June **, 2014 15:23:00 Hrs EST Answer(******): Cannot reach **********. Re-directed to **********'s voicemail.

Desired Settlement: Refund charged amount on cancelled order to my paypal account through which the payment was made.

Business Response: Hi we already refunded the full amount 

thank you

Consumer Response: 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 and the matter has been resolved.

I just received an email from Paypal stating that the business has refunded the money.

Thank you.

Sincerely,

****** ****



 

5/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint is with 800wheelchair and manufacturer of chair, CTM HOME CARE PRODUCTS. I ordered for one of our residents, ****** *******, a motorized wheel chair. First was told we would have it within 10 days but it took about 14-17, however the problem is this. we paid 2020.00 for the chair. we had it only a week or so and I called this company back to return item. (only used twice). They told me through email and phone call that they had notified manufacturer of return of this item, and I would hear from someone within a day or so. Waited a few days and nothing. I called. after being on hold forever it seemed, I heard the same thing that manufacturer was told, and they would contact me (meaning manufacturer) NOTHING again. I called 800wheelchair again, and they said that the manufacturer wanted me to call them. I got a number. I called. Spoke to a *****. I got a rude reception. He told me (in so many words) that there would be a 35% restocking fee, that we had to pack it up in original box and send it to them at our cost, and of course the additional restocking fee of 35%. I told him the email I got said only 10%. he stated that they had a 35% fee. and pretty much told me they didn't care what email I got (not actually in those words)...that this product was not like a bike from Wal-Mart. its depreciates as soon as it is taken out of box.... I told him first off we paid an additional 250.00 to have "white glove" delivery b/c all that would be done would be chair dropped at curb if not the additional 250.00 wasn't paid, so we didn't have box. when I argued about the % fee again, I was irate, and he and I both got hot under collar, he hung up on my a couple times. when I called back I was told "well if you don't calm down I will hang up on you again.... I got disconnected, I assumed he hung up on me. I called back. during this call I noticed the email of which I spoke of was from 800wheelchair NOT from manufacturer (CTM HOME CARE PRODUCTS). so I apologized to ***** we laughed a few seconds, but then as we spoke I was told "get ready for a compromise" I told him that should come from 800wheelchair not either one of us. If their policy was 35% and 800wheelchair said 10% then we should be charged 10% restocking fee as it was stated, and then 800wheelchair should pay them the additional 25%. He said he would contact me back... he has not. I know they are waiting for me to call again so they can say something about 30days return etc but this is not professional on either one of their sides. THIS wheelchair was for a resident that was unable to comprehend what to do other than keep button pushed forward. she paid for this out of her money, money we want back minus only the 10% restocking fee. everything else should come from the company ctm home care products and 800wheelchair. this money could be put back in her trust here for her burial. This is just wrong every way shape and form. we are a nursing home... and we will NEVER ORDER anything from either one of these companies again. we have already started telling our residents family members about how this was treated and to buy their products elsewhere.

Desired Settlement: we would like this chair returned, with only the 10% of purchase price of 1770.00 (this is minus the 250.00 white glove delivery) that was told to us, and********* get back this amount, $1593.00. The return delivery charge and the other 25% should be paid for by someone else not Ms *******.

Business Response: *To whom it may concern

the manufacture is charging us 35% we only charge the customer 10% please ask the customer to call us back again and we will be glad to return it for a 10% restocking fee but the customer will have too pay for shipping back see below our return policy


General Return Policy
 
30 Day Return Policy
We want you to be completely satisfied with your purchase. Items damaged during delivery or sent incorrectly will be fixed at ******************'s expense. You may return your purchase within 30 days of receipt - see below for exceptions. To qualify for a return, please note the following:

Product must be unused, clean and not damaged
Original packaging and materials intact. Drive brand products must remain in their retail packaging, cannot be opened.
Return shipping costs are the responsibility of the customer. Refused deliveries are subject to a 5% return shipping charge.
Restocking Fees:  A 10% restocking fees applies to the following category of products: Power Wheelchairs, Electric Scooters, Stair Lifts, Wheelchair Cushions and Karman products, which have a 10% restocking fee. Please navigate to the specific product page for exact policy. A 15 % restocking fee applies to lift chairs and adaptive strollers. Golden Technologies lift chairs with heat and massage upgrades and premium fabric options are nonreturnable.

Refused deliveries are subject to a 5% return shipping charge

No Returns:  There are no returns on the following categories of products: 'built to order' items, hospital beds, ultra lightweight wheelchairs, custom wheelchairs, lift chairs, wound care, incontinence items, wheelchair scales, nutritional products, Invacare cushions, Tempur-Pedic cushions, Invacare 9000 series reclining wheelchair and bath all safety products. Please navigate to the specific product page for exact policy.

Roll-A-Bout:  Return must be made within 5 days of receipt.

Return Process:  To return a product, the above conditions must be met. Furthermore, we require that all returns follow these instructions for proper processing:

Call or email request to Return Authorization Number (RA)
Warehouse must receive item within 15 days of an RA# being issued
Report via phone or email a tracking number to customer service
Items sent without an RA number cannot be credited
Refunds:  All credits will be given after receipt and warehouse inspection approval.

Cancellations:  If you cancel your order after it has already shipped we consider it a return and the above policies apply.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The wheelchair that they helped me select was the wrong size (based off what they told me the sizing for it should be). it was a customization wheelchair from tilite. when i received the chair, it was NOT sized for ME. they told me if i contacted the dealer, i would be able to work SOMETHING out. after contacting tilite (the company that actually makes the wheelchairs), they said they had no problem returning the chair, and that 1800wheelchair has a return agreement with them. after talking to 1800wheelchair reps, they told me they COULD return this custom chair BECAUSE of their contract with tilite, sent me a return authorization for THE WHOLE WHEELCHAIR, and promised a full refund of the chair's purchase price ($1868.25). after sending the chair back through fedex (for an additional 400 dollars), when i spoke with them today, a DIFFERENT rep said "we don't do refunds on custom chairs, no matter the dealer" and told me i was "just supposed to send the wrong sized part back". i have 3 phone conversations and an email telling me to send back the entire chair. now, they're claiming they can't refund/reorder the chair (with the adjustments needed) without more information. when i asked what they needed, they said they had to talk to their management. i'm still waiting for a response.

Desired Settlement: I want them to accept the returned chair for the full purchase price (the chair had never been used, once we assembled it, it was obvious that i would be unable to use it), and use that refund towards the purchase of a new wheelchair. I have gotten a second party to confirm the measurements this time. I would also like them to remove the advertising that they "can help fit you in a wheelchair that's perfect for you", when their sales reps have no clue how to fit someone for a wheelchair, let alone OVER THE PHONE. I just want them to execute an exchange, to send me a wheelchair that actually fits me and accept the return of the ill-fit one. I would also appreciate a refund for the $400 I had to spend to ship the wheelchair back, though that honestly is the least important thing.

Business Response: To Whom It may concern


The customer called us to replace just the part and she returned the full chair although we states clearly on the return policy that custom chairs are not returnable but our vendor decided to tell the customer that thay will take it back we are trying to contact our vendor and see if they received it and they said not yet please ask the customer to provide information that she returned the chair and we will refund the full amount

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 They have received the tracking number and confirmation that the entire chair was shipped back.  also attaching a copy of the EMAIL in which it said to send back the entire chair.  The tracking number, AGAIN, through FEDEX is ************.  I will also stress that I was told on several occasions that the I COULD send the chair back, because of a deal with TiLite.

 I have given this information to every return rep I have spoken with.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 As soon as the refund is processed, I'll accept it.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: BTW they claim that they never authorized a return for the full chair only for the foot rest i called the sales rep and im trying to get this approved

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned 2 wheelchairs (Order #'s ****** & ******) in mid-March. To date, I have not received any credits on my credit card that was used to purchase the wheelchairs. One chair was too small & the other was defective. I have e-mailed & called several times with no return mail or call. I'm very frustrated with the poor service.

Desired Settlement: Full credit by end of April

Business Response: both accounts are credited

Consumer Response: 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 and the matter has been resolved.

Sincerely,
**********



 

4/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered and received a Transport Chair on 3-**-14. With my ordered, it was advertised free leg rest and carry bag with this order, but I only received the leg rest bag. I was told it was an error on the company's part and I would not get the carry bag. I filed a complaint with BBB, but on the same day dropped it because I felt it may have been an honest mistake. The next day, 3-**-14 a lady from the company called me her name was ****** ext.**** said "they will honor their mistake, and send me the carry bag and I should receive it the early part of the week 3-**-14"....That week went and gone, no carry bag. I called Evelyn, left a message on her voicemail, no response..I called Fedex, they have no record of this shipment. I feel like this has all been one big lie. I still have the message on my phone of the promise ****** said about sending the carry bag.

Desired Settlement: This company needs to own up and keep their promise and send the carry bag that goes with this transport chair.

Business Response: HI BBB

we did send out the other bag it takes between 5 to 7 business days to receive it this customer is filing complaints on a free gift that we accommodated and we sent it out we never said it will be shipped 100% with FedEx somtimes we use other carriers

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ****, before the matter is resolved, I would like the company to send me a tracking number or something to show it has been shipped. I was told it was shipped before and it has been longer than 5-7 business days.

Sincerely,

**********



 

Business Response: hi see below the fedex Tracking number *********it was delivered already

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

3/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our order was advertised as two day shipping, it took two weeks. We needed to return our wheelchair because it is to large. We wanted to order a smaller one from them but needed a refund first. Their website cheerfully says that if you follow the rules and fit the criteria. returns are happily excepted. The problem is, they will not respond to your phone calls or the "return form" they provide on their site. We have called them 3 times and filled out and submitted the form twice. They have a 30 day return policy, but since they ignore all efforts to get an RA# and their return address, they manage to put you beyond the 30 day window. I'll never do business with them again!

Desired Settlement: We would like a response to our many efforts to resolve our problem. We want to return our unused, still in the original packaging, wheelchair, as the 1800wheelchair website advertises.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

3/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ORDERED ONLINE A TRANSPORT CHAIR WITH " 2 FREE GIFTS ADVERTISED" (1 LEG REST BAG, AND 1 FREE CARRY BAG) WITH THE PURCHASED OF THIS CHAIR. I RECEIVED THE LEG REST BAG, BUT NOT THE FREE CARRY BAG. I CALLED CUSTOMER SERVICE AND ALSO DID AN ONLINE CHAT. BOTH ATTENDANTS APOLOGIZED FOR THE MISTAKE, BUT SAID I WILL ONLY GET THE LEG REST BAG. I SAID THIS IS FALSE ADVERTISING AND I PURCHASED THE CHAIR BECAUSE OF THE 2 GIFTS,,, NOT 1. IF THIS IS A MISTAKE, I SHOULD NOT HAVE TO PAY FOR IT. THE PROBLEM IS THEY ARE STILL ADVERTISING 2 GIFTS WITH THE PURCHASE OF THIS SAME CHAIR THAT I JUST BOUGHT.

Desired Settlement: I WOULD LIKE TO HAVE THE CARRY BAG THAT GOES WITH THE TRANSPORT CHAIR I BOUGHT.

Consumer Response: Better Business Bureau:

I  have thought about my complaint ID *******,  and I feel this was an honest mistake and I feel the company does alot of good for people. I am satisfied with the most important delivery: ( the transport chair). I really would have wanted the carry bag, but it doesn't matter. Please close my case, I don't want to pursue the issue. 
Sincerely,

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



 

1/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/**/13 I ordered an over bed table for my disabled mother's Christmas present. I agreed to pay an additional fee ($178) so that the table would arrive 12/**/13 to be on time for Christmas. I want to add that there were serious delivery issues as well. On 12/**/13 at 4:00 p.m.to my knowledge the table still had not arrived causing me to call 1-800-wheelchair to find out what happened. The company tells me that the table has been delivered by UPS and I say no one rang the doorbell, so I look outside and the box is just thrown on the lawn. Who knows how long it had been outside.Once my sister and I bring the box inside we notice a big and small hole in the box. We open the box and from the naked eye we notice that one of wheels is missing for the table and who knows what other parts are missing.I call the company back to tell them what has happened and was told that nothing could be done until 12/**/13 to address the issue. At that point I told that I wanted the $178 back since the whole purpose was so my mom would have her Christmas present on Christmas Day. I also stated that we still wanted the table but we wanted a new one and they needed to come and pick up the one that was sent with the missing parts.I have called 1-800wheelchair on 12/**/13, 12/**/13, 12/**/13, 12/**/13, 1/**/14 thru 1/**/14 which is date of this complaint. Each time I got a different story as to how they were going to resolve this issue. The original table has been picked up and returned back to by UPS 3 times since this thing has begun. Now I am not getting any return calls and they have almost $400 of my money and my mother still does not have a table.

Desired Settlement: Not only do I want a refund of the $178 for the shipping, since 1-800wheelchair offers free shipping anyway and the purpose of the paying the amount was defeated.We had researched 7-8 different companies for the type of table my mom needs and 1800wheelchair was only who had what she needed. My sister and I want the table for my mom as she really needs it for her needs but it has been almost 30 days with still no resolution in sight. If this can not be resolved I want a full refund of all money.

Business Response: HI

 
We refunded the overnight shipping and we sent out the new table see the UPS tracking ***********
 
we were waiting for the first table to come back in order to send out the new 1
 
thank you 1800wheelchair

Consumer Response: 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 and the matter has been resolved.

Sincerely,

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



 

1/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Friday January **, 2014 I ordered and paid for a wheelchair that was advertised on line. Since it did not have a way to pay for expidited service I then placed a call to the company. The service representative I spoke with told me I would have to wait two hours and call back. I did as instructed and the customer service rep that I spoke with assured me that the wheel chair would be delivered on Tuesday, January **, 2014. I explained to the service rep that I am due to have surgery on Thursday January **,2014 and would not be able to walk. She again assured me it would be delivered on Tuesday, January **, 2014. Today is Tuesday, January ** and when I checked the status of the delivery, it was suddenly on "backlog". I have been on the phone several times today trying to get the company to rectify their error to satisfaction and was told by Rose that she would call me back in 2 hours. 2 1/2 hours later I have been on the phone for 45 minutes and still this has not been rectified. The company is willing to send another chair, after I leave for surgery

Desired Settlement: Desired outcome would be to have the chair I was assured I would have today. And to get it no later than tomorrow.

Business Response: the customer was credoted back the full amount

Transaction Number: **********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *************, and have determined that my complaint has NOT been resolved because:

 

The company's response was that I was refunded the money.

           1) I requested a refund of my money, and was told "by the end of the business day" but had to go to my bank to put the charge into dispute, with the bank calling the company to get my money refunded. If the bank didn't get involved, I believe the company would not have refunded my money

          2) The company advertised equipment they do not have. False advertisement. 2) The company assured delivery by 1/**/13 and did not deliver.

          3) The equipment was needed for a medical condition, (having surgery and unable to walk or put weight on ankle for 4 weeks.

          4) I had to contact the company approximately 6 times, and placed on hold about 10 times totalling 2 hours of being on hold.

          5) I had to go to another company to have the same equipment delivered to me by today.

          6)***************R's bad business practices, false advertisement, and failure to provide services as arranged caused severe duress and anguish.

 

in order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**********************




 

1/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 08/***/2013, I attempted to purchase a wheelchair online through ************. The order was processed as approved and I was contacted a few days later by ********** (******************) and told that because I used an international credit card additional information was needed. Two days after providing the additional information I was again contacted by ***who said that the order still could not be processed and the item would not be sent to me. My credit card statement for August 2013 does show a charge from 1800Wheelchair.com for $629.00. I asked ***for a refund and was told that it would be processed within 48 hours. I checked my credit card statements for August and September and no refund had been issued. I contacted 1800WheelChair.com in October and was told by the representative Rose that I would be given a refund within 48 hours. I checked my statements for October, November and December and still no refund had been issued. I tried calling twice the support number (1******* ) and spoke to a Nancy and Stephanie who said someone would contact me and there was nothing they could do. Both representatives hung up on me when I asked when someone would contact me. At this point I believe that 1800wheelchair.com has stolen my money.

Desired Settlement: I would like to have my money refunded.

Business Response: HI

 
Our Credit card processing company sent us a notification that this order is fraud so we contacted the customer for new information and it didn't match the credit card ,
 
we than canceled the order and we refunded the full amount $629 here is the Transaction Number: *******
 
 
thank you

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ****, and have determined that my complaint has NOT been resolved because:

I do not understand how the business came to the conclusion that this was fraud. The business was provided both a US and international address for the credit card. The business was unable to verify the information for lack of experience in dealing with an international credit card. However, the business did not process a refund when I requested one on 08/***13, 10/**/13 and 11/*/13. Finally, after multiple inquiries in December and the involvement of the Better Business Bureau, I was sent an e-mail on 01/**/2014 that a refund had been processed...nearly 5 months after I asked for a refund for a product that I never received because the business could not process my order. Because of the prior promises of a refund and the fact that transactions on this international credit card cannot be viewed online, we must wait until the end of January 2014 -when the paper statement arrives - to see if the refund was actually processed. 

Sincerely,

*********




 

11/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a pair of shoes in mid-July from their website. When I received the shoes, they were not the same shoe nor the same brand featured on the website. When I called and spoke to the customer service rep, she checked and informed me the shoe I received had replaced the one featured on line and it had not been changed. This was after several e-mails and phone calls. The rep offered to try and get the original shoe that I ordered, but it was no longer available. I did not want the shoes that I received and she told me they could be returned. I received a return authorization, sent the shoes back, had confirmation that they had been received, but had not received a credit for several weeks. I made numerous phone calls and e-mails to the same customer service rep and she would tell me that she was going to take care of it for me. She told me she could not issue my credit until they received their credit from the manufacture where they ordered the shoes from. I didn't understand why I had to wait for my credit which I paid directly to 1800wheelchair, not the company from which they purchased the shoes. After about 2 months of still waiting, I filed paperwork with my credit card company to dispute the charge. They have given me a temporary credit pending their research into this matter. I called 1800wheelchair repeatedly, to resolve this but was unable to get them to issue my credit of $107.95. They made no attempt to resolve the matter even after I informed them that I would be filing a dispute with my credit card company and filing a complaint with BBB.

Desired Settlement: They need to change the policy, customer should not have to wait for a refund or credit that was paid directly to them. This is not acceptable policy. I had no product and no refund.

Business Response: We issued a full refund to the customer as soon the return claim was approved then the customer went to the credit card company to chargback the charge we opened a complaint and it took the credit card company 30 days to get back to us and we issued the credit again just to make the customer happy

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]the response from the business is NOT true.  I returned the shoes, UPS shows proof of delivery via the tracking number, ******************,  on 8/**/13 at 9:40, and signed for by the counter agent.  As of 10/*/13, I still did not have a return credit.  This was after repeated and numerous phone calls to the customer service representative, ****** ********, who would keep telling me that the company had to obtain their credit first from the manufacture of the shoes that I ordered. After waiting over a month for a credit issue, I then disputed the charge with my credit card company.  Only after filing a dispute with my credit card company, and filing a complaint with the BBB did the company issue me a credit on 10/**/13.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
******** *******

8/8/2013 Problems with Product/Service | Complaint Details Unavailable

Customer Review(s)

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Customer Reviews Summary

5 Customer Reviews on 1 800 Wheelchair.com
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