ComplaintsforMedisave US LLP

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is no way to contact them to cancel order. Their website states you must call their customer service number only and speak to a representative to cancel order; however, their phone number places you on wait, then directs you to a mail box (but you cannot leave a message, because their website says that they will not cancel any orders unless you talk to a person, no emails no voice mails, no messages). So, how can you cancel your order then? They make it IMPOSSIBLE to. I sent them two emails, left a voice mail, and called them three times, each time I called their number I was on hold for over ten minutes only to be told "your call is next in line, thank you for patience" then...two minutes later "please hold high call volume" then..."please leave a voice mail message" I emailed them with my order number and I want my order cancelled. My order was NOT shipped yet and I have tried multiple times to contact them with no way to reach an actual human. I need my order canceled immediately and not charged. also, their website lies and says you can talk "live to a person" this is NOT true. There is NO LIVE CHAT option, their website is deceptive and misleading and their policies make it impossible to get order canceled then. I want my order canceled. Order number: ORDER US441472 amount: $236.48 items ordered: Pod Technical Cardiopod II Stethoscope Case for all ******** Stethoscopes - All Black × 1 No Engraving HALF PRICE CASE (-$12.49) $24.99 $12.50 ******** Cardiology IV Diagnostic Stethoscope: Black & Rainbow **** × 1 HALF PRICE CASE (-$0.00) $223.98 Subtotal $236.48 Shipping $8.99 Taxes $0.00 Total $236.48 You saved $21.48 The reason for canceling: My company is providing new stethoscopes, therefore I want my order cancelled. They ask for this information to "cancel the order" and I have provided all the information. Name: ******** ****** Order date: January 16, 2024

  Business response

  01/18/2024

  Sorry we were not able to receive your call.  Winter weather delayed our staff this morning.  We did receive your service ticket and your order was canceled and refunded in full as requested.  You should have received an email with that confirmation.

  Customer response

  01/18/2024

  
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I tried to order an engraved stethoscope last week as a Christmas gift and it says on their website order will be shipped out within 24 hours and the item was supposed to arrive before Christmas. Fast forward to today and they said my order wasn’t even processed yet and that they are doing orders for expedited shipping first, so basically I got bumped to the end of the line and probably wouldn’t have been even shipped until next week. Their website states they will inform you if there are any delays which they did not obviously and the manager simply said “we’re too busy to contact everyone.” They then offered to ship it out today but with standard shipping it wouldn’t arrive until after Christmas now and then tried extorting additional money from me to have me pay for expedited shipping since they couldn’t have it “eat into their profits.” It seems like a great way to extort additional money from customers around the holiday by saying they can’t guarantee their 24 hour ship time despite advertising it on their website and then not informing customers of any delays, and then extorting them for additional shipping costs. Anyways just an FYI in case anyone is thinking about ordering anything from medisave.net, think twice and choose another authorized ******* dealer! I just reordered with mystethoscope.com and they are shipping out the next morning!

  Business response

  12/22/2023

  Our website offers no guarantee of 24 hour fulfillment.  It simply states that "we only aim to dispatch all orders within 24 hours. Monday to Friday." There are premium shipping options which are available and do receive this expedited production and transport.  Many customers have taken advantage of these options. This customer chose the free shipping option.  Most customers understand that orders have differing priorities and, at a time of unprecedented order volume, some orders will ship before others.  This customer seemingly does not.  I did speak with this customer, apologized for the delay (one day from the expected ship date) and offered to make sure the order shipped that same day.  We always try to accommodate customers in this way.  I did say, however, that the free UPS Ground option she selected was not guaranteed for delivery by Christmas and that we are seeing delays with all of our carriers due to holiday volume.  I offered that we could ship the order overnight for guaranteed delivery by Friday but that there would be additional charges involved.  Characterizing this as "extortion" is hardly accurate.  I said we would charge the difference between our cost of the free shipping (free to our customers but not to us) and the final cost of the overnight shipping (around $20).  The customer was not satisfied with jumping the line and receiving discounted priority shipping.  She asked to cancel the order which we did, fully refunding her order.

  Customer response

  12/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Stating the 24 hour dispatch is not a guarantee is indeed, FALSE ADVERTISTING. It is listed on multiple places on their website that orders will be dispatched the same day “All orders placed before 4.30pm Monday to Friday will be processed the same day and sent by either tracked postal or tracked courier.“ There is no fine print attached to this estimate so customers would believe in good faith for this to be true. 
  
  The website also lists that customers will be notified of any issues with their order (See attached photo). If I had not called the company, I would’ve never known my order was not even started. Had I known this earlier, I would’ve immediately canceled my order and ordered with another company right away. After I canceled, I was able to get another authorized ******** dealer to fulfill my order in less than 24 hours. 
  
  The website also says that you will not be charged until your order is dispatched (see attached photo) which is also false information, because my credit card was immediately charged, despite no intention of fulfilling my order in a timely manner. So this company simply takes your order and money immediately despite fully knowing they do not have the capacity to fulfill your order, and do not notify you of any delays, despite their website saying they will do so. 
  
  Telling customers they cannot rectify their mistake due to “it eating into their profit margin” is a little ridiculous. The supervisor also hung up on my call mid sentence when I tried to confirm when I would be refunded. This company should close up shop if they can’t communicate effectively with customers and then try to rip them off by selling expedited shipping right before the holidays as a pressure tactic now their gifts won’t arrive in time. It seems like an intentional scam not to process the order and not contact the customer of any delays and then offer them to purchase expedited shipping at their own cost in order to receive the item in time due to their failure to fill the order in quoted timeframe.  
  
  Sincerely,
  
  ******* *****

  Business response

  12/22/2023

  Same day dispatch is available - for customers that choose priority shipping options like Next Day, 2-Day or guaranteed 3-Day shipping services.  Most customers realize that ALL orders can't ship the same day.  Our website and the images this customer sent make no such claim.  Only that we "aim to dispatch all orders within 24 hours" which we do. With only so many hands and so many hours in the work day, some orders will be delayed.  The holidays can be challenging.  We understand that this customer feels aggrieved and apologize for her unmet expectation. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/21/23 - Purchased 3 items from MEDISAVE.net, one of which was a *** ********* ******* *** Monitoring Stethoscope: Caribbean Blue**** × 1, Engraving (+$9.99) =$108.98. Shipping = $11.88 Taxes = $0.00 Total = $132.42 06/02/23 - Package arived. Stethoscope/box damaged/filthy. Immediatly sent email to ************************ reporting damage and requesting replacement. No response. 06/07/23 - Called MEDISAVE at ###-###-####. Rep Fred aknowledged replacement request and will send return label for the defective item. He would send a new/replacement stethoscope once they received the defective one. 06/14/23 - Returned damaged stethoscope at ****, ****** ** 06/24/23 - Received supposed new/replacement stethoscope - one of the earbuds was torn/damaged. Sent email with video showing me opening the package and the damage ; requested return label for the instrument and a refund - no longer want to purchase from this company. 06/26/23 - email from MEDISAVE refusing to refund. Offered to replace earbuds. 07/11/23 - I responded that the damage was clear on the video, that I no longer trust MEDISAVE and even suspect that this is a legitimate item. Frustrated and with much reservation, I accepted the replacement ear buds. No replacement parts were sent to me. 08/06/23 - I sent email requesting the promised replacement earbuds. 08/09/23 - Email from Medisave (Fred) stating he would re-ship the replacement earbuds. 08/10/23 - Received replacement earbuds in the wrong color. Immediatly emailed Medisave (Fred) reuqesting return label and re-shipment of correct item. 08/11/23 - received email from MEDISAVE (Fred) : "I can't be sending you return labels for products, you never specifi ed the color of the ear ti ps, andfrom the photo you sent I see no issues with the original ear ti ps. If you want to exchange them,send them back at your cost and when I receive them, I will send you the grey ones." 08/14/23 - Sent email to MEDISAVE reminding them (Fred) to cunsult the original order in order to ship the correct item, to check for quality before shiping item (which was damaged twice), and remind him that he saw the video and aknowledged the damaged earbud and so agreed to sent a replacement. No resonse yet.

  Business response

  08/15/2023

  While very rare, it does sometimes happen that our carriers mishandle our packages and that these ear tips are not fully formed and split along the seam from the injections mold process.  That this customer received multiple sets of defective ear tips challenges probability but, as it is a relatively inexpensive item, we have once again shipped this customer another set of ear tips along with instructions on how to properly remove and replace them.  The stethoscope itself, as it was personalized, can not be returned for refund.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a core iv stethoscope from medisave . Order ******** I have called 2 weeks straight and emailed but no resolution. They claim they cannot replace or refund the faulty stethoscope which cost almost $400. I told them the apparatus acoustics were faulty and it keeps falling apart. These people are criminally operating in my view and if you search ****** reviews you will see why . How does a business with bbb rating of A have no resolution avenue. This needs to be addressed. I have my receipt and all email conversations. Thank you

  Business response

  07/06/2023

  ****

  As discussed, the warranty for this product is held by the manufacturer, ** ********.  Unlike their other models, this electronic stethoscope is unique in that ******** requires all warranty/service concerns to be processed through their Quality Control/Customer Care departments.  You were supplied with the contact details when you first spoke with us. As discussed on the phone with you this morning, you said you had not received any response from ** ********.  I offered to reach out to my ** ******** representative directly whom we rely on for such matters.  I mentioned that he might be on vacation.  I emailed you as soon as I received his automated response indicating that he is out of the office until Monday, July 10th.

  While it is unfortunate that you are having issues with this personalized medical device and that you have received no response from ** ********, there is no fraud here and the responses you've received from Medisave have been prompt and clear.  I will continue to work on your behalf to find an equitable solution to your problem.

  Sincerely,

  Robert K*****, Medisave Director of North American Operations

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a ******** Stethoscope- Black & Champagne with my name engraved on July 6th at 8:52 pm. The payment went through and I selected the ****** ****** ****** ******* - Priority Mail 3-Day. I received an Invoice #********** & Order #**********. It has been three days and I have not received no update. I have called several times, I have been caller #1 and never am I able to get in contact with a representative. I need to know what is going on with my order because I am a nursing student who needs my stethoscope. I would like to have a refund if I cannot receive my order or I would need my order asap.

  Business response

  07/08/2022

  As discussed on the phone, we do have a very high order volume and the shipping option you selected is not a guaranteed service.  We did bump your order up to ship today and will email you the **** Priority Mail tracking.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩