ComplaintsforCWI Medical, LLC

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have severe gastroparesis and my doctor recommended I immediately start Vivonex, a POWDERED based feeding tube formula. I was going to be required to use it orally. I ordered $300.00 worth of POWDERED SEALED formula from CWI Medical per my doctors recommendation. While waiting for it to arrive, I had to start on using the samples of Vivonex that I had due to my deteriorating health. It was then I found out that I cannot absorb the massive amounts of maltodexdrine in the formula due to a severe reaction. When the Vivonex arrived from CWI Medical, I left it sealed in the box and immediately contacted the company for a return, They refuse returns based on it is a nutrition. However, it is just a POWDERED product still completely sealed with a very long shelf life. As a disabled very ill person, with limited income, giving away $300.00 to a company for a product that by all logic can be returned literally means I have no way to purchase a formula that I may tolerate. This company is using every loophole they can to keep disabled and sick peoples money for themselves. No company should be allowed to use nonesense loopholes to take advantage of customers seeking medical necessities. I have had reactions to POWDERED nutrition products before and EVERY other company accepted returns of sealed powdered nutrition so there are no safety hazards in doing so.

  

  Business response

  02/26/2024

  As with all medications or nutrition formulas, as per our return policy, for health and safety reasons we are unable to accept returns or exchanges of eating (nutritionals) and mouth (Enteral Feeding Sets and Pumps) products.   This individual has been posting that they did not open it, that they did open it, that it was damaged and expired in order to retaliate against us because we are choosing to abide by our return policy to keep customers safe.  The individual was advised by their doctor to order this item, and in another review site claimed they open the item, but now wants to return it, but we do not accept returns of medical nutrition same as any policy where medications cannot be returned.  With this complaint, they sent a picture of a bottom of a plain brown box.  Attached is their review on our ****** page and on Yelp (************************************************************************************).  They also claimed the product was expired and crushed in one review to manipulate our decision and make a false claim on our reputation, yet the lot that was shipped to her expires 1/13/2025, and based on the box of the photo they included, the box appears completely undamaged.  Also, the item comes in small packets, so we are not sure how it could have come crushed, nor did they originally report any damage to their order.  In another review, they state that the product is perfectly fine.  We cannot accept their return for medical nutrition.  We hope they feel better soon.  Thank you.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was processed on May 8, 2023 I paid them $100.75 for 2 orders of Ensure Clear Liquid Drink I paid them to receive the item. No information was provided to me that the order was accepted, nor any shipping information. Its May 16, 2023. Its been 8 days. I took the time out of my day to contact them about my order. I wanted the order canceled. They said they couldnt cancel it because it was shipping today. Sure The business has done nothing to resolve the problem. Just wants to take my money and provide no information about when the product is coming.Order number ******

  

  Business response

  05/16/2023

  Hello,

  This customer was never charged. A preauthorization was placed to verify their form of payment. The order was able to cancelled as requested by the customer today.  The pending charge will be voided within 24 hours.  If the customer has any further questions, please have them call ** at **************, Mon-Fri, 8:30 AM to 5:00 PM ET.

  Thank you.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $277.15 for 6 cases of Ensure Clear, and was charged $253.65 for 5 cases. My order number is ****** and ******* (there are two different numbers for the same order, which they said is part of their system). They shipped my package to the billing address instead of the shipping address that I entered, because there was a glitch in their system that showed no shipping address on the printout. I called asking if they would cover the cost for me to ship back the package to them, because it is over 50 lbs and would be expensive to ship back. However, they said it is my fault that it shipped to the wrong address, saying I didnt enter a shipping address; even when I submitted documentation proving that I did enter a shipping address because the order history on their website does show that I did they said "computers dont make mistakes, people do," and "nice try, but" I would have to deal with it.I placed the order on 2/9/23, but because of manufacturer backorder, it didnt ship until 4/18/23. I have attached the paper trail showing this.

  

  Business response

  04/21/2023

  Hello, upon full review, ****************** is correct.  Please have him contact us at **************, Mon-Fri, 8:30 AM to 5:00 PM ET.  **************** has been instructed to have his order picked up and shipped to his desired address, or to reimburse him for any shipping fees he incurred.

  I apologize for this, and will be investigating further, so it does not happen again.  Also, I hope ****************** kindly accepts a coupon for 10% towards his next order should he choose to continue to do business with us (coupon code *******, valid through 10/20/2023).

  Thank you, and again greatly apologize for the inconvenience.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Not really a complaint but I ordered from them over a week ago and the order still hasn't been shipped out Just need an answer of when it could arrive

  

  Business response

  09/01/2022

  Hello. Samples are shipped directly from the manufacturer through the *********** and normally take 7 to 10 business days for processing and shipping.  If the customer have additional questions about their order or about the product, or would like to try another brand or size, please have them call us directly at **************, Monday through Friday, 8:30 AM to 5:00 PM ET or to email us at *****************************.

  Thank you.

  Customer response

  09/02/2022

  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered Nutramigen Nursette Bottles (2oz) 2 fl oz Bottle, Case (48 ct)from *** during the formula shortage. Understandably so and putting aside that I waited weeks to receive the product, they sent me formula that expires in 30 days. When I emailed them several times notifying them of the close expiration date when the product normally has a one year shelf life, and that I wouldnt even be able to use all these bottles in 30 days, they simply ignored my emails. Taking advantage of moms trying to feed their babies during this shortage is absolutely horrible, and providing them with formula that will expire in days, is bad business practice. Thankfully I looked at the date or my child could have possibly gotten sick over this.

  

  Business response

  05/24/2022

  Hello.  This customer has not emailed us about the expiration date.  The customer placed their order on 5/10/2022.  The only email she sent on 5/10/2022 (see attached) was to see if the Infant Formula Nutramigen Nursette Bottles (2oz) was in stock, and on 5/15/2022 was about her order status.  The formula shipped to the customer was shipped out straight after receiving it from the manufacturer on 5/19/2022.

  Nutramigen Nursette Bottles do not have a year long shelf life unlike the powder.  Nutramigen Nursette Bottles have a short shelf life of one-month as compared to some of our other liquid infant formulas because the unique composition of this product affects the stability of vitamin D.  See attached for the product description.  This customer's order came directly from Lot ******* with a 7/1/2022 that came into our warehouse on 5/18/2022 and shipped to the customer on 5/19/2022, and delivered on 5/20/2022.

  During a global shortage of baby formula, I hope this customer is not trying to take advantage of us considering we did our very best to get their order out as soon as possible.  We shipped this customer the most current, possible inventory we received directly from the manufacturer. 

  Thank you for your time.

   

   

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/23/21 I placed an online order through my phone for Covid-19 Quickvu at home tests. The site stated they had the tests in stock and they would ship 12/27/21. I spent $124.35 in total with shipping. I never received anything from them. They have never stated the tests were backordered or sent me any updates at all. When I log into the site it just says it's in processing. When I visit the site the estimated ship date just keeps changing without any further info. It's been 4 weeks so I contacted them today for a refund since there is no shipping date in site. They stated that they can not cancel my order. They claim that there was a banner across the top of the page stating Covid test orders are not cancelable. This was not the case when I ordered. They have added this AFTER my purchase due to the numerous amounts of complaints received. I didn't sign anything stating I couldn't cancel my order if it wasn't delivered. I would just like my order canceled and my money returned. This is clearly a scam to take peoples money in a pandemic. They have reviews from people that ordered in October that still haven't received their ordered.

  

  Business response

  01/18/2022

  Hello *******,

  While I am reposting this most of this information from your ****** Review, I do want to make it clear that we did not anticipate the major shortage of COVID-19 Rapid OTC At Home tests from the uptick over the holidays.  It is a priority to not only myself, but to the whole company to fulfill orders as soon as possible.  We have been in the medical supply industry since ****, and even working with different pandemics over the past decades, our current COVID-19 pandemic has been a nightmare on all ends from the manufacturers to distributors to our customers, that we always try to do our best by.  We, are ourselves, have been subject to manufacturers being only able to provide estimated dates of arrival.  While, we are getting them in at intervals at this time, order are shipped chronologically as they are placed.  All COVID tests and COVID-19 related items are non-cancelable and non-returnable, and we have been upfront about this by displaying this information at the top of the item page in a scrolling banner, in the item description, at the Add to Cart section, at checkout, because quite honestly, it doesn't suit us to hide this information from customers, and we are not in the business of bamboozling our customers.

   

  We do apologize for the delay. Since there is an open dispute associated with this order through Paypal, Paypal, themselves, will need to finish the case before we can do anything on our end.

   

  Thank you and hope you stay safe.

  Customer response

  01/19/2022

  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 just want my refund. Once that is provided I will accept their response. 

   

   

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

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

  Customer response

  01/29/2022

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12/23/2021 I ordered some COVID home testing kits. At the time I ordered, there was no banner at the top of the site advising these were out of stock. Nowhere did the site stipulate anything was out of stock until I clicked "PURCHASE". If they had conveyed that these items were out of stock I wouldn't have completed the purchase and would have kept shopping on other sites. The banner they show at their website now was NOT present when I accessed their website. I've been in contact with the company a number of times to no satisfaction. They still do not have the items in stock and I no longer am interested in purchasing them. I simply want my order cancelled. To be clear, this organization no longer has authorization to charge my account and I do not want these items shipped to me when they ultimately (if ever) do become available. I feel they are taking advantage of the consumer and are being deceptive with their claim that they have been transparent about these items not being available when I ordered them. I've reviewed your site and I see where CWI Medical has satisfied another consumer with a similar complaint. I've attached a document showing the chronology of my communications with this organization. Note that I have redacted my personal identifiers in the document..

  

  Business response

  01/10/2022

  Hello.  The order was cancelled prior to receiving this notice, and their card was not charged.  Thank you.

  Customer response

  01/10/2022

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/2.0/2021, I ordered covid at home test as the site said they were available . Once I placed the order it turns out they are not available likely until mid-January and I needed the test right away. I was able to procure the tests elsewhere and no longer need this item. The business did not make that clear and I believe that their unwillingness to give a full refund is poor business practice leaning on fraudulent potentially.

  

  Business response

  12/23/2021

  Hello. The Quickvue COVID-19 Rapid Test is a high demand COVID-19 related item and we have visibly posted at the Top Banner that scrolls down with the product detail page to inform customers of the Restock Date for 1/3/2021, along with that orders COVID tests are non-cancelable and are non-returnable.  We have posted it in the description of the product at the top and bottom as well.  We have also posted to call to preorder at the Add to Cart Button.  We have tried to be clear as possible with the situation for this product, and it is impossible to know if a customer has chosen not to read any information on the product.  This product would ship to the customer once received in stock, as customers who have also placed orders do need them because the pandemic is still ongoing well past into next year, and are able to preorder.  Please find attached, screenshots which can also be viewed at *******************************************************************************************************.  We are aiming to be as upfront about it, whether ordering online, reaching out to us through chat or calling us to place an order.  Stating that we are unclear about this product is simply untrue.  The customer would be receiving the product once it is restocked, so there is no basis for stating that we are being fraudulent.  For the customer to claim both is manipulative and untruthful.

  Thank you for your time and wishing you a safe and happy holiday season.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/20/2021 I ordered a self test COVID kit, the same day I got an email saying the product was out of stock and won't be restocked till the end of October. If I has seen this on the website I would not have put this order in. On 9/22/2021 I emailed asking to cancel my order and today 09/23/2021 I got a response it is non cancelable. They nolonger are allowing people to place this item in their carts and it clearly states item will not be restocked till end of October. I do not feel it is right for them to refuse to cancel my order withing 7 business days when they were allowing people to buy an out of stock product and I would like my order canceled as now I have to spend more money elsewhere to get my test done now while I am sick, not in a month when im better or worse and in a hospital. The website says non returnable, im not asking to return a product, im asking for the order i ordered under false pretenses is to be canceled To me this is unprofessional during a pandemic.

  

  Business response

  09/24/2021

  Hello. This is a COVID-19 related item, and our policies for COVID-19 related products are clearly displayed at the top of our website, the top of the product page, with messaging next to the Add to Cart button, and in the item details section on the top and bottom of availability, and only on the emailed order confirmation. There are no false pretenses being made, and we are being upfront as much as possible with our customers to know what to expect that during the pandemic, there will be shortages and times to fulfill COVID-19 related items, such as these COVID-19 Rapid Tests, time to fulfill. Due to the nature of these products all orders for masks, hand sanitizer, disinfectants, COVID diagnostic tests and other PPE are non-cancellable, non-returnable as of February 2020. We will however provide a one-time exception to Ms. Burnham cancel her order with a full refund. Thank you.

  Customer response

  09/24/2021

  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,
  
  ****** *******
  
  
  
   
  
  

*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. ↩