Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new antigen from My Medical Outlet in February 2024 . I used at approximately six weeks and received an error message. At which time My Medical Outlet required me to send it back to them at my cost for warranty repairs which I did May 9. It has now been almost six weeks and when I call My Medical Outlet all they do is tell me that theres no timeframe that it could be months before I receive this product back that I paid over $2400. purchased this item new so I would have a security of being able to go out and be with my family and enjoy my life again instead I am sitting at home able to do anything. When I call them, they are uncaring almost to the point of rude and absolutely unwilling to helping anyway. They say its Inogens fault because Inogen does not provide updates but they assure me Ill get it back someday. Now I cant even make plans to be away from home for more than a few hours at a time. My family has wanted me to go camping and on trips with them which is why I bought this machine and I cant. My medical outlet employees were all very nice when I was buying this product with them, but now they are absolutely no assistance, rude and unhelpful. I find this unacceptable that I would purchase something brand new and then them not be willing to do anything to help me but tell me that I have to sit at home and wait. I asked them to send me a new machine and when they get my machine back from being repaired, it could be sold as refurbished. They absolutely refused anything. They do not care about their customers only about getting the money. I would like an exchange for a new machine or a refund. They said no to both.

  Business Response

  Date: 06/18/2024

  Good Day

  The customer *********************** placed an order with our company on 02/26/24. The Product she purchased was the Inogen One G5 Portable Concentrator.  We offer a 30 day return policy if anything is wrong with the product and then the product is covered under manufacturer's warranty by Inogen.  We specify this information on our website: *********************************************************; as well ****** was notified of this information via telephone as she placed the order with one of our sales representatives.  On the product page : ******************************************************************************************************************* , we specify the Manufacturers warranty period of 3 years.  We Specify under warranty that the customer is responsible to ship us back the product and then we send the product to Inogen as we are an authorized dealer of theirs.  Inogen at that time will begin testing and fixing the product.  They do not offer any updates until they are finished repairing the product.  At the completion of this process Inogen sends us the product back and we send it over to the customer at our cost.  The Customer returned the product to us on May 15th under Warranty By *********************** and we sent it over to the manufacturer.  We have been in contact with her and have notified her that we do not offer replacement units when a product is sent in under warranty.  We have to unfortunately wait for Inogen to fix the product and as soon as they let us know they are finished we will contact her immediately.  As stated to ****** numerous times, Inogen does not provide repair updates while the product is being fixed under warranty.  Sadly we are beholden to the manufacturer to complete their repair and we would love to get the product back to ****** as quick as possible.  From the moment ****** contacted us about purchasing the product she was aware of our return policy and the manufacturer warranty policy and we are always available to speak to her during our business hours.

  Thank you.

  Customer Answer

  Date: 06/25/2024

  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 knew this would be their answer.  I dont understand how there can be absolutely no timeframe for repairs and no help for the customer.  Im left without an expensive medical device I need and purchased from them and while they hide behind a policy and only offer an apology.  I managed large customer service teams for decades and never would have left customers without some basic information.  No time frame for repairs is unacceptable from them or from Inogen.  I knew they would do nothing even with this complaint.  They have NEVER reached out to me.  Ive initiated every contact by phone and email.  Not that it would matter if they did because its clear nothing will be done.  Hopefully someday Ill get this device back.  Meanwhile I have to figure out how  to get the equipment I need now that Me Medical Outlet and Inogen have my money and my equipment.

   

   

   

   

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

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

  Business Response

  Date: 07/17/2024

  Good Day

  We have been in constant contact with the customer from the moment she sent in her product under warranty via email and telephone calls from ******.  ****** has spoken with our returns department, our customer support and sales department in regard to the product since May 9th when she originally called in regard to an issue with the product.  Unfortunately, ****** is looking for constant updates with the progress of the repair which we are not provided from the repair company.  We are notified when they are finished fixing the product and are ready to ship it back to the customer so that we can confirm the customers shipping address.  We specify this information on our returns page: ********************************************************* . We have reiterated that information every phone call but until we can provide an exact date or any update from the repair company; she thinks that we are lying to her and never giving her a product back.  We would love to get her the product back but until it is done being fixed and we are notified by the repair company we are not able to do that and dont have any updates until they contact us and let us know they are finished.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/1/24 My Medical Outlet charged me for a dozen oxygen nasal cannulas that I did not order. I called the company and explained that I had not ordered them and that I wanted to return and get a refund of the charge. I explained to them that I could not have placed the order because at the date and time of the order I was enroute to an eye doctor *********** and did not make the purchase. Ignoring my refute of the charge, they refused to authorize a refund because the box had been opened. The cannulas were in individually sealed plastic bags so there was no way my opening the box contaminated anything. I have since noticed several things that show this company is running some kind of a scheme to defraud people by charging their credit cards -- how they got my number is a complete mystery and has to be some sort of fraudulent activity. I have used oxygen cannulas for many years and without fail, regardless of the company they come from, the individual sealed packages contain a sheet of paper identifying the product, mfgr, etc. The ones I received from My Medical Outlet have absolutely no identifying information in the individual sealed pkgs. The shipping label says they are ****** Labs brand while the enclosed shipping notice says they are WestMed brand. This company has fraudulently obtained my credit card number and used it to charge me for a product I did not order, do not want, and they refuse to allow me to return it and refuse to refund my money. The shipping notice enclosed in the box gives their address as ****************, ** but the shipping label says the box was sent from Staten Island, **. I want my money back and I want them to stop this fraud. I'm sure they have pulled the same scheme on other unsuspecting consumers. DO NOT DO BUSINESS WITH MY MEDICAL OUTLET. They are crooks.

  Business Response

  Date: 03/19/2024

  It seems the rep you spoke to was a little confused because you stated you didnt order these but then went on to state you ordered elsewhere so you do not need them. We will notate the order to reflect you will be returning them and issue a refund once all items are returned and found not to be opened or tampered with.

  Customer Answer

  Date: 03/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21 I purchased a battery for my oxygen concentrator. When it arrived I saw that it didn't fit. At that point I would have accepted an exchange. The company tells me that it can not issue an exchange or refund BECAUSE THE *** IT CAME IN HAS BEEN OPENED. What?? Due to urgency I have made a purchase elsewhere and will require a refund. I will send the item back to the company with a signature required. This will be done by the end of this week.

  Business Response

  Date: 02/28/2024

  Our policy clearly states that we only accept back un opened product and therefore will not issue any refund. If the item is retuned we will call the customer to collect payment for us to ship it back to her as the return was denied already.

   

   

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

  Customer Answer

  Date: 02/28/2024

  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 will be satisfied when someone explains to me how a person is able to realize that the item they received in a box is able to be utilized for the purpose intended without opening the package.

   

   

   

   

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

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

  
  
  
   

  
  

  Business Response

  Date: 03/11/2024

  As stated in our conversations as well as in our previous response we will not be accepting the item back. If it is sent back it will be held for 5 days while we attempt to contact you to have you either provide a label or make a payment for shipping to get the item back to you as we have denied your return we will not be paying to return the item to you.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4-pack of cables from this company on 7/31/23 under Order #***** for $76.98 and my return tracking shows they received my return on 8/28/23 in the original mailer with the product in its original state (unopened). They refuse to refund me and stopped responding to my emails. They advertised 4 cables in their photo and only sent 3. I called them out on this, and they go around and around telling me they sent the correct items to me. Management tells me that their description states that the 4th cable is for the AirMini that you can purchase. No, it says the cables are for the AirSense 10, Airsense 11 and the Airmini. They refuse to pay return shipping and it got down to the wire to the 30-day return period, I had to pay to get it back to them. They tell me they received my return, but I didn't meet the return requirements of getting it to them in 30-days and that I opened the package. I'm assuming they're using it against me that I opened the actual mailer these cables were in, but I never opened the package the cables were in. I didn't have to because the sticker on it showed 3 cables and I ordered 4 cables. There's no reason to open it when it's not the 4 cables that I ordered. I'm looking for a full refund of the $76.98 expense of the item but also the cost of my return shipping. I just do not have that total on me at the moment, but was between $9-10.

  Business Response

  Date: 09/11/2023

  Customer ordered an item that has an option to add a 4th wire which we have since removed that wording from the listing all together. Being that she was confused by it, we wanted to make sure no one else could possibly misconstrue the listing.

  We even reached out to the manufacturer to see if we could have possibly had the listing worded incorrectly and **************** was right and they stated "that the ****** is a single cable with a * connector. One side plugs into the battery, and the side with the * has options to plug into an Air Sense 10/**** G3 or a side to plug into an Air Mini/Air Sense 11. The option of the 4th connector is for when we needed to have an additional cable to power Air Mini and Air sense 11 machines. We have since improved the connectivity so that cable is no longer required."  So in fact the listing was accurate.

  The customer shipped the item back to us opened the actual plastic bag holding the product was opened not just the mailer. The product packaging was returned with the back of the bag broken and a hair inside (photos attached). As per our return policy (link below) we will not accept the item back or be able to sell it to another customer in that condition so we advised she can pay to get it back as we shipped her what she ordered. We do not pay for return shipping on orders we fulfilled correctly.

  Last contact with this customer was 9/8/23 so we have not ceased responding to the customer she simply does not like our responses.

   

   

   

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

• Initial Complaint

  Date:04/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/17/23, I made an online purchase from www.mymedicaloutlet.com for a new cpap machine, with 3 accessories of tubing ******************* Total price charged to my ccd: $852.13 On 3/20/23, I received this order from *** and one box shipped arrived damp/wet and the contents were one large canvas type tote black bag. However, bag was packaged poorly as was the box and did not have any protective covering over it. Very disappointing considering its a cpap machine with tubing and mask/filter. I didn't inspect the full contents of the bag, being very upset of the damp bag and poorly packaged medical supplies, I looked at the bag and i unzippered it and it looked full and it felt heavy. I did not take any contents out as I had no intention of using it. I knew I was sending it back for full refund to leave it unopened as is, and return it. Which is what I did. .I initiated a claim with *** on 3/20/23 and also had them pick up the package after I put the damaged box delivered into a larger box and it was returned on 3/21/23 and received 3/22/23 at 12:28pm in staten island,** to the shipper. In disupte is the balance of refund of $94.34, which My medical outlet states I did not return the accessories in this order. They refunded all but this amount, which I have no intention of paying since I do not have any products of theirs, I returned the one bag in the one box that was shipped damaged and wet. It is not my responsibility to inspect the contents of the damaged product they sent me. I sent back exactly the same box they sent **** want a full refund for $852.13 not partial refund of $757.79, so they can make a profit of $94.34 for a product that I never used. I quickly returned it as sent and followed proper guidelines for the full refund.( I do not wish to be contacted by phone by any party involved. Email or postal mail only) Their customer service over phone and by email has been uncooperative, unprofessional, unapolagetic & accusatory.

  Business Response

  Date: 04/05/2023

  We have repeatedly emailed back and forth with the customer regarding this issue so I'm not really sure how to solve it as we have stated the reason for the amount refunded multiple times.

  Your order total was $896.98 minus $44.85 for the coupon code used. That took $11.21 off each item bringing the purchase price to $852.13. 
  

  The unit cost $769 minus the discount of $11.21 brought the machine total to $757.91. That is what we refunded. 

  Customer Answer

  Date: 04/06/2023

  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:

  Not surprised by the merchants response which is totally unacceptable as this business accepts no explanation from the consumer.I have repeatedly stated to them by email that the damaged damp box that was unsatisfactorily shipped by them had one black bag inside and this was returned unopened to them as they shipped. They are saying I am a liar by stating the other items were not returned. Perhaps they should take responsibility that either they did not ship all of the items or the items were taken from the box they poorly shipped! I am not paying the balance for something I never used or kept and so they can make a profit on damaged goods. I request the remaining balance they owe me refunded. Also, it is very poor business practice as they never apologized for the lousy packaged box which had no coverings over this medical supply bag. They will lose my business forever as well as everyone I inform of their incompetency. Their customer service reps over the phone were rude and uncooperative. One woman hung up on me during a call. No, I do not accept this as resolved.

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

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

  Business Response

  Date: 04/11/2023

  As we stated in numerous emails, we refunded the customer for what was returned to us. We do not issue refunds for unreturned items. We keep logs and have pick lists notating what was sent with each order. So we will not be issuing any refund for unreturned items. 
  As for the packaging we ship the units out exactly as they come from the manufacturer just like any other company does and have been doing so for years. The damage to the box came from *** mishandling it and allowing it to become wet which we have taken up with the carrier and created a claim for the damage. 

  Customer Answer

  Date: 04/12/2023

  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 I,the consumer has stated numerous times to this incompetent business that I returned everything that was sent to me in their poorly unsatisfactory condition packaging. So they are calling me a liar and theres no basis for it. They are arguing over a $94.balance refund that they claim they wont refund due to their own competency of unfair business practices asking a consumer to pay for an item that was returned to them.  Reject this response from a business that is rude uncooperative and never apologized.

   

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

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

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding AerX Portable Oxygen Concentrator. Order number ****. Received April 1, 2022. Sent back for repairs October 25, 2022 as the unit would not operate on battery power. The unit had less than 25 hours of operation. I was advised the unit was still under warranty. I have contacted the company numerous times via e-mail (I can provide copies of the e-mails) and once by phone. I was advised "the manufacturers" were experiencing delays in getting parts. Very vague? I was also advised that once they send a unit to be repaired, they have no way to check on the repair. I contacted the manufacturer and they told me all retailers have access to a portal that shows the status of repairs. Half of my e-mails have gone unanswered. I was never offered a loaner. I think with less than 25 hours (most of which were put on testing the unit before I received it) on the machine, I should have been offered a new unit. I have not been able to get outside and do things because cold air makes my breathing worse. I can't imagine what it would be like if I was totally dependent on oxygen! I am extremely disappointed in the customer service provided by **************************. Total lack of compassion. I am at a point now that all I want is a FULL REFUND OF MY PURCHASE PRICE. I will go elsewhere to get another unit. I would prefer not to have to deal with these folks anymore.

  Business Response

  Date: 04/04/2023

  As stated in numerous conversation with the customer this unit is with the manufacturer for repairs. Their is a worldwide shortage on parts which is why we do not have any eta.
  We also do not have access to any portal through the manufacturer to check the status of repairs. Whomever told the customer that was either misinformed or never informed us of such portal.
  We do not issue refunds on machines out for warranty and unfortunately the manufacturer does not provide loaners during the repair time either. They simply recommend that patients have a back up machine incase any issues arise.

  No replacement was offered as we only replace units if the unit fails within 30 days of purchase as per our agreement with the manufacturer. This was reported almost seven months after the purchase.

   

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

  
  

  Customer Answer

  Date: 05/04/2023

  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:

  [

  Sorry for the delay....I thought I had previously responded. 

   

  First, I contacted the retailer once by phone. Person I spoke with was not particularly helpful. The rest of my correspondence has been via email, half of which were never answered. 

   

  World wide shortage? For ALL manufacturers? No way to check on repairs?

   

  My request for repairs was 7 months after I received the unit however there were less than 25 hours on it. I have a progressive lung disease and I didn't use the portable unit much in the beginning. I relied on the stationary unit that I had. 

   

  I can pretty much see this is going nowhere. I'm very disappointed in a company that is supposed to provide medical supplies. Sad for the customer service attitude. 

   

   

   

   

   

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

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

  Business Response

  Date: 05/08/2023

  We fully understand the customers frustration but unfortunately it is out of our hands as we are not a repair facility we are a retail DME company. 
  Their have been shortages on parts for the last ***** months and that does not seem to be ending. The unit will be sent back once it's repaired. 3B was purchased by another company and we are unaware if that has contributed to the delay or not as we've had units from other companies out for repair just as long or longer in the last year or so.
  The repair facilities do not contact ** unless something is not covered under warranty and want approval to fix it. Other than that they simply send machines back once the repairs are completed.

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/09/2022 I ordered from ******************* one ResMed ***************** N20 Nasal CPAP Mask Headgear/Standard. After receiving the item and upon opening the package, I noticed that the plastic envelope containing the headgear had previously been cut open and torn so the headgear could be pulled out of the package. On 9/13/2022 I emailed ******************************** to advise them that #1 the package had been opened previously and due to sanitary reasons, I would not be accepting the article and #2 the way the item was described I thought it would fit my F20 AirFit. I have never received a response back. On 9/16/2022 I called the company and spoke with a very rude man by the name of ****. He asked if I had opened the package, I said it was shipped to me already open, he said they do not take back items that have been opened and I just needed to order another one. I said if you don't take back items that have been opened how did I end up with an article that was already open. He could not explain this and became forceful and rude. I asked to speak with a store manager about the issue. He kept asking if I was going to send the item back and if so, I would need to pay for shipping and there would be a 20% restocking fee. Again, I said I wanted to speak with the store manager about their store policies. He took all the information and said that I would receive a call the next Monday 9/19/2022. It is now 9/28/2022 and I have heard nothing from the company and am still in possession of something I refuse to use for sanitary reasons. I believe this company is not interested in ethical business practices but are instead seeking to manipulate situations to their advantage in a financial situation. Is there something that can be done? It's no longer even about the money. I only paid $24.98, however, with their supposed policy of not allowing open packages to be returned, I have no desire to do business with this company and want 100% of my money back including S/H!

  Business Response

  Date: 09/29/2022

  In the email the customer sent the customer stated she received the product and it seems to be the wrong size. We would have exchanged it if it was not open. Nowhere in the email did she state the item was received open.

  We would not exchange an item once it has been opened.

  Also a little confused why HIPAA a form is included as we are not disclosing any customer info or ********************** records.

  Customer Answer

  Date: 11/04/2022

  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:

  Per my original email to your company dated 9/13/2022 I stated:

  "I received an N20 in a package that had already been torn into and no longer had its original seal." I have attached a copy of this same email so the company can actually read it this time. 
  
  I also attached pictures for documentation of the white plastic packaging that held the headgear showing that someone had cut/torn the packaging open. Once my husband saw that the plastic packaging with the product inside had been previously opened, his words were, "Oh, h*** no! You're not using that thing! What with COVID and who knows what else could be on that thing from someone else trying it on, plus, once a package like that has been opened, it is no longer sellable!" 
  
  I also attached pictures where it appears that some sort of label had previously been stuck to the plastic packaging and then removed before it was then shipped to me. Whats up with that?
  
  You say you do not accept return items that have been opened, I beg to differ with you. How in the world would I have received an item that had been previously sliced into (with pictures to prove it) that was placed into your companys mailing envelope and shipped to me? Yes, as it stands, it's my word against yours, and all for $24.98! Hmmm. You will certainly be receiving an extremely negative review from this consumer as you do not hold true to your word, and from what I can tell, you also do not abide by safety protocols.

  
  It does not bode well that I was also told by **** on my phone call to your company on 9/16/2022,that his manager would reach out to me regarding this situation and to this date I have not heard a word from her. Your practices are unacceptable and my hard-earned money needs to be refunded in full, including shipping and handling!

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

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

  Business Response

  Date: 12/07/2022

  When you first called in you stated you ordered incorrectly and wanted to return the item.

  Then stated later in the conversation once our rep stated the return policy you said that it was opened when you received it.

  The picture provided looks like it was cut into which can happen when you open the package when it arrives in.

  We do not accept back opened hygienic items of any kind and if someone sends one back we dispose of it immediately as it is considered a bio hazard and we do not want our staff to touch it.

  We can offer you an discount on another headgear but would not refund the purchase price especially after being told different things during the conversation when you originally called.