Complaints

This profile includes complaints for Queen City Med Mart, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Queen City Med Mart, Inc.

  10780 Reading Road Cincinnati, OH 45241-2531

  
• 

  Med Mart

  2237 S. Smithville Rd. Kettering, OH 45420

  
• 

  Queen City Med Mart, Inc.

  6518 Glenway Ave Unit E Cincinnati, OH 45211-4410

  

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:06/30/2025

  Type:Product 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.

  I purchased a twin xl bed from MEDMART. The dimm of the be are 38x80in.
  The actual dimm are 38x75.This is not the bed per ad. When the tech showed up and installed the bed he bent the bracket that holds the right rail to the bed.
  Now the rail does not fit next to the bed and is loose making it unsafe to use.
  I am a 80 year old disabled veteran with Parkinson.
  
  ***** * ******** **********

  

  Business Response

  Date: 07/04/2025

  Thank you for your feedback although I am sorry this had to become a BBB, we are working with the manufacturer on returning this item.  Please bear with us as we get this handled. 

  Customer Answer

  Date: 07/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  there has been no response from the business to me regarding refund and bed pick up. 

  this bed was purchased around or on April 29 and was delivered on May 13th. 

  On May 15th, (2 DAYS AFTER THE ARRIVAL OF THE BED) & after trying to sleep in the bed, my daughter noticing my helper aide stuffing pillows under my legs so I could "fit" the bed, that she asked what was wrong, we talked about all the issue I had with this purchase and together we called the company to log a complaint. They refused to assist me, promised resolution, asking for photos first, then telling me (*****) that he will send me a text so I could text back and show examples of how the bed didn't work and how the delivery team BROKE the bed. 

  When the weekend came and went, we went straight to the website for the bed. Found out we only have 7-days to ask for refund and quickly caught on, that we were being ignored and stalled so we would miss the returned date. We quickly figured out how to put in a request directly on the website and have received nothing but people stalling and dragging this out. 

  Sirs, or ma'am. Please understand I am a 79 yr old vet that has fought in the Vietnam war, and have various health issues and cancer due to fighting in that war, I just really want to sleep in a bed, but need this bed gone before I can buy another bed. This bed cost me a years savings, almost $4900 and I need refund to A) afford the other bed, and B) for them to pick up this bed so I can sleep. 

  I have not been able to "sleep" in a bed since May, and am forced to sleep in an armchair. 

  The resolution to this issue is bed pick up and refund. We have followed the policy and filled out the necessary forms, etc., but they are not. There as been no communication from the bed company since I started my complaint and every time I follow up with them we keep being told, "sorry, but we haven't reach a solution yet". 
  Please Help me. 

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  there has been no response from the business to me regarding refund and bed pick up. 
  this bed was purchased around or on April 29 and was delivered on May 13th. 
  On May 15th, (2 DAYS AFTER THE ARRIVAL OF THE BED) & after trying to sleep in the bed, my daughter noticing my helper aide stuffing pillows under my legs so I could "fit" the bed, that she asked what was wrong, we talked about all the issue I had with this purchase and together we called the company to log a complaint. They refused to assist me, promised resolution, asking for photos first, then telling me (*****) that he will send me a text so I could text back and show examples of how the bed didn't work and how the delivery team BROKE the bed. 
  When the weekend came and went, we went straight to the website for the bed. Found out we only have 7-days to ask for refund and quickly caught on, that we were being ignored and stalled so we would miss the returned date. We quickly figured out how to put in a request directly on the website and have received nothing but people stalling and dragging this out. 
  Sirs, or ma'am. Please understand I am a 79 yr old vet that has fought in the Vietnam war, and have various health issues and cancer due to fighting in that war, I just really want to sleep in a bed, but need this bed gone before I can buy another bed. This bed cost me a years savings, almost $4900 and I need refund to A) afford the other bed, and B) for them to pick up this bed so I can sleep. 
  I have not been able to "sleep" in a bed since May, and am forced to sleep in an armchair. 
  The resolution to this issue is bed pick up and refund. We have followed the policy and filled out the necessary forms, etc., but they are not. There as been no communication from the bed company since I started my complaint and every time I follow up with them we keep being told, "sorry, but we haven't reach a solution yet". 
  Please Help me. 
  
  

  
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 07/10/2025

  We truly apologize for the inconvenience, we are diligently working on getting this returned to the manufacturer.  We appreciate your patience while we get the details nailed down. 

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The business is not being truthful. They responded to YOU, the BBB the following: "We truly apologize for the inconvenience, we are diligently working on getting this returned to the manufacturer.  We appreciate your patience while we get the details nailed down."
  
  
  However I received an email from the sales person ***** as follows: 

  
  ****
  The manufacturer can replace the bed and get you 80 inches long. How does that sound? Thank you. 
  Darrell F******
  Senior Product Specialist
  Medmartonline.com
  ###-###-#### ****** * ** *** *****
  ********************
  

   

  They continue to drag out this resolution. Please note the this is a specialty bed with shipping and taxes it cost almost $5000.00. There is NO OTHER BED that they sell that comes close to this amount. They don't have product that cost as much as THIS product. You can see from the email there was NO explanation, no bed model, no cost and no plan for fixing this, they just keep dragging this out hoping I will forget about this. 

   

  How long are they allowed to do this? 

  After seeing how they have treated this issue for the past THREE MONTHS, I absolutely do not want any other bed from them. 

   

  I have been sleeping in a chair for 3 months bcs they are REFUSING to pick up this bed, now they offer to send another one, meaning they CAN pick it up, they just didn't want to. 

   

  There has been no solution and no real offer for the bed.  I want 100% refund and commitment to picking up this nonworking bed TODAY.
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 07/18/2025

  We have secured a technician to pick the bed, they will be in touch to schedule a time that is convenient.  Once the technician has the product in his possession, your full refund will be processed. 

   

  Thank you.

  Customer Answer

  Date: 07/21/2025

  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. 
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:06/28/2025

  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.

  2 for 2. Horrible product and horrible customer service. The woman I spoke to at Med Mart was very helpful and I placed my order with her. What I ordered and what I received are NOT the same.
  
  I've reached out several times to them and the now no help at all. I was simply told "The manufacturer has assured me that this chair is capable of accommodating all of your needs." Which it is NOT. Not only is it not what I ordered, but also NOT what is described in the owners manual.
  
  According to their return policy you must have original packaging. I'm unsure how you can open an already busted cardboard box without cutting it?
  
  Now , I have a $2,000 chair I can't use. I wouldn't recommend purchasing from this company.

  

  Business Response

  Date: 07/04/2025

  Thank you for your feedback although I am sorry this had to become a BBB concern.  Your sales representative will be reaching out, if she has not already, to discuss an exchange of this chair.  Please stay in touch with us as we work toward prompt resolution.

• Initial Complaint

  Date:06/14/2025

  Type:Sales and Advertising 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.

  Hello,
  
  We placed an order for a ***** hospital bed & mattress on June 6, 2025, Order #**********. We chose you over amazon.com since you seemed to have a reputation for good customer service.
  
  Subsequently, I noticed the offer you sent us, *********, did not get removed from the order by your system for some reason.
  
  I subsequently contacted [email protected] to ask for your customer service to properly apply the ********* discount. I was informed that she would have to ask her supervisor to "make an exception."
  
  While we are very grateful that the bed was actually shipped and delivered very quickly, the fact of the matter is this: your online ordering system clearly has SERIOUS issues, since, #1) it didn't remove the discount, and, #2) we received NO NOTIFICATION WHATSOEVER that the bed/mattress had actually shipped Monday the 9th, and the ****** delivery man simply showed up and alarmed our family on the morning of Wednesday the 11th (item was advertised to SHIP on the 11th). He spoke broken English and was difficult to understand (he was friendly, though). Initially, we thought we were being contacted by a nefarious character via phone, telling us he had a "pallet of medical supplies" until he explained as best he could that he had DRIVE brand "medical supplies."
  
  Not until June 12th at 1:47pm did a "shipped" email arrive to us!
  
  Honoring the 10% discount as promised in your email is the least you could do to compensate for this clown show of delivery.
  
  I'm hoping you will remedy this matter quickly, so I do not have to ask ****** for assistance.

  

  Business Response

  Date: 06/17/2025

  We apologize for this inconvenience. We have applied the 10% discount and provided the necessary refund. 

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  We have received notice of a refund of $92.00 from ******.  However, you charged tax on the pre-discount amount, and that portion of the tax should be refunded, as well.  Thank you.
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  

  Business Response

  Date: 06/23/2025

  An additional $8.15 has been refunded for the discount. 

  Customer Answer

  Date: 06/24/2025

  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. 
  
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:06/09/2025

  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 ***** *********** Folding Lift via phone through MedMart, Cincinnati, Ohio.
  
  Received confirmation by email May 30, 2025
  - Your BBB Website won't accept our order number via this form.
  
  Cost $2,629.68 which included $227 for their Protection Plan.
  (The sales rep said that ****** almost always replaced the equipment and did not repair)
  
  Letter sent via ****** Website Correspondence Form Email 6/6/2025 2:02 pm:
  
  On 6/5/2025 I spent an hour on the phone with your representative to identify the problem with the ***** ******** *** Folding Lift (Serial #*********). He determined that the black knob controlling the legs was at fault. The equipment was purchased on-line from MedMart. I was told to contact MedMart whIch I did immediately after my contact with your representative. MedMart responded that I would receive an email today(6/6/2025) as to how the problem would be resolved. I received no email so I placed a phone call (6/6/2025 at 1:36 p.m.) and spoke to Daniel, a MedMart rep who said they were waiting for a response from your company ******. I purchased the Protection Plan ($227) which I assume is MedMart's plan. We need the lift to move our family member who has Parkinson's disease.
  Time is important to us! Please resolve this issue quickly with a safe piece of equipment that we can use. Thank you.

  

  Business Response

  Date: 06/12/2025

  We understand the importance of the equipment we sell and apologize for any inconvenience.  We are working with the manufacturer and a replacement lift has been approved.  We are waiting on tracking for this unit as ESD was today, 6/12. Once tracking is received, we will email it to you. Thank you for your patience while we came to resolution on your order.  For quality assurance, the original lift must be returned. Fees will apply if this is not received back, a return label was emailed to you on 6/10.

   

  Thank you. 

• Initial Complaint

  Date:06/04/2025

  Type:Product 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.

  Order #********** Placed on Mar 18, 2025, 10:09:13 AM for an ******* * ******* Bed (Certified Refurbished).
  
  It was physically delivered and installed on 4/16, stopped working the evening of 05/11 and reported via phone call to the support number ###-###-#### opt 2 on Monday 05/12. They requested an email be sent of which was completed (emails have been attached).
  
  The company advised only option is repair. I called them daily as no one was reaching out to help and my father’s body (veteran with full body cancer and Alzheimer’s) is not doing the greatest in the bed that is no longer working.
  After many days of calling on 05/22 the company advised a part and technician would be sent to fix the bed. It is now 06/03 and nothing has been received and there has been no further communication from the company.
  I have reached out by email but am frustratingly aware that I have no real leverage in making them remain accountable for repairing the product the sold without your assistance. The desired outcome is to have it quickly repaired, replaced or refunded.

  

  Business Response

  Date: 06/10/2025

  Thank you for your feedback, although I am sorry this had to become a BBB concern.  We have provided shipping via email with the necessary parts. Once the technician receives them, they will be in touch to schedule service.  We understand the products we sell are important, and we have been working closely with the manufacturer to get this resolved.  We are confident once the tech visit is completed this will be resolved. 

   

  Thank you. 

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  After 4 weeks with non-working medical bed, the bed is still not functioning. Technicians that were sent are unfamiliar with the bed and unable to fix it.

  This bed needs to be replaced since the company refuses a refund.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  

  Business Response

  Date: 06/16/2025

  Thank you for your continued feedback, according to our records and correspondence with tech company, this has been resolved.  If this is not the case, please reach out to us so we can intervene with resolution promptly.

  Customer Answer

  Date: 06/17/2025

  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. It is unfortunate that the resolution was suggested by the manufacturer on 05/16 4 days after it stopped working but the provider MedMart for whatever reasons postponed shipping the recommended parts until 3 weeks later causing the consumer to be left with a nonfunctional product for a month (resolved 06/12).
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:05/05/2025

  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 placed an order on 4/27/2025 and we received the bed on 5/1/2025. Upon receiving the bed we noticed that the "static" button does not work and the bed as advertised does not do essentially what the description states that it does to assist with bed sores/ulcers. This mattress was not presented and does not function as described on the website. I talked with representatives before purchasing the item and this was not correct information at all. I unboxed the bed to make sure before we made the switch if everything worked, etc. When I followed the directions and online tutorials this bed is not what I thought we ordered at all. I contacted customer service first thing on 5/5/25 and the customer service representative told me a return could not be made. No one has slept or been placed on this bed and when I called in while making the order I was told we would have a strict 7 day return window. Now I am being informed that it isn't correct at all.
  
  Due to this mattress not being what we thought and what we were told by your representatives we have been misguided on the product as well as, the return options. I feel like the representative was taking advantage and making a sell instead of informing accurately of my options and what we were needing.
  
  I asked to speak with a manager and the representative told me that I could not. This is very frustrating to have to deal with. During this time with the world and insurance denying patients request for needs, we took it upon our self for the care of our grandmother to pay the cost to make sure that she is as comfortable as possible. This is not right at all. I would like a full refund because this tactic is not caring about the patients at all.

  

  Business Response

  Date: 05/07/2025

  Thank you for your feedback.  Our records indicate you purchased this item organically, meaning you were shopping online and checked out on your own.  In an effort to avoid dissatisfaction on our return policy, prior to collecting payment, customers must acknowledge our return policy.  The policy states mattresses are non returnable. In an effort to see if our sales person did misinform you of something, I did a search with your phone number in our system. The result of this search concluded there were no calls to Med Mart prior to the delivery of the unit. If another number was used (that is not on file), please let us know and I will continue my investigation by reviewing the recorded calls.

  We did receive a call on 5/5, on this call the customer requested a return and was informed of the policy. Policy states, the item was not returnable.  The very next day, 5/6, we received a call where the customer was claiming the mattress did not work. We requested a video showing the issue of the mattress, this has not been received as of today, 5/7. 

• Initial Complaint

  Date:04/29/2025

  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 shower wheelchair because I am disabled. This purchase was made 4/9/25 in the amount of $466.59 the wheelchair arrived on 4/13/25 but it was missing multiple parts. I communicated the missing parts on 4/15/25 and was told the manufacturer needed a list of the missing parts. I provided that list 4/16/25, the manufacturer said they shipped the missing parts but they did not arrive. I went back and forth with emails starting 4/19/25 until 4/22/25 when the customer service provided a tracking number for the package containing the missing parts. The missing parts package arrived 4/25/25 but they were still the wrong parts that were listed. The manufacturer requested I send a picture with their instructions identifying the parts that were still missing, I sent that picture 4/28/25. I received another email from MedMart stating they now assumed i was incorrect and requested me to unpack every part, take a picture of the parts on a wide angle lens...I have done that and still no resolution. I think I am getting the run around and they are not going to send me the parts I need to have a wheelchair for showering....

  

  Business Response

  Date: 05/02/2025

  We appreciate your patience while we worked with the manufacturer to remedy this error.  I have confirmed the pins are on the way.  We are truly sorry for any inconvenience. 

• Initial Complaint

  Date:04/01/2025

  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.

  2-24-25 I ordered a new ******* ** sport scooter. 2-27-25 I received it. I unboxed it and assembled it. I tested it and the motor is weak. Has problems climbing on slight inclines. Also horn doesn’t work. I’ve been trying to get this resolved but keep getting told that someone will contact me within 24-48 hrs. No one contacts me. I have also been told that the labor warranty is only 30 days. I have contacted ***** ******** and was told a work order was approved on 3-26-25 and I will be called to set up an appointment that same day. I have not been contacted by anyone!

  

  Business Response

  Date: 04/03/2025

  Thank you for contacting us, although I am sorry it had to come to a BBB concern.  We spoke with the service technician and they stated there has been communication but due to flooding in your area, service had been postponed.  Please keep in contact with the technician and schedule this visit when ready.  If there is anything further we can assist with, please let us know. 

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  They sent a technician out to diagnose the problem. The technician said the motor is defective. Now ***** and Queen City Med Mart are saying that my method of use is the problem and they will not do anything to resolve this. The motor was weak out of the box! Nothing I did contributed to this problem! Also, how can the terrain affect the horn? 

  
  
  
  
  
  Regards,
  
  
  
  ******* *****
  
  

  

  Business Response

  Date: 04/30/2025

  Thank you for your the feedback, although I am sorry this had to become a BBB complaint. Our records show our team and the ***** team has been in touch with you since this concern was submitted. The scooter is being replaced and everything is being coordinated, once we have tracking and a solidified plan, we will be in touch.  

• Initial Complaint

  Date:02/17/2025

  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 an electric wheelchair from this company. I paid $1,877.92
  It was supposed to have an 350 lb weight limit, I weigh 345 lbs. The chair did not function propperly. It hesitated and jerked. I sent video of how it was preforming. An employee of Med Mart said to me on the phone that it was not supposed to do that. I was told I coiuld return the wheelchair which I did. They recieved it back at the manufacturer and tested the chair and claim it works perfectly. They issued a refund for $1066.08 They are keeping the balance of $811.44 as a restocking fee.
  My complaint is the chair did not preform well at below the stated weight limit. They stated in an email .
  "The manufacturer thoroughly inspected the unit and confirmed that it was not defective. While you are within the stated weight limit, being so close to the maximum capacity likely affected the unit's performance. As a result, your refund was processed correctly, deducting the applicable fees."
  They are admitting that even though I am below the maximuim weight limit, it did operate propperly.
  I am looking to get a full refund

  

  Business Response

  Date: 02/18/2025

  Thank you for your feedback.  After thoroughly reviewing your order, we followed protocol and our return policy.  We are an ecommerce website, and we are transparent with our policy throughout the website.  It can be found at the bottom of each webpage and also in the returns tab under each individual item.  I understand your dissatisfaction with the fees, but we are following protocol. When you first contacted us, it was in regards to wanting a different seat, we provided a solution. Then you noted an issue with the turn capability, to which we provided a solution. On January 9th, you determined you did not want to try the suggested solutions and just wanted to return the unit due to it being defective. After this unit was inspected, no defects were found so the order is subject to fees. 

   

  Thank you. 

• Initial Complaint

  Date:02/07/2025

  Type:Product 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.

  This chair has been a nightmare since we ordered it for my crippled father on January 19, 2024. The first sign of trouble was literally 3-4 months later when a plastic joint at a critical point on the chair broke clean through, and stopped actuating the leg lift. *** ********* is supposedly the repair contractor for Med Mart, which has been another awful experience. It's now February 2025, and not only has the chair NOT BEEN REPAIRED, the chair is completely non-functioning. My ONLY contact has been with a repair guy ONE STATE AWAY in ** named Mike who is the only reason I'm not suing Med Mart and *** *********.
  
  The delivery was $300 and it was botched because the company sent the wrong chair. The warranty was another $450 and so far has amounted to nothing but USED parts. I have proof because the original motor and actuator arm is still sitting on my dad's coffee table. USED parts were used to "fix" the chair to at least get it functioning...MONTHS after we tried multiple times to get Med Mart to do anything about the problem. Mike said he wasn't even supposed to put "used parts" in the chair, but over ONE YEAR later, Med Mart and *** ********* have done absolutely nothing to provide warranty repair for this chair.
  
  In addition to this complaint, I'm filing an injunction against them in the state of Ohio's state department consumer protection office and in **** ******** against *** *********. We paid almost $3500 for this piece of s**t chair and it's been nothing but a headache, meanwhile my father has had cellulitis TWICE due to not being able to elevate his feet. I'm seeking advice from an attorney and justice will be served against this piece of s**t company. I've had enough. Nine out of the last 12 months this chair has been broken and nothing has been done. Literally, nothing, except used parts and the chair is STILL broken.
  
  Our family wants a full refund or there will be h**l to pay.

  

  Business Response

  Date: 02/11/2025

  Thank you for your feedback and the opportunity to look into your order. I apologize if the customer experience was less than satisfactory, we strive to provide a seamless experience for every customer.  I followed up with ***, this is the company who fulfills our protection plans. They provided me with the documentation from their visit in December. I was informed there has been communication on the follow up visit. We are happy to assist with all product issues, but we rely on *** for the technician visits. If there is anything else we can help facilitate, please let us know.  If not, please stay in touch with ***, as they will schedule the follow up tech visits, if necessary. 

   

  Thank you. 

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  So we're being tossed off to *** *********? We didn't buy the chair from *** *********, we bought it from MedMart. The chair cost almost $3500 and it's been broken 9 out of 13 months. While it's fine that the repairs are being completed by an outside contractor, NOTHING has been done to this point and *** wanted to charge us $185 for a tech to come out because we used our "2 free per year," which was NEVER communicated to us at purchase. The first two tech visits resulted in NOTHING being replaced other than with used parts, which he told us was "not proper protocol." Okay, so he's doing it of his own accord, and if he didn't, this chair would still be non-functioning. Now those used parts have blown up and the chair is back to nonfunctioning. And you expect us to just forget about the fact that we bought this chair from MedMart? Where is your customer service? This chair is defective, and we saw the part that broke. The joint between the motor's servo arm and the frame to lift the front leg rest is made of plastic!? Of course it's going to break under the stress. My father weighs 180lbs at most, and this chair apparently can't handle even a small man's weight without breaking at crucial areas. This chair, for the money, is such poor quality that I'd hate to see the cost for one that actually is good quality.

   

  This is unacceptable. We bought the chair from this company and something needs done to compensate for this ridiculousness. And my father has cellulitis occurring in his legs because the chair breaks so much he can't elevate his legs. We have a nurse who can easily provide proof, plus we have the medical bill. MedMart doesn't care about the elderly or the patients who need to use their poor quality products. Just toss us off to a third party in ******** and let them deal with it. Nonsense. Utter nonsense.
  
  
  Regards,
  
  
  
  ******* *********
  
  

  

  Business Response

  Date: 03/03/2025

  We understand your frustration. However, we are not passing
  you off to ***.  *** is our trusted
  vendor for repairs in your area. After continued review of your order, I
  understand the initial chair delivered was missing some of the purchased
  functions. While this error was being remedied, the original chair was kept for
  use until the correct chair was received in April. We were notified in
  November, after 7 months of use, that there was an issue with the chair.
  Utilizing used parts is not typical protocol, however, the technician did this
  for a faster solution because of a backorder on the required parts.  Last week, the manufacturer shipped the
  warranty parts to the *** technician, he will be scheduling this follow-up
  visit for.  

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  
  
  * Has the company addressed the issues of this dispute? No, they have not. The only company to respond to us is ****** ************, the manufacturer of the chair. Med Mart has literally said nothing, done nothing, and couldn't care less. If this is what constitutes a "BBB A+" rating, I'll be sure to skip businesses with such ratings.
       * If not, why? I don't know why they haven't. My wife is now involved and Med Mart apparently is speaking with ******, but won't reach out to us. This is the worst customer service. We also found and have evidence of discrepancies in the verbiage between Med Mart and ******** websites regarding the chair warranty they offer. ****** specifically states that they don't issue refunds, but Med Mart's warranty mentions NOTHING related to refunds or that a refund isn't an option. That's deceptive advertising at best, predatory at worst. Why would the distributor's warranty verbiage be different from the manufacturer's, especially in an area as important to consumers as refund policy?
       * If an offer of resolution was made, has the company fulfilled the proposed offer? There has been zero offer of resolution. Supposedly, replacement parts for this poorly manufactured chair arrived on 2/26/25, but no one from *** ********* has bothered to contact us to let us know or to schedule the repairs. This has gotten so far out of control, and it's clear that ALL THREE of the involved companies have no motivation or concern for my father's health, the function of this chair, or making it right with a full refund or replacement of this garbage chair. Why? It think it's clear: they know this chair is junk and they charge an arm and a leg for it anyway while selling a bunk warranty that doesn't cover anything. And then *** ********* tries to charge $185 per service charge - which is NOT spelled out in the warranty - for any visit over 2 per year. Why is that specified in the warranty? Because they know the chair is so poor quality that it will require more than 2 service calls per year, so they can make money off the elderly with repairs.

  This is beyond the pale of normalcy, and something must be done. I'm contacting the media. Our family will not let this rest until Med Mart, ****** ************, and *** ********* come to terms with their failure to provide a quality product or service to an elderly person who's been having health issues directly related to this chair. We're working with ********* Hospice now and he's receiving daily nurse support. They will provide testimony if need be that the lack of elevation of his legs is the DIRECT cause of his cellulitis and other complications related to this malfunctioning chair. We've brought in THREE other non-lift chairs, but our father is too infirmed to be able to use them. This is not about lack of care, this is about an inept trio of companies selling junk products to unsuspecting people.

  Regards,

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

  

  Business Response

  Date: 03/17/2025

  This equipment was repaired on 3/7/2025, however, I truly do
  understand the frustration when equipment does not work, and maintenance is
  needed. I am sure we can all relate to this in some way. Medmart assists in repairs,
  however we partner with technicians across the country to service our equipment.
  *** is the company that fulfills our protection plans.  ****** Technology does not sell direct to consumers,
  the policies ****** has in place are directed at their authorized network
  retailers. Medmart’s policies are in place for the consumer.   

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  There may be a refund coming, but the refund offer negates $1100.50 of "rental" charge, deletion service, and the part of the protection plan we "used" (which is ironic given that part of the major problem with this whole situation is that the chair wasn't repaired for months due to parts being returned, an illegitimate $185 service fee when the chair hadn't even been repaired a single time at that point, and other issues that speak to the lackluster quality of the ****** line of lift chairs). I will not accept anything as a resolution at this point until such time as the chair is picked up by ****** and the refund issued by Med Mart. But given that we're not even getting a full refund for all the pain and suffering of my father and our family is quite telling how Med Mart views its customers. Keep your profit; it will be the last penny you ever receive from our family. Levin Furniture sells a much better quality lift chair than a medical company - we checked and took pictures and video. The ******** Flex Steel lift chair is demonstrably higher quality than the ****** line of chairs in every key area. If that's not Twilight Zone levels of crazy, I don't know what is. While we are happy to receive anything back at this point, the whole situation has been blamed on us, the customers, forcing us to resolve it by involving the BBB. It should NEVER have swelled to this level.
  
  
  Regards,
  
  
  
  ******* *********
  
  

  

  Business Response

  Date: 04/11/2025

  The refund has been issued to the original payment.  We are sorry your inconvenience, but are glad we have come to a resolution. 

  Customer Answer

  Date: 04/16/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******* *********