Thank you for getting in touch regarding this complaintI am sorry for the delay in getting back to you, there had been a few issues with our login here, which have now been addressed. I have gone back and spoken with our customer service team about the details of this case, and here is a
summary of what I have heard. This customer had contacted us, asking that we take a returnAt the point of that call, the customer was outside of the day return policy, and typically we would not accept an return at that timeOur customer service, heard the customer's complaint and made an exception and took the returnAt that time, the customer was told that it is not our policy to supply a paid return label, and that the return would be at the customer's expense, and that the customer is responsible for the device until we take delivery at our facility and no refund will be issued till we have it.At this time, I can confirm that we have not received the device back, and as it was not sent back in a way that can be tracked, we can not track the deliveryUnfortunately that means that at this time we are not able to refund the customer for this purchase
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I checked their timing of the return and it was within the day policyI did attempt to get return shipping because that is a common courtesy of most businesses to provide for a proper return with tracking for the customer's sakeApparently they could care less for the customerMy only recourse at the time was to send the package back via first class mail because at the time I was unemployed and could not afford anything but first class mailI believe that their refusal to provide for a proper return is poor business practice and led to the loss of the package for a refundFor all I know it could have arrived at their facility but never reported it so I couldn't get a refundI will never do business with a company that has so little regard to their customers
Regards,
*** ***
I am responding to the complaint made by *** ***
*** *** **
*** ** *** A return label was sent to Ms *** on February 28th. We attempted to contact Ms *** on March and to verify she received
the return label, but did not get a reply. Once the device is returned, we will issue a full refund for her $purchase price. Sincerely, *** *** *** Chief Commercial Officer Neurometrix ***
***
Thank you for your response. I have gone back and talked with our a customer care team. There was an error on my account, with regards to the sixty days, and the return request. However, we have gone back and checked with our returns team and we have not received the device. That being said, as a measure of goodwill, we will refund the customer the purchase price of their [redacted] device. There has been a check created, and it will be mailed to the customer. They should receive the check within the next seven to ten business days.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]_____________I DID return a call to "Pete" at NeuroMetrix, explaining why I had contacted the Revdex.com--and said that he could call me back, which never happened.When I receive the refund, I will drop the complaint.Thank you for your assistance!Jan [redacted]
Thank you for getting in touch regarding this complaintI am sorry for the delay in getting back to you, there had been a few issues with our login here, which have now been addressed. I have gone back and spoken with our customer service team about the details of this case, and here is a
summary of what I have heard. This customer had contacted us, asking that we take a returnAt the point of that call, the customer was outside of the day return policy, and typically we would not accept an return at that timeOur customer service, heard the customer's complaint and made an exception and took the returnAt that time, the customer was told that it is not our policy to supply a paid return label, and that the return would be at the customer's expense, and that the customer is responsible for the device until we take delivery at our facility and no refund will be issued till we have it.At this time, I can confirm that we have not received the device back, and as it was not sent back in a way that can be tracked, we can not track the deliveryUnfortunately that means that at this time we are not able to refund the customer for this purchase
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I checked their timing of the return and it was within the day policyI did attempt to get return shipping because that is a common courtesy of most businesses to provide for a proper return with tracking for the customer's sakeApparently they could care less for the customerMy only recourse at the time was to send the package back via first class mail because at the time I was unemployed and could not afford anything but first class mailI believe that their refusal to provide for a proper return is poor business practice and led to the loss of the package for a refundFor all I know it could have arrived at their facility but never reported it so I couldn't get a refundI will never do business with a company that has so little regard to their customers
Regards,
*** ***
I am responding to the complaint made by *** ***
*** *** **
*** ** *** A return label was sent to Ms *** on February 28th. We attempted to contact Ms *** on March and to verify she received
the return label, but did not get a reply. Once the device is returned, we will issue a full refund for her $purchase price. Sincerely, *** *** *** Chief Commercial Officer Neurometrix ***
***
Thank you for your response. I have gone back and talked with our a customer care team. There was an error on my account, with regards to the sixty days, and the return request. However, we have gone back and checked with our returns team and we have not received the device. That being said, as a measure of goodwill, we will refund the customer the purchase price of their [redacted] device. There has been a check created, and it will be mailed to the customer. They should receive the check within the next seven to ten business days.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]_____________I DID return a call to "Pete" at NeuroMetrix, explaining why I had contacted the Revdex.com--and said that he could call me back, which never happened.When I receive the refund, I will drop the complaint.Thank you for your assistance!Jan [redacted]