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Complaint Details
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Initial Complaint
03/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed an order for a refurbished EMG system on 02/27. I received order confirmation (order # *****) as well as an estimated delivery date of 03/13 - 03/20. I paid $4,965.43 and that amount has already come out of my account. Today is 03/15 and the order has not shipped. I sent an email to the "Account Manager" on 03/13 and did not receieve a response. I called the "Account Manager" yesterday, 03/14 and spoke with him. He advised that the order has not shipped and is outside the shipping window. I asked what the order status is and he said he would have to speak with another account representative and call me back in 2 hours. He asked which number to call back and I gave him my contact info. I did not receieve a call back. I called the "Account Manager" at the same number today at 10:34am (EST) and it went straight to the voicemail. I called regular customer service and could not reach anyone. I had to leave a message.
Business response
03/28/2023
Subject: Apology and Resolution Regarding Your Order #*****
Dear ********************,
I am *****************************, the *** of MFI Medical. I was made aware of your recent experience with our company, and I want to extend my sincerest apologies for the inconvenience you have experienced. I understand that we failed to meet your expectations regarding the delivery time and communication during the process.
I have personally looked into your order and confirmed that your refurbished EMG system was shipped on 03/16 and delivered on 03/21 at 12:46 pm via ****** with the tracking number ************. Although this information may now be redundant, I wanted to ensure you received it directly from me.
I have also taken the liberty of reviewing the communication issues with our team. Please be assured that we are taking steps to improve our response times and internal communication to avoid such occurrences in the future.As a token of our apology, I would like to offer you a 5% discount on your next purchase with MFI Medical. To redeem this offer, please use the coupon code AW5 at checkout.
We truly value your business and your trust in our company. Your feedback is essential for us to grow and improve, and we are committed to making the necessary changes to provide you with an exceptional customer experience.
Should you have any further concerns or questions, please do not hesitate to reach out to me directly at ************************************ I will ensure your issues are resolved promptly.
Thank you for your understanding, and we look forward to serving you better in the future.
Warm regards,*****************************
***, MFI Medical
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.