ComplaintsforAmerican Discount Home Medical Equipment

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a walker for my mom from AD because they had online chat support which ****** & others did not and ******* there helped compar it with her old one (now broken) to select this new one. He said the seat may be slightly snug for her & it is worse far worse and tight. Also their system alerted me to get a matching cup holder at exit that does not fit ( a break wire interferes with attachment point). Upon contact wanted 20% re-stocking & shipping costs to exchange it despite the fact that they had recommended these products and it was not based on a mistake on my part.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/09/08) */ Contact Name and Title:************************** Contact Phone: ********** Contact Email:*************************** The consumer was aware of the model product purchased, including all dimensions, and placed the order online after our conversation. As stated, I warned the consumer of the seat dimensions and to check all dimensions first prior to ordering online. The consumer agreed to our Terms & Conditions during the checkout process when ordering online. These include the Return Policy which states the consumer is responsible for the 20% restocking fee and return shipping costs. The cup holder is compatible with the product ordered. However the consumer is responsible for assembly. Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) No! This problem has occurred because of their giving me wrong advice on what to purchase so this stuff about restocking fee should not apply. 1) Before ordering they told me the seat might be slightly snug and it is terribly so; 2) the cup holder does not fit firmly because there is a break wireline that goes over the attachment area, so I cannot attach it. Business Response /* (4000, 9, 2022/09/09) */ Consumer agreed to the return policy which includes the restocking fees and return shipping fees when she checked the box during checkout that agreed with the Terms & conditions. It is also no longer returnable because it is passed the 30 day return window, as the return policy also states. Regarding the cup holder, verify you received the correct CH-1101 cup holder. See assembly instructions attached which specify the model Nova 4286 model you received. The brake wire can be moved or attach the cup holder in a different location. There is more than one location where the cup holder may attach. Consumer Response /* (4200, 11, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfair. We bought based on their advice. SLIGHTLY snug is not same as uncomfortable tight seat. Now I get to move a wire I guess too.

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