ComplaintsforDiscreet Diabetes Supplies Corp.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a box of insulin syringes. When the box arrived, I no longer needed the syringes and asked the company (by e-mail) if the order could be returned. They said it could but before a return authorization number (RHA) could be issued, I needed to tell them how I wanted to return the product. I responded within 48 hours and have not yet received an RHA. I sent a second e-mail and have not gotten a response. The order number is DDS5062 for a cost of $28.31 plus shipping (total $38.63). I cannot find a telephone number for this company.

  Business response

  08/16/2023

  On July 7, 2023 customer placed an order on our website. On 7/10 it was shipped via FedEx 530748518999 and delivered on 7/11/23. On 7/14 customer requested to return and on the same date we sent them a question asking how they prefer to return. On 7/16 they responded they they will be shipping it themselves. On 7/21 we sent them RA instructions. Not hearing anything from the customer on the 29th we sent a follow up email asking for the return tracking number. We haven't received a response to both emails from the 21st and the 29th. Then on 8/11 we received a complaint from BBB and on same day we sent another email to customer with a copy of the one from 7/21 with RA instructions again to which they she responded on the 15th that the items is being returned via **** tracking 9500 **** **** **** **** 25. We received it today 8/16 and issued a refund for the product. We did not refund original shipping charges as per our policy we do not refund those when the issue is not due to our error, which this was not the case. At no time we had any intention of not allowing for a return and we were communicating proactively and timely.
  
  

  Customer response

  08/18/2023

  ***BBB Has Received The Consumer's Response***
  

   

  The response from Discrete Diabetes Supply is not completely accurate.  They claim to have sent me an e-mail both on July 21st and July 29th.  I do not know to whom they sent these e-mails, but they were not to me.  Since I had been expecting an e-mail from them, I had been checking both my Inbox and my Spam folder daily.  I did not receive an e-mail from them until AFTER I filed my complaint with the BBB.  I received the return authorization (***) from them on Friday, August 11th and mailed the item to them on Monday, August 14th.  I sent Discrete Diabetes an e-mail with the tracking number on August 15th, and informed them that I had not received either of the e-mails they claim to have sent on July 21st and 29th, which they have neglected to mention in their response to you.  (Who would file a complaint with the BBB if they had already received the *** No.?)

  
  

  Am I satisfied?  No, I am not satisfied.  I have checked on-line and telephoned my credit card company, and a refund is not showing as having been issued nor is there one pending.  In addition, the company has not taken any responsibility for their part.  Instead, they have put all the blame on the customer.  

  
  

  I wish this case to remain open until I receive my requested refund.

  Business response

  08/19/2023

  Attached is the entire archived timeline for this order. Here's a summary:

  1. 2023-07-14-1 Initial Customer Return Email (ICRE).pdf

  2. 2023-07-14-2 DDS Response to ICRE.pdf

  3. 2023-07-16 Customer Response - Will self-ship.pdf

  4. 2023-07-**** Customer Emailed Again.pdf

  5. ************ DDS RA Number Issued.pdf

  6. 2023-07-29 DDS Follow Up Email.JPG

  7. 2023-08-11-1 DDS sent 1st email to customer regarding ******************** complaint.pdf

  8. 2023-08-11-2 DDS sent 2nd email to customer regarding ******************** complaint.pdf (with copy/proof of the follow up email sent to customer on 07/29)

  9. 2023-08-15 Customer Sent Return Tracking Number.pdf

  10. 2023-08-16 BBB Response.txt

  11. 2023-08-16 We received the return and issued refund.JPG

  12. 2023-08-17 Refund was processed by the bank.JPG
  
  All customer emails were sent to the only email address we have for the customer which is: *****************

  Customer response

  08/21/2023

  Hi ********:

  The correct amount appeared this afternoon (Monday, Aug. 21st) on my credit card account.  

  For the record, I am not satisfied with the customer service from this company.  I will never do business with them again, nor will I ever recommend them to anyone.

  Regardless, you may now close my complaint.  Thank you for your assistance; I appreciate all your help.

  *****

*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. ↩