Business ProfileforCarex Health Brands

Absolutely terrible customer service. Everything is ran by one woman, named Cathy. Whether you call or email, it's her who you have to speak to and no one else. She is very rude and absolutely will not be flexible in any way. I didn't receive the sale price for a therapy lamp, so I emailed them as soon as I placed the order, attempting to get the discount that was advertised. She refused to honor it, and said that they were looking into why the discount didn't work for me but that it was too late to give it to me now because then she'd have to charge me more for shipping. I called the next day instead of emailing, and the same woman answered and said, "I already told you it's too late for you to get a discount." I then asked to cancel my order and she said that it was too late for that as they were already shipping it. I asked if I could refuse the package or return it and she said that I would have to pay for my own shipping to return it and that I would a 25% restocking fee in addition. Their websites states allover the place that they accept 90 day returns and that they will "make it right" which is a total lie. This is a messed up company and I want to warn others to stay away. If anything breaks, you're screwed, because you would have to pay the same amount to return it than to just buy a new one.

I spoke to Maria on 4/11 addressing the issue below. I assured Maria, that is not how this situation should have been handled by the customer service team and will be addressed. The customer service team knows they should be taking care of the customer first and foremost and if they can't as its out of their control they are too escalate to the leads or me. I told Maria we will be sending her out a new lamp to hopefully make this situation better as that is what should have happened from the beginning. Our job is to take care of our customers and make sure at the end of each call/email they are happy and satisfied with our company.