ComplaintsforAquaSoles by TriStar Medical Products LLC

• Initial Complaint

  01/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased their products from an authorized representative. They had a large display and have attended the show for multiple years. We spoke to several other vendors who have purchased from them multiple times and at other shows they attend together. We contacted them today regarding the performance of their product. . They installed their product in my shoes. I paid $75 for them. They now want us to pay additional money to replace the product that is defective within 4 days of use.

  Business response

  01/28/2023

  The person selling our product is  NOT an authorized Aquasoles dealer.  They did NOT buy their product from us.  I don't know who this person is, and I don't know where they got our product, or how old the product was.   The seller did NOT include any dealer # on the package as All our dealers are required to do.  We warranty all products sold by our dealers or our website, and are not obligated to warranty any sales by other people who may have stolen the insoles from one of our dealers.  I did, however offer to replace the insoles for just our normal shipping charge of $7.95, which I thought was a good alternative even though I don't know how old the product was, or who sold them.

  Customer response

  02/09/2023

  This shows to be a standard practice of the company based on reviews of them online in multiple different places. They are responsible for monitoring who is selling their product. They are aware of when I purchased the product, who I purchased the product from and that the product failed due to a manufacturing defect within 4 days of use. This is a pure business practice to continuously use this same response. If they are truly not an authorized person selling them, why did they say that before I told them where I purchased them and when?

  Seems to me this is an issue the company needs to resolve. I am willing to send them pictures of the failed product and the leather boots it discolored. I am not willing to pay them additional money. If they do not want to replace their failed product, I will look for reimbursement for the boots their product ruined. 

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