ComplaintsforSleep Safe Solutions

• Initial Complaint

  06/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  1. I had ordered a Resmed Chin ********* and I paid $14.95 for the item and $7.15 for **** Priority Mail shipping, for a total of $22.10.2. ***** shipped me a Sunset Healthcare Solutions Universal Neoprene Chinstrap, which is not what I ordered.3. In addition, ***** shipped this item via **** First Class Package, even though I had paid for **** Priority Mail shipping. This is deceitful and I was overcharged for shipping.4. After I contacted *****, I was told that the item I ordered was out of stock and that I would receive the correct item when it was back in stock. However, even today, *****'s website continues to show that the Resmed Chin ********* as "Stock Available", which is obviously incorrect and also deceitful.5. I told by ***** that in order to receive a refund, ***** would not be sending me a prepaid return label, and that I would have to send the incorrect item back to ***** at my own expense.6. So in order to return an item I did not order, and to get my money back, I have to spend more money to return the item to ***** and I would not be reimbursed for this return shipping.7. This is not acceptable. I should not have to pay to fix a mistake made by *****. In fact, I am not even sure if it is a mistake, or if ***** intentionally sent me the wrong item (since I have been told that the correct item is not in stock).8. I am still happy to return the incorrect item, as long as I don't have to pay for the return shipping. But ***** does not have an explanation for why the customer must pay for return shipping when an incorrect item is shipped by *****.9. Earlier BBB complaints regarding this company show the same deceptive behavior of shipping incorrect items to customers and then not covering the return shipping charges.

  Business response

  06/20/2023

  We have had several threats from this customer and have explained our return policy and terms of service he acknowledged when he checked out on his order. We are glad to have the merchandise returned per our policy and will refund. As of this email we have not received back the merchandise from this customer and he is attempting to have both merchandise and money for this order. We look forward to resolving this matter quickly and closing this complaint.

  Customer response

  06/20/2023

   
  Complaint: 20203835
  
  I am rejecting this response because:
  

  1. I have made zero threats to *****. I have attached my entire email chain to this complaint that both BBB and ***** can review. My last email said that I would be filing a complaint with the BBB and disputing my credit card charge. That is not a "threat". As part of their response, I humbly request ***** to please quote any prior emails I have sent where I have made "threats" to ***** and explain in detail which part is a "threat" and why.
  
  2. In my email chain, I have offered several times to return the merchandise that remains unopened (see attached *****-incorrect-item-unopened.jpg). ***** should read my emails again if they have not already done so. It is incorrect to claim that I am attempting to have both merchandise and money for this order.
  
  3. In one of their emails to me, ***** admitted that the item I ordered is out-of-stock. So in fact, it is ***** who is being deceptive, showing out-of-stock items as in-stock, sending the incorrect item, and then expecting the customer to pay for return shipping.
  
  3. ***** has explicitly rejected providing me a Prepaid Return Label. I do not understand why the customer must pay for return shipping when ***** has deceptively sent an incorrect item and ***** has never offered an explanation for this despite me asking several times in the email chain. If ***** can send me a Prepaid Return Label, I will return the item today. If ***** does not send me a Prepaid Return Label, I cannot be liable for paying for return shipping for a mistake made by *****.
  
  4. ***** also overcharged me for shipping since I paid for Priority Mail shipping as listed on my invoice, but ***** mailed the item via First Classs Mail (see *****-shipping-label.pdf attached to the original complaint). ***** has not addressed this in any of their emails to me.
  
  5. Lastly, ***** is still falsely advertising that the correct item is in-stock when in fact it is not. If ***** had good faith, they would immediately take the listing down from their website instead of continuing to show that it is in stock and deceiving other customers.
  
  I am requesting that ***** refund the entire amount I paid of $22.10 since they sent me an item I did not order. And I will return the (unopened) incorrect item to ***** if they can send me a Prepaid Return Label.
  
  I look forward to resolving this matter quickly and closing this complaint.

  
  Sincerely,
  
  ***************************

  Business response

  06/20/2023

  Our position is very clear with this customer as we have allowed him the opportunity to return merchandise for a full refund. 

  Customer response

  06/26/2023

   
  Complaint: 20203835
  
  I am rejecting this response because: My position is also very clear with ***** since the beginning. I should not be liable to pay for return shipping to return an item I did not order.
  
  Sincerely,
  
  ***************************

  Customer response

  06/26/2023

   
  Complaint: 20203835
  
  I am rejecting this response because: My position is also very clear with ***** since the beginning. I should not be liable to pay for return shipping to return an item I did not order.
  
  Sincerely,
  
  ***************************

  Business response

  06/26/2023

  We will contact the BBB directly to discuss the terms if service and return policy that has been stated several times to you. Since at thus point you are outside the 10 day return grace ****** we are strictly enforcing our policy!

  Additionally we are turning your case to our contacted third party collection agency for cost of merchandise plus fees.

  Customer response

  07/06/2023

   
  Complaint: 20203835
  
  I am rejecting this response because:
  

  Yes, I admit accepted the Terms of Service and the Return Policy. But I accepted them under the premise that ***** had the item I wanted in stock (as their website showed) and I paid to have it shipped it to me via **** Priority Mail. Every other online merchant who operates in good faith ensures that their website is showing accurate stock for each item, and they ship the item ordered to the customer with the shipping method that the customer has paid for.
  
  If *****'s website had shown that in reality ***** did not have the item in stock, and that ***** would ship me a different (incorrect) item and would ship this incorrect item via **** First Class Mail instead of **** Priority Mail, I would have simply not placed the order in the first place (and hence would not have accepted the Terms of Service or Return Policy in the first place).
  
  If *****'s website was indeed an error, then ***** could have easily just canceled my order and issued me a refund. And if that was not an option, ***** could have contacted me to inform me that the item I ordered is not in stock and asked me if I would like a different item instead or if I would like a refund.
  
  If ***** had sent me a Prepaid Return Label as I have been requesting since June 8, 2023, I would have returned the item well within their 10-day Return Policy.
  
  If ***** was operating in good faith, ***** would immediately correct the status of the Resmed Chin ********* to show that it was out of stock, after I reached out to ***** requesting a refund. However, even today, ***** continues to show that this item is in stock and hence continues to deceive other customers.
  
  I do not owe ***** any money. I ordered an item, made the full payment via credit card, and ***** shipped me an incorrect item instead (and that too via a slower and cheaper shipping method). So I am not sure why ***** has asked a ****************** to collect the "cost of merchandise plus fees" from me. But I am very much looking forward to hearing from *****'s ****************** so I can explain to them that it is actually ***** who owes me money and not the other way around.
  
  As part of this BBB complaint, first ***** accused me of making threats and said "We have had several threats from this customer". When I asked ***** to quote from my emails where I had made threats, I got no response to my question. After that, ***** accused me of "attempting to have both merchandise and money for this order". When I explained that I have always offered to return the item as long as I did not have to be liable for return shipping, I was told that I have accepted the Terms of Service, and that I was outside the 10-day Return Policy that they have suddenly decided to strictly enforce (see above on why I accepted the Terms of Service). And then ***** has accused me of something unknown and said that I am being referred to a "collection agency for cost of merchandise plus fees", even though I do not owe any money to *****.
  
  All of these accusations are clear and obvious attempts at intimidation by *****. All I am asking them to do is to own their mistake, simply send me a Prepaid Return Label so that I can return the incorrect item, and give me a full refund. It is really quite easy and simple, but ***** continues to refuse to do so.
  
  
  Sincerely,
  
  ***************************

  Business response

  07/06/2023

  Our position has been previously stated for this customer and our cause of action remains clear moving forward. 

  Customer response

  07/07/2023

   
  Complaint: 20203835
  
  I am rejecting this response because:
  

  My position has also been previously stated for *****, and it is clear they don't want to own their mistake and want to continue deceiving and intimidating their customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to find out what the status of my returned order #**** is? ***** sent me the wrong item **** snail mail, though my order at online checkout said **** Priority. When the item arrived it was the wrong item other than that I had specifically ordered. The item was in a clear plastic pouch and it was returned unopened- per the ***** online return policy. I returned the item promptly out of my own pocket **** Priority mail **********************. The **** Priority mail was $10.20 in addition to the $62.91 that I have already spent for the ResMed Airsense 10 CPAP heated tubing with oxygen port. I have had NO response from either your ***** phone number or chat line. 1) Please refund me the entire amount I have spent or send me the item quickly as I can procure it from another seller. Thank you.

  Business response

  11/28/2022

  We are currently in the process of refunding this customers order. Please allow ***** hours to post to his account.

  Customer response

  12/04/2022

   
  Complaint: 18470842
  
  I am rejecting this ******** because:

  ***** representatives ****************'s initial ******** to this BBB complaint was "Follow the return policy" sent by email. Brief, succinct and rude. I then sent him my ******** that I already had, with the **** tracking number showing the **** returned the item a week prior. The item was in a clear plastic pouch and was returned unopened (per their return policy) and clearly incorrect from what I purchased.

  Note: I was initially unable to find their return policy online until I was sent a link from an online chat session from their ***** website chat. No-one picked up the phone- always went to voicemail...The customer service rep ******** by chat was "follow our return policy". As I could not locate their ultimately lengthy return policy, I asked for a link and even then had to get the return shipping address from another chat session. Then their communication ceased. The return would not have occurred if I had not paid the **** $10.20 shipping for the return **** Priority Mail trackable envelope. Remember the item sent, was the incorrect item from what I purchased. It was not my fault or my responsibility to pay return postage for their mistake (intentionally substituted item?). Apparently the item I ordered was not in stock when I checked their online listing following the purchase and having received wrong item. This was a change from my initial ordering experience. At NO time was I even offered a prepaid return shipping label. 

  Then after my BBB initial complaint, and their abrupt ********, I get an email saying the purchase charge had been reversed. In checking my payment method several days later, the initial purchase of $62.91 was refunded to my payment card. However the **** $10.20 paid to return the incorrect item was not returned. I have been ignored. I am seeking this refund as It was completely their incorrect fullfillment of my order that caused the return and should be included in the final case refund, and it was not. They have not responded to my request for this amount still owed. I would currently not recommend purchasing from this business.

  "**** (Krydich),
   I have just received an email claiming ***** has refunded for the original purchase order only. I am still owed the $10.20 paid for the return shipping that was not my fault. Your Company sent the wrong item, that should not have occurred..
  Sincerely,
  Lincoln ********"

  This email was sent and ignored. I await their ********.

  Business response

  12/14/2022

  Please see attached rebuttal response and supporting documents. 

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 13th I ordered a sleep apnea machine from this company for $118 the next day a gentleman called me to say they didn't have the machine told me send him another $100 for a different machine I did that they sent machine I never received it someone took it out of my mailbox I called them to have them file a insurance claim the gentleman said it was out of their hands I called them back the next day no response I got them on the phone days later told me nothing they do called back about a week later so now it's Dec a gentleman by the name of Anthony told me his boss would send out another machine I asked him would I be able to use this machine for my sleep study he said yes I had the machine sent I received the machine and it is not in working condition it is over 20 years old so I actually went from my north Carolina home to las Vegas to go directly to the establishment when I arrived at the address provided there was no business once again I reached out to the company no answer Anthony called me back I advised him that I am at the establishment and their business was not there he hung up and from then on he has hit the button to send me to voice-mail I googled the company once again this time another address on blue diamond popped up I went to this address there is no business at that address either I need help finding this company to get my money back!!!

  Business response

  03/31/2022

  Business Response /* (1000, 8, 2022/01/20) */ This customers order was sent to him after communicating several times as to which sleep device would be appropriate for his condition. Device was received by customer and after a few weeks of usage began to demand additional accessories that are items to be separately ordered and this was explained to him. Customers attitude and behavior towards staff members was threatening and confrontational about his demands. Customer than threatened legal action against the business to which we ceased all further communications and turned the matter over to outside paid council. We are still awaiting any cause of action to be taken against the business to which our position will be handled by representation. Consumer Response /* (3000, 10, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a lie they sent a totally different machine that is 20 years old I went to their place of business off their website to return the device in person and the place does not exist all I want is my refund the guy told me this was all his boss would do after I went to the address on the website and seen it was bogus I called told the guy Anthony that I just came from their place of business he hung up before I could say that the business doesn't exist and never answered the phone again Business Response /* (4000, 13, 2022/01/25) */ Customer needs to return machine and follow our return policy. Consumer Response /* (4200, 15, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a first they told me I could use this replacement machine for my sleep study it does not have a SD card or place to put it in I called they sent me to voice-mail when I informed the gentleman on the phone Anthony that I just left the address on the website to bring the machine back for a refund and has never answered the phone after that I said legal counsel then I realized why when that is just another bill so I got in touch with the BBB they should not have a address on there website or business license that is not a REAL ADDRESS so all this back and forth you have not got anything about legal action just admit you guys are stealing peoples Money I am in Las Vegas and can bring the machine for a refund any day of the week and since your ADDRESS IS NOT AVAILABLE to bring it back we can me at Walmart I want a refund the machine has never been used not usable Business Response /* (4000, 17, 2022/01/28) */ Our return policy is very clear as with our terms of service on this matter to which you agreed at time of purchase. Our position is very clear with this customer to rectify this situation when we have received his equipment he will be eligible for a refund per our policy. This idea of a third party meeting location is nonsensical and will not be entertained. Due to Covid 19 protocols we are not allowing any foot traffic into our business out of an abundance of caution . Consumer Response /* (4200, 19, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) WILL SEND THIS PRODUCT THIS IS RIDICULOUS NO COVID THEY DO NOT HAVE A BUSINESS Business Response /* (4000, 21, 2022/02/08) */ As of this date 2/8/2022 we have not received back the merchandise in question and ask to close this complaint. Consumer Response /* (4200, 23, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will return the old broke machine when I get back off the road I am a truck driver it was no need to bring a machine on the road that does not work so no don't end the complaint will be back home in 2 weeks will get the old broke not up to date machine then thank you BBB Business Response /* (4000, 25, 2022/02/10) */ Our policy is very clear that customer has 10 days from the receipt of merchandise to return this equipment. This protracted delay is an ongoing tactic by this individual to control the narrative. Our terms of service were acknowledged by customer at the time of purchase to which our policies are clearly outlined for returns and refunds. Our position remains unchanged.

*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. ↩