"I recently purchased 2 ice packs manufactured by Don Joy through Better Braces, a company registered in Vista CA. The packs turned out to have been defective and were, in fact, under recall at the time I purchased them. Better Braces (BB) did not inform me of this.
Purchase info: DonJoy Performance Coldform Shoulder Wrap Hot/Cold Therapy Order: ############# (11/29/2016). Both were $39.99.
The first time that they were used, the ice packs burst. I contacted BB and received no response. As it happened, BB was a Google Trusted Store. Google reached out to me, and was able to at least obtain a return postage label from FedEx to send the packs back.
BB now claims that they never received them back, and refuses to refund my purchase price. They also refuse to return phone or emails. calls to me. I have complained to the BBB and Chamber of Commerce
"
"I made a purchase which I received in mid December. Unfortunatly I ordered the wrong size due to not being able to talk to anyone about the proper sizing.
I have made 4 phone calls and left messages of which none have been answered.
As per their returns policy I tried to email the company however the emails have bounced back to me.
I do not want a refund but would like an exchange if only they would communicate with me.
I would suggest anyone wanting to purchase a brace to think seriously before ordering from this company."
"I left repeated messages but was never called back. I then went ahead and placed an order. No confirmation of shipment and so far, no parts as needed. This seems like a very shady operation. There is no way to get anyone on the phone live.
Try to find another vendor. Save time and aggravation. Try to find another vendor.
Update: I've left further messages - no replies. I just got lucky and snagged somebody on the phone.
They said there was a snag somewhere and that the order just got entered. Further validating in my mind that this is a vendor to be passed over. "
"i initially wrote a review critical of the customer service as I had received the wrong size foot insert and could not get a return call on where to send it back. I then got through to a very nice lady who was very helpful and now I am confident that all will be well"
"I placed an order on October 6 and paid for the product and the shipping and my order was shipped on October 7 - the web site stated that I would get my order in 7 to 10 working days. It is now October 25.
When I contacted them they advised me that it could take up to 10 days. There was no mention of the 7 days they have on their web site. Had I know it would take this long to get my order I would NOT have ordered from them - by the time my order arrives I won't need it any more!!!
I contacted them again their response was for me to contact UPS - I did not buy the product from UPS!
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"Orders after 12pm ship next day according to their website. WRONG! Pay for 2 day shipping and they will ship it whenever they get around to it. And their customer service doesn't even care. "
"I am trying to return the brace I ordered, but their customer service has not responded to any emails. (And I mean ZERO response). Stay away, poor customer service."
"Sizing charts are poor, and company will not honor exchanges due to misinformation. Business also will not exchange without additional charges placed on one's card. Kind of a rip off. Also difficult to get through to phone rep, and no response to emails."
"This site normally is very helpful, however, they canceled an order I placed without any reason. I own a rehab clinic and I need the braces i ordered. I clicked reorder on the website and now im told not to do that to check the website first, Why have the reorder button there to start off with. I will not be reordering again from this company..and I suggest you dont either!"
"i am in serious pain and doc told me to get a brace. i saw the one i wanted on amazon but i needed it quicker so i thought dealing with better braces was a good idea WRONG. their regional rep told it it would ship right away from indiana and when i finally got an email saying it would ship they said it would be as many as 10 days later than originally promised because they were late getting it out and they no longer ship from indiana. so im sitting here in pain god knows how many more days from now and it was due yesterday. things happen but when i contacted them they said there wasnt a thing they could do even after they went and spoke to their supervisor. not even a penny refund. needless to say my first and last purchase from them"