The walker order has proven to be complicated even though I purchased it out of pocket from a website (I WILL fill this information in later). I placed the order on August 30th for a Nimbo Reverse Walker, youth size. I was sooo happy when I found the walker at my doorstep on September 2nd...that was until I noticed it was the wrong size. I called that same day and spoke to a really nice rep who promised to remedy the situation immediately by shipping out the correct walker right away, and obtaining a return authorization number from the manufacturer. Swell -- YAY -- problem fixed! Not so fast. I waited for return information, and finally sent an email.
Sept 5, 2008
Hi, I was hoping for an update on Return Authorization information regarding my order below. The wrong item was shipped and I called two days ago and was told to look for Return Authorization information which I have not yet received. Also, I was wondering the shipping status of the correct item?
The item we should get was the Youth size and what was delivered was the Young Adult size.
Please email or call with information regarding my order.
Sincerely,
Angela Wilhelm
Sept 8, 2008
Hello,
This is in regards to your Nimbo Walker. Drive Medical needs the serial number off of the walker to process the return and replacement order. I know you stated that you had not opened the box. Would you please do so and provide me with the serial number? I do apologize for the inconvenience.
Sincerely,
REP
Notice no reference to whether the correct item shipped yet. I happily obtain the serial number and package the walker back in the box as perfectly as I could, tape and all. I remain hopeful that the new walker will be on my doorstep soon.
Same Day Sept. 8th , My response:
Sure, no problem!
The serial number is:
XXXXXXXX
Angela Wilhelm
Late on Sept 8th Rep's response:
Hello,
I am so sorry for the extra trouble. What the manufacture is looking for is the item number not the serial number. Below will tell you where the number is located. Again, I am sorry for the inconvenience.
Sincerely,
REP
GAH! So I go and reopen my perfectly repackaged walker. Need I remind anyone that THEY sent the WRONG item to ME. I immediately reply:
Sept 8th My Reply
Item number: XXXXXX
Has the correct item shipped yet?
Angela Wilhelm
So Jack has no walker and this is getting ridiculous. If I don't hear back this morning on whether my CORRECT item has shipped as promised on 9/2/08, I am cancelling the order and will return the incorrect item as soon as they send me an Return Authorization number.
My only fear in canceling and ordering from another place is I can't afford to have paid for the wrong walker, the correct walker from old place and a correct one from new place...and for some reason I feel it's a great possibility I'd end up with 3 walkers...
I will say the rep has been polite and I realize it is the manufacturer making me jump through hoops for return info but the bottom line is I placed and order, it was wrong and I want it right.
GRRRR...
Off to check my email again!
So Jack has no walker and this is getting ridiculous. If I don't hear back this morning on whether my CORRECT item has shipped as promised on 9/2/08, I am cancelling the order and will return the incorrect item as soon as they send me an Return Authorization number.
My only fear in canceling and ordering from another place is I can't afford to have paid for the wrong walker, the correct walker from old place and a correct one from new place...and for some reason I feel it's a great possibility I'd end up with 3 walkers...
I will say the rep has been polite and I realize it is the manufacturer making me jump through hoops for return info but the bottom line is I placed and order, it was wrong and I want it right.
GRRRR...
Off to check my email again!
How much do you hate that? We're talking about a person's ability to walk and they're dilly-dallying around with item numbers. Imagine how important it would be if it meant THEY couldn't walk til they got it right.
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