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Marla - 03/18/2022
I received a damaged product, which Shop Nebulizer has yet to replace or give me a refund for. I ordered a Phillips Respironics Innospire Elegance Compressor Nebulizer System from Shop Nebulizer on 2/3/2022. It was supposed to take 5-7 business days to arrive. I received it 2/19, a Saturday. The filter was damaged, crumbled into tiny pieces as I tried to remove it, and I was unable to remove it completely. Therefore, the system is unusable. I called Shop Nebulzer the following Monday, 2/21, and explained the problem. The woman asked for the order number and said she would send me a replacement nebulizer with a return postage label to return the defective product. That never happened. On 2/26 I got an email asking for the item number. I replied the same day with the item number and pictures of the defect. On 2/28, another email said they were looking into the issue, “now on priority.” On 3/4, I emailed asking what the holdup was. On 3/7 someone replied with no explanation, saying they were working on it with the “concerned department.” I then called customer service to complain. She said they were waiting for an authorization number from the vendor. On 3/16, after still no notice of a replacement being sent, I was sick of getting the run around so I called again, saying since they’re not replacing the product, I want to return it for a full refund, including what I paid for shipping, and a return postage label mailed to me. I don’t think that’s too much to ask. I also asked to speak to a manager, and the woman said she would have her call me. Instead, the same woman called me back, asking for the serial number of the unit. No one has called me since. On 3/18 I called to complain again and was told that hygiene products are not returnable and that it states that on the website. This was the first time anyone mentioned that. I said that on the packing list I received (which lists the hygiene products I ordered) it says “To return an item please obtain return authorization number,” so how would I know the website said anything different? She said she would try to have the manager call me, but I am still waiting. I will be contacting the Better Business Bureau next if this issue is not satisfactorily resolved soon.
Cinde P - 03/13/2022
Love this. Never knew there was a reusable kind.
03/13/2022 - California
Been looking for a nebulizer company for a long time. More than 2 years. Finally my searching paid off. My new supply source!
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