ComplaintsforRX SLEEVE

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order No. ****** dated 22 March 2022. Total Amount to be refunded US$ 715 (i.e. US$565 Cost of Product plus US$150 Fedex International Courier). Product ED Sleeve Model 'Shell'', a medical device. The product was unsuitable and returned to the merchant UNOPENED as per highlighted instructions on the plastic packet which was heat sealed by the company and could only be opened with scissors or a knife. The merchant confirmed receipt of return on 18 May 2022 but accused me by email of opening the plastic sealed package which I most certainly did not. I am sure they are well aware that the package was unopened but take it as an excuse to refuse a refund. My subsequent reminders by email remain unanswered. By the way, the merchant courier pouch had been examined by USA customs before leaving the country and had been resealed with green US tape. I thought at the time that this was odd and pointed it out the merchant. However, I repeat that the strong plastic bag containing the device was NOT opened and was sealed. It was returned to the merchant with the original courier packing including the US customs tape.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/06/19) */ Thank you for bringing this to our attention. Yes, we are aware of this complaint and have been working to find a mutual resolution. We have been in contact with our client prior and since being reported to BBB. RX Sleeve takes tremendous pride in helping men/couples in need.... Helping couples stay close is the purpose of our company... and we have helped thousands. In this case, the client acknowledges receiving the package unopened. However, the external packaging of the returned item had no visible signs of tampering, yet the internal package, containing the item, was clearly torn opened. (We have taken photos for our documentation) The issue is one of Policy and is clearly defined below. Refund & Exchange Policy CDC states that STDs in the U.S. reach all-time high for 6th consecutive year. More than 2.5 million cases of chlamydia, gonorrhea, and syphilis were reported as of 2019.* We work hard to provide all customers with the best possible handmade products on the market. RX Sleeve is the industry leader for men's sexual wellness prosthetics. Every model is handcrafted and made to order, we proudly use 100% certified platinum materials. When your package arrives: you will be able to determine if it suits your needs without opening the sealed bag. You will be able to determine the weight, view the coloring, see the size and squeeze the material without opening the tamperproof bag. OPEN PACKAGES ARE UNRETURNABLE: Opened packages are a health hazard per the CDC and are non-returnable Packages that have been cut on the sides, top or bottom or otherwise tampered with are a health hazard Packages that show evidence that the product has been touched by human hands is a health hazard Sending an opened package back without the pre-purchased warranty, is a health risk to the RX Sleeve company and its employees REFUNDS Only sealed packages will be accepted A 30% restocking fee will be deducted from your refund. All shipping and warranty fees are non-refundable EXCHANGES Only sealed packages will be accepted If the model you are returning is priced higher than the exchange model, a credit will be applied with your credit card used If the model you are returning is priced lower than the exchange model a separate invoice for the cost difference will be emailed to you A 20% restocking and shipping fee will be charged in a separate invoice Exchanges can only be made once. Send an email to sales@rxsleeve.com with your order number advising that you will be mailing back your order. We recommend returns be shipped with tracking numbers to verify that your order was received by us. Consumer Response /* (3000, 7, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is NOT just a Policy issue as claimed by the seller. The company has completely contradicted themselves in their reply which we have received through BBB. They sent us photos of the tamper proof sealed package containing the item exactly as it arrived to their post and packing department. There is no tear in the package. The package is intact, so I'm afraid they are being economical with the truth by claiming it was torn open. If it was, why did they not send photos showing this huge tear? There is no evidence whatsoever to suggest that the tamper proof plastic package had been interfered with by either US Border Control or ourselves. The photo of the tamper proof, see through plastic package shows a small indentation on the margin (which shows in their photographs) which may have been caused when the OUTGOING package was opened BY US BORDER CONTROL and examined in the USA before it left for its overseas destination. The vendor chose a lousy courier too and charged us $150 - so maybe they took a look at the contents too? The courier they chose just dumped the package in our letter box, having obtained a signature from a passing stranger. We can prove all this and will be going after the courier next. We have explained all this to the Vendor. The vendor photographed the returned package which they kindly forwarded to us. The photos showed a tiny indentation in the margin. We replied in detail. The photos show NO EVIDENCE whatsoever of a torn package which they now claim. In fact the item was contained in a strong plastic package which was HEAT SEALED so it was impossible to tear open and could only be opened with scissors or a knife. The vendor knows very well that the item was contained within the STRONG, HEAT SEALED, TAMPER PROOF, RE-INFORCED plastic cover could not have been removed in any shape or form, and the photographs prove this. In previous correspondence with them we asked them to refer the matter to US border control because they opened the envelope containing the heat sealed plastic package containing the item. We can only surmise that the company receives many refund requests so perhaps it is easier for them to claim that a small 1.5 inch indentation in the MARGIN, which did not touch the heat seal. We reported in writing that there was a tiny indentation in the plastic the minute we received it. The tiny indentation is on the MARGIN of the heat sealed tamper proof package constitutes interference on our part. The package is not torn and the photos prove this. Fortunately we have the photos and the entire sorry email saga so we can prove it too. Finally, we just want a full refund from a Vendor who misrepresents their products and then, when their clients politely request a refund or an exchange for something a little more appropriate they accuse their clients of ripping open a package containing an absurd contraption that no-one in their right mind would use. We had hoped to claim the $150 for the catastrophic courier service too, but we'll go after them at our leisure. **************** Business Response /* (4000, 9, 2022/07/07) */ Again, this is a policy issue: We work hard to provide all customers with the best possible handmade products on the market. RX Sleeve is the industry leader for men's sexual wellness prosthetics. Every model is handcrafted and made to order, we proudly use 100% certified platinum materials. We have the privilege of being in the business of help couples with regaining intimacy and bringing them closer. For over a decade we have been bringing hope and fulfillment to countless couples. Client has stated that they did receive the package unopened, as we used the reputable UPS. We unfortunately received the returned package opened. (pictures attached. as requested.) One picture shows the torn top portion missing. The second is an example of how our products are shipped, with the top portion intact. The discrepancy from what we received and from what the client claims was sent, is quite large. In the interest of closing this issue, we are considering this a returned item and having it fall under our policy bellow. Thank you again for your assistance in mediating OPEN PACKAGES ARE UNRETURNABLE: Opened packages are a health hazard per the CDC and are non-returnable Packages that have been cut on the sides, top or bottom or otherwise tampered with are a health hazard Packages that show evidence that the product has been touched by human hands is a health hazard Sending an opened package back without the pre-purchased warranty, is a health risk to the RX Sleeve company and its employees REFUNDS Only sealed packages will be accepted A 30% restocking fee will be deducted from your refund. All shipping and warranty fees are non-refundable Consumer Response /* (4200, 11, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We can only repeat our position that the Vendor is accusing us of lying. In our part of the world this business practice is called "bad faith" and has serious legal implications as we are sure it does in the US. We have consistently affirmed, and are more than happy to testify in a court of law, that the item in question has not been touched by any human hands belonging to us. The Vendor himself proved this by sending us a series of photos which clearly show a 1.5 inch nick in the margin of the tamper proof bag, which is otherwise INTACT. In a subsequent email the Vendor changed their story and claimed the bag had been torn open, so they are either lying or perhaps US Customs Border Control examined the Australian couriered contents at the US entry point on the way back to the Vendor? The package was examined in the US so if the Vendor claims the package was torn open then this is when it occurred. How are we supposed to know what US Border Control would make of an X-Ray indicating a human body part inside? It the Vendor claims the package was torn open (although the photos they sent did not indicate this at all) then maybe US Border Control tore it open and had a good look at the product expecting it to be stuffed with drugs? We are nor responsible for what may or may not have happened with US Border Control inward bound into the US or outward bound Overseas. It has already been proved that US Border Control examined the outgoing parcel, presumably because an X-RAY showed an image which looked suspiciously like a human body part. So perhaps the vendor should accuse US Border Control of handling the product and not the client? Although quite how US Border Control would have removed an enormous harnessed contraption purporting to be a medical device through a 1.5 inch nick IN THE MARGIN of the tamper proof package remains a mystery. The tiny nick is clearly shown in their photographs. The item, purporting to be a medical device is 8inches long with a circumference of 8 inches, attached to a harness that looked like horses reigns, and could not possibly have been removed unless the package had been torn upen, but the photographs from the Vendor do not show this. Finally, we are beginning to suspect that the vendor might receive many returns & requests for refunds, so perhaps it is possible that the tiny nick in the margin of the tamper proof package which we reported to them upon receipt is made deliberately by them BEFORE the parcel is shipped, so tht the client can be accused of opening it and denied a refund or exchange for something more suitable? Currently, as things stand we have donated US$ 550 for an anatomically absurd contraption plus $150 for a useless UPS courier company who asked a stranger to sign for it and then stuffed it in our letter box from where it could have protruded for two weeks if we'd been away and been removed by anyone. We wish it had been and then we would have sued UPS and received an entire refund. UPS had the code to our gated community and could easily have delivered it directly to our house, or left it in our secure front courtyard. Our position stands, we want a full refund. Forget a restockage fee, the item was returned unopened, intact and untouched by us and we will not be called liars by the Vendor when we've proved that US Border Patrol examined the OUTGOING parcel and possibly the INGOING return. The Vendor should perhaps sue US Border Control? This whole process is an utter fiasco and the Vendor is well aware of this. We are going round in circles we'd like to take this to the next level, we will NOT be accused of lying.

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