ComplaintsforThe Alzheimer's Store

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased this Open Box item from Healthcare Products LLC through the website The Alzheimer's Store. Upon receiving the item, we followed the instructions on their website for uploading our own music to the player. The music player could not be turned down using the buttons and following the instructions on their website and is VERY loud. The music we loaded shows up on the file menu but the music they pre-loaded is still the only music that plays, even though we supposedly deleted the files per the instructions. I suspect that because it was an Open Box item that it had already been returned to them as defective and they simply re-sold it to me. I have tried calling them, turned in a Request for Return on their site, but they have not responded to me in any way. Very disappointed. I wanted this for my brother who is in memory care because I know how much music helps him. To prey on people that are already struggling is just evil on so many levels.

  Business response

  12/14/2023

  BBB,

  This customer contacted us only 3 hours before filing a complaint with the BBB. We did not have enough time to respond. All defects must be submitted using the ** form that we emailed to this customer. We pride ourselves in the products and service that we offer and attempt to resolve any hiccups as quickly as possible. 3 hours is not enough time to react. 

  
  We are currently working with the customer to make sure the issue is fixed. Open box items are inspected and refurbished, so it is surprising that the volume buttons are not working. A replacement will be sent.

  Thank you,
  The AlzStore

  Customer response

  12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is inaccurate. I contacted them several times over a 10-day period and it was not until I contacted the BBB that I suddenly got a response. They did finally help me to fix the issues I was having and this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  10/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a phone for my mother in law. It doesn't work. Zero response from company despite emails. There is literally no way to call anyone and online chat is useless--no real person there., Order number ***** Thank you for your order at the Alzheimer's Store on 09/23/2022. We know you are excited to receive your item so one of ** is going to pack it up and ************** soon. When it is on the way we will send you a tracking number so you can follow the progress of your shipment.If you have any questions regarding your order, please contact ** at ************** or email ** at ************************************** Please be sure to reference your order number! CodeItemQtyPriceGrand Tota* *********Dial-less Telephone - Red1$59.95$59.95 Subtotal: $59.95 Tax: $0.00 Shipping Cost: $3.90 Grand Total: $63.85 Bill ********************** ************************************************************************************************************** ********** ********************* Ship **************************** **************************************************************************** ********** Payment Info: Credit ********** ******************* **************** Shipping Method:Flat Rate Shipping

  Business response

  10/25/2022

  The customer contacted us on Indigenous People's Day (Columbus Day) about their phone not working properly. Our offices were closed and we responded to their request shortly after and in a timely manner. We sent an RFQ number and instructions to request a return or exchange. The phone is most likely not defective and since the user is in a care facility, the phone might not be compatible with their ************ as not enough power is supplied through some facility and internet based phone lines to make a standard phone work properly. The Alzheimer's Store followed the correct procedure and has not heard back from the customer regarding their RFQ. We cannot make a return or exchange without the unit returned to us. Thank you.

  Customer response

  10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  

   

  When we contacted the business on Columbus Day this was after an earlier attempt to reach them by my husband with no response.
  Additionally, none of the info they are providing now about incompatibility with VOIP was provided to us. Heres a conceptwe provided our phone number so why was there no follow up call? We will return the phone. If a business is going to sell products online they need to provide a way for customers to speak to an actual person. 
  The Alzheimers Store provided zero direct interaction with us to help us determine the issue. They only provided info after we filed a complaint. I applaud The Alzheimers Store for providing products for a vulnerable population but their customer service is severely lacking. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩