Cropper Medical, Inc. T/a Bioskin horrid customer service - worst ankle support ever tried Ashland Oregon

We did respond to the complaint filed by this customer with the Better Business Bureau, and they felt we had done our best to assist this customer. This is what we filed with them. I believe it shows we have EXCELLENT customer service.

"May 23, 2005 Ms K* indicates that she is dissatisfied with the way the Velcro is fraying on the BioSkin Patella Stabilizer that her son is wearing. She wants to exchange it for a BioSkin Back Skin with Flexible Support & Lumbar Foam Pad.

May 23, 2005 she is emailed stating that we will exchange the Knee Brace for a Back Brace as soon as we receive the Knee Brace from her. This was agreed to, even though this was contrary to company policy, because we had no record of her purchasing a Patella Stabilizer from us. When asked about returning it to where she got it from, she was told that they would not take it back. I show no record that we ever got the knee brace back from her.

June 1, 2005 Ms K* calls and wants a TriLok Ankle Brace sent to her instead of the Back Brace. Apparently her son does not need a Knee Brace or a Back Brace, because the Ankle Brace is for her own use.

June 2, 2005 a size Small TriLok is sent to Ms K* free of charge.

June 24, 2005 a size Medium TriLok is sent to Ms K* free of charge.

July 21, 2005 a size Medium Visco Ankle is sent to Ms K* free of charge.

December 2005 Ms K* contacted Customer Care Department about exchanging a Visco Ankle Skin with Figure 8 Wrap. She wanted a larger size.
When the product was returned, it had obviously been worn, and no credit could be given.
We sent her a size Large Visco Ankle. We also stretched the old product, and returned it to her.
From the one email she sent, (December 28, 2005), it seems she was trying to wear it over a stocking. BioSkin products are manufactured as a compressive product to be worn next to the skin. It certainly would seem too small, if not worn properly.
BioSkin products provide superior compression. They are sold as a compressive brace. They do relax 8-10% after being worn. This was explained to Ms K*.

January 17, 2006 Ms K* informs Customer Care that the brace is very uncomfortable.

November 12, 2007 Ms K* wants to return a product that is two years old and replace it with a new Knee Brace. She is informed that this is not possible, but that she can purchase a Knee Brace from our website. She contacts the BBB.

Our products continue to evolve and change. We cannot (according to our published policies) take old or discontinued products back into stock.

I have attached a copy of our Terms and Conditions that accompany every product we ship.

I believe that we have done our best to assist Ms K* with her problems. I am not sure there is anything we could do to satisfy her. We sent her numerous products, and I don't see where we ever charged her anything. It is hard to issue a refund when there was no purchase. I believe it is unreasonable to continue to send her free products that she can't or won't use.

Our VP Sales, has indicated he is going to call her and explain the situation personally."

This was the final conclusion we posted with the BBB:
Conclusion Case #22138082:

Our VP Sales, has had two different telephone conversations with Ms K*.
He listened attentively to her concerns.
She can be assured that W* has been notified of the filing.
We are unable to refund the original product because it was purchased from a third party.
We have not succeeded in finding a suitable replacement, so we can no longer offer an exchange.
We are very sorry that we could not help Ms. K*.
On behalf of W*, T*, and myself, we wish her the very best and hope she accepts our sincere apologies.

We did respond to the complaint filed by this customer with the Better Business Bureau, and they felt we had done our best to assist this customer. This is what we filed with them. I believe it shows we have EXCELLENT customer service.

"May 23, 2005 Ms K* indicates that she is dissatisfied with the way the Velcro is fraying on the BioSkin Patella Stabilizer that her son is wearing. She wants to exchange it for a BioSkin Back Skin with Flexible Support & Lumbar Foam Pad.

May 23, 2005 she is emailed stating that we will exchange the Knee Brace for a Back Brace as soon as we receive the Knee Brace from her. This was agreed to, even though this was contrary to company policy, because we had no record of her purchasing a Patella Stabilizer from us. When asked about returning it to where she got it from, she was told that they would not take it back. I show no record that we ever got the knee brace back from her.

June 1, 2005 Ms K* calls and wants a TriLok Ankle Brace sent to her instead of the Back Brace. Apparently her son does not need a Knee Brace or a Back Brace, because the Ankle Brace is for her own use.

June 2, 2005 a size Small TriLok is sent to Ms K* free of charge.

June 24, 2005 a size Medium TriLok is sent to Ms K* free of charge.

July 21, 2005 a size Medium Visco Ankle is sent to Ms K* free of charge.

December 2005 Ms K* contacted Customer Care Department about exchanging a Visco Ankle Skin with Figure 8 Wrap. She wanted a larger size.
When the product was returned, it had obviously been worn, and no credit could be given.
We sent her a size Large Visco Ankle. We also stretched the old product, and returned it to her.
From the one email she sent, (December 28, 2005), it seems she was trying to wear it over a stocking. BioSkin products are manufactured as a compressive product to be worn next to the skin. It certainly would seem too small, if not worn properly.
BioSkin products provide superior compression. They are sold as a compressive brace. They do relax 8-10% after being worn. This was explained to Ms K*.

January 17, 2006 Ms K* informs Customer Care that the brace is very uncomfortable.

November 12, 2007 Ms K* wants to return a product that is two years old and replace it with a new Knee Brace. She is informed that this is not possible, but that she can purchase a Knee Brace from our website. She contacts the BBB.

Our products continue to evolve and change. We cannot (according to our published policies) take old or discontinued products back into stock.

I have attached a copy of our Terms and Conditions that accompany every product we ship.

I believe that we have done our best to assist Ms K* with her problems. I am not sure there is anything we could do to satisfy her. We sent her numerous products, and I don't see where we ever charged her anything. It is hard to issue a refund when there was no purchase. I believe it is unreasonable to continue to send her free products that she can't or won't use.

Our VP Sales, has indicated he is going to call her and explain the situation personally."

This was the final conclusion we posted with the BBB:
Conclusion Case #22138082:

Our VP Sales, has had two different telephone conversations with Ms K*.
He listened attentively to her concerns.
She can be assured that W* has been notified of the filing.
We are unable to refund the original product because it was purchased from a third party.
We have not succeeded in finding a suitable replacement, so we can no longer offer an exchange.
We are very sorry that we could not help Ms. K*.
On behalf of W*, T*, and myself, we wish her the very best and hope she accepts our sincere apologies.