orthomed.ca Reviews 2

I purchased a COMPEX FIT 5.0 and the Quads Electrode Pack as a bundle on January 27th, paying in full upfront. They shipped the main unit immediately but kept the electrodes on backorder. I waited over a month (34 days) with absolutely zero proactive communication from OrthoMed regarding the delay. When I finally reached out to ask for an ETA, they had no answers. I eventually had to use their live chat to forcefully demand a cancellation and a refund for the unfulfilled item.

Because they failed to deliver the complete system, my intended bundle was broken, meaning I missed out on better deals from other suppliers. While they did eventually process the refund for the unshipped item after I pressured them, the lack of transparency, poor inventory management, and failure to communicate makes this a company I cannot recommend.

I HAVE PURCHASED WITH THIS COMPANY IN THE PAST. AND ALWAYS QUICK COURTEOUS AND SPEEDY SERVICE. NO HICCUPS.
But
OrthoMed Canada Ltd has declined in service standards from my previous experience a few years ago

Trusted them so much. Paid by e transfer over the phone placed an order. Was told it would ship that day or the next. And was confirmed. Item on website showing 1-2 weeks on order. Was actually in stock.

Paid almost $300….
That was Friday. Come Friday night. Label created. Come Sunday. No movement. Monday. Nothing. Messages are always a different person and no one addresses the issues.

Tuesday tried calling. No one answers. Was finally able to reach someone that said “oh it was on hold cuz your other item is on order” how the hell did we go from it will ship Friday or Monday at the latest. To being not even in stock and now my in stock item is on hold to wait for another item that was falsely assured was in stock. Finally get a reply that gives me a completely different tracking. So much grief could have been avoided. If they communicated their delays or intentions and given me the revised tracking info.

From a customer perspective we only have the info you give us. Issuing a tracking number on Friday which is not the label you used on Tuesday to ship out. Leads to aggravation that could have been avoided.

Also. Apparently phone orders. Don’t get added to your account. So you can’t even see your past purchases. And there’s no “receipt of payment” when paying e transfer. Just the invoice. Which shows the payment method was “e transfer” it’s hard to show to some insurances that it was “paid” and not just INVOICE SENT to buyer. Whole experience super frustrating

While I was at it with this issue I found a site much cheaper. $40-60 cheaper on the same items I ordered. May use them in future

And if this wasn’t enough of a negative experience. Someone from head office was accusing me of slander for the exact post 👆 I spoke the truth. What I experienced. How I felt. All they had to do was apologize. But instead the lady that called me got more and more aggressive and upset and accusing me of trying to make them look bad. If I wanted to make you look bad I wouldn’t have even shopped the second time. I’ve been your customer years ago. You were my first thought when I needed ankle brace this time around. So why would I make it up. I have emails to prove. I asked 3 questions and one gets answered. I replied asking for answers to the remaining 2 questions and it goes unanswered. I reached out again asking same two remaining questions and get one of 2 answered. The most important was. when will I get it.

Autumn’s helpfulness today would have changed the review and comment I made on Facebook. If. This other lady from head office didn’t call me to accuse me of the poor experience that I experienced on a simple order. You could have just said sorry. And ask if I’d been helped. And if I’d be willing to remove it. I would have! Customer service that calls a customer to accuse and upset them. I don’t think that’s good customer service. Regardless of the customer is right or not. And in this case. My frustration is valid. I can prove my emails back and forth where the agents replying never answered the email fully. You’re upset I replied asking again. And getting no actual information. And asking again. If I don’t ask. How can I get the info? Why would a customer not be allowed to ask when they can expect their order. When it’s Thursday and the order was promised to ship Friday or Monday and it doesn’t get shipped until Wednesday and there was no information provided to assure the customer of the status of the order. The tracking number given on Friday wasn’t even the same tracking as the one for Wednesday. So if a customers upset tracking hasn’t updated. Yeah. It didn’t update because they used a new ship label and no one provided the new number for customer to track. Please re look at your responses and how this is perceived by a customer who’s in the dark before accusing them of slander. Nothing slanderous if it’s facts.