Ernestine V.’s Reviews of The Alzheimer's Store & more

Ernestine's Profile

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Seniors Other

9/27/17

True that they do have good products to offer but their customer service is utterly appalling. I ordered 3 products from this store (which they have charged my account almost as fast as I can type this review) and have yet to see any of the products I have ordered. I tried calling their customer service line but to no avail- the answering machine instructed me to leave a message for which they said will be answered within 24 hours. LIE! I emailed the store twice and have not gotten a reply. I was lucky enough to catch someone on the chat section of their website and finally got some type of communication with them. I ordered 3 products on Aug 15,2017 and have yet to receive them. When I inquired, the account manager said that one of my order was not available and so they did not send the rest. When I told them I will wait for the product to become available and in the mean time have the rest of my order sent they said they can't do it that way. WHY?!? No explanation (or apologies, mind you) was given. They said to get the rest of my order I will have to cancel the item that was not available. Long story short, they did not even try to contact me AT ALL and let me know what was going on with my order - I finally had to inquire about it after waiting for well over a month! I WILL NEVER EVER SHOP AT THIS STORE AGAIN! CUSTOMER SERVICE NEEDS A SERIOUS OVERHAUL!

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Thank you

Bruce B. – The Alzheimer's Store Rep Over a year old

Thank you for your review and bringing this problem to my attention. Since your review we now have a represenative call on customers who ordered products that are backordered to give them the opportunity to receive the order immediately with the items in stock and wait or cancel the back ordered item. In general the customer should not be able to order an item that we do not have in stock and there is a note on the item that says "e mail me when back in stock". With over several hundred items specifically for Alzheimer's, dementia and memory loss we do find that the computer sometimes does not have this notice automatically available. We need to do better. As for your complaint about customer service for the phone, there are times I find it lacking too so we put in live chat as well as e mail at Contact@alzstore.com. We also have a catagory now call Ask the Expert which comes directly to me the owner of the web site. There are several products that I ask people to call me before ordering so I can discuss their needs Finally, I do answer my phone and return all messages at my personal cell which is 646-872-2690. If someone has a problem we want to do our best to handle it.