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Shawn C.

Contributor Level

Total Points
81

1 Review by Shawn

  • Better Braces

3/9/18

After having Patella Femural replacement surgery, I was in need of a replacement knee brace. My previous brace from a different manufacturer had finally given way after 3 years of off/on use. I searched out and found the Donjoy Bionic Full Stop brace, I placed my order and had it overnighted. I wore my brace on the Wednesday I received it and on the same Friday afternoon that week it had broken. I immediately called customer service and was connected to Ann, I explained what had happened and the details. The response I got next just about floored me... Ann explained to me that she would create a service ticket and it would take 7-10 business days for a replacement. I explained the medical necessity for the brace and was once again told 7-10 business days. I then asked the simple question of this, if I went online and purchased another brace and paid for overnight shipping, I could have it here by Monday? (She responded with a yes answer) But, because Ive already purchased one and had it for 2 days and it broke, now I have to wait 7-10 days to get a new one? (Again she responded with a Yes, followed with thats the policy). I went ahead and sent the requested pictures of the damage and hung up with her. A little taken back by the service I had just received, I went on the search to find someone above her to help me with this. I scoured the internet looking for phone numbers, EVERY single number kept leading straight back to her department. Every single person I talked to was exactly the same unhelpful person that Ann was. I went as far as trying to reach out to the local rep here and the area manager as well and couldnt get either one of them on the phone. After waiting 3 weeks to the day, I finally received a replacement. I would have posted a review much sooner, but had fear of retaliation and not receiving a replacement. Word to the wise... run, dont walk to any other manufacturer that you can find.

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