Complaint Review: WoundWear Inc

All information and quotation is based on facts digitized and saved as proof on 03/03/2015 or before, lest the company changes their policies in the future to make inaccurate counterclaims.  No opinion is intended to be rendered, implied, or shared.  You are more than encouraged to please purchase this device if you feel it is appropriate in your specific case after appropriate medical consultation with the correct (veterinary) licensed medical practitioner.

Please note: The problem is with the owner/seller, not the distribution company. The address that WoundWear lists belongs to the distribution company, not the actual owner/ seller of the brace.

My situation is an exact experience of the previous reveiwer.

Knee brace purchased, knee brace did not fit, no exchanges possible, no refunds possible, out hundreds of dollars as a result with a non-working product, very low quality product.

No 30 trial period to see if device is of quality and useful. If owner/ seller had confidence in his product, a return policy and trial period would be provided.

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J.F.S/ Owner of WoundWear, Inc, a human medical practitioner with admittedly no verifiable advanced medical education or training in veterinary medicine (as defined by professional education, licensing, and examination) boldly makes a wearable device for a canine medical problem.

Problem #1:  No actual expertise or specialization in veterinary medicine is shown by the designer as certified by appropriate veterinary education and training.  Imagine a board certified veterinary orthopedic specialist (despite 12 years of medical education/internship/residency) selling you a human knee brace.

Problem #2:  Due to the nature of the online purchase, the device is not allowed to be tried on by the animal prior to purchase. A medical device that cannot be fitted should not be sold online without a return policy/ trial period.

Problem #3:  Once this knee (stifle) brace is purchased, returns and refunds are made impossible under all *normal trade circumstances.  This means, you can't return it for a refund if it doesn't fit after not being allowed to try it before buying it.

Problem #4:  The knee brace purchased indeed did not fit this patient/ animal. After lengthy & hostile consult by seller & employee, I was advised to alter the brace, thus voiding my exchange chances. Then when I pointed out the voiding of the exchange policy, owner began to get frustrated and hostile.

Problem #5:  A requested appropriate alternative is not available according to the company.  But their own guarantee claims: “Exchanges are available for sizing issues or for defects in materials and workmanship.”

*Normally, a company allows a return at this point given problems #2, #4, and #5.  Imagine any credible company being this predatory, hostile and not following a "the customer is always right" sales idea.

Their guarantee policy further says: “The customer must make a good faith effort to implement the fitting procedures provided by technical support prior to returning the garment/s for exchange.”  Laughable.  

Problem #6:  After showing photos to the company, he argued with me to just "Keep trying to fit it properly" and that I should "get x rays" to properly fit the brace. He mentioned that my dog "could have cancer" for all I know and that could be the actual problem, not an ACL issue. He actually suggested that my veterinarian made a bad diagnosis of the ACL rupture and that a "broken bone" or "cancer" may be the actual cause. (My initial conversation with the owner before buying this brace was filled with kindness and salemanship). He SOLD this low quality good and then was nothing but rude and hostile when I called back to get assitance on fitting after the purchase had been made. He also gave me a sob story about why I never received a return call or email from his company since my photo filled email request for assistance (his assistant was injured outside of work), continued to tell me maybe it was my fault no one got back to me, that I may not have emailed them correctly. Ridculous customer service.

Problem #7:  Customization techniques suggested have no verifiable veterinary medical evidence they will work for the patient and most importantly will not harm the patient as a result of post-manufacture and post-purchase modifications.

Problem #8:  Ironically, their "guarantee" says: “Any alterations to the garment/s made by the purchaser shall be at the purchaser’s risk, shall void any guarantee and is not exchangeable. “  See problem #4 & #5.  Company actually advised me to modify the end-product despite it not fitting and having no viable exchange option.  Thus, they push the customer to make a return even more impossible by forcing them to modify the product in the face of this action eventually negating a return.  Further proof of their predatory policy and tactics post-purchase.

As a result: product purchased, product doesn’t fit nor work, no exchange is possible, no return is possible, company modification techniques made at the request of the company may result in medical harm to animal/ patient and impossibility of a sales return, rendering the purchased device useless and the hundreds of dollars spent on the device utterly wasted as a result of a defective product and predatory sales tactics.

Shamefull.