Complaint Review: DSM Supply - Dallas Texas

We are a small PT clinic in upstate NY and had ordered e-stim pads from this company a total of 3 times.  The first time was fine.  The second time 1/2 the order was on backorder, but ultimately they made good on it and did send us the rest of the order.  The third and final time, has been a nightmare.

We placed an order for e-stim pads in July 2016 over the phone with a credit card, and were told the order would arrive in about 2 weeks.  It never came, so we called in August and were told it was in the mail and should be there soon.  Long story short, over the next few months we called multiple times and were told a variety of excuses including: "It's being shipped", "it should be there soon", "it's in the mail".  Then it was, "Oh they're on back order, and should be coming in within the week."  And another time it was, "Well, the computer didn't process your order, so we had to reorder it and it's corrected now, and they should be there soon."  Meanwhile they processed our payment without issue.

When asked for a refund, they said they would issue a paper check and it would be arriving in the mail.  We never recieved it.  Recently I began calling again, and insisted on a full refund back to the credit card with which the order was paid.  The woman I spoke with, Jessica, stated they couldn't do that, but they would issue a check, (since that worked so well the last time).  I stated, "No, you need to refund in the manner you were paid.  Bottom line, you were paid for electrodes, which we never recieved.  You have stolen from us and need to pay us back."  She hung up on me.  I called back, was put on hold, and hung up on.  I then contacted them from a different phone line, and once she realized it was me again, she hung up on me again.  They are no longer taking my calls.

This is supposed to be a business, not high school!  You don't hang up with people when you are a business!!  So since they refused to send us our electrodes, refused to refund us our money, refused to communicate in any way; I have now filed formal complaints with the Texas Attorney General (since the company is based in TX), the FTC (Federal Trade Commission), the BBB (Better Business Bureau), and our credit card company is going to file a dispute to get our payment back.  I would STRONGLY suggest anyone who has had an issue with this company to file a formal complaint against them.  They should be held accountable.  And ultimately, stealing is illegal!  

This is the contact information for anyone wishing to file a complaint.

Texas Attorney General -Ken Paxton                                                                                                                 Consumer Protection Hotline: 800-621-0508                                                                                                       www.texasattorneygeneral.gov

Federal Trade Commission                                                                                                                              877-382-4357                                                                                                                                              www.ftc.gov

Better Business Bureau                                                                                                                                   www.bbb.org

Good Luck and Do NOT use this company!!