March 2022 by Carole J K.
Recently, I purchased a pretty bamboo bed table from a retail medical supply store in the LA area. After two months, without the table ever having been used - it had been purchased in anticipation of a long-post-op recuperation period after a surgery I was to undergo which was cancelled three times due to the Covid worldwide pandemic surge. I went to stash the table away with my other home rehab equipment for future use, only to discover that the tabletop wood had cracked in a way which was an annoying but understandable manufacturing defect, made as it is from wood. Receipt in hand, I contacted the store, expecting that, under the reasonable circumstances described (stored in good condition once here, never ever used, not even once), that they would easily make good on simply exchanging it for another one. Unfortunately, the store obstinately refused. That table was NOT inexpensive, either. After much ado, I managed to obtain Essential Medical Supply's contact information and here's where things were EVERYTHING one could expect in my experience for my criteria in fine customer service. I was easily able to reach a rep. She IMMEDIATELY and with absolutely NO fuss expressed concern; we agreed together that these things can happen; and she didn't hesitate for ONE MOMENT to offer to replace my tray immediately, at no cost (including shipping), from them, directly. Naturally, (and understandably), I was asked to furnish documentation pix of my receipt and a photo of the defective product. No biggie, that! The friendly rep didn't even oblige me to hassle with packing the defective unit up and returning it to them. Instead, she recognized my request as fair and reasonable and immediately offered to make good on it. THAT'S what I call great service. I got text updates as to the unit's shipping process.The rep properly instructed the warehouse to inspect the unit before shipping. I got my lovely new table in RECORD time- truly remarkable, considering pandemic-related supply chain shortages & shipping issues which so continue unfortunately to be a norm in many cases at the moment. Rep told me they have a Las Vegas warehouse as well as their base in Orlando, Florida. Since I am writing from a west coast locale, I decided to reward such excellent customer service experience with this write-up of my particular experience. Rep said they offer online orders of their other merchandise so..just passing my positive experience with this company along, for what it's worth, during these challenging times.
