Shop Home Med

We sincerely apologize for the frustration and urgency surrounding this order, especially given your upcoming CNA classroom inspection. We completely understand how important it is to have the beds fully operational and ready on time. After receiving your photos and video, our team immediately escalated the matter to the manufacturer’s parts department for review. Because these are medical beds and safety-related components, replacement parts must be verified and approved correctly to ensure patient and user safety. Unfortunately, this process is handled directly through the manufacturer and is not something our representatives can bypass or independently authorize. We understand that the estimated timeline provided was disappointing, and we apologize if our communication came across as lacking urgency or concern — that was never our intention. Our team has been actively working to push for the fastest possible resolution while following the manufacturer’s required procedures. At Shop Home Med, we care deeply about our customers and take situations like this seriously. While delays involving manufacturer parts can occasionally happen, we remain committed to advocating on your behalf and helping reach a resolution as quickly as possible.

We sincerely apologize for the experience you had and understand your frustration regarding the delivery and installation process. This is not the level of service we aim to provide. The White Glove Delivery Plus service includes delivery coordination, in-home placement, assembly, and setup through a third-party installation network. In this case, there were clearly communication and scheduling breakdowns between the freight carrier and installation partner, which unfortunately resulted in delays and inconvenience for you. We understand how frustrating it must have been to personally coordinate portions of the process while also dealing with early freight delivery. Regarding the FedEx shipment, the manufacturer shipped the components ahead of the installation appointment window, and while this is sometimes done to help avoid further scheduling delays, we understand this created an added burden for you and your building staff. The partial refund issued was intended as a goodwill gesture for the delays and inconvenience experienced, not as a reflection of the value of your concerns. We truly regret that it came across otherwise. We take feedback like this seriously and are actively reviewing this experience internally with both the delivery and installation teams to improve communication and coordination moving forward. We appreciate you bringing this to our attention and apologize again for the inconvenience caused.

Hi, we’re sorry for the delay and understand how important this is. We are currently looking into your order and will be reaching out to you via email shortly with an update.

Hi, we’re sorry to hear about your experience and appreciate you bringing this to our attention. This is not the level of quality we expect. We are currently looking into this with the manufacturer and will follow up accordingly. Thank you for your feedback.

I’m very sorry for the confusion and inconvenience with your delivery—that’s definitely not the experience we want you to have. We’ve already reached out to the manufacturer to find out exactly what happened with the shipment and where the rest of your order is. Please know that we’re actively on top of this and working to get you clear answers as quickly as possible. We truly apologize for the mix-up and appreciate your patience while we get this resolved.

I sincerely apologize for the delay and the lack of clear communication regarding your order. We understand how important this item was, especially given the circumstances, and we’re very sorry for the added stress this caused. I do see that your order has now been delivered, but please know that we are actively looking into what caused the delay and breakdown in updates to ensure this does not happen again. Thank you for your patience, and again, we truly apologize for the experience.

We’re very sorry to hear about your experience and understand how frustrating this situation has been, especially given how important this equipment is for your husband. Based on our records, the order included a third-party white glove service, and we are actively reviewing what occurred during the delivery to ensure the service performed aligns with what was arranged. We also see that our support team has been working through troubleshooting steps to identify the issue with the bed and coordinate next steps. We understand how important it is to get this resolved quickly. Your case has been escalated, and a member of our team will be reaching out directly to you to continue working toward a resolution as soon as possible. We appreciate your patience and the opportunity to assist further.

We sincerely apologize for the frustration and the experience you had getting this resolved — you’re absolutely right that it should have been handled much faster and with far less back-and-forth. We’re glad to see the correct item has now been delivered, but we understand that doesn’t take away from the inconvenience caused. We’re addressing this internally to ensure situations like this are handled quickly and efficiently moving forward. If there’s anything further we can do for you, please don’t hesitate to reach out — we’re here to help.

I'm very sorry to hear you're experiencing issues with the bed. This definitely isn’t the experience we want you to have. From your description, it sounds like there may be a mismatch in parts or a possible assembly issue. Please email our support team at [email protected] with your order number and a few photos of the bed, motors, and drive rods you received. Our team will review everything and make sure the correct parts or solution are provided right away. We look forward to getting this sorted out for you. Best,