Business Profile
Medical Equipment
DSM Supply, LLC.This business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered Biofreeze from this company months ago and I never received it. I called twice to find out where it was and they said they would call me back with tracking information. No one has called me back and the second time I called I asked for a refund. The employee stated, " I said we would call you back with tracking information and rudely said do you want a call back or not". I said no I would like a refund and she hung up on me., So I have no Biofreeze and no refund.Initial Complaint
02/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We reached out to the supplier on Jan 22nd, 2024, to order their EMS machine advertised in their catalog. We purchased the item for over $586 and were informed we would receive the machine within 7-10 business days. The item was never received. We contacted the company again on February 5th, 2024, and were told we would have to speak with a ******* who was unavailable at the time, but she would give us a call. We never received the call. We called again on Feb 6th, 2024, and ******* stated she had no idea of the incident, she advised she would track the order and call us back. We never received a call back. We called again Feb 8th and ******* still had no new updates for us. We called again on Feb 9th and ******* stated our EMS machine was on back order and she would have it to us within 2 business days. She stated she would call us on Feb 12th with tracking info. We never received a call. We called again on Wednesday Feb 14th and requested a refund. ******* became rude and advised we would have to speak with the Manager *** who would not be available for another 2-3 hours. We called again after 4 hours requesting ***, we were told by ******* that he was still unavailable. We received a phone call from a ***** informing us he was the manager and that he would issue our Office the refund. ***** stated he could not provide us with any confirmation or receipt of this refund. We informed ***** we were unhappy with the service. ***** proceeded to hang up on our Office then called back to harass the Office Manager making very rude comments and hung up again.Initial Complaint
09/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a CANDO DIGI-***************** HAND EXERCISERS - MEDIUM - YELLOW, X-LIGHT on August 2 and still have not received it. The money was taken from my account but I have yet to receive an email or any other information about my order. *** tried contacted this company multiple times to try and get information and they have not responded. It is difficult for me to get ahold of them because I currently live on **** and there is a 9 hour time difference, but Ive sent multiple emails and havent received a response. *** tried being patient but they took the money and despite my many attempts to contact them they still havent reached out to me to try and resolve the issue. The Order #**** and a link to the app shop for tracking is all Ive received from them. *** tried tracking the order and all it says is that my order was placed for the past month.Customer response
09/15/2023
I have been contacted and we are canceling the order.Initial Complaint
08/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The "owner" *********************** of DSM Supply decided to go onto ****** to leave a 1 star review on our business page because he was upset and disgruntled that I called him out on his horrible customer service. No one in our office was ever rude to him. He cussed at our then office manager over the phone. She hangs up for him to just call again and try and cuss her out some more! We had asked more than once for us to be taken off of any mailing lists, yet we still kept receiving stuff. Then when I asked again to be taken off he left our business page the bad review.Initial Complaint
04/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Our office - ****** ************ ****, PA ordered supplies from DSM Supply, which were never delivered. They took payment from our office and have not refunded us back for the unreceived order. I have contacted them multiple times and have been told a check would be mailed out, which never happens.Customer response
04/26/2023
I have attached the original invoice and receipt.Initial Complaint
11/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
We are a phycial therapy clinic, and ordered Bio-Freeze in July of 2021. We never received the product, and began reaching out to this company in the fall of 2021 to find out if they were sending it, or to get a refund. As of today, November 2022, after many months, and many phone calls, we still have not received neither product nor refund. Those who answer the phone provide excuses, or promise to have someone return a call, and today were extremely rude. No one has called back, no product has arrived, and no refund had been received. We would like to receive the product, and if not that, a refund of the amount that was paid.Business response
03/09/2023
Business Response /* (1000, 5, 2022/12/01) */ The customer has been refunded for the order. Consumer Response /* (3000, 7, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide proof of refund, we have not received anything. No check, or any amount refunded to the card used for the order.Initial Complaint
08/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 5/31/2022 I purchased some electrodes on a trial offer that came on a post card from Liberty Made Health Supplies over the phone. On 8/24/2022 a charge for $72.90 from DSM Supply appeared on my AMEX without my knowledge or permission. After some research the electrodes I ordered on 5/31/2022 are labeled from DSM Supply. I contacted DSM Supply on 8/25/2022 and they were able to pull my company up by my phone number. I asked for them to refund the $72.90 charge that I did not make and their customer service rep response was "I don't take orders from anyone" and hung up on me. So I called back and got her on the phone again and all I could get out of her was that she would have accounting look into it and get back with me. I NEVER authorized them to store my credit card information. This appears to be some kind of office supply fraud scheme. I've already alerted AMEX fraud department about both companies. Since all this happened over the phone it is wire fraud and I'm reporting this same information to the *********************************************************Business response
10/26/2022
Business Response /* (1000, 5, 2022/08/26) */ Please contact our office directly.Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased 12 cases of medical table paper online on 2/11/22. We were contacted after we placed our order that it was going to be an additional $80 shipping fee. I didn't understand why this wasn't charged when I placed the order on their online purchasing system. But they stated they would not mail out our order unless we paid the $80. We needed the table paper to provide our patients a safe and clean environment during their visit to our center. So we paid with credit card over the phone the additional $80 on 2/14/22, making it a grand total of $499.40. We waited and waited and hadn't received the order by the end of Feb. So I would call about every 4 days or so. Each time I called, I would speak to Jessica. She was mean, unhelpful and would act like I was in the wrong for asking when it would be shipped out. I have called numerous times and spoke to Jessica each time and she has horrendous customer service. She only stated that they have not shipped it out yet. No other explanation was given. I asked to talk to her manager or someone in Accounting to get a refund and each time she would state that she is the manager and Accounting is not available. I have emailed them and even tried to instant message chat with the company to get some answers or a get a refund but to no avail. I have never received worse service....this whole experience has been a nightmare and I don't want anyone else to have to suffer with them. We are a medical facility and this prevented us from having our supplies delivered to us in a timely manner. The owner of the business should know that their employees are destroying their reputation and we will never be doing business with them again.Business response
05/02/2022
Business Response /* (1000, 5, 2022/03/31) */ The refund has been made. Due to supply chain issues the table paper is not available.
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Contact Information
Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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