Hi Chris,
We're very sorry to hear you feel this way but do appreciate you taking the time to provide this feedback.
We are an Australian based company and we do invest heavily in our R&D to bring products and accessories onto the market that are not available elsewhere. We also invest in having an Australian based customer service team who are available to help with your needs.
We do hope you are finding our products helpful with your pain management.
“Good afternoon,
Just wanted to alert you to a quality issue with your pads. I ordered some replacement small pads some weeks ago. Treated them exactly in the same way as always. After two days the adhesive dissolved into a liquid mess. No exposure to chemicals or excessive heat.
Disappointing and I am reluctant to spend more money on pads (which I need).”
We are very sorry to hear this and it is highly unusual.
Our customer service team will be in touch to help resolve the issue.
Posted 4 months ago
We have tried to assist you with your issue.
You have stated your profession in the signature of one of your emails that indicates you are a scientist, however when we politely requested an image to show that the gel pads have "dissolved into a liquid mess" so we could send evidence to our manufacturer you were not able to do this as you then stated that "it looks normal".
You then berated our customer service contact for simply asking this of you, calling this person recalcitrant and argumentative.
We will always replace pads if they are not performing as they would be expected to. We do not think it is unreasonable to request evidence in the form of a photograph if a claim of a major physical fault has been made, such as the one you have made above.
“I bought some products under the Black Friday specials that painpod has been advertising as specials then 2 days after delivery all prices dropped so not very happy with your company”
Hi Chris,
We believe leaving a one star review is an unfortunate way to communicate with us, as we can see you have been a customer for quite some time and an email or phone call would have been sufficient.
You have stated that we were advertising specials prior to the sale, which is correct, as we did this to let customers know that the sale was coming up and so we would avoid situations where people were unaware our prices would be dropping.
We were quite clear in our communication that the prices online would be dropped for the Black Friday sale on Black Friday itself and that if anyone wanted early access that they could contact our office by phone or in person.
Please see an outline of our communications below:
- FB & Instagram Social Media Posts on 17th November stated the "annual Black Friday Mega Sale is back from next Friday 24th November! The sale runs from midnight Thursday 23rd November until midnight Monday 27th November. Come into our Ashmore shop or call 1300 911 442 for early access!"
- Email Newsletter 17th November
Subject included "BFCM Sale Early Access Info"
Preview text stated "Our BFCM Mega Sale is on next weekend but when you call our office or come into our Ashmore Shop you can access the discounted prices early"
Body of email, first block stated "Our BFCM Mega Sale is on next weekend but when you call our office or come into our Ashmore Shop you can access the discounted prices early"
- Website BFCM page linked to newsletter had a large banner at the top that said "Online sale from Friday 24th-Monday 27th November for early access come into our Ashmore Shop or call 1300 911 442 during office hours.
We can see from our newsletter analytics that you had received the information above in the email newsletter at 10:53am on November 17th and that you had opened the newsletter at 3:46pm that same day. Your order wasn’t placed until November 21st.
Our analytics also shows us that you received a follow up email that showed the countdown timer for the sale to start and had opened it a number of times, as well as more emails that followed and promoted the sale.
We feel that we had been very open and transparent with information on the sale and had you reached out to us when you realised you had misunderstood the sale period this could have been resolved in a much better way.
As you have been a valued customer, we had asked via email if you would like to revise your review of our company and that we would be happy to provide additional customer service and review your order under the circumstances of the sale. Unfortunately we did not receive a response so felt we needed to make this reply public so that all facts are available for anyone reading the review.
Unwarranted low rated reviews can hurt small businesses quite significantly and the main goal with our business is to ultimately help people.
“Rude person. Needed manager to make a decision on a replacement t lid for gel. Scabby after al I e spent. Quality of pads are pretty useless and the bottle lid.”
To be clear about the facts here:
- You called our office, was very abrasive with our staff member, stated you had broken the lid of the Gel, demanded that a new lid be sent to you immediately then hung up on the staff member.
- Our customer service staff member had sent you a replacement lid for the one you broke within half an hour of your phone call and had communicated this to you at the time via a message on your husbands voicemail, which was the only record of contact we had to communicate with you.
- The product you are complaining about hasn't had any complaints made about the lid previously that would make us believe it is of poor quality, or subject to breaking easily. The Conductor Gel lid currently has a 0.0005% failure rate which is far better than industry standard.
As you believe our company and/or products are "scabby", even though our customer service team member has gone above and beyond to assist you with your issue, we would happily receive a return of the products you have purchased for a refund. If you would like to go ahead, please contact us via email to info@painpodau.com within 7 working days. As you were rude and abrasive to our staff we will not be taking further phone calls from you and would prefer to keep a record of written communication.
Hi Stella, perhaps this should be a review for Australia Post. I have checked the tracking details that I sent to you on the 10th of January when we packaged up your order and sent it out and Australia Post have estimated the delivery of your order to be between Friday the 20th and Wednesday the 25th of January. If you have not received your order by close of business Wednesday please let me know and I will escalate this with Australia Post.
Hi Hans,
We appreciate you taking the time to leave a review however it appears this may have been meant for Australia Post? I can see in your ordering that you had selected the no tracking option for your shipping. I can also see that we had sent you a follow-up email reinforcing the fact that items were not able to be tracked and offered you an option to change this to tracked shipping which you declined.
As your order was only dispatched eight days ago I believe it is still on its way to you. If you are wanting a shipment sent faster in the future we would recommend the Express Post option. Even the tracked option will allow us to establish if it has been delayed or lost.
We do hope it arrives sooner than later.
Kind regards
The PainPod Team
“Hi purchased the pain pod about a month ago.
I have been using it regularly as recommended. I have been dissatisfied with the product especially due to its price and claims made around performance.
I will try for a couple more weeks however may unfortunatly need to return and get my money back.
Thanks
Aaron”
Hi Aaron, thank you for taking the time out to give us a review. I do hope since we have spoken that the PainPod is starting to help with your neck pain.
Hi Annette, thank you for taking the time to provide feedback. Following on from our emails about this, we are waiting for your PainPod to arrive and will have a better understanding of what has occurred once it has been received. Generally, if the display is like this, it is because some form of impact trauma has occurred and the internal glass screen has cracked. We will be able to tell when we can examine your PainPod to diagnose the problem. I look forward to getting to the bottom of this as soon as possible and will keep you updated.
Hi Eric,
I'm sorry this is taking so long and wish it was something we had control over. Looking at your tracking I would say that the recent outbreak may have some baring over the speed in which the parcel is travelling, however we wouldn't expect it to take as long as it states, so one of our team is currently on on hold with Australia Post to find out more.
Although Australia Post do not guarantee Express Post anymore, we will refund postage costs if the parcel doesn't arrive within the expected time frame if you would prefer to select this option on your next order.
I'm also sorry that you felt you needed to give us a negative review instead of contacting us directly. Our team member who is following up with Australia Post will be in touch as they have more information.
I do hope you enjoy the product once it arrives.
Hello Rob, thank you for your feedback. You selected the light shipping option which was confirmed by one of our customer care administrators prior to your order being dispatched. At the time you were made aware of the risk of selecting the cheaper shipping option. Light shipping is not tracked so unfortunately we can't pinpoint where it is.
“I, ve tried 3 times to write this. Great customer service but I, m disappointed in the pain pod belt. Thin scratchy velcro straps, very fiddly to put on with winter clothing and not user friendly. Bit cheap looking, like an Asian website product.”
