MyOTCstore.com Complaint - Deceptive website, unhelpful company
EAST ELMHURST, NEW YORK -- Recently we had an experience with this company where we were looking for a very specific type of mouthwash which had been recommended by a dental provider. There was a newer type of mouthwash by the same company which we had been advised NOT to get. My wife searched online and mostly only found the kind we did NOT want. She then found the type we DID want from myotcstore.com. Both the picture and the description matched what we wanted. However, we were nervous that perhaps they might send us the wrong kind and so she attached two notes to the order (one through Paypal and one on the company website) stating explicitly that she did NOT want the mouthwash if it were the newer type. Myotcstore.com promptly sent us the mouthwash we did not want. Both my wife and I spoke with customer support people a number of times. Among other things, we were told that: 1. They had sent us the correct product because the barcode of the product we received matched what they meant to ship us (what was listed on our receipt). 2. We couldn't expect them to read the notes attached to orders. 3. The pictures and description on their web pages were not meant to actually show what you would be getting but to give you a general idea of what you would receive. It wasn't their fault if the manufacturer replaced one product with another. They said we could return the product but we would not be reimbursed for their or our shipping costs. When my wife and I asked to speak to a supervisor each of us was told (on 2 separate occasions) that he wasn't at his desk right now. We were given an email address to send our complaint to but emails to this address received no response. At the request of one customer service person, I sent the incorrect picture (what we ordered but did NOT receive -- which was STILL up on their website) to this email address and heard ... nothing. I am appalled that this company thinks that they have no obligation to send the same product that a customer has ordered. Our total (before shipping) was $20.01 and we paid $9.25 shipping. They offered to let us keep the product (which we will give away) and give us "four or five dollars" credited to our Paypal.