Great
Based on 475 reviews
HPMS Inc. dba The Therapy Connection4.4Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Since 1988, HPMS Inc. has been a respected provider for the therapeutic, rehabilitative, and medical care needs of medical professionals and patients. HPMS offers high-quality, brand-name equipment at deeply discounted prices.
HPMS Inc. dba The Therapy Connection (hpms.com) has 475 customer reviews on Folks Told, with an average rating of 4.4 out of 5.
Showing 45 reviews with 1 star · Clear filters
Bernard
We placed an order on June 7th, 2024 for a physical therapy accessary. On June 11th, 2024 we received an email message from HPMS Inc The Therapy Connection that the package was shipped out on June 11th that day. However, this medically item still has not been delivered... as of today June 23, 2024, 16 days from order date. Failed to ensure delivery in a timely manner.
Mark F.
My order was shipped to the wrong address due to a PayPal error so it was returned to sender which violates HPMS policy. There MUST be exceptions to every rule due to circumstances beyond our control. The order sat in Windham, NH. USPS (per tracking information) for 13 days as undeliverable to HPMS. My order was not delivered until I demanded HPMS contact the USPS as I cannot because I did not ship the package! HPMS notified me that the order was returned to them on May 23 via UPS? The USPS cannot deliver to HPMS? Good customer service would have done whatever was necessary to facilitate the return of the package no matter why the issue occurred. We all make mistakes but when we do we are obligated by normal human decency to help each other out. I feel HPMS could care less if my package was ultimately delivered or not. If I hade not demanded they find my order and act on it, it would still be sitting at USPS in Windham, NH.! I will not be ordering anything from HPMS again because I know if there is an issue with that order it will not be handled well.
John M.
My order number is 41964, placed 09/09/2023 at 02:50PM. The order was processed on 09/12 I paid for expedited shipment. Canada - Expedited - 3 - 5 Business Days The product cost $47.99 Shipping Cost: $40.72 Grand Total: $88.71 UPS showed up with the package 9/20 that is 7 business days which is outside the 2-5 days noted above. And then demanded $39.22 in brokerage fees which included the 5% Canadian sales tax This was never disclosed when I ordered. If the order was shipped via USPS it would have taken the 9 calendar days it took to get to me and I would not have any brokerage fees. I have refused to pay UPS this ridicules fee so they are returning my order to you. I would have called you but I can't find a phone number to call. I expect to get my payment refunded or I will make a claim to Visa to deal with this matter.
Joanne G.
HPMS refused to fill my order and said that I had a "High Fraud Score". I called my credit card company to make sure that I had not been hacked or scammed. They told me HPMS charged my card and then took it back. The credit card company also told me they never heard of a "fraud score". HPMS told me I could order it through Amazon or ebay because they don't do a "fraud score". I ordered it through Amazon but it was them actually shipped from HPMS. I have an excellent credit record and score and have never had any company I have ordered from do such a thing.
Reply from HPMS Inc. dba The Therapy ConnectionMay 27, 2023
We are very sorry to see this feedback. Unfortunately, this buyer's order came through with a very high fraud score. These are numerical values that indicate the risk level of particular transactions. Fraud scores platforms are widely used by most online businesses to help them identify which transactions are more likely to be fraudulent. They protect both the online company and the credit card holder in the event of a lost or stolen card! The higher the fraud score, the more likely the transaction is fraudulent. Go to https://www.fraud.com/post/fraud-score The credit card issuer authorized the transaction, but we never captured the funds due to the score. The order was canceled. The buyer knows this. We suggested she purchase the items from us on Amazon or eBay to assist. We sent the buyer the appropriate links to buy at the same low price with free shipping. That is precisely what the buyer did. This good faith suggestion cost us the transaction fee from Amazon but enabled us to service the buyer without the risk warning we had received. We deeply regret that this customer is still upset and that, despite the comprehensive explanation we provided, is still unclear on the process. We are disappointed that she has chosen to extract the retribution via this feedback platform that she threatened us with initially. We try our best but understand that it is impossible to make everyone happy.
Bea “Bibi” M.
After 5 phone calls & leaving messages & one email asking for shipping information. NO ONE returns my call & then I get an email days later that the item is out of stock. Customer Service training is needed & if an item is out of stock don't advertise it on your site
VF
I tried to buy one of their products 3 times. All 3 times they cancelled the order because they flagged my payment as "suspicious for fraud". I also asked for help but I didn't get any. In the end I bought the product from a different website.
Reply from HPMS Inc. dba The Therapy ConnectionMar 31, 2023
We are very sorry to see this review. Actually, the buyer placed 4 orders with 4 different emails and 4 different credit cards! Both our API and Paypal assigned a high-risk fraud score to each transaction attempted. We assisted the buyer by directing her to contact her credit card issuers or one of the three credit bureaus where the information is sourced in order to remedy her concern. These fraud alerts are designed to protect buyers and merchants alike. As small business we abide by them. Buyer purchased from us through Amazon where fraud scores are not run.
Hector H.
Package hasn’t come in and wasn't given tracking information
Linda
The ball needs a bump which I ordered. The bump needle broke off on first pump. Very dissatisfied. I want to return unused ball and useless pump. Send authorization for return. Linda Littell
