DearJane

Absolutely horrific customer service. Parcel is still in transit after 30+ days and they can't give any update on where it is or when it will be received. The "customer service" phone was answered by a very rude man who said "if it says its the… Read more

package is in NSW, its in NSW. I don't know what you expect me to do about your parcel being delayed, it will arrive when it gets there". I hung up after that was said because I was disgusted with the company. I get there are shipping delays, but don't need to be rude about it. Will never be ordering from them again and hope they actually read the reviews and make some changes to the customer service staffing ASAP

Where to start!! do not buy from this company. I ordered a product and it never arrived. They would not refund my money or the shipping costs. They said I had received the product which was false!. They do not take phone calls either. Disgusting customer service. They still owe me money from a product I never received.

I ordered their very colourful red crutches thinking they would be lighter than the normal aluminium crutches but they are heavy, bulky and the handle is a very strange shape not at all suitable for my arthritic hands. I emailed asking for details… Read more

on returning them for a refund and received a reply telling me to read the terms and conditions and that they will not give me a refund. These are medical aids and one size DOES NOT fit all. DO NOT BUY from this company unless you are 100% sure the item is suitable for your needs.

I made a mistake with a credit card purchase and finished up with 2 items ,I have politely request a return and refund. The treatment I have received is nothing more than “stuff you” we don,t care. Subsequent requests I received the same… Read more

treatment,I have even sent back the purchase,they have it unopened and as received but they still ignore my request.So I have reported to Fair Trading. For a Australian company to treat customers this way is reprehensible..STAY AWAY.

it was a fake item that was not as described. total denial by company as to their responsibility to do anything about the matter. they knew what they did was ripping me off but dont care

I ordered wedge covers but once they arrived realised they were too small for my wedge so tried to ask for a return address and refund but was told they wouldn't as listed as a hygiene product. Well I opened the parcel, realised the mistake and contacted them in the first hour after delivery so not even put on the wedge or touching any possible… Read more

contaminating surface and there were two so how could they possibly both be used in that time. Got nowhere so opened a claim with PayPal. Don't buy from them. Have since found I could have paid a lot less on eBay for a new wedge and cover. They are rude with their customer service.PayPal also refused to assist me in getting a refund so out of pocket a lot of money for something unusable which as a pensioner hurts.

Bad experience – I returned a pair of collapsible crutches in there own original packaging unused and they will not give me any money back.They are very hard to assemble and for me I need something much easier to put together I walk with crutches and have done for 28 years.It took over a week after they received them back again before they even told me they would… Read more

not give me money back and when I put a review up on there site it disappears.On an advertising site it state money back if return before 10 days.When I read these reviews I now know the way I have been treated is the same as so many other people they should not be allowed to get away with operating

If you love bad service – Pathetic group that continues to pass the buck when asked where your goods are. Stay away from a below-standard organisation. Update: Just received a notice for a tribunal hearing from courts lodged by this company against me for getting a refund from my bank. I still do not have the product in hand. The courier they used has never actually tried… Read more

to deliver what I paid for. Instead, they tried to get me to drive to them to collect. I had tried with Dear Jane to rectify it, but they refused to help and sent me back to the courier. Deliver the product in good condition and I would be happy to pay, but don't expect us to travel to get the product as we paid for delivery. This could have been sorted by Dear Jane on day 1.

Shonky rubbish & zero customer service – If you want a company who will reply to you, or deal with warranty issues, this is not the company for you! Once they have your money, they will not respond to any requests for assistance, or warranty claims. I bought a wheelchair from this company. Big Mistake!! The wheelchair feels flimsy and the back brace gives way every single time the… Read more

chair is used. I have bought this to the attention of the company and was told it's supposed to do that! Clearly, this is not true. It is meant to support the back of the person in the chair and when it suddenly gives way, the person in the chair suddenly falls back - luckily not too far back, but back nonetheless. The foot rests are different heights and as far as I can tell, there is no way to adjust them. I say "as far as I can tell" because repeated requests for information on this, is ignored. Overall, the chair does not feel stable, the back brace collapses without notice (the toggle which closes it does not stay shut) and the foot rests are different heights.

If I could give minus stars, I would.

Dangerous carer pager – Carer pager which is unreliable purchased from Dear Jane for my mum who is recovering from a stroke. The device worked for some weeks then occasionally didn't work at all. I changed batteries a couple of times and the rate of failure of the device just increased to the point it's useless. My mother is upset she feels unsafe. I have contacted Dear… Read more

Jane about it with their non caring reply being the onerous conditions of the warranty which includes my returning the device at my own expense for their assessment!! And it goes on putting all at risk not rushing a new device to me...wasting time and my $$ and risking my mothers safety

Steer clear of this company – Terrible customer service. Refuse to accept returns even when it’s for a reason in their return policy. Once they’ve got your money ….. they have no desire to communicate with you, $300 wasted. Ripping off an 88 year old woman …. Seriously should be ashamed of themselves. They don’t even deserve a 1 rating.

Dear Jane - ( also known as DJMED ) Outright thieves . Disgusting customer service – They don’t deserve any stars but I had to put in one star to submit review . Paid for over toilet raised seat , cost $140 odd . Received a cheap and nasty shower stool . Called them . Their attitude was rude and abrasive . They dismissed what I said and hung up !! Called them the next day and was once again subjected to extreme rudeness . I… Read more

emailed them ( as advised on first call ) (support@djmed.com.au ) with invoice and photo of wrong item . Was told that I will receive a tracking email when correct item is dispatched and I will NOT receive acknowledgement that they received my complaint email . They were extremely abusive and said that I will just have to wait and see if they received my email and I have no way of knowing if they will ultimately get around to processing my compliant - they would not discuss this matter any further with me and hung up again . Absolutely appalling attitude and service . Now I’m left with no other option but to purchase the correct item from somewhere else and $140 out of pocket . Outright thieves .

toilet raiser seat – not worth one star for service and contact after sale. An expensive item was delivered not even unpacked before we saw it was not what we needed refused return for a pathetic excuse . I would never purchase another thing from here or tell anyone else to. \After several follow up mails to them and their one letter of excuse no other contact was made to help us . Very poor indeed. extremely unhappy customer

Poor service. Poor warranty – Poor customer service. Product broken in 6 months - 12 month warranty. They want product sent back ($15) with a return satchel (another $15) to determine if it is wear and tear (used 2 times a week) where they may not fix it and I waste $30. It does not even turn on now. Go elsewhere with good service.

Be wary of this place, find another merchant – Be wary of this place, they will outright refuse to replace or return items even if not the right size or not fit for purpose. If you have been a victim, report to Fair Trading.

Pity I can't give zero stars – Purchased a vitals monitor for use overnight as I suffered a respiratory arrest so need to monitor my oxygen levels as I sleep. Monitor showed up and the user manual showed totally different pop up screens than what were on the monitor, so I was unable to set up my parameters/targets/alarms. Called DJ and got an extremely rude man, saying that he… Read more

was unable to help and that I had to send an email. What kind of company sells medical equipment and does not have a customer service number/support available?! Sent an email with my questions, received a response saying that i needed to provide videos/photos of my issues. Sent photos with explanations, waited 2 days and no response. Called again and got the same rude man who proceeded to tell me that I need to take it to my medical professional for them to set it up - how should you be able to add an item to your cart if it's not something that you should be able to set up yourself?! After a heated discussion, he hung up on me! And of course they do not offer refunds! Absolute joke of a company! Now I am stuck with a monitor I'm not even sure if I can use for it's intended purpose and they have $1000 of my money in their pocket. Do not recommend this company or their products!

Lovely looking product shame, it doesn’t work – Terrible phone service but I did receive my wheelchair clean and not damaged. The sad part is that the wheels barely turn and are smaller then expected . We have done maintenance on it and still don’t turn. Of course they don’t take returns . Not my favourite company.

One Star Is Too Many – Purchased a wheelchair for mother in Aged Care facility however it was unsuitable for her needs. Contacted DJ to return the unused chair with a view to purchasing a more suitable one & to pay the difference. Was abruptly & rudely told that DJ doesn’t do refunds & to send an email & they may respond which I did only to receive a “please review our… Read more

terms & conditions on returns” response. Now left with a brand new wheelchair of no use to me. Their sales & after sales service is non-existent & their communication is appalling. WARNING - do not use this company or do so at your own peril

Not Worth One Star – I asked my Home Card Provider to order 25 specific oxygen nasal canulas for my wife as i had purchased 10 of these directly about 6 mths prior and they were clear PaVC and very soft and comfortable to wear.Delivery of the 25 units took about 8 weeks and when they arrived were not the ones that I had requested. The new ones were green in colour and… Read more

had about 6 meters of attached tubing which was very still. Additionally the ones that I wanted were priced at $2.99 ea where, the new ones were $14.99 each. I rang Dear Jane and was told that they require photos etc. and the claim had go be emailed.After about three days, I rang again and was treated very rudely and told that “ As I told you previously, the complaint has to be in writing” and he hung up on me. I emailed again and the response from “Customer Suppott”was to check their website which states that this product cannot be accepted for return. I replied by email again saying that the items were incorrectly supplied and also they are still in their individual packages and have not been opened. This last email I sent about1 week ago has not been acknowledged or answered. Cost to my wife's Aged Care Account for 25 unused items is $374:00 instead of it should be $74.75 and the items are unused . This would have to be the worst company that I've ever dealt with after being in business myself for about 55 years. If you choose go do business with them, do so at your own risk.

Services need to be improved – I bought an electric wheelchair online, it took two weeks to arrive. When the wheelchair arrived, I noticed both tyre were flat, I tried to pump air in, but valve on one of the wheels were not installed properly and left no enough space to fix the pump head to connect it. The wheelchair is not able to use and sit in the corner and totally wasted.… Read more

I emailed DearJanes three times but never got any responses. I think purchasing from this company just like hit jackpot, if you hit, then you are luck everything is good. If not, then everything just wasted.

Refused Return – I recently purchased a pair of crutches from DearJaneMedical. When I tried to return them I was told it was not possible because I had paid for them with PayPal. I recommend before purchasing any item from this company that you carefully read the Returns Policy. In particular, look out for the statement “All sales are final change of mind returns are not offered”

Worst customer service I have encountered – Customer service emails in response to difficulty assembling a product were rude, condescending and generally unhelpful. As a healthcare provider, I will not be recommending this company to either clients or colleagues.

Refunding of unopened item – Purchased a support belt for a lady I work with to assist in her support. She dies as item was being sent. Item arrived I looked in side to see item, placed back in box . No damage or use at all. Communicated back to DJM for a refund as not opened used etc. All I got was a short reply of 2 lines - unfortunately these are non refundable.... nothing… Read more

else. I email multiple times with no feedback asking for more information and then received a return email with those same 2 lines highlighted. No other communications. I had also called them but no return call either. Very unprofessional and poor communication on a reasonable request I thought. Very disappointing and I will not recommend this company to anyone in the future. And I work in the health field.

Poor product, asked me to take down review – DJMed Round Shower Stool. Rust that developed inside the feet leaked out and stained the shower floor. Very difficult to remove. Stool itself wobbles, ok for a fit person but not goof for a frail person. Several to and fro emails. They finally wrote and asked me to please remove my review on their site, they could not support me otherwise. I… Read more

replied asking what support they could offer and they ignored the email. They appear to have removed my review!! as it is no longer there. I am not convinced that their reviews are independent.

Much too difficult item to wear – Purchased a cap to protect my husband's head in falls.. item was to fit all heads.. this item just does not sit down unless a chinstrap is tightly closed.. most people do not want to have to wear a hat with a tight chin strap.

Bad PR – I purchased goods from Dear Jane medical. When I tried to return the un opened box to them, I was told due to ethical health issues they would not accept my unopened box. Will never deal with them again as a scammer.

Useless, not functional and dangerous – See for yourself: https://vimeo.com/643786900 I ordered a DJMed Tilt Overbed Hospital Table, Folding. What I received was a table where the table top does not stay upright, and the table leg is so unsteady that even if the table top was useable, the table would still be dangerous. DJMed refused to acknowledge that there was any fault and… Read more

refused to provide a refund.

There is nothing that this company sells that you can't buy elsewhere, so buy elsewhere.

Refused return – I purchased the deluxe heel protectors at the cost of $130 including postage. The heel protectors were not needed and were definitely too small when they arrived and I sent an email straight away to tell them this and that I would like to return them. I couldn’t believe they are using “unhygienic “ to deny return. They have not been taken out of… Read more

the package and have not been worn. This company does not return calls or will not answer phones. They did answer email though.I would not recommend as I am disappointed with this policy. I could not do anything else except order online so buyer beware.

Think twice if you find NDIS price gouging dishonest – Prices seemed reasonable until they found out I was using NDIS, then they attempted to price gouge. I consider this to be a very dishonest, parasitic practice. Avoid this company if possible, or if you must support people like this, use your own funds and seek reimbursement from the NDIA.

Fantastic service – Fantastic service, friendly and reliable staff, a genuine pleasure to deal with for all your mobility needs. We have dealt with Emma and the team for a number of years now and the experience only gets better!

Totally reasonable prices – Came in desperately seeking a knee walker and they had one when no one else did. Really nice people, really good service, really simple process. Totally reasonable prices. They've helped me so much. Awesome service quick response and the knee walker was mostly assembled.

High quality products – I have already told a number of friends about DearJane. High-quality products, fast shipping directly to my door in only a few of days - and high-quality wedge cushions at fantastic prices. I'm not sure how they do it, but they do, so take advantage of it!

Sent them a letter re faulty product and the owner trolls my business with a fake review