1 STAR -- Extremely Disappointing and Unprofessional Customer Service…read more
I am sharing my experience with Embrace Medical Supply and DME Repair in Winston-Salem, NC, because I believe other patients and families deserve to know how I was treated while attempting to obtain medically necessary equipment.
Following Achilles tendon surgery, I needed a lightweight wheelchair to assist with my mobility and recovery. I worked with this company for approximately two weeks, yet I never received the equipment.
On October 12, 2026, I received an urgent message from a representative named John. When I returned his call, he informed me that a wheelchair had supposedly already been ordered for me on September 22, preventing his company from moving forward.
I contacted my insurance company, which informed me that it had no wheelchair claim on file for the dates I provided. The only relevant claim identified for September 22 was for a splint for my leg and foot.
When I called John back and respectfully questioned where the incorrect information originated, he could not provide a clear explanation. I expressed my frustration regarding the conflicting information, ongoing delays, and difficulty reaching the company.
Instead of addressing my concerns professionally, John raised his voice, began yelling at me, and stated, "I dismiss you as my customer." He then hung up the telephone.
Yes, those were his actual words.
I was shocked and extremely disappointed. I was not being disrespectful or unreasonable. I was simply advocating for myself and trying to obtain equipment needed for my safety and recovery.
Patients recovering from surgery should not have to deal with unnecessary confusion, poor communication, and hostility when asking legitimate questions.
Good customer service is not just about selling medical equipment. It is about treating people with dignity, respect, compassion, and professionalism -- especially when they are already dealing with medical challenges.
After approximately two weeks, I was left without a wheelchair, without a resolution, and with an extremely disappointing experience.
Based on my personal experience, I cannot recommend this company.
No patient should be made to feel that asking questions about their medical needs is grounds for being dismissed as a customer.
