At Bright Vessel, we like nothing more than finding a brand that’s doing things right. Fair competition makes us all thrive in business, as it makes us all get creative to find our place in the market. Unfortunately, that’s not always the case, and sometimes, it’s mistakes we have to learn from – like what recently happened to MedCline. In this MedCline review of their brand and activity over the holidays. We found they made some major mistakes not using Pre-orders and made many false promises. After carefully building a strong product and branding to match it, the company failed to produce a service as good as its promise. As orders started pouring in, MedCline’s small team was overwhelmed and couldn’t perform under the immense pressure.
MedCline, from Amenity Health, is a brand specializing in positional therapy devices for people suffering from symptoms of GERD and chronic shoulder pain. The company has had enough success for some physicians to recommend their specialized pillows to patients with GERD.
Many people have seen an improvement in their symptoms thanks to their products. They also offer a 100-night guarantee for customers to try their products at home, aided by their MedCline Sleep Specialists. They claim that if their product and custom attention doesn’t bring comfort and relief to users, they will accept a product return.
While putting out their pillows, MedCline also invested in targeted ads in numerous online platforms, successfully reaching out to people who suffered from the conditions treated by their products. The response was great for a while, with satisfied customers leaving glowing reviews on the brand’s Facebook page.
With this type of success and positive campaigning, MedCline is headed towards receiving many orders, particularly during the holiday season. People bought their pillows as presents or to start the New Year right.
Unfortunately, as it happens with most things, their products weren’t the best fit for everyone who ordered them. Some customers attempted to get a refund, and that’s when the problems began, as they spent weeks or even months trying to reach out to the company.
MedCline was, unfortunately, unable to handle the sheer amount of orders they received. The company was understaffed with a limited number of available people to engage in customer service. Channels were left unattended as orders and requests came pouring in. This resulted in a series of mishaps, including:
Their Facebook and their Better Business Bureau pages are full of complaints of all types but mainly focused on customer services. Many customers say that, after expressing dissatisfaction with the product, their complaints went unheard. They tried to reach out to customer service for weeks to little response, using different channels, including social media.
Now, their Facebook reviews page is flooded with customers complaining about the lousy service, destroying their carefully constructed branding and reputation.
It would seem like MedCline had an issue of planning and generally biting on more than they could chew. In this case, some of the best ways to approach a growing business depending on orders would have been:
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