Biotone

This may be the first time I’ve written a Unilocal review and it’s unfortunate it’s under these conditions. I was referred to Biotone by a friend and have been using them for over a year. I know they’re a bit pricey but I like to support local businesses. NO MORE!!!
I guess I grew up during a time when customer service meant giving a customer the benefit of the doubt and I have little patience with a company belligerent enough to blame the customer for their errors.
For the most part, service has been fine and uneventful. I call for my product and pick it up. Associates have told me the products were overpriced, but I’ve been happy with the Massage and Joint Therapeutic Massage Gel and didn’t want to change.
On my last call, they couldn’t find any of my information and had to treat me lke a new customer, inputting all my information all over again. I had a friend pick up the products and they failed to include an entire gallon of the gel ($ 73.95). When I called to let them know, they said they had to research it and said they would get back to me within an hour. After 1.5 hours, I called again and was informed that we signed off on collecting the full order.
Suddenly, I was put on a defensive position and felt like I was going to have to forego $ 73.95 due to their mistake. I should never have been put into that position to feel that way. When I asked if he was calling me a liar, the agent said he wasn’t and put me in touch with a manager. She said she would research it and get back to me.
Thankfully, they spoke to the warehouse, discovered their mistake and called me back. However, their was no apology… in fact, the manager seemed to be surprised that I was upset over this inconvenience and the way it was handled. She seriously had no clue how upsetting it is to be told in so many words that it’s your fault for not checking the order.
I’m waiting for them to ship it to me now. If I don’t receive it, this review will continue.
Regardless, I have decided to move my business elsewhere to a company that has their act together, better values my business, has some clue how to avoid escalating an issue and knows how to treat people with RESPECT!!!

Love their products but they are a little steep on the pricing. I did find some effective sources here:

pros… when you own an acupuncture and massage clinic, you will often need some massage supplies. and when we do we almost always get our stuff from here. we get their massage crème with arnica and also get the polar lotion too. they also sell all sorts of other stuff as well. so if you are looking for this type of supplies try out their products. and the staff is very knowledgeable and helpful. you can also order your stuff over the phone and pick it up later like we do.
cons…no free shipping, so we have to go there and pick up our order.