I am only giving two stars for the initial service of Zenna who helped my mom. My mom is a first-time post-mastectomy patient, so wearing a prosthesis and a post-mastectomy bra is unfamiliar to her. The first time we came into the store, Zenna was nice and seemed very knowledgeable about fittings for post-mastectomy women. She even gave us some information about how we could go through insurance for our purchases if any made at the store. We came about 2-3 times before my mom found a bra that she liked, and felt comfortable in. All the while, a prosthesis was fitted for her. As sure as my mom was about this pink bra, she had Zenna order it to have it shipped. All we were told was that the bra would come in 3 weeks. Now that an order was confirmed for the pink bra, my mom went ahead and bought the prosthesis under the pretense that the pink bra would be ordered for her to wear with. This is sometime in October. As we wait, my mom continues to wear the camisole bra, and substitute bead prosthesis originally bought here after being suggested to wait and give more healing time before wearing a bra. Here is where the problem begins.
After 3 weeks, on the Monday of the 3rd week, I call and Zenna answers the phone and tells me that she has gotten a confirmation about the pink bra that should be here by this week. Friday I call to check and this is when someone else tells me that they got an email from the manufacturer of the pink bra, that the bra is no longer in stock. There was no apology during this conversation as well. I want to note that they also said I could wait to see if it would come back in stock, not that the pink bra was no longer produced. So, having already waited 3 weeks for nothing, my mom suggested waiting some more on the hopes that the bra would be back in stock. I thought this situation was odd and handled very unprofessionally.
Finally, we give up waiting so I come to return the prosthesis 12/30. The prosthesis was unused, and cost $365 out of my mom's own pocket. Originally was $400 but Zenna gave a discount at the time. Zenna, wasn't working this day but, I didn't think there would be a problem with the return after I explain the reason for the return, however, after one of the workers got Zenna on the phone, she was told to deny the return on the basis that it exceeded the return policy time frame and was to be considered an entirely separate situation from the unsuccessful order of the pink bra. That didn't make sense, since waiting for the pink bra itself, already exceeded the 14-day policy and was the only reason my mom bought the prosthesis.They told me Zenna would be back Tuesday, today, so if I wanted to explain personally to her, I could try. I call today to check if Zenna is there, and she answers the phone and before I could even explain to her personally, she was already denying the return. Now over the phone, I am explaining the situation so that she can understand why my mom doesn't want the prosthesis since they weren't able to get her the bra that she wanted to go with it. I can't even explain my shock and disbelief of the things Zenna told me to support her return denial. She tried to explain to me that it wasn't her fault the bra order wasn't guaranteed because she wasn't the manufacturer of the bra. She even tried to tell me "any intelligent person should know nothing in life is guaranteed." She also told me that my mom could buy any other bra because there were others that she was so sure fitted my mom, even though I told her already that she didn't like them for comfort reasons. To that, she told me liking something is different from fitting something, so with her years of experience she knows the other bras fit my mom and basically not liking the bra is no excuse for not being able to buy those bras. Literally, at this point I was so upset, I mean how could she even try to ridicule me with the no guarantee in life thing when she herself didn't state that at the time we placed the order. As a woman herself, I'm shocked she would even suggest buying bras even when they weren't liked, just because she believed they fit. That's even besides the fact that a post-mastectomy patient has an even harder time finding a comfortable fitting bra because of the sensitivity of the area. No matter what I said about our personal experience, all Zenna did was try to generalize our situation on the basis of her years of experience, even making comments about how other women purchase a prosthesis but not a bra from them. I am specifically telling her, that we bought the prosthesis because she told us we could have the pink bra ordered, but not once did she sound understanding. She made it seem entirely our fault and not hers that we waited for a bra that she now claims had no guarentee. I wouldn't recommend this place for breast cancer patients. The customer service has been stressful and unprofessional, things breast cancer patients shouldn't have to deal with. read more