Oskava

Product Failed Within Days – Owner Promised Immediate Replacement & Then Disappeared

I purchased sheepskin heel protectors from Oskava for my elderly grandmother, who recently fell and fractured her pelvis. Because she is largely confined to bed and has dementia, the constant movement of her feet against the linen had caused a blister on her heel. We therefore specifically needed heel protectors to protect her from further injury. Before ordering, I contacted the owner/manager, Banna, and asked her to send me photographs of the heel protectors. I placed my order based on what was shown to me, and the order was shipped the following day. When the product arrived, it was not exactly the same as what had been shown to me, but I did not make an issue of it at the time. Unfortunately, the real problem became apparent that evening. At around 2am, I woke up because my grandmother was moaning. I found that BOTH heel protectors had moved completely off her heels and had moved up around her calves. They were extremely tight and appeared to be restricting the circulation around her legs. I removed them immediately. I also noticed that the Velcro stitching was already coming loose and that the construction appeared very thin and poorly secured. I contacted Banna the following morning and sent her photographs showing the problem. Her response was: “This is not good and I will replace immediately.” I accepted that response and expected the matter to be resolved. That was FIVE DAYS ago. Since then, I have sent three further messages on three consecutive days, and I have received absolutely no response. This is particularly disappointing because this was not an ordinary purchase. The product was bought specifically for an elderly, vulnerable person with a serious injury. A product intended to protect an injured heel should not move up the leg, become extremely tight around the calf and potentially interfere with circulation. The owner acknowledged that the situation was not acceptable and promised an immediate replacement. Instead, there has been no replacement and no communication whatsoever. I believe a business should take particular responsibility when selling products intended for elderly or vulnerable people. At the very least, I expected the owner to honour her commitment and communicate with me. I am now taking the matter further and will be lodging a formal consumer complaint if this is not resolved. Oskava, I am still giving you the opportunity to resolve this properly. Please honour your commitment to replace/refund the product and provide a response to my messages.