ET Browne Drug

Hello,
We have contacted Ms. [redacted] and apologized for the mishap.  The $2 rebate check is being mailed to her today along with some Palmer's products that we hope she will enjoy.  Please see below emails.
I hope this will close this matter as E.T. Browne has an unblemished...

record with the Revdex.com for many, many years.Sincerely,
Amy [redacted]
From: [redacted]] Sent: Monday, March 14, 2016 4:49 PMTo: [redacted]Subject: Re: Ongoing Issue
Thank you for finally being the one to address the issue. I buy products when there are rebates for a reason because I shop on a budget and for a company to go this long and not so much as respond to my complaints and questions until now is unacceptable. I have been treated so rudely by your customer service but I am pleased to know that there is at least one person who is willing to make it right.
Thanks,
[redacted] 
 
 
 
From: [redacted]>To: '[redacted] Sent: Monday, March 14, 2016 1:34 PMSubject: RE: Ongoing Issue
Dear Ms. [redacted],
Thank you for your email of March 13th.   I am very sorry to hear of your experience and cannot explain how this could have happened.
Please be assured that we will send your $2 rebate check to you tomorrow.  We will also send you an assortment of Palmer’s products that we hope you will enjoy.
Again, I apologize for this mishap, and thank you for bringing this matter to my attention.
Sincerely,
[redacted]
Product Specialist/ Consumer Relations
E. T. Browne Drug Co., Inc.
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###-###-#### (Fax)
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
The only reason this was resolved is because I contacted Customer Service AGAIN after still not receiving a response and also no response to this complaint for weeks! It would not have been handled otherwise. Luckily I received a response from someone who actually wanted to help and apologized for the deplorable way I have been treated. You have lost a customer though, I will never buy your products again because your customer service needs serious help! You may an A+ rating but you have three complaints filed against you so that speaks for itself!

Complaint: [redacted]
I am rejecting this response...

because:
I am a disabled individual and unable to ship this back.  If I would have had a response earlier when I contacted the company directly, I may have been able to have someone take me to return this.  
Due to the company's refusal to provide a refund, I will make sure I NEVER use products from this company again.
All I wanted was a response and this company refused to do so until I filed a Revdex.com complaint.
 [redacted]

We recall this incident very well because Mr. [redacted] called us several times...

and spoke to several employees.
He stated he received a gift basket containing Palmer's products. The gift basket was put together by his friend and included Palmer's products. He didn’t care for some of the products. Despite the fact that he hadn't paid for any of these products, we sent him a pre-paid label to return the product to us for replacement. He returned 7 items. All of the products were produced in 2006 or 2007. Some items were used and some containers were empty.
Upon receipt of these old, used and empty containers, we called him to say we could not reimburse him for products that are 7 to 8 years old (we didn't mention the fact that he hadn’t paid for any of them). Mr. [redacted] became abusive and demanded a refund or replacement. The customer service rep transferred the call to me.
I spoke with him and as a gesture of goodwill offered to send him a bottle of lotion and a bar of soap. He accepted this offer, and we believed he was satisfied with the outcome. The lotion and soap were delivered via UPS to him on
February 7, 2014.
To reiterate: Mr. [redacted] received a free bar of soap and bottle of lotion in exchange for returning 7 to 8 year old products — some ofwhich were used and empty. He didn’t pay for any of these products, and there was no loss to him.
We don't know what else we could have done to achieve a resolution that would have satisfied Mr. [redacted].
Again, we would appreciate it if you would please update your contact records with my name and email.
Sincerely,

I am rejecting this response because:
The merchant's response relies on information that is substantially true. Yes, I returned the products that were gifted to me to the merchant, but did not know and had no reason to know that the products were "7-8" years old. My concern was that the products had a stale odor and odd coloration.
In no way was I terse or inappropriate to Ms. [redacted] or any other staff of the merchant. In fact, it was not until I called to seek status on the returned products that a customer service representative of the merchant's was rude and alluded to the items being old and used. I explained prior to the merchant sending me a return label that some of the items were used as I would not have been able to determine the quality of the products in question. Further, I am able to produce photographs of the items taken prior to returning to the merchant. I was agreeable to what Ms. [redacted] initially offer, but upon further consideration, I rescind that decision.
From the inception, I have taken great offense to the merchant's response, position and reference to the circumstance that are simply false. Whether I paid for the items is irrelevant - the items were gifted to me and as manufacturer of the product(s) it should stand behind the quality of said products. The loss occurred when I returned the products to the merchant and it failed to respond truthfully and professional to my inquiry. I would ask that the items be returned to me for disposition.

?
Mr. [redacted] accepted our offer of complimentary products and stated he was satisfied with this matter. It is a
shame he has now "rescinded that decision". We stand by our position and are not going to send 7 to 8 year old products to a consumer— regardless of whether the container is empty, full, or used.

Palmer's always offers a 100% satisfaction guarantee. Please ask ms.[redacted] to return the product to me, via shipping.. upon receipt we will reimburse her for both the product and shipping. Please see the attached information

Review: Have contacted this company twice within the past 30 days and have received no response. Their product 'Palmers Cocoa Butter Formula Skin Therapy Oil' has not produced the results their product offers.Desired Settlement: Want my money back. This is a huge disappointment. I enjoy Palmer's because they DO NOT TEST ON ANIMALS. I'm very disappointed with this company!

Business

Response:

Palmer's always offers a 100% satisfaction guarantee. Please ask ms.[redacted] to return the product to me, via shipping.. upon receipt we will reimburse her for both the product and shipping. Please see the attached information

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am a disabled individual and unable to ship this back. If I would have had a response earlier when I contacted the company directly, I may have been able to have someone take me to return this.

Due to the company's refusal to provide a refund, I will make sure I NEVER use products from this company again.

All I wanted was a response and this company refused to do so until I filed a Revdex.com complaint.

[redacted]

Review: This complaint arises over a dispute for defective merchandise that I believed had expired due to color and scent of merchandise and subsequently returned to the merchant for replacement. The merchant claims that the items were years old, but refused to replace them all. Not only was the merchant terse and inappropriate in it's reply, but it suggested that I did not return all of the merchandise as noted. Merchant offered to replace only two of over seven (7) returned items which I do not accept.Desired Settlement: Refund of all items returned.

Business

Response:

We recall this incident very well because Mr. [redacted] called us several times and spoke to several employees.

He stated he received a gift basket containing Palmer's products. The gift basket was put together by his friend and included Palmer's products. He didn’t care for some of the products. Despite the fact that he hadn't paid for any of these products, we sent him a pre-paid label to return the product to us for replacement. He returned 7 items. All of the products were produced in 2006 or 2007. Some items were used and some containers were empty.

Upon receipt of these old, used and empty containers, we called him to say we could not reimburse him for products that are 7 to 8 years old (we didn't mention the fact that he hadn’t paid for any of them). Mr. [redacted] became abusive and demanded a refund or replacement. The customer service rep transferred the call to me.

I spoke with him and as a gesture of goodwill offered to send him a bottle of lotion and a bar of soap. He accepted this offer, and we believed he was satisfied with the outcome. The lotion and soap were delivered via UPS to him on

February 7, 2014.

To reiterate: Mr. [redacted] received a free bar of soap and bottle of lotion in exchange for returning 7 to 8 year old products — some ofwhich were used and empty. He didn’t pay for any of these products, and there was no loss to him.

We don't know what else we could have done to achieve a resolution that would have satisfied Mr. [redacted].

Again, we would appreciate it if you would please update your contact records with my name and email.

Sincerely,