Advanced Lumonics, LLC

Greetings,This order was marked as fulfilled by our manufacturing partner but upon receiving this complaint we determined through investigation that it was notDue to this we have refunded the customer in total. Thank you,***

Initial Business Response /* (1000, 6, 2015/07/17) */
The following response was emailed to this customer on July 13th, in response to her concern:
We apologize for the problems related to the delayed receipt of your tracking information. Our response to your request was rejected as the...

email address you provided was incorrect. We obtained your correct email address from your order to send this update.
We received your order on Monday, July 6th at 4:30pm. It was submitted for fulfillment Tuesday morning. Your package was created and shipped on Thursday, July 9th at 9:46am - just two business days later. There was a rare error with our automated updating system that provides tracking information to our customers. Please accept our apology for this unforeseeable error. We were unable to provide your tracking information as quickly as we normally are and apologize for the massive inconvenience this caused you. This is not standard for an [redacted] order.
As stated in the 'shipping' section of our website and in the order confirmation email you received upon submitting your order. Typically, we are able to provide tracking within 48 hours of receiving an order. In your case, this order shipped within that time frame. Due to the unexpected failure of an automated updating system, you did not receive your tracking for 5 business days. We are working to fix the problem that resulted in this delay. It is not standard for our process and unacceptable for us as well.
The information that you provided the Revdex.com is false and assumptive. We would appreciate you taking the time to correct that with them.
We appreciate your business as well as any patience and understanding you are willing to afford.
With Kind Regard,
Team [redacted]
Since that email, her product has been received (delivered Tuesday, July 14th). Our response email should explain what happened sufficiently. [redacted] works hard to provide an excellent customer experience, as customer happiness is extremely important to us. We offer our phone number on every page of our website to insure ease of access for our customers. We return all voice messages no later than the following business day. Because of the extremely high volume of calls, we are unable to return all missed phone calls. [redacted] never received a voice message from Ms. [redacted] concerning this issue.
After not receiving our response to her July 10th email, Ms. [redacted] expressed her dissatisfaction through a product review request send by our third-party agent. This contact is not typically seen by our customer service department, since it is designed specifically for our customers to provide reviews for specific products that we carry. Upon being notified about this review, we reached out immediately (the same day, July 13th) to Ms. [redacted].
The unforeseeable breakdowns in our automated notification system combined with Ms. [redacted]'s failure to provide us a correct email address with her request for an explanation unfortunately resulted in a rare bad experience for her. [redacted] was becoming aware of the issues with Ms. [redacted]'s order at the same time that we were trying to explain what what was happening. Within a reasonable amount of time, we were able to provide the above explanation. We regret that this was not enough for Ms. [redacted], who felt the compelling need to open this public complaint with your office prior to receiving a resolution.
Attached, please find a confirmation of the date and time Ms. [redacted]'s order was received by [redacted] a copy of her email request (complete with her incorrect email address, our response and subsequent bounce back), the delivery confirmation from the carrier, and a copy of her "product review."
With Kind Regard,
Team [redacted]
P.S. - It is interesting that the Revdex.com chooses to name our company in this "case" but asks that we not name our accuser.