Aqua Lab Technologies, Inc.

Initial Business Response /* (1000, 9, 2016/06/02) */
June 2, 2016
Revdex.com,
Thank you for taking the time to bring [redacted]'s concerns to us. Mr. [redacted] contacted our Returns Department four days after receiving his order, stating he received the wrong items from our company. The consumer...

provided photos, which showed products we had never seen before; none of the items pictured were sold from our store. Seemingly, a combined total weight of those products would at least double the weight of the items we actually shipped to the customer.
Due to Mr. [redacted] waiting several days to contact Aqua Lab with the order issue after delivery, along with the discrepancies in his initial email regarding the order, within 48 hours of his initial contact with us about this issue he was notified we would need additional photos and a few questions answered to process a claim with FedEx. At this point Mr. [redacted] provided additional photos showing a tampered package, resealed with a clear packaging tape our company does not use to seal shipments. He also left many questions unanswered that would help us expedite his claim (For instance he never provided the total weight of the contents he received when we asked). We were in contact with the customer the whole time.
In the meantime, we had reached out to FedEx to start an investigation. The FedEx shipping records and investigation results show the package was tampered with after delivery. Our company still proceeded to file a claim on Mr. Welks behalf for reimbursement.
On May 16th I provided the customer with the FedEx records and statement showing his package was delivered at the weight we shipped. I told Mr. [redacted] via email, a refund would be issued to him as soon as FedEx processed the claim.
On May 25, 2016 Mr. [redacted] was issued a full refund back to his Visa card used to place the order. We went outside our policies for the customer and consider this case closed.
Please contact [redacted]@aqualabtechnologies.com if there are further questions or concerns or if supporting documentation is needed.
Regards,
Aqua Lab Technologies, Inc
Initial Consumer Rebuttal /* (2000, 12, 2016/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AquaLabs fully refunded my money for the incorrect order. I withdraw my complaint.