AVI Foodsystems, Inc.

This letter is in response to the complaint filed by [redacted] 6/1/15 regarding a refund that was notissued to him in a timely manner.Our Columbus Vending Branch acknowledges that we did not issue the refund as promptly as we shouldhave. The team member who is responsible for reporting refunds...

was on medical leave and we did nothave an adequate system in place to issue refunds in her absence. The current procedure forresponding to refund requests failed our customer and we have reviewed it and made revisions toensure this type of situation does not occur in the future. A customer should not have to wait more than5 business days to receive a refund.We do value our customers and this complaint was addressed with the local Vending Branch Manager,Regional Manager and Vice-president at our Corporate headquarters Service Center who all considerour response time totally unacceptable. The individuals involved will be retrained how to properlyhandle customer service issues and Management will follow up to ensure the new procedures are beingfollowed.I have personally contacted this customer and apologized for our mishandling of his refund and providedmy contact number should he have any service issues going forward.We understand how truly frustrating it can be to have to wait for a refund so we take all customercomments very seriously and work diligently to resolve each issue to our customer's satisfaction.Thank you for allowing us the opportunity to correct this issue with your support.Sincerely,AVI Foodsystems, Inc.[redacted]Compliance Manager