February 9, 2017RE: Customer Complaint- [redacted] Our warehouse shipped a product order to Ms [redacted] on 9/8/16, UPS tracking # [redacted] .The shipment was sent UPS Ground ServiceOn 10/27/the client contacted our offices to state she had not receivedthe packageWe immediately opened a claim with UPS on 10/27/On 11/4/and 1/3/17, UPS reported that theyhad closed the claim as the client, [redacted] had confirmed receipt of the packageIt was not until 1/17/17that UPS confirmed they were unable to determine delivery of the package, however Ms [redacted] 's credit card wasrefunded on 1/7/17.We strive to provide the highest level of customer service to our customers and have a deep appreciation for theirpatronageThis incident was very rare and unfortunate, but when they do arise we do our very best to reactappropriately based on the information that is availableIt is never our intention to insinuate that a customer has actedwrongly and we apologize to Ms [redacted] that she felt that way.Bio-Therapeutic would like to offer the following details and documentation based on our records:• 7/31/16- SO initiated, BT- Micro on backorder• 9/1/16- BT- Micro ordered (SO 60662, attached) AMEX charged• 9/8/16- BT Micro order shipped from BT to Ms [redacted] UPS Ground service.o UPS Tracking# [redacted] • 9/9/16-lnvoiced for BT- Micro INV 122141• 10/27/16- Ms [redacted] contacted her sales rep to inquire about her deviceShe said she talked to someone afew weeks ago who said it was on backorder.o BT found that item was not on back order, and had been shipped out on 9/8/16.o BT immediately contacted UPS and opened Claim # [redacted] (attached)o At Ms [redacted] 's request BT sent out a copy of her invoice by email(email record attached)• 10/31/Customer Service left a message with Ms [redacted] regarding her missing shipmentAt that time theBT- Micro was backordered.• 11/4/UPS contacted BT to report that the claim had been closed.o According to UPS, Ms [redacted] had confirmed receipt of the package.• 11/8/16- Customer Service tried to contact Ms [redacted] to notify her of the status of her order.• 11/30/16- Customer Service tried to contact Ms [redacted] to notify her of the status of her order• 12/2/16- Customer Service returned Ms [redacted] call regarding another order• 12/8/16- Customer Service called to follow up• 12/13/16- Customer Service called to follow up• 1/2/Ms [redacted] contacted BT stating she had not received her package• 1/3/UPS issued a statement: "According to our records, parcel was delivered on 9/15/at 8:05PM, andleft at OFFICEThe shipment was received by scan as follows "o Document cites UPS Tracking Number [redacted] and an e-signature(attached)• 1/7/Charges reversed by AMEX for full amount on SO 60662• 1/17/UPS issued a statement: "We have been unable to provide satisfactory proof of delivery for the above(cites [redacted] ) shipmentWe apologize for the inconvenience this causes." (attached)Sincerely,Shelley C***Quality ManagerBio-Therapeutic **Please see attached.,
February 9, 2017RE: Customer Complaint- [redacted] Our warehouse shipped a product order to Ms [redacted] on 9/8/16, UPS tracking # [redacted] .The shipment was sent UPS Ground ServiceOn 10/27/the client contacted our offices to state she had not receivedthe packageWe immediately opened a claim with UPS on 10/27/On 11/4/and 1/3/17, UPS reported that theyhad closed the claim as the client, [redacted] had confirmed receipt of the packageIt was not until 1/17/17that UPS confirmed they were unable to determine delivery of the package, however Ms [redacted] 's credit card wasrefunded on 1/7/17.We strive to provide the highest level of customer service to our customers and have a deep appreciation for theirpatronageThis incident was very rare and unfortunate, but when they do arise we do our very best to reactappropriately based on the information that is availableIt is never our intention to insinuate that a customer has actedwrongly and we apologize to Ms [redacted] that she felt that way.Bio-Therapeutic would like to offer the following details and documentation based on our records:• 7/31/16- SO initiated, BT- Micro on backorder• 9/1/16- BT- Micro ordered (SO 60662, attached) AMEX charged• 9/8/16- BT Micro order shipped from BT to Ms [redacted] UPS Ground service.o UPS Tracking# [redacted] • 9/9/16-lnvoiced for BT- Micro INV 122141• 10/27/16- Ms [redacted] contacted her sales rep to inquire about her deviceShe said she talked to someone afew weeks ago who said it was on backorder.o BT found that item was not on back order, and had been shipped out on 9/8/16.o BT immediately contacted UPS and opened Claim # [redacted] (attached)o At Ms [redacted] 's request BT sent out a copy of her invoice by email(email record attached)• 10/31/Customer Service left a message with Ms [redacted] regarding her missing shipmentAt that time theBT- Micro was backordered.• 11/4/UPS contacted BT to report that the claim had been closed.o According to UPS, Ms [redacted] had confirmed receipt of the package.• 11/8/16- Customer Service tried to contact Ms [redacted] to notify her of the status of her order.• 11/30/16- Customer Service tried to contact Ms [redacted] to notify her of the status of her order• 12/2/16- Customer Service returned Ms [redacted] call regarding another order• 12/8/16- Customer Service called to follow up• 12/13/16- Customer Service called to follow up• 1/2/Ms [redacted] contacted BT stating she had not received her package• 1/3/UPS issued a statement: "According to our records, parcel was delivered on 9/15/at 8:05PM, andleft at OFFICEThe shipment was received by scan as follows "o Document cites UPS Tracking Number [redacted] and an e-signature(attached)• 1/7/Charges reversed by AMEX for full amount on SO 60662• 1/17/UPS issued a statement: "We have been unable to provide satisfactory proof of delivery for the above(cites [redacted] ) shipmentWe apologize for the inconvenience this causes." (attached)Sincerely,Shelley C***Quality ManagerBio-Therapeutic **Please see attached.,