Cacafe

Initial Business Response /* (1000, 15, 2016/01/13) */
We recently received a letter regarding Case #XXXXXXXXUnfortunately, we were not aware of the previous attempts to contact usWe have tried to contact *** *** as soon as we became awareWe are doing everything we can to resolve the
issue
Initial Consumer Rebuttal /* (3000, 17, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have talked to several people from this company and I am sure that they know I was constantly giving them the order number and they were always pulling up the order and just like now they tell me to call them I call them and I get a voicemail I leave a message they call back I am at work I return the call same thing voice mail etc
Final Business Response /* (4000, 19, 2016/01/20) */
***,
We have reviewed your caseFirst and foremost, we would like to apologize again for this inconvenienceWe understand that you ordered the wrong product and wanted a quick return, unfortunately there were some delays and lack of communication
We issued you a full refund of $on January 19,
If you like, we will be more than happy to send you our Coconut Coffee
Best Regards,

To Whom It May Concern: In regards to Complaint ID 12177206, we believe we have provided excellent customer service to this *** ***CAcafe was contacted by *** on 5/21/at 10:34pm about the clumpy productCAcafe responded on Monday 5/22/at 1:17pmWe
apologized for ***'s experience and asked for pictures of the clumps and for her order information so we could further assist herThe pictures were sent to us on 5/22/at 10:57pmCAcafe reviewed the pictures and saw that the products looked completely fine and that the clumps were a occurrence due to the coconut that is present in our productsI have attached the pictures of the product that *** sent usOn 5/23/at 8:51am, CAcafe responded to *** and advised her that the clumps she was seeing were and explained why they were normalIncluded in this email was a sentence asking *** to please let us know if she still had concernsAdditionally, attached to this email is a picture of our label that warns that clumping can occur and advises the customer on how best to store product On 5/24/at 1:59pm, CAcafe received an email from *** stating that she still had not received a response from usThe email was resent at 3:53pm and included an apology that she had to wait so long for her response. *** responds on 5/24/at 9:57pm stating we that her product is not and CAcafe has terrible customer service. CAcafe responds on 5/25/at 12:33pm stating we understand her concerns and will refund the order she placed with our companyWe also asked that she ship the product back to us and we would proved a pre-paid shipping labelIn regards to the product she purchased at WalmartOur company has no receopt or proof of this purchaseWe always advise customers to return it to the store that she purchased it from with the original receiptThe full refund of her order through our company, $21.76, was issued at 1:31pm and a return shipping label was created and emailed to herCAcafe then sent an email at 1:letting her know about the refund and shipping labelAgain, at the bottom of this email we asked her to let us know if she has any concerns. At 1:39pm *** responded saying she never received the shipping label and demanding we mail it to herCAcafe responded at 1:48pm letting her know we could not k=mail itWe attempted to help coordinate a FedEx pick up in order to make it easier on ***This was she would not have to drop anything off at a FedExShe responded at 2:28pm reasserting that CAcafe has bad customer service and products. CAcafe responded at 2:53pm apologizing for the confusion and inconvenienceWe let *** know that we would mail the return shipping label as requested, and again asked her to let us know if she had any concerns. Please let me know if you need additional details in regards to this complaint or proof of the refund that was issued to *** ***. Best Regards, *** *** | Team Member | CAcafe Inc| Aviation Dr| Upland, CA | ###-###-#### Direct | *** | www.CAcafe.com