Capella Flavors Inc

Hi,The customer [redacted] placed an order with us online through, [redacted] on May 6th, 2016. The order shipped immediately on the same day May 6th, 2016 via FedEx Ground. You will see according to the email shipping notification that the customer was informed that the...

package had indeed shipped. In the email itself there was a .pdf containing the order details as well as the tracking number, According to the tracking details and the FedEx representative that we spoke to, FedEx attempted their first delivery on the 11th of June, followed by reattempts on the June 12,13,14, and 17. FedEx after their first failed delivery attempt will leave a notice on the customers door stating that they attempted delivery to the recipient. All [redacted] would have had to do is contact FedEx and make arrangements to have the package delivered by either having it rerouted at her expense or sign the door note left on the first failed delivery attempt by FedEx, FedEx's policy is to have the package reshipped after 3 days. FedEx attempted to deliver 5 times to the recipient without success. We have made a business decision to have a signature on our packages to prevent stolen packages from our customer front step. At first we had a direct signature option but have made the decision to ship with an indirect in case the recipient wasn't home and someone at the residence or neighbor could sign for the package. The package was then returned to us and we received it on June 1, 2016. The customer then reached out to us on June 3, 2016 through our customer support system. We stated to the customer that the reshipment fee would be $10.65 plus the cost to have this returned which was $13,91. We did everything to satisfy the customer's request. Unfortunately [redacted] did not like the response we gave her so she opted for a refund. With the cost to have this package shipped back to us as well as the 20% restocking fee which is stated on our website,"As our products are food-based, all food sales are final. Capella Flavors will be happy to replace any item(s) in the unlikely event that they might be damaged during transit. To make sure that you are satisfied with the product you receive, please inspect the contents as soon as your order arrives. Capella Flavors is not responsible for damage or loss as a result of shipments being returned to the freight location or being undeliverable as a result of incorrect address information you supply to us, or for inability of a recipient to receive the package on the day you specify that it should be delivered. We wish we could assure proper handling and prompt receipt of packages once they have been delivered to the correct mailing address by the third party carrier, but this, of course, is out of our control. Used merchandise may not be returned under any circumstances. We cannot authorize the return of overstock merchandise. Refused packages are subject to shipping charges and a 20% restocking fee. Refunds can only be credited to the originating payment method."We have refunded the customer $20,46 to the original payment method. This includes the return fee as well as the restock fee against the original invoice total of $50.13.We have made multiple attempts to reach the customer via phone as attempted twice today without success.Please let us know if you have any other questions for us.Best Regards

Review: I recently ordered two flavors drops one of which haD leaked. I have emailed my complaint and called numerous times with no response.

Business

Response:

We have refunded the customer in full for their bottle which leaked.