From: Ellen K[redacted] Sent: Tuesday, October 18, 2016 6:48 PM Subject: Complaint #[redacted]Dear Mr. [redacted],Thank you so much for your letter and sharing our customer's feedback around their experience with ChefSteps and the purchase of our product. We completely understand their frustration...
with the situation and appreciate the opportunity to learn from this experience and clear up any confusion. ChefSteps began taking preorders for our product in November 2015 to gauge customer interest and estimate initial manufacturing volume, but not to fund development or operations. Our customers' money remains untouched during the preorder period/until their order ships, and customers are welcome to request immediate and full refunds at any time per the FAQs on our website:1. When I preorder Joule, when will my credit card be charged?2. I'd like a refund.We've taken pains to be as transparent as possible in communicating the fact that Joule was available for preorder and not immediate delivery - this information is included on the website and in the confirmation email every customer receives. Joule is also not currently available for sale anywhere outside of our website (such as [redacted]), and we would never intentionally withhold product or be deceptive about availability. When the customer reached out to us regarding a cancellation of their order, they simply mentioned that they did not realize it would take time to ship and we responded within 24 hours and issued a full refund immediately. Ultimately, we completely understand being less than pleased with the fact that an order was placed and not immediately shipped - especially if the customer was unaware that they were purchasing an item as a preorder. We truly appreciate the feedback and the opportunity to improve based on the customer taking the time to share their side of the story with the Revdex.com. Please do not hesitate to let me know if I may be of any further assistance or provide any additional information.Best,Ellen K[redacted]
From: Ellen K[redacted] Sent: Tuesday, October 18, 2016 6:48 PM Subject: Complaint #[redacted]Dear Mr. [redacted],Thank you so much for your letter and sharing our customer's feedback around their experience with ChefSteps and the purchase of our product. We completely understand their frustration...
with the situation and appreciate the opportunity to learn from this experience and clear up any confusion. ChefSteps began taking preorders for our product in November 2015 to gauge customer interest and estimate initial manufacturing volume, but not to fund development or operations. Our customers' money remains untouched during the preorder period/until their order ships, and customers are welcome to request immediate and full refunds at any time per the FAQs on our website:1. When I preorder Joule, when will my credit card be charged?2. I'd like a refund.We've taken pains to be as transparent as possible in communicating the fact that Joule was available for preorder and not immediate delivery - this information is included on the website and in the confirmation email every customer receives. Joule is also not currently available for sale anywhere outside of our website (such as [redacted]), and we would never intentionally withhold product or be deceptive about availability. When the customer reached out to us regarding a cancellation of their order, they simply mentioned that they did not realize it would take time to ship and we responded within 24 hours and issued a full refund immediately. Ultimately, we completely understand being less than pleased with the fact that an order was placed and not immediately shipped - especially if the customer was unaware that they were purchasing an item as a preorder. We truly appreciate the feedback and the opportunity to improve based on the customer taking the time to share their side of the story with the Revdex.com. Please do not hesitate to let me know if I may be of any further assistance or provide any additional information.Best,Ellen K[redacted]