Contact Name and Title: *** *** *** ***
Contact Phone: ***
Contact Email: ***@sbchocolate.com
On behalf of South Bend Chocolate, I would first like to apologize & assure you that the incidents described certainly do not meet the level of standards for our customer service
I'm truly sorry that the consumer has experienced an error in delivery of his order & an unsatisfactory response to the issue
I am unaware of the initial notices to which you received no response so an email address has been provided to an address that is monitored more than time dailyThis should eliminate the issue of correspondence being sent generally to the company and never received or misplaced
The customer order was submitted via the internet on Sunday, processed on Monday, the next business dayThe product was sent day shipping on 11/30/via FedExOn Monday, FedEx attempted to deliver it; however the tracking shows the customer was not available for delivery & it required a signatureIt was then successfully delivered on Tuesday 12/05/Since the consumer does not explain the chocolate arriving in a "non-acceptable" state, I cannot determine if this was a FedEx issueprotocol is that if there is a known delay, we discuss it with the customerIf a consumer does have an issue, contacts customer service & does not feel the issue has been resolved to their satisfaction, they are allowed to speak with a manager
Again, I apologize that the consumer was not happy with his order or service & apologize that he was not allowed to escalate his issue & speak to someone elseThese issues been addressed with the office staff
Although the customer states he will never purchase from our company in the future, I hope that he will allow us to make this right by resending his order at no charge so that his father receives it during the week and even give us another chance in the futureI welcome the consumer to contact us and speak to me directlyThank you
Contact Name and Title: *** *** *** ***
Contact Phone: ***
Contact Email: ***@sbchocolate.com
On behalf of South Bend Chocolate, I would first like to apologize & assure you that the incidents described certainly do not meet the level of standards for our customer service
I'm truly sorry that the consumer has experienced an error in delivery of his order & an unsatisfactory response to the issue
I am unaware of the initial notices to which you received no response so an email address has been provided to an address that is monitored more than time dailyThis should eliminate the issue of correspondence being sent generally to the company and never received or misplaced
The customer order was submitted via the internet on Sunday, processed on Monday, the next business dayThe product was sent day shipping on 11/30/via FedExOn Monday, FedEx attempted to deliver it; however the tracking shows the customer was not available for delivery & it required a signatureIt was then successfully delivered on Tuesday 12/05/Since the consumer does not explain the chocolate arriving in a "non-acceptable" state, I cannot determine if this was a FedEx issueprotocol is that if there is a known delay, we discuss it with the customerIf a consumer does have an issue, contacts customer service & does not feel the issue has been resolved to their satisfaction, they are allowed to speak with a manager
Again, I apologize that the consumer was not happy with his order or service & apologize that he was not allowed to escalate his issue & speak to someone elseThese issues been addressed with the office staff
Although the customer states he will never purchase from our company in the future, I hope that he will allow us to make this right by resending his order at no charge so that his father receives it during the week and even give us another chance in the futureI welcome the consumer to contact us and speak to me directlyThank you