CW Botanicals

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Dear ***,I am writing in response to the complaint referred above. After investigating the customer's claims, we have discovered that IT errors had prevented the original order and manual order from shipping out as promised by our Customer Care team and apologize for any inconvenience
this may have caused Mr.***. We truly appreciate the opportunity to rectify this for Mr.*** and have provided a full refund back to the card used for purchase. A credit transaction has been emailed to him directly. In light of this situation, we have narrowed down this isolated event and can assure this will not take place on any future orders that Mr.*** would like to make. Seeing that the customer has been inconvenienced by this shipping delay, and that he has also missed some of his vacation, we have also placed together a personalized care package to be mailed to him directly This will ship out by tomorrow, where Mr.*** will receive a tracking number at this time.We truly take pride in customer satisfaction, and hope we were able to rectify this for the customerWe welcome the opportunity to resolve any other outstanding complaints provided by Mr.***, and if none, we would like to consider this case closed. Best Wishes,CW Customer Care Manager

The return policy for CW Botanicals is to provide a full refund and free return shipping for any product within 7 days of shipping delivery. The customer reached out to us 5 months after the product was purchased.At the time that this issue was brought to our attention, five months had passed since...

the customer purchased the product, and 4 months since the alleged health issues arose. This is significantly beyond the timeframe that we set for refunds and returns, which is why the request for a refund or a replacement was originally denied. This policy is well documented on our website: https://cwbotanicals.zendesk.com/hc/en-us/articles/211653207-What-is-your-refund...⇄ took the complaint that the product had gone rancid and caused adverse reactions very seriously, and suggested that the customer share their story with the Quality Assurance team that works in our production laboratory. Instead, the customer demanded a either a full refund or a replacement product up front. After reviewing the recordings of the phone calls with the customer, the allegations that the customer service manager showed"no concern" for the alleged reactions is simply not true. He directed the customer to share the story with the Quality team, who would then investigate the situation. He was very sympathetic and open to hearing the customer's complaints. However, at that time, our list of solutions did not include a refund for the product or a replacement. If, after investigation, we found evidence to suggest any defect or flaw in the product, we would have certainly provided either of these solutions.Once the product leaves our facility, we have no way of guaranteeing that it will not become contaminated or altered by circumstances beyond our control. We do, however, test all of our products at independent laboratories to check for the following:IdentityPotency (Cannabinoid Profile)Residual SolventsMicrobial ContaminantsAerobic Plate CountYeast and MoldsColiformsSalmonella sppEscherichia coliAflatoxinsHeavy MetalsInorganic ArsenicCadmiumLeadMethyl MercuryPesticidesIf any batch of the product fails any of these tests, it is scrapped and not sold to the public. The testing results for every one of our batches are available on the company's website: http://cwbotanicals.com/customer-certificatesWe fully believe that the product we sent to the customer was of the highest possible quality. The reason that we discontinued the product that the customer purchased was not out of concern for quality. Rather, it was a customer service issue. Many of our customers did not appreciate the fact that coconut oil is solid at room temperature, which was an issue that caused a great deal of inconvenience. The product that the customer purchased included the same whole plant hemp extract that is found in all of our other products.In light of all of this, we believe that the customer service team acted appropriately and provided the customer with an avenue for properly investigating any issues that might have occurred with the product. However, we work very hard to provide top-level service and a great customer experience. Out of consideration for the alleged health issues that the customer experienced, as well as the frustration that our policies caused for the customer, we have provided a full refund for this order.

To whom it may concern,I am writing in response to the complaint referred above. After investigating the customer's claims, we have discovered that IT errors had prevented the original order from shipping on the desired date and apologize for any inconvenience this may have caused...

Mr.[redacted]. We truly appreciate the opportunity to rectify this for Mr.[redacted] and have provided a full refund back to the card used for purchase and have also shipped out this package on 3/23 with Next Day air so he would receive it by 3/24.  A credit transaction has been emailed to him directly. In light of this situation, we have narrowed down this isolated event and can assure this will not take place on any future orders that Mr.[redacted] would like to make. In regards to our delay of reply, we have also hired on more Customer Care Representatives to answer all of our customer's concerns and inquiries in a timely manner. Seeing that the customer has been inconvenienced by this shipping delay, we have also sent him an email to include a discount for his next order as well. We truly take pride in customer satisfaction and hope we were able to rectify this for the customer. We welcome the opportunity to resolve any other outstanding complaints provided by Mr.[redacted], and if none, we would like to consider this case closed. Best Wishes,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They did finally get in touch after a week of no contact and overnighted and refunded the order as well as supplied a 10% off coupon code. I find it unreasonable that they allowed their customer service queue to back up for a week, forcing me to finally file a chargeback before receiving a response, so I won't be ordering again but the immediate issue of my outstanding order has been resolved.
Sincerely,
[redacted]

Dear [redacted],I am writing in response to the complaint referred above. After investigating the customer's claims, we have discovered that a tracking number was never provided to the customer. A replacement package was placed on the 6th and should be delivered within 3-5 business days. We are not...

only very apologetic that Mr. [redacted]'s original order did not ship out as intended, we also appreciate the opportunity to rectify this for Mr.[redacted] and have decided to additionally compensate this customer by placing an extra order of the same product and retail value at no charge. The new order number has been emailed to Mr.[redacted].We also have a map located on CWHemp.com where Mr.[redacted] can view retail locations near him that carry CW Hemp. This might be a beneficial way for Mr.[redacted] to purchase his products in the future and receive them on demand if needed.We truly take pride in customer satisfaction and hope we were able to rectify this for the customer. We welcome the opportunity to resolve any other outstanding complaints provided by Mr.[redacted], and if none, we would like to consider this case closed. Best Wishes,Amanda

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].   I would like to extend my gratitude for my refund. Thank you.
Respectfully yours,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]