Diaz Produce Stand, Inc.

October 29, 2015Revdex.com Serving New Mexico and Southwest Colorado 7007 Jefferson St NE Ste A Albuquerque, NM 87109 Phone ###-###-####Fax ###-###-#### Dear Revdex.com: This letter is in response to the complaint submitted on 1.0/14/2015 with an assigned ID of [redacted]...

([redacted]). The details of this matter are as follows: On 8/17/2015 the customer placed an order for the shipment of 35 pounds of Big Jim green chile costing a total of $62.70 (attachment A). On 8/24/2015 the order was shipped and the customer was notified of the shipment including tracking information (attachments A & C). On 8/28/2015 the customer notified us via email that he had received his shipment with spoilage (attachment C). Although the customer indicated that he could salvage some of the chile on 8/30/2015 and that "the final total was 40% bad," we agreed to provide a full refund in the amount of $62.70 (attachment C). On 9/1/2015 the customer was notified that his refund was being processed and we asked that he notify us if he did not receive the refund by the end of the week (attachment C). On 9/2/2015 the order status for this shipment was updated to "refunded" in the online store records (attachment A). On 10/12/2015 the customer notified us that he had not received a refund. Once we confirmed that the refund had fully not processed, a refund was issued in [redacted] on 10/14/2015. The refund transaction details from [redacted] are included in attachment B. Comments regarding this matter: The majority of shipments we send out each season arrive in great condition. However, given the nature of shipping perishable goods, there are occasionally orders that do not weather the shipping process. In situations where there is an issue, we work with the customer to determine a solution. If it is determined that a refund is the appropriate solution, the refund is typically issued within a week. We take full, responsibility for not ensuring the refund was appropriately processed in a timely manner via both the online store and [redacted] systems. Although this has not been an issue otherwise, we are setting new procedures in place to ensure this does not occur again in the future. If you require additional information or have any questions, you may contact me at ###-###-#### or contact our Office Manager Maggie D[redacted] via email at [redacted]. Sincerely,Eddie D[redacted] Diaz Farms, Owner