Dolphin Winder LLC

Revdex.com Case# [redacted] ***, Winder Farms Account# [redacted] Winder Farms did not receive any notice from you that you wished to discontinue servicesInstead the 8/6/15, 9/1/15, and 10/6/(totaling $56.46) deliveries failed to clear the Visa Card provided for that purpose Your account was then deactivated after five weeks without contact from you, and failure to update the payment method on fileOn 12/07/15, your account was charged the early cancellation fee ($29.99) for failing to meet the delivery agreement that was part of the terms and conditions of the New Customer Agreement you signed when you enrolled in home delivery services on 10/09/ After months without a response or contact we have sent the balance due to the Cherrington Firm 801-437- for collections proceedingsAny further dispute or adjustment of these charges due must be conducted through the Cherrington Firm

Dear Mrs [redacted] ***, We are sorry to hear that you had a negative experience starting your Winder Farms home delivery account As of your telephone call to our Customer Sales and Service team on 12/23/at 08:AM, a credit for a $promotion for free groceries and a refund to the credit card provided for that purpose has been issuedPlease be aware that your financial institution has the ability to withhold funds from use for up to thirty days after a refund and that Winder Farms has no control or impact upon that timeframe As of this time, due to your negative experience, your Winder Farms account has been closed and no Early Cancellation Fee based upon failing to keep the delivery agreement will be assigned to your account The remaining balance on your account after the refund of charges is $11.08, constituting the difference between the charges and Utah State taxes for the products delivered on 12/14/2015, the delivery fee, and the credit for $This amount will be automatically charged to the payment credit card on fileCredit will be given for return of the two Winder Farms Cooler Bag deposits that were charged as part of the first delivery when those bags are returned If you have further questions or concerns please feel free to contact Winder Farms Customer Sales and Service Team at ###-###-####, or ###-###-####, you can find our holiday hours of operation on our website www.winderfarms.com/conta Again, we are sorry to hear that you had a negative experience, should you decide to try our home delivery service again in the future please feel free to contact us Holiday cheer and regards, Rhett *B [redacted] Customer Experience Manager, Winder Farms, Inc O: ###-###-#### O: ###-###-#### Reference acct# [redacted]

Mr***, I am sorry to hear all of the problems you encountered with our service; and the frustration it has caused you I show that you spoke with Michela, one of our Customer Service Reps on Monday, May During your conversation with Michela I show that your account was closed out, and your Early Cancellation Fee was waivedMichela notated that all concerns were addressed – I wanted to reach out to you and confirm that your issues have been resolved Please let me know if there is anything else I can help you with Thank you!

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] ***

I called and spoke with Linda *** and we will not be charging her for the termination feeShe and I also addressed her concerns with warm/thawed product and I will email the drivers managers in CA to make sure our truck refrigeration is working correctly. In addition to those items I have
emailed the original complaint to the sales reps manager and he will address the sales process with herAt this point I feel like we have taken care of Linda and would like to ask that this claim be closed.Sincerely, Julie ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I was impressed by the phone call from Winder Farms. She could not have been more respectful of my concerns and more anxious to make some changes on their part to make the process easier for future customers. I am definitely satisfied
Sincerely,
Linda ***

Complaint: ***
I am rejecting this response because:I contacted Chase Bank and they confirmed that they never rejected a withdrawl of the amounts mentioned by Wilder Farms on the dates mentioned.They also informed me that they would not have a reason to reject any of their amounts as I had the funds and my account number did not changeThe only amount that I feel responsible for is the amount that is owed for not staying within the deliveries as contractedI will contact the Cherrington Firm to adviseThe Winder Farm did not bill me and I never had any idea that this money was owed until nowThat is an unacceptable business practiceI should not have late fees when I was not billed.
Sincerely,
*** *** ***

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

Dear [redacted],
We are sorry to hear about your father's health issues; we wish him the best. We are pleased to hear that you have a desire to receive Winder Farms products.
Sadly, we are unable to provide home delivery service to your residence. We have processed a refund of the initial Sign-Up...

fee that was charged for $16.03.
Because we are unable to provide home delivery service to your residence we are unable to provide you the credits and/or free groceries that you have requested, but we invite you to enjoy delicious Winder Farms products from local retail grocers like Harmon's, Sprouts, Smith's, or Target.
We are sorry for any confusion or undue concern this situation may have caused and wish you and your father all the best.
To ensure any and all of your questions are answered correctly and in a timely manner, I will personally answer and help you. Should you have any further questions you are welcome to call my direct telephone number at ###-###-####, Monday - Friday 9 am to 5 pm MT. You may also call our main Headquarters primary business line at ###-###-#### and your call will be directed to me for assistance.
Regards,
Rhett *. B[redacted]
Winder Farms Customer Experience Manager
###-###-####
###-###-####
[redacted]

Dear Mrs. [redacted],
We are sorry to hear that you had a negative experience starting your Winder Farms home delivery account.
As of your telephone call to our Customer Sales and Service team on 12/23/2015 at 08:40 AM, a credit for a $50 promotion for free groceries and a refund to the...

credit card provided for that purpose has been issued. Please be aware that your financial institution has the ability to withhold funds from use for up to thirty days after a refund and that Winder Farms has no control or impact upon that timeframe.
As of this time, due to your negative experience, your Winder Farms account has been closed and no Early Cancellation Fee based upon failing to keep the 40 delivery agreement will be assigned to your account.
The remaining balance on your account after the refund of charges is $11.08, constituting the difference between the charges and Utah State taxes for the products delivered on 12/14/2015, the delivery fee, and the credit for $50. This amount will be automatically charged to the payment credit card on file. Credit will be given for return of the two Winder Farms Cooler Bag deposits that were charged as part of the first delivery when those bags are returned.
If you have further questions or concerns please feel free to contact Winder Farms Customer Sales and Service Team at ###-###-####, or ###-###-####, you can find our holiday hours of operation on our website www.winderfarms.com/contact-us
Again, we are sorry to hear that you had a negative experience, should you decide to try our home delivery service again in the future please feel free to contact us.
Holiday cheer and regards,
Rhett *. B[redacted]
Customer Experience Manager,
Winder Farms, Inc.
O: ###-###-####
O: ###-###-####
Reference acct# [redacted]

Mr. [redacted],   I am sorry to hear all of the problems you encountered with our service; and the frustration it has caused you.   I show that you spoke with Michela, one of our Customer Service Reps on Monday, May 22. During your conversation with Michela I show that your account was closed...

out, and your Early Cancellation Fee was waived. Michela notated that all concerns were addressed – I wanted to reach out to you and confirm that your issues have been resolved.   Please let me know if there is anything else I can help you with.   Thank you!

Revdex.com Case# [redacted],
Winder Farms Account#  [redacted]. Winder Farms did not receive any notice from you that you wished to discontinue services. Instead the 8/6/15, 9/1/15, and 10/6/15 (totaling $56.46) deliveries failed to clear the Visa Card provided for that purpose....

Your account was then deactivated after five weeks without contact from you, and failure to update the payment method on file. On 12/07/15, your account was charged the early cancellation fee ($29.99) for failing to meet the 24 delivery agreement that was part of the terms and conditions of the New Customer Agreement you signed when you enrolled in home delivery services on 10/09/14.
After 12 months without a response or contact we have sent the balance due to the Cherrington Firm 801-437-4995 <www.cherringtonfirm.com> for collections proceedings. Any further dispute or adjustment of these charges due must be conducted through the Cherrington Firm.

[redacted],
I responded to your Yelp feedback this morning and you can expect a call from myself of Allie today, in case you haven't seen the message from Yelp here are the basics:
We're sorry! We came across your phone call to our customer service rep this morning as part of our quality assurance...

program and flagged the call for a manager callback. We didn't handle your situation or your phone call in an acceptable manner.
This really should have been  simple fix for our rep: an explanation, credit of the Signup Fee ($16.03), and an apology for everything not going smoothly; or failing that we should have offered to waive the cancellation fees with the return of the cooler. But our mishandling of your call created a customer experience nightmare for you.
Instead of helping and making the situation better, we made an unfortunate circumstance into something worse. 
Based upon the phone call I completely understand your unwillingness to give us a chance to keep your business.
Rest assured that you will not be charged the cancellation fee. We are also happy to refund your entire cost of $41.97 (16.03 signup fee, and 25.94 products delivered) and schedule a driver pick-up of the cooler and glass milk bottle for 04/14/16. When we speak we can get the credit/debit card number to which you would like the amount refunded.
Again, we are sorry for the unfortunate circumstances and look forward to speaking with you directly.

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]