DW Mail, LLC

We have been pleased to have [redacted] as a client and we are sorry to have our relationship working with [redacted] end in this wayHowever, at the time of beginning a relationship with [redacted] we were never asked to monitor expiration datesAs we are not setup for this type of monitoring, we may have not accepted them as a client if we had been aware of this requirementFurther, we were never asked to manage expiration dates or provided specific instructions on how to manage products approaching expiration dates after the contract beganWe also made no offer to manage expiration datesThere is no mention of the ongoing management of expiration dates in the proposal, contract, or email communications between our organizationsWe do use a first in first out inventory management system to ensure that the oldest inventory is shipped firstWe have reviewed our procedures in this case and verified that we have in fact used this first in first out method for [redacted] Our mutual contract states, “The Fulfillment Provider is not responsible for damage to the Company’s property while in its care, custody, or control.” The contract does go on to describe that should the damage to product be the liability of DreamWise damages would be limited to the amount recoverable from our insuranceWe deny that the damage to [redacted] ’s product is our liability as we were never asked, nor did we ever offer to monitor expiration dates Our email records show that Dr [redacted] was emailed access information to her client portal, which provides her access to inventory information, on September 14, We don’t show any further record of Dr [redacted] requesting inventory information regarding her productWe do have records, however, that [redacted] contacted Wendy F [redacted] on October 4, and again on February 20, regarding inventoryIn both instances, Ms [redacted] asked if she had any product close to expiring MsF [redacted] responded to the first request on October 5, with a list of expired products and a time was scheduled for Ms [redacted] to pick up those items for use in their Clinic In regards to the contact on February 20, 2018, MsF [redacted] was delayed in responding to this email and did not respond until February 27, 2018, when Ms [redacted] was again alerted of expired products We do acknowledge that we did not act as promptly as we should have in responding to the February 20th email and as a resolution we are offering to not invoice or collect for any of the services we provided in February or March Finally, in regards to Dr [redacted] ***’s claim that she made many attempts to explain her point of view to DreamWise and that we hung up on her and refused further communication, we have not spoken with Dr [redacted] regarding this issue at allWe had a conversation on the morning of March 1, with [redacted] and as that conversation was going poorly asked that we schedule a call for later that afternoon when everyone was a bit calmerWe had a lengthy conversation with Ms [redacted] in the afternoon on March 1st and were able to understand in detail her concerns and also explained our positionAs we were not making progress toward a resolution during the call we recommended that we provide each other follow up with documentation via email and did not ever say that we refused further communicationAfter making numerous attempts to end the call without success we stated that we were ending the call and would follow up via email and hung up

Complaint: [redacted]
I am rejecting this response because: While I appreciate finally receiving a response from DreamWise, we are still standing by our issue with DreamWise Marketing. [redacted] and [redacted] both spoke with multiple people regarding this issue and were laughed at, spoken down to, hung-up on, and spoken over. The customer service that we have received is completely unacceptable. We reached out as customers with a problem and the reason that a solution was not found was because DreamWise continued to say that they were not going to do anything to solve the problem because it was not their problem and they did not have time to deal with this issue. The response was then to hang-up the phone while [redacted] was still speaking. Our contract also states that "Fulfillment provider agrees to make available to company its services, which includes set-up of fulfillment services; obtaining orders; pick, pack, and shipping orders; reporting and inventory management." It also states that Dreamwise will, "Maintain inventory accuracy to a 95% or better." and "Pick, pack, and ship orders with a 99% or better accuracy. Note that DreamWise will incur the shipping cost for any mistakes made by Dreamwise." Inventory management was not defined and was assumed to include the monitoring of the food products expiration dates, which are clearly printed in multiple areas of all products in store. This obviously was completely ignored, because expired food products were shipped out on multiple occasions. Wendy also was more than happy to bring up and speak on behalf of [redacted] during her conversation with [redacted] regarding the issue of expired product. [redacted] did tell Wendy during the October encounter that she needed information regarding the expiration dates and that when things came close to expiring that that [redacted] would come and pick them up from DreamWise when she was notified of them.  When this was mentioned during [redacted]'s phone call the only response was, "Well do you have that in writing because Wendy doesn't remember that."For a company that mentions how they have world class customer service is and how important communication is to them, we have struggled to experience that. Instead, we were left with over $2,000.00 in lost inventory and only the option to communicate via e-mail, which was proven to not be an effective method of communication. 
Sincerely,
[redacted]

We have been pleased to have [redacted] as a client and we are sorry to have our relationship working with [redacted] end in this way. However, at the time of beginning a relationship with [redacted] we were never asked to...

monitor expiration dates. As we are not setup for this type of monitoring, we may have not accepted them as a client if we had been aware of this requirement. Further, we were never asked to manage expiration dates or provided specific instructions on how to manage products approaching expiration dates after the contract began. We also made no offer to manage expiration dates. There is no mention of the ongoing management of expiration dates in the proposal, contract, or email communications between our organizations. We do use a first in first out inventory management system to ensure that the oldest inventory is shipped first. We have reviewed our procedures in this case and verified that we have in fact used this first in first out method for [redacted].   Our mutual contract states, “The Fulfillment Provider is not responsible for damage to the Company’s property while in its care, custody, or control.” The contract does go on to describe that should the damage to product be the liability of DreamWise damages would be limited to the amount recoverable from our insurance. We deny that the damage to [redacted]’s product is our liability as we were never asked, nor did we ever offer to monitor expiration dates.   Our email records show that Dr. [redacted] was emailed access information to her client portal, which provides her access to inventory information, on September 14, 2017. We don’t show any further record of Dr. [redacted] requesting inventory information regarding her product. We do have records, however, that [redacted] contacted Wendy F[redacted] on October 4, 2017 and again on February 20, 2018 regarding inventory. In both instances, Ms. [redacted] asked if she had any product close to expiring.  Ms. F[redacted] responded to the first request on October 5, 2017 with a list of expired products and a time was scheduled for Ms. [redacted] to pick up those items for use in their Clinic.   In regards to the contact on February 20, 2018, Ms. F[redacted] was delayed in responding to this email and did not respond until February 27, 2018, when Ms. [redacted] was again alerted of expired products.  We do acknowledge that we did not act as promptly as we should have in responding to the February 20th email and as a resolution we are offering to not invoice or collect for any of the services we provided in February 2018 or March 2018.   Finally, in regards to Dr. [redacted]’s claim that she made many attempts to explain her point of view to DreamWise and that we hung up on her and refused further communication, we have not spoken with Dr. [redacted] regarding this issue at all. We had a conversation on the morning of March 1, 2018 with [redacted] and as that conversation was going poorly asked that we schedule a call for later that afternoon when everyone was a bit calmer. We had a lengthy conversation with Ms. [redacted] in the afternoon on March 1st and were able to understand in detail her concerns and also explained our position. As we were not making progress toward a resolution during the call we recommended that we provide each other follow up with documentation via email and did not ever say that we refused further communication. After making numerous attempts to end the call without success we stated that we were ending the call and would follow up via email and hung up.