Eagle Mountain Flag and Flagpole Company

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.
Additionally, I would like to recommend that eagle
mountain's customer service is far below the industry's standard and requires
immediate improvement. The order was placed via phone to a customer sales
representative which stated the order required approximately two weeks to the
time of delivery. Under the assumption that eagle mountain will have a
difficulty tracking the order to an APO address, I did not request a specified
date of delivery. However, I did not know that eagle mountain will use my
sympathy as a casing point for this disagreement. Regardless, I accept eagle
mountain's proposal and I am glad this matter is resolved.
Regards,
[redacted]

Eagle United U.S.A. Inc.DBA Eagle Mountain Flag &
Flagpole[redacted]...

[redacted]###-###-####                             ...⇄ June 12, 2015[redacted]Dear Ms [redacted]:Eagle Mountain Flag and Flagpole
has received your letter concerning the complaint that was submitted on
6/5/2015 and assigned an ID of [redacted].  Response to Customer’s
Statement of the Problem:On 5/8/2015 Eagle Mountain
flag received an order for a custom [redacted] flag (flag made to customer’s
requirements with their specific information). 
The ship to address given to our company was a military APO.  Shipping to an APO requires the use of USPS
delivery.  The destination of the APO is
not known by the shipper and tracking is not available once the package is
delivered to the APO.  The APO then
forwards the package to its destination overseas. The sender has no way of
knowing the length of time it will take the package to get to the
destination.  Before placing the order an
e-mail was sent to the customer stating:On 07 May 2015, at 19:34, [redacted] <[redacted]@eaglemountainflag.com>
wrote:Custom
flags are running at least 2 weeks right now. It is our busy season. I
will need to receive payment so I start the order. The shipping will be 15.00,
making the total 154.90Please
contact me soon so I get this to production for you.At the time of order the
customer did not state that they needed the flag by a certain date.  The flag shipped in 3 ½ weeks from the date
of the order.  The customer contacted our
company once 3 weeks had passed and was upset he had not received the
flag.  During this conversation was the
first time we were made aware that the flag was for an event occurring that
week.  We shipped the flag to the APO as
requested, but as stated above, we have no control of the delivery time from
the APO to its destination.At this time we believe the
dispute has been resolved in a mutually satisfactory manner.  The customer has received a full refund for
the flag and shipping costs.  The flag
has been shipped and he should receive delivery from his APO.  Our company would like the customer can keep
the flag at no cost to him.We apologize for any miss
communication or miss understanding.  It
is our hope that the customer will be satisfied by our company’s decisions to
allow him a full refund and to keep the flag.Sincerely,[redacted]Treasurer