[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while the details provided are not 100% correct(for 1, none of the 3 shipments were sent via USPS, they were shipped with [redacted] which wasn't providing adequate information on their tracking database hence my request for another carrier), a refund(which should never have been contested by the company) has been issued and that is satisfactory to me.
Regards,
[redacted]
To Whom It May Concern
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1) The merchant provided a refund to the customer on 12/10.
2) Because of our experience with the vagaries of USPS delivery, it's our policy only to reship lost packages if they have not been received in 15 business days. (Delivery typically takes 4-10 business days, but there is the occasional outlier package, and this is the time of year when we expect to see that increase, considering the uptick in mail volumes starting in November.) The customer service representative misunderstood the customer's first query, on November 20, as being about a delay instead of a delivery to a wrong address. For that, we apologize.
3) Part of the difficulty in addressing the customer's problem is that their address information was correct in our ordering and warehouse system; the incorrect address was a "correction" being done by our shipper. As far as we can tell, USPS has, in fact, noted the incorrect address information on the original order sent, and delivered it correctly on 12/13. Further, the first reshipment is also in the process of being rerouted to the customer's address. USPS routinely provides this sort of address correction, and that is why our policy is typically that the customer will receive their refund when we get the returned product; because the post office may belatedly deliver it to the customer instead of returning the product to us.
4) We were not able to offer the customer delivery by an alternative shipper because, by the time she requested that, we had already sent the second reshipment, this time making sure that our shipping service would not change the address. Anticipated delivery is 12/16, 5 business days after it was sent.
Please let us know if there is further action required by the merchant to resolve this complaint.
Jim Z[redacted]
Director of Operations
Eagle Wellness / Salem Eagle
Eagle Products, LLC.
[redacted]@eaglepub.com
###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while the details provided are not 100% correct(for 1, none of the 3 shipments were sent via USPS, they were shipped with [redacted] which wasn't providing adequate information on their tracking database hence my request for another carrier), a refund(which should never have been contested by the company) has been issued and that is satisfactory to me.
Regards,
[redacted]
To Whom It May Concern
rgb(255, 255, 255);">
1) The merchant provided a refund to the customer on 12/10.
2) Because of our experience with the vagaries of USPS delivery, it's our policy only to reship lost packages if they have not been received in 15 business days. (Delivery typically takes 4-10 business days, but there is the occasional outlier package, and this is the time of year when we expect to see that increase, considering the uptick in mail volumes starting in November.) The customer service representative misunderstood the customer's first query, on November 20, as being about a delay instead of a delivery to a wrong address. For that, we apologize.
3) Part of the difficulty in addressing the customer's problem is that their address information was correct in our ordering and warehouse system; the incorrect address was a "correction" being done by our shipper. As far as we can tell, USPS has, in fact, noted the incorrect address information on the original order sent, and delivered it correctly on 12/13. Further, the first reshipment is also in the process of being rerouted to the customer's address. USPS routinely provides this sort of address correction, and that is why our policy is typically that the customer will receive their refund when we get the returned product; because the post office may belatedly deliver it to the customer instead of returning the product to us.
4) We were not able to offer the customer delivery by an alternative shipper because, by the time she requested that, we had already sent the second reshipment, this time making sure that our shipping service would not change the address. Anticipated delivery is 12/16, 5 business days after it was sent.
Please let us know if there is further action required by the merchant to resolve this complaint.
Jim Z[redacted]
Director of Operations
Eagle Wellness / Salem Eagle
Eagle Products, LLC.
[redacted]@eaglepub.com
###-###-####