Epic Bar

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 Regards, [redacted] ***

EPIC customer *** *** has been contacted and has confirmed receipt of our apology and explanation We were able to provide the following explanation, and have removed the record of debt from her account Additionally, we felt it only necessary to send out free product in addition
to our apology to make up for this error on our part
Our accounting records were incorrect due to her order being entered manually during a software integration with our Quick Books system The order was never matched to the credit card payment we received, and her order was in fact paid in full
*** has acknowledged receipt of our explanation and apology and has accepted our apologies and peace offering of product to remedy the situation She stated she fully intends on continuing to be a loyal consumer and thanked us for reaching out

EPIC customer [redacted] has been contacted and has confirmed receipt of our apology and explanation.  We were able to provide the following explanation, and have removed the record of debt from her account.  Additionally, we felt it only necessary to send out free product in addition to...

our apology to make up for this error on our part Our accounting records were incorrect due to her order being entered manually during a software integration with our Quick Books system.  The order was never matched to the credit card payment we received, and her order was in fact paid in full. [redacted] has acknowledged receipt of our explanation and apology and has accepted our apologies and peace offering of product to remedy the situation.  She stated she fully intends on continuing to be a loyal consumer and thanked us for reaching out.

It appears this is our first Revdex.com complaint to my knowledge.  We have produced and shipped millions of bars over several years and to be receiving our first complaint filed with Revdex.com is a testament to our standards for quality and food safety.  We have...

certifications from an array of governmental and non-governmental bodies and are regulated with routine checks and procedures to ensure cleanliness and safety.  As required by the FDA and USDA we have a HACCP plan in place (Hazard Analysis and Critical Control Points) to prevent quality issues. Further, an inspector with the USDA is present onsite for production of meat-based products.  We take any complaint seriously and request bars back so that we can identify the lot # and track that back to the time it was produced, what conditions in the plant existed at that time and even who may have been on the line so that we can evaluate all potential factors.  For example, based on the photo provided this very well could be a bison hair, which would be unusual, but potentially an issue we would address with the meat supplier.  Unfortunately, in resolving this matter with the customer it appears our employee forgot to include the postage paid envelope to obtain returned product so that we may conduct such an investigation. This deviation from process in our customer service department has been addressed with the employee, however, this is an easily curable accident and not one that represents a critical customer service problem.According to our records we responded to this complaint within 24 hours which is our target and usually very much appreciated by customers. As part of our process this customer received 4 bars from us to replace the 1 bar she had an issue with.  It seems this complaint revolves primarily around the issue of how much replacement product was provided and whether it was favorable in the opinion of the customer.  We always aim to please with our peace offering and in our experience most customers are thrilled with not just a replacement but actually getting four times what they purchased. Even though this is our first case of dissatisfaction for receiving free product, we believe everyone is entitled to an opinion.We agree this whole issue is very unusual for us and extremely unfortunate. We would like to support a quick resolution on this matter as we value every customer.  We certainly hope for the opportunity to earn back the customer’s trust and confidence. As she indicated we sent a thank you note and we mean just that.  We don’t set out to have quality issues and fortunately they are rare.  In those unfortunate instances where there is an issue we always appreciate customers who work with us so that we can make it right.

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.
Regards,
[redacted]