Etronics

Hi, The order was placed on May [redacted] which was Saturday, On Monday we imported the order into the system and allocated it to be sent to the warehouse By Tue (which is the second business day) the order was scanned and placed on the belt for [redacted] pick up (see attached [redacted] number and scan date)Unfortunately (as later discovered) the package fell off the conveyor and never made it to the [redacted] truck and was left unnoticed under the belt [redacted] called Friday 5/ [redacted] to alert us that the tracking we gave her is not moving at which point an investigation was started at the warehouse to figure out if the package was lost via [redacted] or at our warehouseat this point the package was not located and a tracer with [redacted] has been started.in the past we have seen many times where [redacted] misses it's first scan and after it reaches the next [redacted] hub the scan shows up we were hoping it would show up at the next hub over the weekendWhen there was still no scan at any hub, [redacted] called back on Monday 5/ [redacted] she demanded to speak with a [redacted] , and she was immediately transferred to [redacted] *the [redacted] on call, We have apologized to [redacted] profoundly and offered a Free Shipping upgrade [redacted] made it very clear to to Sean that if the package did not ship then she wants it cancelled, she repeated it multiple times, she was very clear that if it didn't ship , she n longer wants it and she wants the order cancelled.In the mean time the investigation at the warehouse uncovered the package under the belt and per the instruction of the customer the order was cancelled and the money refunded immediately (please see attached [redacted] confirmation) of the refund on 05/**.After the order was canceled and refunded [redacted] called back a few hours later to demand that we "DO" in fact ship the the order at which point it was too late, because the money has been refunded, the order was already voided in the system and the item was returned to the original vendor, [redacted] again demanded to speak to boss, who was not on site and was transferred to the [redacted] on call [redacted] who explained that order was voided per her request and the funds have been refunded.and the order can no longer be fulfilled(Please see attached screenshot showing item not in stock) at which point she became very hostile and made threats of reporting us to the Revdex.com etc.We consider the matter resolved as the order was cancelled and all Money Refunded(please see attached)