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Revdex.com: I have reviewed the response submitted by the business in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedAs the business is refunding my money, I have no choice but to accept the responseI wish the business had made the response without being insulting or demeaning to me in stating that I would not have been happy with any responseTo have it slide off the wall, breakage is NOT the expected outcomeI would have been more than happy if the company had simply stood behind their productIt is ridiculous that I had to go through four "customer support" people and a complaint via the Revdex.com to even get this responseAnd to state that they did not tell the manufacturer not to issue a refund is simply not trueI know what I heard from the manufacturerI think King Arthur would have been better served by simply saying "I'm sorryWe messed up." I have been a loyal customer who bought exclusively from them, and have recommended them to numerous peopleIt hurts to be treated that way and they have lost my loyalty and recommendationThis was never about the money - it was about whether they stood behind their products and valued their customers Regards, [redacted] ***

We're very sorry for the confusion surrounding your [redacted] purchasesWhile your first [redacted] was purchased at the regular price, the second two [redacted] s were purchased during a special 2-day promotion ( 11/20-11/21) which offered 15% off the MK [redacted] We do try to honor our promotions within hours before or after the promotion period, for those who just missed it by a day, but since you purchased the first [redacted] on 11/7/17, this courtesy extension of the promotion is not applicableOn the other hand, you received a great price on [redacted] s, which is an item that is rarely offered at a sale price! Again, I apologize for the confusion and hope this clarifies our promotion policies

Mr [redacted] is correct in regards to see an ad on [redacted] I am one of the respondents to his questions via email and stated that we do not have a free shipping promotion currently running and do not advertise directly on [redacted] Upon receipt of this complaint, I took the time, which I should have done initially, to see if I could find the ad on [redacted] and indeed I did.I have contacted our Web Marketing team to find out what is going on - regretfully they were not available today I have proceeded and issued a refund in the amount of $to Mr [redacted] to reimburse for the freight added to his order, and an additional $as an apology.We are sorry this happened, it was not our intention, and we will get this corrected [redacted] Customer Support Manager

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

After the customers original contact on 1/4, we received no additional information on how they wanted to proceed(i.eadditional car, credit) We have no additional emails or phone calls from them on record to substantiate the claims in the complaint On 1/we refunded the customers money to their original payment method, called them and let them know The Operations specialist mentioned in the complaint resolved and was the one to contact to avoid further confusion

We did receive the item back from *** *** and credit for the price paid for the item was refunded against the original form of payment. This was done on 9/27/16. We do not reimburse for shipping costs for items returned to us unless we have requested that the item be
returned. If this customer had contracted us prior to returning the item, it is likely we would have advised them to dispose of them and we would issue credit. In regards to the picture being misleading, the test associated with the item clearly indicated that this is a PLATE which is used with a waffle maker to convert it from waffles to toasted sandwiches (panini). In related products on this same page is the *** Waffle Maker at $which these plates are designed to fit. Also on that page is the Waffle Plates which would crated a traditional waffle rather than the Belgian waffle.I have issued the shipping amount the customer is looking for, however, again if we had been contacted and wanted the item back we would have issued a call tag with *** so that our discounted freight rates would be applied

Revdex.com:
I have reviewed the response submitted by the business in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. As the business is refunding my money, I have no choice but to accept the responseI wish the business had made the response without being insulting or demeaning to me in stating that I would not have been happy with any responseTo have it slide off the wall, breakage is NOT the expected outcomeI would have been more than happy if the company had simply stood behind their productIt is ridiculous that I had to go through four "customer support" people and a complaint via the Revdex.com to even get this responseAnd to state that they did not tell the manufacturer not to issue a refund is simply not trueI know what I heard from the manufacturerI think King Arthur would have been better served by simply saying "I'm sorryWe messed up." I have been a loyal customer who bought exclusively from them, and have recommended them to numerous peopleIt hurts to be treated that way and they have lost my loyalty and recommendationThis was never about the money - it was about whether they stood behind their products and valued their customers
Regards,
*** ***

Revdex.com:
I did receive the refund that I requested on January 17thI feel this situation was resolved to my satisfaction, but I am disappointed in King Arther Flour that something that should have been handled as a common customer service request required me to contact you for the company to take any action.Thank you for your help
Regards,
*** ***

While we understand the customer's disappointment with a broken stone, this is not wear and tear and does not fall under the manufacture's warranty. Having a ceramic stone product 'fall' or slip' from being against a wall - and the item being a fragile product - breakage
would be a viable outcome. Had the customer simply said it was cracked and not provided all the details, he might have been better off. Regardless, we have issued credit for the price of the item. $is being credited back against the original form of payment.We did not advise the manufacturer to not honor his request. It was their decision that it was 'user error' and that it did not fall under their warranty. We will not be receiving any refund to us from the supplier, the entire cost will be absorbed by King Arthur.In regards to the customer service level, I believe since the customer we as not hearing the answer he was seeking, there was no way he would be pleased with any responses

After the customers original contact on 1/4, we received no additional information on how they wanted to proceed(i.eadditional car, credit). We have no additional emails or phone calls from them on record to substantiate the claims in the complaint. On 1/we refunded the customers
money to their original payment method, called them and let them know. The Operations specialist mentioned in the complaint resolved and was the one to contact to avoid further confusion

The customers order was placed as stated, but there was a problem with the credit card processing. She was contacted requesting verification of her credit card information. She would not provide it and said she would call back the next day We have her original order in our system
with a balance due as we still have not payment information. She has contacted us by email, and the reference to 'contact within hours' is our automatic response to every email sent into us. We did not respond as we had spoken with customer regarding payment. Customer followed up again and was again advised we needed payment - she said a new order had been placed, but there is not record of that in our system. Yesterday, the customer was again told that the order was on hold pending payment. We offered overnight shipping for free today if she provided payment information. Her response was her complaint to you we are assuming. There is no current open order for this customer as once weeks have passed without payment, they are closed. We would happily take her order - with payment - and make shipment overnight today with no shipping charge We have customer support reps available 24/7/by utilizing a backup call center outside of 7am - 9pm eastern time daily. Call are our priority during the holidays and we do our best to keep up with emails during this period but with thousands of calls and hundreds of emails daily it is not always possible to answer every email within hours - though it is our goal. Calls are always the best to resolve any situation as any lacking information can quickly and easily be obtained and any issues resolved, rather than the ping pong affect of emails

Revdex.com
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I have submitted a response from *** regarding the ad in hopes it will help them find the source of the advertisementI understand that by choosing to accept the business response that my complaint will be closed as resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** There are exceptions to every ruleThis is one that qualifies as an exceptionI am awaiting for my $check.Thank you
Regards,
*** ***

We're very sorry for the confusion surrounding your *** purchasesWhile your first *** was purchased at the regular price, the second two ***s were purchased during a special 2-day promotion ( 11/20-11/21) which offered 15% off the MK*** We do try to honor our
promotions within hours before or after the promotion period, for those who just missed it by a day, but since you purchased the first *** on 11/7/17, this courtesy extension of the promotion is not applicableOn the other hand, you received a great price on ***s, which is an item that is rarely offered at a sale price! Again, I apologize for the confusion and hope this clarifies our promotion policies

Mr*** is correct in regards to see an ad on ***. I am one of the respondents to his questions via email and stated that we do not have a free shipping promotion currently running and do not advertise directly on ***. Upon receipt of this complaint, I took the time, which I
should have done initially, to see if I could find the ad on *** and indeed I did.I have contacted our Web Marketing team to find out what is going on - regretfully they were not available today. I have proceeded and issued a refund in the amount of $to Mr *** to reimburse for the freight added to his order, and an additional $as an apology.We are sorry this happened, it was not our intention, and we will get this corrected. *** ***Customer Support Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***