First Secure

Hello, ***

Thank you for bringing this issue to our attention. We're anxious to try and resolve this situation. Here is an outline of the experience from our perspective as well as a proposed solution. Please let us know if it is acceptable.

After looking back through our records, we see that we did receive your initial inquiry on June 29th stating the following: "The emergency roadside kit was sent to me as a gift through Amazon, but I already have an emergency kit and wish to return it in brand new condition. Amazon is claiming that they will not accept a return of this item because there is something flammable in the contents, yet there was no problem for Amazon to send this to my home. Can you accept this item as a return?"

In conjunction with this, our public-facing satisfaction guarantee reads as the following:

1. On Amazon: "If for any reason you aren’t satisfied with your car emergency tool kit with jumper cables, we will RETURN YOUR PAYMENT IN FULL – no questions asked." - https://www.amazon.com/dp/B01C96AFWU

2. On our product packaging: "If for any reason you're not satisfied with our product, we will provide you with a full refund within 30 days of purchase no questions asked." - screenshot attached

The intent of this policy is to provide the original purchaser of the kit with a full refund if they are not 100% satisfied with the product. If this was not the case, you can imagine the financial problem it would create for any business. If a product were to be transferred multiple times between different individuals, a refund could be requested and provided multiple times on one item.

In bringing this issue to our attention, we've uncovered two process mistakes related to it.

1. Even though the inquiry was received, we should've responded providing more clarity to the situation. We're currently investigating why a response was not sent and working to correct it so it does not happen again.

2. In looking through our records, we see that the negative review was received. It is our internal policy to first try and resolve all issues of this nature. We can see an effort was made to corroborate the connection between the negative review and the original inquiry. Somehow that connection was missed. We failed in this process and apologize.

It is our commitment to resolve all customer complaints without any delay. We apologize for this process failure to clarify policy and make the connection between an inquiry and customer complaint. We are working to make sure it doesn't happen again.

Proposed Solution:

We care most about making sure our customers our completely happy. We hope for your understanding that it is financially imprudent for any business to provide a refund to anyone other than the original purchaser.

In your case, we would be more than happy to provide a refund on the purchase. All we ask is that you send us proof of the original purchase via Amazon. Please reach out to the original purchaser and ask them to give you the Amazon Order ID number. We will then verify this purchase in the Amazon system. Amazon only allows us to send refunds back to the original purchaser. We will gladly do this and ask that you work with the original purchaser to obtain the refund.

We hope you can see this proposed solution as our sincere effort to balance the financial integrity of our business with the satisfaction of our customers.

Thanks,

Raymond

Warranty Director