Gluten free Savonnerie

I am rejecting this response because:
They told me they were sorry and would fully and immediately refund my cost and that was almost weeks agoI still have yet to receive that refundI emailed and again never heard back

see attachedThank you for contacting Gluten Free Savonnerie regarding this matter. We appreciate the opportunity to respond and believe the matter had been handled to Ms. [redacted]'s with the customer prior to even receiving your letter on May 16th. The issue resulted from our business experiencing...

technical problems with our email system, in Ms. [redacted]'s case, specifically receiving email comments through our website; we have been diligently working to resolve these issues with our IT professional.To our knowledge, the first contact from Ms. [redacted] was on May 12th due to the issues with our email system. We responded on the morning of May 13th. Again, due to our technical issues, we had to use an alternate email address. Please see the attached email correspondences. We initially responded as we would with any customer when our products did not work for them. Since the shipping charge is far less than we pay for shipping, it is not our policy to refund shipping, and that is stated in our Return Policy on our websites. We do refund shipping as well when there is an error made by our staff. The email we received back from Ms. [redacted] was our first indication that she was upset and had contacted the Revdex.com. We responded with information about our policies, but were unclear as to what she meant. At that point, we had not had any contact from the Revdex.com that would have led us to believe there was any official complaint. We have been in business since the year 2000, have maintained a solid customer base and have a very good service relationship with that customer base. We make it a policy to respond to all our customers as quickly as possible. When issues arise, typically customers call us directly. Because of the nature of clientele we serve - those afflicted with Celiac Disease, sever allergies, Autism, chemical sensitivities or a variety of other severe health issues, careful attention to customer service is vital to our being able to serve them well. This often involves long conversations to find products that will serve them best. That is the typical interaction with our customers, and we take our mission very seriously.We pride ourselves on our customer service, and we faithfully serve a niche market that is often frustrated by typical store products. The last thing we want to do is further frustrate a customer because of our email issues. While it is still unfortunate that our products, that help so many across the country, did not work for her, we believe that once her emails were discovered, we did our best to respond to her and meet her needs. Thank you again for the opportunity to respond. If you have any further questions, please don't hesitate to contact us again.