Gorilla Paper.com

Due to a complication with one of the LTL shipping carriers we used, the pallets took business days to reach the customer as opposed to the usual 5-business days for the distanceWe apologized for the delay and notified the customer.Customer notified us on June 1st that items were defective
so we scheduled for the pallets to be picked up on June 8th by a shipping carrier on our endOur customer service representative explained to the customer multiple times that he would receive a full refund once Gorilla Supply received the returned items back unless the items are not defectiveIf the items are tested as fully functional and not defective, THEN a restocking fee of 15% and shipping costs will be deducted from the refund as per our return policyCustomer was given these policy details both over the phone and email to ensure correct information was given.On June 11th, upon customer's request, piwas rescheduled from June 8th to June 12th because the items were not ready for piby the time our carrier was there at the appointed timeLater that same day(June 11th), upon customer's request, piwas rescheduled again for June 13thWe also explained to the customer that the products must be secured to the pallets just as they had received it, which is standard shipping-by-pallet procedureIt is not the shipping carrier's responsibility to secure the items on the palletOur carrier made another piattempt but the customer still did not have the shipment ready so our carrier was once again unable to pick it up.? Throughout these events, our customer representative talked to a Kevin and Brian at different times, getting yelled at over the phone by Brian.? The customer still has our productsWe are waiting for the customers to return the items either through their own carrier or contacting us to reschedule a piwith us