G&W Laboratories

A representative from G&W's Corporate Quality and Compliance contacted the complainant via phone on 10/19/It was explained to the complainant that per our corporate policy,G&W does provide reimbursement for our productsReplacement product can be provided; however, we cannot guarantee that an additional replacement could be provided at a later dateOne tube, at the complainant's request, of replacement product was sent to the complainant's pharmacy on 10/20/Additionally, a correspondence was e-mailed to the complainant on 10/19/which stated the following: "Thank you for taking the time to share your concerns regarding G&W’s [product name redacted]Your reports were received by Quality Assurance and will be handled according to our internal proceduresPlease be assured that all of our products undergo a thorough batch record review, and all test results must conform to specifications prior to a product’s releaseThe reported grittiness experienced during use of [product name redacted] is characteristic of the product and does not impact its effectivenessThe product remains within all quality specifications, and can be expected to perform as intendedI sincerely apologize for the inconvenience and your dissatisfaction with the productUnfortunately, G&W does not provide refunds or reimbursement for our productsAs previously discussed, replacement will be coordinated through your pharmacyG&W Laboratories, Incis committed to producing the highest quality products and welcomes all feedback that will help us monitor and improve our performanceIf you have any additional questions or concerns, please let me knowMy contact information is provided below."

A representative from G&W's Corporate Quality and Compliance contacted the complainant via phone on 10/19/It was explained to the complainant that per our corporate policy,G&W does provide reimbursement for our productsReplacement product can be provided; however, we cannot guarantee
that an additional replacement could be provided at a later dateOne tube, at the complainant's request, of replacement product was sent to the complainant's pharmacy on 10/20/Additionally, a correspondence was e-mailed to the complainant on 10/19/which stated the following: "Thank you for taking the time to share your concerns regarding G&W’s [product name redacted]Your reports were received by Quality Assurance and will be handled according to our internal proceduresPlease be assured that all of our products undergo a thorough batch record review, and all test results must conform to specifications prior to a product’s releaseThe reported grittiness experienced during use of [product name redacted] is characteristic of the product and does not impact its effectivenessThe product remains within all quality specifications, and can be expected to perform as intendedI sincerely apologize for the inconvenience and your dissatisfaction with the productUnfortunately, G&W does not provide refunds or reimbursement for our productsAs previously discussed, replacement will be coordinated through your pharmacyG&W Laboratories, Incis committed to producing the highest quality products and welcomes all feedback that will help us monitor and improve our performanceIf you have any additional questions or concerns, please let me knowMy contact information is provided below."

Complaint: ***
I am rejecting this response because:
When I spoke to your representative it was my understanding that a second tube would be sent at a later date. It was my understanding that a record will be kept of the complaint and they could refer to it to send the second tube. I am not sure what the miscommunication is here. If they will not send the second tube, I must insist on a refund for it.
Regards,
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