Hansen Foods, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11820672, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their response is absolutely in that they NEVER gave me the option of returning the item for a refund and I NEVER said it would not be worth my time or moneyI was told they would not do anything to rectify the situation. If I had been offered a refund, I would not have gone to this length to communicate my frustration and dissatisfactionAs for the *** Review, please find attached a couple of screenshots of said reviewYou will notice that I did respond within minutes of their response and there are a couple of individual responses indicating similar dissatifsfaction, so to say that I am the only complaint is also falseI have since received a refund from the Hansen Representative (personally) to the school as well as additional promotional items, so I guess this issue has been resolved however my distaste for Hansen Foods remains the same as a commission based representative should not be held financially responsible for their employer's poor customer service
Regards,
Lindsay ***

I appreciate you bringing the complaint to our attention. My staff had multiple discussions with Ms*** over the last couple weeks regarding the issue at hand and tried to explain how fundraising works when a product has run out of stock Our standard policy for over years has
been to replace the item with a higher value item and like type if available. In this case, we checked with more than a dozen other suppliers in US and International to find nothing available. While this is somewhat unusual we then replaced it with a custom lunch bag cooler with a penguin printed on the outside. The item was twice the cost and of the 2,replacements this was the only complaint. We did tell her if she wanted to bring the item back or send it in we would refund it. However, she didn’t want to do this because she said it was a an $item and wouldn’t be worth her time or money. So really what she is asking is for us to pay for the freight to send it back and provide a refund. In addition we'd need have go back and get the commission earned from the school and rep who sold the item. By time this is done we're talking $dollars of cost for my company. Besides reaching out to Revdex.com she also wrote a nasty gram to our *** page which I responded to immediately with no response. I've copied what I wrote below for your review. We appreciate the feedback and understand your frustration. However, please know Hansen Foods has been a supplier to fundraising groups all over the country for almost years. We take great pride in providing quality products and superior customer service. As hard as we may try, periodically we'll have a shortage of an item caused by our supplier. Since many times the item shorted can’t be replaced in time for the season, we'll replace the item with a like item which has a much greater value. In this case, the item short was the penguin ice pack for school lunch bags. This items was valued at an $retail of which $will go to the school to help raise money for their cause. Hansen replaced the item with a Penguin insulated lunch bag cooler which has a $retail value which is almost double the cost. In our many years of experience, our customers appreciated the effort put forth by Hansen Food while knowing the true cause is providing fundraising dollars for the benefit of the school. We hope you see the value in this as well. Thank you "The Hansen Foods Team" In all the years of business we’ve never had a bad review or filing because we strive to offer quality products and great customer service. We handle over 100,students every fundraising season and have a tremendous following for the reasons stated above. However, every once in a while we have a customer who tries to skate around the system and get something for nothing, this seems to be the situation here. If she would like to come to Hansen Foods and exchange the item or to get a refund I personally would be more than happy to accommodate. Our public rating is very important to me so please let me know if you need further information. Again, thank you for your time