Hint Water

We are very sorry that this customer's experience with our website was so dissatisfactoryAs a relatively small company, unfortunately we are unable to offer live Customer Service hour/days a week, though we strive to respond to customer messages as soon as possibleWhile the Customer may have sent us her message very shortly after entering the orders in question, by the time the messages were reviewed the orders were mid-way through our automated shipping pipelineOnce packages have shipped and are in the custody of the carrier (in this case, FedEx), the only recourse for "cancelling" an order is for the customer to refuse delivery of the shipmentsOnce we have confirmation that shipments have been returned to our warehouses we will usually process a full refund promptlyFor some reason this last step does not seem to have happened in this case, for which we apologize sincerely At this time we have: a) refunded both of this customer's orders IN FULL b) contacted the customer again to apologize for our error c) offered to send the customer a free case of product, compliments of hintAfter all, she just wanted to try our product, which we want also! We hope that this addresses this complaint to everyone's satisfactionIf further action is required we request that we be notified at your earliest convenience Sincerely ~ Team Hint

We have spent much time responding to the Customer, as she has filed complaints also directly with our Customer Service as well as via PayPal (her payment method) We have researched the history of this orderOur Customer Service team had many interactions directly with the Customer starting when she contacted us on 1/11/continuing through 1/18/2017.While the Customer claims that we shipped the product to the "wrong address" at our error, we have found that not only was the delivery made to the address exactly as entered on the order in dispute, but in fact the Customer has shipped items to this same address on a previous order (to her own attention) and the address is saved in her Customer ProfileThe records show that the delivery address was not our errorThe shipment was successfully delivered and signed for on 1/5/to the address entered on Order # [redacted] Ex Tracking: [redacted] However, even given these facts the Customer was not satisfiedConsequently, we have refunded the full amount of her order AND sent her a full replacement order Respectfully ~ Hint Water

Hi ***,
We're honored to have received the recommendation of your friend and are sorry to hear that hint was not to your liking! We received and responded to your inquiry at *** by cancelling your hint subscription, so you will not be receiving any additional deliveries of hint,
and issuing a refund for the damaged shipmentThank you for writing in and for giving hint a tryPlease feel free to send us a note at *** if we can be of other assistance
Best,
***
hint customer support

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 10, 2016/01/19) */
Our Customer Service Representatives have tried to resolve this issue with this Customer multiple times, since 11/14/
To recap the history: We received the 1st order from another name, but shipping to this customer, by name, at her
addressWe received a complaint that case was missing; a replacement case of water was sent
A 2nd order was placed, also shipping to this customerweeks later, we received an email that from this customer that she did not place this order and asking that it be cancelledThe order had already processed/shipped, so could not be cancelledThe customer said she would refuse the deliveryWe advised her that if someone was using her credit card to place orders she should follwith her credit card companyThe order was delivered to the customer's address
We requested a phone # so we could discuss this matter liveCustomer responded that she was deaf and had only a texting package
On 12/customer emailed again, claiming that case of water was again missing from the delivery, asking for a refundOur shipping records (showing weight and itemization) showed that all items in the order had shipped, and in one boxon 12/29, despite stating she is deaf, she called our phone # (which she claims not to have) and left a message requesting a return call
As stated above, we have communicated with this customer multiple times and attempted to reach her via phone and email (wherein we traded correspondence multiple times)Her claims do not match our recordsAlso her requests change from "cancel the order" to "replace missing product" to "refund product"
We regret that we have not been able to resolve this matter with this customer, however we cannot validate her claims against our records, for multiple orders that were delivered
Initial Consumer Rebuttal /* (3000, 12, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is a lie! Shame on you! You did not try to resolve anything!!!
Shame on you!

Initial Business Response /* (1000, 5, 2016/02/08) */
We apologize for any confusion and are working hard to enable the challenge to continue for those who have been completing every day's challenge, but we ask that participants be patient, as we are a relatively small privately owned company and...

there are technical challenges that we did not envision to getting the challenge back on-line. We will be sending out an email notice to active participants, once the site is reactivated and tested.
There are a number of inaccuracies in the complaint to the Revdex.com and we would like to address them, so you understand our perspective and maybe can understand what we're trying to do:
1) We have NOT "reached out to hundreds of thousands of people" as the person complaining has said. All of our communications were directed to our existing community and were about participating in the challenge, not about getting free product. We were not prepared for large-scale participation and had to put the challenge on hold when one of our fans took a private email intended for them only and posted it to a "freebie" site. The free case was mentioned to participants AFTER they signed up for the challenge to help make it fun, not as an inducement to sign up.
2) There were not thousands of posts to our Facebook site or even hundreds, but there were a lot (about 150) of what I have to say were very rude posts that seemed more focused on freebies than on the opportunity to get healthier, and we did delete those belligerent posts, as they were unrelated to the content of our facebook site.
Again, we understand that if you think you are getting something free and then think you might not get it, that could be frustrating, but we had no intention of offering a broad "freebie" offer and we wish that the folks who posted would spend a bit more time reading the content that we work hard to offer instead of just attacking us as if we're some big evil company. If you know anything about hint, you know that we're a group of 35 people who have been working hard for over a decade to help Americans get off of sugary drinks, whether they drink our products, tap water, seltzer or their own home-made concoction. This is a labor of love by us and our friends and its finally starting to take off, but we're not even profitable yet. Please don't attack us without taking the time to get to know us. I hope that in looking over our content on Facebook and in our newsletter you might find that you actually appreciate our efforts to help make getting healthy fun and easy.
The challenge will continue soon. We have not backed out of anything. Again, please be patient as we relaunch the challenge for all who were participating and please ask your friends to be patient too.
Thanks!
[redacted]) on behalf of the whole hint team
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I apologize from the bottom of my heart. I really do understand and get what you are saying. I was one of the few honestly in to the challenge of drinking more water and stopped buying sugary drinks for my family. Again, I am sorry for any and all inaccurate statements and for not being patient and understanding. Thank you for enlightening me on the situation. Good luck with your business.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We are very sorry that this customer's experience with our website was so dissatisfactory. As a relatively small company, unfortunately we are unable to offer live Customer Service 24 hour/7 days a week, though we strive to respond to customer messages as soon as possible. While the Customer...

may have sent us her message very shortly after entering the orders in question, by the time the messages were reviewed the orders were mid-way through our automated shipping pipeline. Once packages have shipped and are in the custody of the carrier (in this case, FedEx), the only recourse for "cancelling" an order is for the customer to refuse delivery of the shipments. Once we have confirmation that shipments have been returned to our warehouses we will usually process a full refund promptly. For some reason this last step does not seem to have happened in this case, for which we apologize sincerely.
At this time we have:
a) refunded both of this customer's orders IN FULL
b) contacted the customer again to apologize for our error
c) offered to send the customer a free case of product, compliments of hint. After all, she just wanted to try our product, which we want also! 
We hope that this addresses this complaint to everyone's satisfaction. If further action is required we request that we be notified at your earliest convenience.
Sincerely ~ Team Hint

We have spent much time responding to the Customer, as she has filed complaints also directly with our Customer Service as well as via PayPal (her payment method).
We have researched the history of this order. Our Customer Service team had many interactions directly with the Customer starting when...

she contacted us on 1/11/2017 continuing through 1/18/2017.While the Customer claims that we shipped the product to the "wrong address" at our error, we have found that not only was the delivery made to the address exactly as entered on the order in dispute, but in fact the Customer has shipped 7 items to this same address on a previous order (to her own attention) and the address is saved in her Customer Profile. The records show that the delivery address was not our error. The shipment was successfully delivered and signed for on 1/5/2017 to the address entered on Order #[redacted]Ex Tracking: [redacted]
However, even given these facts the Customer was not satisfied. Consequently, we have refunded the full amount of her order AND sent her a full replacement order. 
Respectfully ~ Hint Water