Holmquist Hazelnut Orchards LLC

December 16, 2015To Whom It May Concern: We received order# [redacted] from Mr [redacted] on November 30thHis order was placed after business hours on November 29th at 8:PM (PST)Being that we are a small family farm, we strive to ship within 24-hours after receiving an orderThis range of handling time is especially important during busy holiday seasons where there is high demand, which we are experiencing this time of year We understand the importance of keeping our customers informedAs a convenience to our customers, we express the terms and conditions on our website regarding the nature of handling and shipping times, as well as the shipping methodsTo ensure that our customers don’t miss these important terms, they must select the check box which verifies they have agreed to the terms and conditions before completing their orderAs stated, we require a 24-hour grace period to process ordersOrder# [redacted] was ready for UPS pickup on December 2nd at 6:00am, which falls within the requested time For online orders, we offer UPS ground shipping, as well as UPS 2nd day air customers who need faster deliveriesThe customer chose UPS ground shipping for his order, which we estimate to take up to business days, starting the day the package was picked upThis information is posted on our website as a suggested timeline and not a guaranteeThis is a courtesy timeline for customers to make an informed decision about the delivery times when placing an orderUPS also offers a map on their website with the general representation of UPS Ground transit timesOrder# [redacted] shipped from the Pacific Northwest to a destination on the East Coast; naturally, the transit times would be longer for packages to reach a designation at the opposite end of the StatesIt is not possible to guarantee shipping times or prevent shipping delays through the carrierUnfortunately, as many of us have experienced, delays do happen; that is a part of life and completely unavoidable for any businessReviewing the customer’s shipment and tracking history, it is apparent that UPS had did encounter a delays in shippingThe first delay was due to operating conditions and the second delay was caused by an incorrect sorting of the package at the shipper’s facilityIn both cases, the carrier announced a delay of at least on day and rescheduled the deliverOrder# [redacted] was delivered on the morning of December 15th and was in transit for a total of ten days It is understandable that such things cause frustration and we do sympathize with our customersOn both occasions, when Mr [redacted] called to check on the status of his order, he communicated his feelings in the way he chose, without judgement being passed on himWe were patient and attentive to his emotional state and allowed him to vent his grievancesDuring the first conversation on Friday, December 11th, the customer was given the most current update on the status of his orderEvery attempt was made to address the issue and even though we were not at fault for the slower transit time, we offered to reimburse him for the shipping costWe spoke with a UPS customer service representative on his behalf and were told that it was still possible for the package to be delivered that dayThe customer chose to wait for the package, but in the event he didn’t receive it, we asked him to contact us on Monday and we would again follow up on the status of his orderOn Monday, we responded to the customer’s request for an update, letting him know that his package was still in transit and had been rescheduledUnder the circumstances, there was nothing we could do to speed up the arrival of the package We received the second call from Mr***, who was again irate and this time continued to yell through the entire conversation At the expense of his own benefit, he did not allow us to respond so that we could find a fair and realistic solution to the problemWhen the customer became directly abusive and yelling profanities, and would not calm down after kindly being asked, it was necessary to end the conversationBecause we value both the customer and employees, it is important to us that we create a culture that both solves the issue for the customer, but also empowers employees to know when and how to draw the line when a customer has confrontational behavior Maintaining a positive representation of our company is important and we believe that good customer service is always being positive, professional, and willing to assist customers to the best of our abilityWe are very sorry that Mr [redacted] experienced a longer than usual transit time with his orderIf he is not satisfied with his purchase experience, we would be happy to work with him on a refundSincerely, [redacted] M***Assistant ManagerHolmquist Hazelnut Orchards [redacted] @holmquisthazelnuts.com

December 16, 2015To Whom It May Concern:
We received order# [redacted] from Mr. [redacted] on November 30th. His order was placed after business hours on November 29th at 8:09 PM (PST). Being that we are a small family farm, we strive to ship within 24-72 hours after receiving an order. This range of handling...

time is especially important during busy holiday seasons where there is high demand, which we are experiencing this time of year.
We understand the importance of keeping our customers informed. As a convenience to our customers, we express the terms and conditions on our website regarding the nature of handling and shipping times, as well as the shipping methods. To ensure that our customers don’t miss these important terms, they must select the check box which verifies they have agreed to the terms and conditions before completing their order. As stated, we require a 24-72 hour grace period to process orders. Order# [redacted] was ready for UPS pickup on December 2nd at 6:00am, which falls within the requested time.
For online orders, we offer UPS ground shipping, as well as UPS 2nd day air customers who need faster deliveries. The customer chose UPS ground shipping for his order, which we estimate to take up to 7 business days, starting the day the package was picked up. This information is posted on our website as a suggested timeline and not a guarantee. This is a courtesy timeline for customers to make an informed decision about the delivery times when placing an order. UPS also offers a map on their website with the general representation of UPS Ground transit times. Order# [redacted] shipped from the Pacific Northwest to a destination on the East Coast; naturally, the transit times would be longer for packages to reach a designation at the opposite end of the States. It is not possible to guarantee shipping times or prevent shipping delays through the carrier. Unfortunately, as many of us have experienced, delays do happen; that is a part of life and completely unavoidable for any business. Reviewing the customer’s shipment and tracking history, it is apparent that UPS had did encounter a delays in shipping. The first delay was due to operating conditions and the second delay was caused by an incorrect sorting of the package at the shipper’s facility. In both cases, the carrier announced a delay of at least on day and rescheduled the deliver. Order# [redacted] was delivered on the morning of December 15th and was in transit for a total of ten days.
It is understandable that such things cause frustration and we do sympathize with our customers. On both occasions, when Mr. [redacted] called to check on the status of his order, he communicated his feelings in the way he chose, without judgement being passed on him. We were patient and attentive to his emotional state and allowed him to vent his grievances. During the first conversation on Friday, December 11th, the customer was given the most current update on the status of his order. Every attempt was made to address the issue and even though we were not at fault for the slower transit time, we offered to reimburse him for the shipping cost. We spoke with a UPS customer service representative on his behalf and were told that it was still possible for the package to be delivered that day. The customer chose to wait for the package, but in the event he didn’t receive it, we asked him to contact us on Monday and we would again follow up on the status of his order. On Monday, we responded to the customer’s request for an update, letting him know that his package was still in transit and had been rescheduled. Under the circumstances, there was nothing we could do to speed up the arrival of the package.
We received the second call from Mr. [redacted], who was again irate and this time continued to yell through the entire conversation.  At the expense of his own benefit, he did not allow us to respond so that we could find a fair and realistic solution to the problem. When the customer became directly abusive and yelling profanities, and would not calm down after kindly being asked, it was necessary to end the conversation. Because we value both the customer and employees, it is important to us that we create a culture that both solves the issue for the customer, but also empowers employees to know when and how to draw the line when a customer has confrontational behavior.
Maintaining a positive representation of our company is important and we believe that good customer service is always being positive, professional, and willing to assist customers to the best of our ability. We are very sorry that Mr. [redacted] experienced a longer than usual transit time with his order. If he is not satisfied with his purchase experience, we would be happy to work with him on a refund. Sincerely,[redacted]Assistant ManagerHolmquist Hazelnut Orchards[redacted]@holmquisthazelnuts.com