Icup Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hi, we received a complaint via regular mail, # [redacted] yesterday 1/10/2017 regarding an email sent to us about damaged cups on 12/12/2016 from the customer. A response was sent on 12/14/2016 from our company to the customer ... however while investigating this complaint, we discovered the...

email address we sent with our response had been typed incorrectly. The email address was one letter off. I sent the below email to the customer yesterday upon receiving the Revdex.com complaint. This is copied and pasted below and sent to the correct email address. We have no other communication from the customer other than the 1 email that we responded to but unsuccessfully was not received due to simple human error. See below .. also we attached our response, showing the incorrect email .. but that we did respond (in good intent) to them. I have used ( ) around people's names and emails. Hi (customer), My name is (ICUP employee) and I am reaching out to you from ICUP Inc. I understand that you reached out to us via email on 12/12/2016 regarding an issue that you had with an Elf 4-pk glass set. I apologize that first, you had damaged glasses …and second, that you felt your concern was not addressed. I looked into this today and we did respond to your message from 12/12/2016 … but unfortunately, your email address was typo’d on our 12/14/2016 response to you (see attachment) by (ICUP employee), due to simple human error and subsequently this never reached your inbox. It was sent to (incorrect email) not (correct email). I do not see any other communications other than your initial email and our (failed) response. So, I want to apologize for all of this. We believed we had responded to you. As stated in the attached email, we would like to extend our sincerest apologies to you for the inconvenience and disappointment. Thank you for providing us the tracking # in your previous email as this helps us isolate and investigate where and when the issue stems from. Quality is very important to us so customer feedback such as yours is appreciated. We value our relationship with both our customers and our retailers so it was very unfortunate this issue occurred. If you would like to pick something out on our website, [redacted] … I would be happy to send it to you. We have many licenses and different types of product if you would like to try something else. Please send me a screenshot or item #’s and I will look into the inventory for you. Again, we apologize for the misunderstanding. (ICUP employee) **This was emailed yesterday 1/10/2017. ** I have not heard back from the customer yet about the misunderstanding, but will follow-up with them again.