Instinct Marketing, Inc.

Hello, I have been out of the country since March (I just landed on the 13 of June) and was not aware that this customer had opened a case with the Revdex.com. I had been in contact with Ms. [redacted] since she first wrote us and in constant communication until resolution. The difficulty with this customer, as...

has been noted in her own explanation of events, is that USPS had delivered the package and either the package had been mis-delivered or stolen. As far as this goes on our end we told Ms. [redacted] that we are looking into the delivery issue with USPS and that she should also get in touch with her local post office to sort out THEIR mistake. In the world of online services it is difficult to sift through legitimate mistakes/losses and fraud. We had reason to believe, at the time, that this claim was fraudulent as the USPS marked her specific package as DELIVERED (all of our parcels are shipped with USPS priorty 2-Day tracked packages to mitigate fraudulent claims). Ms. [redacted] insisted that she be refunded or shipped a new item IMMEDIATELY, disregarding our due dilligence to acertain the fate of her missing item. Her combative and unrelenting demand to recieve a refund from us while acknowledging that the fault was with USPS and not with Zhennymph, Inc seemed suspicious. After several exchanges with Ms. [redacted] we decided, against our own policies, that we would refund her regardless of the fact that the fault in delivery lay with USPS. This case was resolved professionally and within a completely resonable time frame. I hope that this explanation will rectify our standing with the Revdex.com as we consider customer care with serious attention and as a point of pride within our company. Thank you for your consideration. -[redacted]