Ivan's Diner & Catering

Initial Business Response /* (1000, 5, 2017/08/04) */
Dear Revdex.com, My customer, the Complainant, [redacted], was issued a complete refund the day I got her request When I asked her to drop this case she insisted I respond So, I'm happy to do that for her On June two customers
named [redacted] ordered $of beadable products We were working with a new shipping program,[redacted], and it wasn't working correctly It wasn't importing the names, so I had to manually type them in So, I mistakenly shipped the [redacted]s the wrong packages I emailed them both, explained the mistake, and asked them to send the orders to each other The complainant did, the other did not I provided the shipping label so she didn't have to incur any cost Since the other [redacted] wasn't responding I told this [redacted] I would send another order And I did Unfortunately, I again sent it to the other [redacted] The address was not corrected and the package went out At that same time a blogger took out a YouTube video about our company because she loves working with us It got 50,hits So, we were buried with new customers and orders When we realized the package had once again gone to the wrong [redacted] I immediately issued the refund with a huge heartfelt apology I know how frustrated and disappointed [redacted] is by not getting what she ordered We've been in business years and pride ourselves on customer service, and we have great products - which is why the blogger wanted to give us a shout out No one was more disappointed than me in letting down a customer But with new sign ups to our store, and hundreds of new orders, the correction of her address just was overlooked I did send her the tracking information when the second package was shipped, but she didn't look at that I sent it to her again when she asked and tracked it to the other [redacted] So she knew it had been sent and I wasn't trying to steal her money Being so frustrated, even though she was issued a refund, she wanted to voice her complaint to someone else I understand that - hence, she filed the complaintShe indicated she asked for a refund and she didn't get a response, but the truth of the matter is I issued the refund the next morning when I got to work - and sent her an email letting her know that There's really nothing more I can do since the problem has been resolved We would still love to do business with her As of this time I still have not received the two packages back from the other [redacted], but I hope those will be forthcoming soon Thank you for your attention to this case We look forward to hearing from you soon Best Regards, Karen [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As a note of clarification, I did not receive the initial shipping notification of the second package because it was shipped to the other [redacted] and she would have received the UPS notification Additionally, Karen [redacted] responded to my request for a refund several days after my email I have never disregarded any communication from Karen [redacted]The ownness of ensuring that the proper order gets to the proper recipient is on the company not the customerKaren [redacted]'s products are very good, but their lack of attention to detail left impacted my intention to start up my business
Nevertheless, the company has issued a full refund of my purchase and apologized for the mistakeAs a result, I consider this case closed