Jay Fenton Too

Attention:  case # [redacted]Dear ,My name is Deborah P[redacted] and I am the manager at J. Fenton too/[redacted]. I am responding to your letter received yesterday 2/23/2018 in regards to a complaint filed by [redacted]. I would appreciate that any further electronic communication regarding this...

complaint be handled electronically to this email address, this ensures direct communication with me. I was not the person who handled this order as I was off the day in question, I am however well appraised of the situation and would like to take this opportunity to explain the events as I understand them.Ms. [redacted] placed an online order with us for a pair Flood pants in a size large/ color natural on 1/27/2018, fulfilled the next day, Sunday 1/28/18. It was brought to our attention that she had received the wrong pair in phone correspondence with a new employee who was alone in the store at the time. Without a more seasoned employee to guide her, she did her best to satisfy the customer, but unfortunately provided inaccurate information which we certainly accept responsibility for. The customer was told in error that we would ship the large immediately, unfortunately this is not standard company protocol. As Ms. [redacted] has stated in her complaint she did pay for the large which she did not receive, instead receiving the size medium in error; I completely understand her perspective that she should receive the pair that she paid for, however we are unauthorized to release additional merchandise from stock that is unpaid for. Our company does not keep credit card information on file so we would have no method of recovering the merchandise or the funds, should a customer choose to keep both articles in an instance such as this. The next correspondence I am aware of, a different employee explained to Ms. [redacted] that before sending the large, we would either require receipt of the medium first, or a second option of paying for another pair of floods which we would then refund upon receipt of the first pair, this option expedites shipping. I sincerely apologize for my staff if Ms. [redacted] feels that she was treated poorly in that conversation, it is always our goal to maintain superior customer service even under challenging circumstances. The employee concluded the conversation by offering to send a pre-paid label for return of the mediums which was done promptly after ending the call. We have not received the original pair back and have not sent the large. We want Ms. [redacted] to feel as though we have resolved this issue to her satisfaction, as long as we receive the mediums in a timely fashion, with tags still on the garment and unworn, we are happy to send her the large that she ordered. Again, I sincerely apologize for any confusion and mistreatment the customer feels she experienced. Sincerely,Deborah P[redacted]