Response to Complaint ID no [redacted] We are sorry that this customer has not had a positive experience using our site We acknowledge that one product was missing from the customer's order dated January 8th, due to mis-picking at our warehouse - the rest of the order was delivered Our customer services team responded to the customer on January 31st arranging for a replacement to be shipped and offering a 15% discount for the customer's next purchaseWe think the customer may not have received our email of January 31st as the customer contacted us again saying that the product had not arrived However, we subsequently received confirmation from the customer on February 9th that the missing product had been received We hope that this settles the matter to the customer's satisfaction as we take our customer service experience very seriously
We understand that the customer in question had requested a further refund for his shipping costs of $that were not covered by our prepaid USPS First Class LabelWe are pleased to confirm that this amount was refunded to the customer on 2nd MarchWe emailed the customer to apologise for the delay and previous lack of communication on the same date and to confirm the refund We received a response from the customer on the same date acknowledging our email.We have also taken into account the customer's comments that our online catalogue should be updated to show the current version of KnitPro Symfonie Rose knitting needles instead of an older versionI can confirm that this catalogue photograph will be updated on our website as soon as possible - it has been assigned to our catalogue team as a priority .We hope this settles the two concerns under ID no [redacted] If you require any further clarifications , please do not hesitate to contact me at [redacted] [redacted]
Response to Complaint ID no [redacted] We are sorry that this customer has not had a positive experience using our site We acknowledge that one product was missing from the customer's order dated January 8th, due to mis-picking at our warehouse - the rest of the order was delivered Our customer services team responded to the customer on January 31st arranging for a replacement to be shipped and offering a 15% discount for the customer's next purchaseWe think the customer may not have received our email of January 31st as the customer contacted us again saying that the product had not arrived However, we subsequently received confirmation from the customer on February 9th that the missing product had been received We hope that this settles the matter to the customer's satisfaction as we take our customer service experience very seriously
We understand that the customer in question had requested a further refund for his shipping costs of $that were not covered by our prepaid USPS First Class LabelWe are pleased to confirm that this amount was refunded to the customer on 2nd MarchWe emailed the customer to apologise for the delay and previous lack of communication on the same date and to confirm the refund We received a response from the customer on the same date acknowledging our email.We have also taken into account the customer's comments that our online catalogue should be updated to show the current version of KnitPro Symfonie Rose knitting needles instead of an older versionI can confirm that this catalogue photograph will be updated on our website as soon as possible - it has been assigned to our catalogue team as a priority .We hope this settles the two concerns under ID no [redacted] If you require any further clarifications , please do not hesitate to contact me at [redacted] [redacted]