Mariani Packing

Initial Business Response /* (1000, 5, 2015/12/21) */
Greetings, please see the string of emails in regard to the subject complaint. Please let me know if there is anything further you require. Kind regards, [redacted]
Receptionist /Administrative Assistant
[redacted] Drive....

[redacted] XXXXX
Phone: XXX-XXX-XXXX www.mariani.com

Celebrating over 100 years of being your Global Supplier of Dried Fruits and Snacks.
From: [redacted] (mailto:[redacted]@worldpantry.com)
Sent: Thursday, December 17, XXXX X:XX AM
To: [redacted]
Subject: Update on Variety Pack issue - FW: Your order with Mariani and WorldPantry.com(XXXXXXXX-X)
Hi [redacted],
Hope your week is going well.
Regarding the Variety Pack incident, we did finally reach Mr. [redacted]. He replied to our email and seems satisfied with our resolution. Please see full thread below.
Best,
[redacted]
Director of Marketing and Account Management World Pantry
[redacted] XXXXX
Office: XXX-XXX-XXXX Cell: XXX-XXX-XXXX
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Thursday, December 17, XXXX X:XX AM
To: [redacted] ; [redacted]@worldpantry.com; [redacted]
Subject: Fwd: Your order with Mariani and WorldPantry.com(XXXXXXXX-X)
Forwarded message
From: [redacted]
Date: Wed, Dec 16, 2015 at 10:55 PM
Subject: Re: Your order with Mariani and WorldPantry.com(XXXXXXXX-X)
To: [redacted]
Dear [redacted],
Thank you for your reply. I am happy to hear that you usually sort and package the variety bars. That is all I ask for when you fill my order. Thanks for looking into this matter.
[redacted]
On Dec 15, 2015, at 3:31 PM, [redacted] wrote:
[redacted],
I am reaching out to you because I wanted to discuss the issues you had on your recent delivery with us, we are WorldPantry and we partner with Mariani to run their official online store and distribute their orders for them. I do want to apologize for not being able to get your order completed to your satisfaction, we also do appreciate any feedback that we do receive whether it is positive or negative as it does help us learn from issues and better ourselves for both our partners and our consumers.
Regarding your order we do apologize for the miscommunication on the variety box, Mariani along with many of our other partners do not offer variety packs of their bars and we go ahead and put those together on our own so that we can accommodate you as the consumer even more. Unfortunately the only Mariani boxes we have are the regular cases that we break open to make the variety packs and normally we would make the package in a clear plastic so that while not in a labeled box the pack still looks organized and presentable. This is how you should have received your orders instead of separate open cases in unusable boxes and for that we failed and should have done a better job.
I completely understand your frustrations in getting below your standard packed items that were intended to be used as gifts. I do appreciate you reaching out to us when you received your items and I do wish that we would have been better in explaining why these issues had occurred and tried to give you an acceptable alternative solution. I know you had planned to give these variety packs out as gifts and I am sure you have already found ways to make that happen but if you haven't and needed us to send you some new ones packed nicely in bags the way they should have been we would be more than happy to make that happen. If you have already taken care of your gifts I know that you expressed interest in continuing to purchase Mariani bars we would be more than happy to extend to you a promo code to give you 20% off your next order.
We do hope to hear from you soon and do not hesitate to reach out to us toll-free at XXX-XXX-XXXX or at [redacted]@worldpantry.com if you have any further issues, concerns, or comments moving forward.
[redacted]

WorldPantry.com Customer Service
[redacted]@worldpantry.com

WorldPantry.com Customer Service
[redacted]@worldpantry.com
Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will take World Pantry's word that they usually sort and pack the variety product separately, and I will hope that their customer service representatives will be better able to respond to the problem that I had.