Martin Famous Pastry Shoppe

------- Forwarded message ---------- sans-serif;">From: R [redacted] , Stephanie< [redacted] @potatorolls.com>Date: Wed, Nov 25, at 3:PMSubject: ID [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> Dear [redacted] , Thank you for taking the time to speak with me this morning This is my first response to a Revdex.com claim Please review my reply below I would fist like to outline our refund process Our process: When a customer calls in or emails us with a complaint we do our very best to get the product back Our sales staff will meet a customer almost anywhere We strive for what is most convenient for them Our salesperson would at that point provide the customer with fresh product and send the product in question back to us This allows for our bakery to conduct an investigation Once product is received back it is documented My staff and I take pictures if need and we forward this information to the bakery, along with the product The bakery reviews complaints once a week on Wednesdays They then document their findings and myself or my staff send out a letter, coupons and a full refund If the customer does not have the product we ask for additional information to confirm the customer made a purchase We request the information from the original clip closure or even a receipt The clip provides pieces of essential information and acts as proof of purchase It provides the day when the product was made, the hour when it was made, the line it was made on, where it was bagged, the best by date and the sell by date The color of the clip also helps us in our investigation Addressing customer’s complaint: Based on the name provided, we do not have a record of this call I have made countless attempts to contact [redacted] using the telephone number provided The number rings busy This happens with every call I do recall speaking with a woman who had a complaint similar to this She did mention about rats and roaches in New York If that is the call, I asked if she had any product left She stated “no” I asked if she had the clip available Again, she stated “no” and that she only had the bag available I informed her the bags do not have any particular markings The UPC code is the same for every similar product Such as all bread has the same code, all sandwich rolls have the same code The piece of information we are missing is the clip closures This provides dates and times If the customer informed me she had the clips I would’ve happily took the information and provided a refund I advised since she did not have this information we could provide her with coupons for purchases in the future At that time she mentioned she was going to check the Revdex.com for complaints If the customer would like to provide the telephone number they called from we would be happy to pull a record of the call Based on the information the customer provided regarding to a Red clip [redacted] , it does not appear to be one of ours If the customer would like to send all clips to my attention, we would be happy to review the clips and provide a refund if they are deemed to be ours We strive to do the best for our customers When we take care of them, they take care of us We will even refund any postage the customer has incurred due to mailing them back to us Due to not being able to speak with the customer at the number provided, could you please have them reach out to me to resolve this issue? Our toll-free number is ###-###-#### Thank you and best wishes, Stephanie R [redacted]

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sans-serif;">From: R[redacted], Stephanie<[redacted]@potatorolls.com>Date: Wed, Nov 25, 2015 at 3:14 PMSubject: ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>
Dear [redacted],
 
Thank you for taking the time to speak with me this morning.  This is my first response to a Revdex.com claim.  Please review my reply below.  I would fist like to outline our refund process.
 
Our process:
When a customer calls in or emails us with a complaint we do our very best to get the product back.  Our sales staff will meet a customer almost anywhere.  We strive for what is most convenient for them.  Our salesperson would at that point provide the customer with fresh product and send the product in question back to us.  This allows for our bakery to conduct an investigation.  Once product is received back it is documented.  My staff and I take pictures if need and we forward this information to the bakery, along with the product.  The bakery reviews complaints once a week on Wednesdays.  They then document their findings and myself or my staff send out a letter, coupons and a full refund.
 
If the customer does not have the product we ask for additional information to confirm the customer made a purchase.  We request the information from the original clip closure or even a receipt.  The clip provides 6 pieces of essential information and acts as proof of purchase.  It provides the day when the product was made, the hour when it was made, the line it was made on, where it was bagged, the best by date and the sell by date.  The color of the clip also helps us in our investigation.
 
Addressing customer’s complaint:
Based on the name provided, we do not have a record of this call.  I have made countless attempts to contact [redacted] using the telephone number provided.  The number rings busy.  This happens with every call. 
 
I do recall speaking with a woman who had a complaint similar to this.  She did mention about rats and roaches in New York.  If that is the call, I asked if she had any product left.  She stated “no”.  I asked if she had the clip available.  Again, she stated “no” and that she only had the bag available.  I informed her the bags do not have any particular markings.  The UPC code is the same for every similar product.  Such as all bread has the same code, all sandwich rolls have the same code.  The piece of information we are missing is the clip closures.  This provides dates and times.  If the customer informed me she had the clips I would’ve happily took the information and provided a refund.  I advised since she did not have this information we could provide her with coupons for purchases in the future.  At that time she mentioned she was going to check the Revdex.com for complaints.  If the customer would like to provide the telephone number they called from we would be happy to pull a record of the call.
 
Based on the information the customer provided regarding to a Red clip [redacted], it does not appear to be one of ours.  If the customer would like to send all 3 clips to my attention, we would be happy to review the clips and provide a refund if they are deemed to be ours.  We strive to do the best for our customers.  When we take care of them, they take care of us.  We will even refund any postage the customer has incurred due to mailing them back to us.
 
Due to not being able to speak with the customer at the number provided, could you please have them reach out to me to resolve this issue?  Our toll-free number is ###-###-####.
 
 
Thank you and best wishes,
Stephanie R[redacted]

Review: I recently brought some of your potato rolls that I usually love but these rolls I brought have a soapy smell to them and I think it made me sick. UPC [redacted].

The company hasnt done anything to make the situation better, I missed a day of workDesired Settlement: I would like my money back

Business

Response:

October 29, 2013

Dear **. [redacted]:

The referenced complaint was received in our office Monday, October 28, 2013. It has been handled in the following ways.

1 - The customer received a reply email from Martin’s on October 10, 2013 acknowledging the complaint, notifying the customer that a company rep would reach out to him to pick up a sample of the product, and promising to refund his money as well as send him coupons.

2 - The customer received an email from Martin’s October 24,2013 apologizing for the delay in responding and offering to look into the status of his refund.

3 - The customer received an email from Martin’s on October 25,2013 stating that his refund of $5.00 had been issued and was put in the mail along with coupons on October 25,2013. The customer was also notified that his request to report poor customer service was shared with senior management.

Please feel free to contact me directly if you have additional questions or need additional information.

Sincerely