Martin's Potato Chips, Inc.

December 29, 2014Dear [redacted].
Your December 19, 2014 letter was received on December 24, 2014. This was the first time Martin's had been made aware of the situation. A message was left on the customer's home phone on December 24 stating Martin's had not received his...

contacts, asking what e-mail address he had used, and also asking him to call the direct line for customer service so we may address the issue. The afternoon of December 24, the customer left a message indicating the e-mail address he had used, and the customer asked to be contacted on his cell phone.December 26, the customer was called on his cell phone (no answer, a message was left) to inform him that none of the e-mails had been received and that IT was looking to see if they had gotten caught in the SPAM filter. The customer was also asked to e-mail his photo directly to customer service, direct e-mail address was given. A second phone call was made to the customer's cell phone on December 26 to inform him the e-mail and photo was found in the SPAM filter and that the e-mail and photo had been immediately forwarded to quality control and the president of the company, who thought the object in question looked like a clump with a gear pattern, but could not be 100% sure until the item was seen in person. The customer was asked if he would mail the object for a definitive determination. The customer has not returned either of the phone messages left for him on December 26.
Standard procedure is to refund purchase price and send coupons for reimbursement. This will be done for this situation. If the customer returns the calls, or mails the item, this situation will be pursued further. Martin's takes customer complaints very seriously. Unfortunately, in this situation the e-mail was not received.
Sincerely,
Judy W