Minnetonka Moccasin Company Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I furthermore in the intervening period have received a full refund check in the mailAs their letter indicates this took several calls to initiate and completeThis was overall a very disappointing customer service experience for a great productWhat I encountered in the customer service manager was a lack of follow-throughI did not feel that when she said would do something that she would actually do itI was not any more impressed by the other staffAmong the other members of the customer service staff, I encountered a lack or concern or urgency to resolve a tedious and unpleasant situation for me as a customerI doubt seriously if I will ever do business with them againThanks for your help in protecting customers and bringing some pressure to bear in this frustrating situation.Sincerely,*** ***

Good afternoon.  Apologies for delayed communication, was not aware that follow up was needed, or that I was to do this (new with company for 5 months)  This was also an over site with not being able to login correctly with Revdex.com website (errors).   I will be the point contact and...

the [email protected] is correct email. [redacted] / Order [redacted]Order was placed on 11/28/17 and per UPS was delivered on 12/1.  Unfortunately, UPS lost the customer's package. We were not made aware until 12/19 when Minnetonka Moccasin started an investigation with UPS.  UPS investigations take 8 business days and at the end of the investigation, UPS will either locate the goods or refund Minnetonka Moccasin.  At the end of the investigation and the UPS check is received, we reach back out to customer to see if they either would like a refund or to have the shoes ship out again.  Customer called and was very upset that Customer Service Rep refunded her immediately on 12/19/2017 without waiting for UPS to complete investigation.  UPS does sometimes locate lost packages.  We are not a large company and like to ensure the investigation is complete before we take next measure.   Thank you,Tonya

The customer made a purchase of our product on May 27, 2016.  On June 13th we processed a return request from the customer.  He requested a Store credit for the return.  Unfortunately, I was not able to find an record of communication to the customer from the date of the return...

request being processed to the call he made to Customer Service February 7th. I'm unaware of what the technical glitch was. However, I do not deny that he contacted us or that there was a technical issue. If we did not resolve this at the time his frustration is completely understandable.On February 7th, 2017 the customer called asking about the refund for the item. We explained that we processed his request for Store Credit on 6/13/2017, because at the time that was the only information we had.  He then became angry, because he believed that he requested a refund and asked to speak to me, the Customer Service Manager. The Customer Service Rep told him they would pass his information on to me. With the phone number I was given I called and left a voicemail for the customer with my contact information.The next day the customer called again and asked for me. I apologized about the issue that he was experiencing and that he did not get my message. I explained that I was reversing the store credit and requested that our AP department send him a refund check. Unfortunately, the check request was lost and needed to be resubmitted.  On 3/10 the request was resubmitted and the check was mailed on 3/16/17 to the address that he provided on his original order. [redacted] Little Silver, New Jersey, 07739I realize that Mr. [redacted] has had a frustrating experience with us and as I've mentioned I understand why he is frustrated. We are willing to do  what it takes to turn the situation around. Should you need additional information about this issue, please feel free to contact me directly at ###-###-#### or [redacted]@minnetonkamocc.com     Thank you,Heidi [redacted]Customer Service Manager