Thank you [redacted] for the copy of the complaint [redacted] regarding [redacted] I do not see any “respond to complaint” link on the left so here is my response We are so sorry that [redacted] had a bad experience while attempting to place his internet order with us and was unable to use his priority code We do have him in our system and his past order history reflects that he placed one order with us on December 17, After researching his remarks, we did find that there was a “Free Shipping” priority code that went out via email and was valid on Thursday, January 4th and Friday, January 5th (see attached screen shot, the very bottom left corner shows [redacted] as the date) If he attempted to place his order on Saturday, January 6th,(which is the purchase date listed below in your statement) then the priority code was indeed expired Our Call Center is open Monday through Friday from 7:am to 8:00pm and had he called us we would have explained why the code wasn’t working and would have likely honored the expired priority code Additionally, I pulled the call logs for the whole company and was unable to find any calls during that two-week period to see if he reached out to us and there were not We have a 100% Satisfaction Guarantee at Northern Safety and pride ourselves in our Customer Service If [redacted] would like to place a new order, he can use the Free Shipping priority code [redacted] and the code is good for his one order only and is valid through all of There are a few minor restrictions on it, (as does all our other Free Shipping priority codes; ie not valid on drop ship or FOB items), but most of our stock items would applyIf [redacted] would like us to call him to discuss, we would be more than happy to reach out to himPlease advise us if you need us to take any further action or if you have any additional questions Edwina W [redacted] Customer Service Team Lead Northern Safety and Industrial
Thank you [redacted] for the copy of the complaint [redacted] regarding [redacted] I do not see any “respond to complaint” link on the left so here is my response We are so sorry that [redacted] had a bad experience while attempting to place his internet order with us and was unable to use his priority code We do have him in our system and his past order history reflects that he placed one order with us on December 17, After researching his remarks, we did find that there was a “Free Shipping” priority code that went out via email and was valid on Thursday, January 4th and Friday, January 5th (see attached screen shot, the very bottom left corner shows [redacted] as the date) If he attempted to place his order on Saturday, January 6th,(which is the purchase date listed below in your statement) then the priority code was indeed expired Our Call Center is open Monday through Friday from 7:am to 8:00pm and had he called us we would have explained why the code wasn’t working and would have likely honored the expired priority code Additionally, I pulled the call logs for the whole company and was unable to find any calls during that two-week period to see if he reached out to us and there were not We have a 100% Satisfaction Guarantee at Northern Safety and pride ourselves in our Customer Service If [redacted] would like to place a new order, he can use the Free Shipping priority code [redacted] and the code is good for his one order only and is valid through all of There are a few minor restrictions on it, (as does all our other Free Shipping priority codes; ie not valid on drop ship or FOB items), but most of our stock items would applyIf [redacted] would like us to call him to discuss, we would be more than happy to reach out to himPlease advise us if you need us to take any further action or if you have any additional questions Edwina W [redacted] Customer Service Team Lead Northern Safety and Industrial