Only Natural Pet Store

Revdex.com:
I would like to note that I did contact them; ONP is not open on the weekends to handle any customer questions. Therefore, I sent an email over the weekend to their customer service department to cancel the backordered items. I am awaiting the status; the site said I would hear something within 24 hours, so at least the automated system provides feedback. Excellent customer service in this situation would be to build trust by notifying customers of backordered items, in order to give them the option to wait or the option to cancel if they wished.

Complaint: [redacted]
I am rejecting this response because: I am still receiving the emails. Please advise. I get a plethora of them.
Sincerely,
[redacted]

Good morning. We have no record of this complaint prior to today. If possible would you please forward the original message so I can troubleshoot where it got lost?This order was shipped promptly upon receipt of our new supply of the product in question and was delivered to the customer Friday,...

8/4.  Let me know if you need anything further. [redacted]
[redacted]
[redacted]

I have spoken with this customer since this complaint was filed and resolved the issue.

Initial Business Response /* (1000, 22, 2015/11/10) */
Apologies, Revdex.com, for missing this initial complaint due to management changes. This is [redacted], the new Customer Care Manager for ONP. I have communicated with [redacted] and she has my information if there is ever confusion in the...

future.
Please extend our sincere apologies to Ms. [redacted] and assure her that she will receive a refund of the $15 refused package charge in addition to the full refund of her second returned order which I believe she has already received (or, if not, will receive in the next day or two).
Our representative received conflicting information from our USPS representative. Clearly there was a miscommunication that caused this and we sincerely regret the time and energy this cost Ms. [redacted].
Initial Consumer Rebuttal /* (3000, 24, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $15 for the first item I returned was not refunded back to me (my credit card). Since I have proof from the post office that I returned the merchandise and did not "refuse" the item like I was accused of, the $15.00 refusal fee Only Natural Pet deducted needs to be refunded to me (per their return policy). I will fax the proof to Only Natural if they want it. Also, we (Me and the Postal person) did not receive an APOLOGY for all the false accusations that were made against us. The refund for the second item I returned was given.
Final Business Response /* (4000, 26, 2015/11/12) */
We processed the refund of the initial $15.00 refusal fee on the afternoon of Tuesday, 11/10/2015. It may take a couple of days to be visible on Ms. [redacted]'s end. Again, we would like to extend our sincere apologies for our handling of this matter.
Final Consumer Response /* (2000, 28, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It appears both amounts have been refunded to me (I will need to confirm this with my credit card company). I hope [redacted] (the CSR who used extremely poor judgement and was very unprofessional) was dealt with appropriately and retrained. I am happy with the products Only Natural Pets sells and have placed a recent order. I will continue to order from them as long as I get treated with respect from the CSR.

We have unsubscribed this customer from all mailings. This can sometimes take a day to go into effect depending on timing, but she should not be receiving any further emails from us at this point.  [redacted]Only Natural Pet