Pacific Ocean Marketplace

My name is [redacted], I work for Pacific Ocean Marketplace. I handled this situation myself and wanted to inform you of what happened on our end.    Louise wanted to purchase a certain brand of Basmati rice; unfortunately, I was sold out of the one she wanted, so she purchased a different...

brand of Basmati rice. She did know that it was Basmati Rice and was very aware of what product it was since the packaging was in English and she specifically told me that the grain of rice was a different color than what she is used to or expected. The only reason why I did not allow her to return it was because she had already opened the package and being a small local business, we cannot take our losses on that product. If she did not CUT it open, then I would have been able to do a refund for her.    I am not sure why she said that she purchased a different type of Basmati rice and it was the incorrect one. It is not that the product was completely different than what was written on the actual product, she simply stated that the grain of rice is not the right color. All of our products have English labeling which is required by the Health Department, so the name of the product is correct.   When I spoke to her on the phone she stated "I cannot eat this type of rice, my family cannot eat it, it is completely inedible and I don't want to eat it." I apologized to her many times and explained to her on the phone that we cannot do a refund or exchange for her. Because she kept repeating that it would be very wasteful and she would just throw it away, I made a suggestion to her that if she cannot use it, she could possibly give it to another family member or a friend. That was not my first response upon hearing her situation; I explained our company policy and the reason why we could not do an exchange or return for her. At the end of the conversation, she seemed understanding and she accepted the situation.      Thank You!   [redacted] [redacted] [redacted]