Product Labs, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 while refund of shipping costs $4.95 appreciated, other customers need to be aware of poor customer service, lack of communication, and misrepresented shipping info; not two day shipping at all, as promised.  Several emails and fb messages went unanswered.  Email answered and phone number etc was only given after NUMEROUS attempts to get one.  ITEMS I ORDERED WERE NOT MARKED OUT OF STOCK WHEN I PURCHASED.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dec * Customer purchased Homesick Florida and Colorado candles - both went into back order status around Dec [redacted] or [redacted]. Website was updated under each product description page with "Product back ordered until 12/** not guaranteed for pre-Christmas delivery" and on the Add to Cart button "Ships...

after 12/**. Not guaranteed for pre-Christmas delivery". Customer wrote into customer service mailbox address [redacted] and posted on our FB page. Auto responder is set for emails coming in to acknowledge that we received it. She received an response to her FB comment 42 minutes after posting. She also received a response to her emails including providing her with a personal cell phone should she need to contact someone by phone. We have our autoresponder on for FB [redacted] because we cannot respond instantaneously and need a log of customer interaction. These messages are not ignored, they are meant to redirect the customer to the proper portal where we can best assist. Her package was shipped on Thursday, 12/** almost right on schedule and was upgraded to 2-day express mailing at our cost even though we were not obligated to do so based on her SKU section. Customer received tracking and shipping notifications (Attachment D2). Saturday delivery was not available for customer's zip code and all shipping carriers were closed on Monday 12/** in observance of the Christmas holiday so the package was delivered on 12/** at 11:42AM. We have been in communication with the customer with the last update provided on 12/**. The customer also received a full refund of her shipping costs as a courtesy and we have offered to fully refund her if she wishes to return the order for any reason.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]