To Whom It May Concern: Our Consumer placed an order with us on 11/28/and the order shipped 11/30/ On 12/7/15, our Consumer called Consumer Services and spoke with our CSR, Carol P***, stating that the item was damaged in shipping We arranged to have the product picked up on 12/7/with UPS, the same day we received the call The item was returned and processed through our Warranty Department on 12/21/ Our Consumer wanted a replacement initially, but called us back on 1/4/and stated she wanted a refund Due to the heavy shipping/returns volume during our Holiday season, as well as the volume of telephone calls, voice messages, emails and credits/returns, we were challenged to respond timely to our consumers The credit was processed through accounting 1/15/in the full amount of $ Our Consumer confirmed receipt of the refund as well Thank you for notifying us of this matter as we reviewed our internal processes and procedures which provided us an opportunity to retrain and coach our Consumer Service Representatives to improve our service levels and timely response time
To Whom It May Concern: Our Consumer placed an order with us on 11/28/and the order shipped 11/30/ On 12/7/15, our Consumer called Consumer Services and spoke with our CSR, Carol P***, stating that the item was damaged in shipping We arranged to have the product picked up on 12/7/with UPS, the same day we received the call The item was returned and processed through our Warranty Department on 12/21/ Our Consumer wanted a replacement initially, but called us back on 1/4/and stated she wanted a refund Due to the heavy shipping/returns volume during our Holiday season, as well as the volume of telephone calls, voice messages, emails and credits/returns, we were challenged to respond timely to our consumers The credit was processed through accounting 1/15/in the full amount of $ Our Consumer confirmed receipt of the refund as well Thank you for notifying us of this matter as we reviewed our internal processes and procedures which provided us an opportunity to retrain and coach our Consumer Service Representatives to improve our service levels and timely response time