So Gone Trash Removal, LLC

to the lateness in response and the concern as most would with food items i.eone must be stay aware of the opening of mice and roaches that can be cause due to food items and wrappings as well as anyone possible mistaking in consumption of tainted food and [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear *** ***,Good afternoon. It would be my pleasure to proceed with your request of refund. Again, could you please provide the following information:Clip information (color, production code, best by and sell by date). Each clip is different so we would need information from each clip.Name and location of the store where purchase was made (city and state would work).The date purchase was made.Photos of the "problem". These will be accepted if the product is not available.Location of the "problem" on the product. Thank you,Stephanie

------- Forwarded message ----------From: R***, StephanieDate: Wed, Nov 25, at 3:PMSubject: ID ***To: "***@myRevdex.com.org" Dear *** ***, Thank you for taking the time to speak with me this morning. This
is my first response to a Revdex.com claim. Please review my reply below. I would fist like to outline our refund process. Our process:When a customer calls in or emails us with a complaint we do our very best to get the product back. Our sales staff will meet a customer almost anywhere. We strive for what is most convenient for them. Our salesperson would at that point provide the customer with fresh product and send the product in question back to us. This allows for our bakery to conduct an investigation. Once product is received back it is documented. My staff and I take pictures if need and we forward this information to the bakery, along with the product. The bakery reviews complaints once a week on Wednesdays. They then document their findings and myself or my staff send out a letter, coupons and a full refund. If the customer does not have the product we ask for additional information to confirm the customer made a purchase. We request the information from the original clip closure or even a receipt. The clip provides pieces of essential information and acts as proof of purchase. It provides the day when the product was made, the hour when it was made, the line it was made on, where it was bagged, the best by date and the sell by date. The color of the clip also helps us in our investigation. Addressing customer’s complaint:Based on the name provided, we do not have a record of this call. I have made countless attempts to contact *** *** *** using the telephone number provided. The number rings busy. This happens with every call. I do recall speaking with a woman who had a complaint similar to this. She did mention about rats and roaches in New York. If that is the call, I asked if she had any product left. She stated “no”. I asked if she had the clip available. Again, she stated “no” and that she only had the bag available. I informed her the bags do not have any particular markings. The UPC code is the same for every similar product. Such as all bread has the same code, all sandwich rolls have the same code. The piece of information we are missing is the clip closures. This provides dates and times. If the customer informed me she had the clips I would’ve happily took the information and provided a refund. I advised since she did not have this information we could provide her with coupons for purchases in the future. At that time she mentioned she was going to check the Revdex.com for complaints. If the customer would like to provide the telephone number they called from we would be happy to pull a record of the call. Based on the information the customer provided regarding to a Red clip ***, it does not appear to be one of ours. If the customer would like to send all clips to my attention, we would be happy to review the clips and provide a refund if they are deemed to be ours. We strive to do the best for our customers. When we take care of them, they take care of us. We will even refund any postage the customer has incurred due to mailing them back to us. Due to not being able to speak with the customer at the number provided, could you please have them reach out to me to resolve this issue? Our toll-free number is ###-###-####. Thank you and best wishes,Stephanie R***

We are always thrilled to hear from our customers, no matter if it is a complaint or a compliment.  It is our goal to manufacture and distribute the best quality bakery products for the customer.  In fact, Martin’s Mission Statement reads “bake the best products and provide the best...

sales distribution support.”There are a few concerns I have in regard to this complaint.  I attempted to reach out to the customer, [redacted].  However, the phone number she provided was in fact our Customer Service phone number.  Secondly, the customer states they reached out to us on 5/29/2016.  This was a Sunday and our Office was closed.  We do have voicemail and we didn’t receive a voicemail from a **. [redacted].  After reviewing our database, we have never received contact in any form (phone, email, [redacted], [redacted] or our website) from a person by this name or with this address. My next concern is, how the customer obtained our product in Berkeley, MO.  We do not have product distribution within approximately 300 miles of the zip code provided.  If the customer would’ve ordered via mail order, I would have record of the name and address.  In attempt to obtain additional information from the customer a letter was sent.  The address listed is a Self-Storage facility.I would like to assure the customer there has not been a recall on any of our products.  We are always happy to replace and/or refund unsatisfactory product.  We do have a procedure for this is place.  Prior to issuing a refund we require a pickup of the unused product, there are 2 options for this.  We could have a Sales Manager reach out to the customer and arrange this, at the customer’s convenience or the customer can mail the product and we will reimburse.  We complete a thorough investigation on every item returned to us.  In order to do so we need the following information:Clip information (color, production code, best by and sell by date).What store the customer made their purchase.When the customer made their purchase.Photos of the “problem”.  These will be accepted if the product is not available.Location of the “problem” on the product.If the customer has made multiple complaints they are required to provide clip information, the unused product and receipt of purchase.If the customer does not have the above information available, we gladly issue coupons.  These coupons are not for free product.  They are cents off coupons.  If the customer has any additional concerns, I would be happy to speak with them directly.