Sun Basket Inc.

After ** *** initial discussion with our customer service representative when the initial $** refund was applied, because there were technical issues preventing her completing her cancellation prior to the stated cut off time, our agents completed the refund for the remaining $*** for a full
refund of $*** as requested (Screenshot attachment)I have spoken with ** *** today, she indicated that she does see the full refund on her account and was thankful of the actionWhen I asked her if there was anything else we could do for her to deem this issue resolved she indicated that there was not

After researching the issues wth the measurements and missing items in her baskets with our Distribution and Procurement teams our Fuflillment Customer Service Manager contacted Patricia both by email and phone to explain our findings and resolutionsWe provided a credit for the missed items
Patricia was happy to receive the follow up and the credit and indicated she was satisfied with the resolution
Please let me know if there is anything further that I can provide to resolve this matter

** *** Revdex.com complaint # *** response
Once receiving the Revdex.com notification on *** *** I began attempting to contact ** *** to follow up regarding her concerns
I left voice mails on the*** and ***, and was able to connect with her on the***
I apologized for her experience, asked
for some more information from her about the leaky packages which our *** *** Facility and health and safety mangers were interesting in understanding, which she provided and also explained the reason for our significant delay in responding to her cancellation email
Due to a combination of growth the 1st two weeks of* at times the rate we had forecasted, and multiple weeks of winter storms on North East and North West states impacting thousands of customers’ deliveries through our logistics partners we have received times our weekly volume, well beyond our staffing capacity
She accepted the explanation and apology and declined the offer of further compensation for her experience and wished us well as a company
In the attachment I also include a copy of my email to ** *** after our phone call
I hope this satisfied your needs of follow up
Please contact me if you have any further questions
*** ***
Head of Customer Service
Sun Basket

I left *** *** a voicemail about her refundIt was an error on our endI have refunded her account the full amount of $***It will take 5-business days for the refundBrett and I had a 1-on-with Dalton to make sure this doesn't happen againI will try contacting Nicole one more time
to ask her if there is anything else we could do to get her business back with Sun Basket

Initial Business Response /* (1000, 9, 2016/01/12) */
Customer was refunded $on 11/19/as requestedA response to the customer informing her of the refund was also sent on 11/19/

With the further information from ** *** I discovered that he had accidentally signe dup for two accounts, one under *** *** with an incorrect email address and a second under Keith PowhatanIn my first investigation I was only looking for one acocunt under the name *** *** *** did cancel one of the two accounts on Jan 11th, and not knowing that he had a second account it is clear now as to why he believed he had canceled and should not have been charged for a box on *** ***
While there is an element of personal responsibility for ** *** in creating duplicate accounts, as this was not his intent I have called ** *** to discuss why the billing occured and to let him know that I have refunded the charge for the box that he had not known would be coming
He indicated that he is happy with this outcome and will be contacting his card company to withdraw the card dispute

Complaint* ***I am rejecting this response because: I did indeed cancel my subscription and the agent stated that she saw I had done soMost businesses records
calls, please inquire about the recorded calls between their staff and myself and you will hear the agent state I cancelled it and then when I went back in that it was auto updated and renewed and she also said she can understand how I could of become confusedThis is a slimy operation, they know I did not order the delivered meals and I am disputing the charges with my credit card companyas wellThey will certainly get down to the bottom of this
Just refund the entire amount since I never ordered it and again I did in fact cancel my subscriptionThis type of business makes my stomach ache because the agent was honest and upfront and management got involved and starts lying over **EmbarrassingAgain, please try and obtain voice logs/recordings, I'll be 100% correct!Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint* ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because:I do not yet see the refund on my bank cardI still need to see itSunbasket did email me today to confirm they will close my account and refund the unauthorized chargePlease note - yes, I had not closed my account however I had removed my credit card information so that my card could not be charged and my account would be pausedSunbasket charged my card nonetheless - even though I did not approve additional charges
Sincerely,*** ***

Please see attached documents for full explanation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***

We are a weekly subscription service, and indicate to customers in our terms and in the welcome email they are sent that each week. We base our billing and sending of product based on their status as of noon PST on Thursday for the following week’s delivery.In that welcome email we provide contact...

details for customer service via our help center (https://sunbasket.desk.com/, which includes our phone number, our email address and a specific article on how to cancel one’s account.) or direct to email. See attachment 1.Additionally, our website also links to our help section in two areas, a) when signed in under the account details drop down next to a customer’s name (see attachment 2 as an example from my account page), and b) at the footer of the web page (See attachment 3).
We see that [redacted] signed up with our service using a 3 free meals coupon on [redacted], was first charged on [redacted], and received his first box on [redacted]. Based on his status of “deliver” on [redacted] we charged him again and delivered his second box on [redacted]. On [redacted] he logged into his account and skipped the next 4 weeks indicating that he was out of town.On [redacted] his account was set to deliver so we charged his card and delivered his third box on [redacted]. Shortly after this he apparently made a change to the card details he had on file as while he was still set to deliver on the following two Thursday’s, our attempts to cahrge his card failed and we placed his account into a suspended state called Cardholder. (See attachment 4)
Wednesday last week, and prior to receiving this complaint on Friday, we made our contact details even easier to find by adding our phone number and email address to the bottom of our web page footer.
Brett FrazerHead of Customer ServiceSun Basket.

As a weekly subscription service we base our billing on our customers delivery status each [redacted] at noon. While I do see that [redacted] had logged in on [redacted] 6th and Skipped the weeks of [redacted] 4th and 11th, there was no action taken to skip [redacted] 18th (see attachment of her user logs) . As she...

was set to delivery for the [redacted] 18th order we processed the charge on [redacted] the 13th.
 
I attempted to call [redacted] to discuss this with her and reached her voice mail so I have left her a voice message and a follow up email to the query she sent to our customer support at the same time she contacted the Revdex.com.
The full message was:
 
Hello [redacted],In follow up to my voicemail I apologize that you received a basket that you had not intended to order.As a weekly subscription service we base our billing on our customers delivery status each [redacted] at noon, and while I do see that you had logged in on [redacted] 6th and Skipped the weeks of [redacted] 4th and 11th, there was no action taken to skip [redacted] 18th (see attachment of your logs) . As you were set to delivery for the [redacted] 18th order we processed the charge on [redacted] the 13th.I understand from your email to us and the Revdex.com that you had intended to skip the week of the 18th, based on this I have refunded the charge and canceled your account per your request.Should you have any questions please respond and I will follow up.Brett Frazer
 
 
Please let me know if you have any further questions regarding our resolution for this situation.

Final Consumer Response /* (2000, 9, 2015/12/16) */
This issue has been resolved. Thank you.

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. Sincerely, [redacted]

Hello.
 
I have reviewed [redacted] complain and her original email communication with us regarding the incorrect meals and the long wait time.
In reviewing her account activity with our development team we could not find any logs of her attempts to change the meals from the default items...

with the products she was allergic to, however we offer a  money back gaurantee on our products within 7 days of deliveries and out agent processed the refund for the amount of the full 3 melas she received last week, not just the two meals featuring items they had allergies to. (See attachment)
I also followed up on the more detailed description in the email she sent us on [redacted] in which she indicated:
I just spent 30 mins on hold waiting for customer service, and when I selected to receive a call back it did not receive my number correctly, so I pressed one to re-enter. Then it hung up on me!! 
Based on this I contacted our IVR vendor and had them trouble shoot the call back process they designed for us and they did discover a fault in their design. Based on this we have made the required fix and are waiting for one last step from the IVR vendor to prevent this hang up from happening to other customers.
On [redacted] I sent the below email to [redacted] confirming the refund, apologizing for the bad expereince she recieved and explaining my next steps. I have not recived a response to that mail yet and when I have attempted to call the number we had on file for her it goes directly to a busy signal.
 
Response to issue with customized menu and bad customer service experience
[redacted]
([email protected])
To [email protected]
Hello [redacted],In follow up to my voice mail I am truly sorry for both issues you ran into last week.I want to start by confirming that the $[redacted] charge from [redacted] has been refunded and should appear on your statement in 3-7 business days. (See attachment) I am not sure what caused your menu modifications to fail last week. I reached out to our development team but they could not see a log for the attempt to modify. I know receiving meals that you have an allergy to is not a good experience at all.I have also engaged our IVR team to understand why when you attempted to re-enter your number for a call back that it hung up on you. This is not how we designed the process to work and if there is a design fault I want to resolve it as quickly as possible.I can definitely understand that this situation left a bad taste in regards to our service. If there is anything further we can do to repair that trust and retain you as a customer please let me know.[redacted]Head of Customer Service.
 
 
Please let me know if there is any other information you need from me.
[redacted]

I connected with [redacted] today and as you will see from the eventual response she realized that she had miss dialed the phone number to get to our customer service
[redacted],Oh my gosh!!!You will by now know that the mess is mine!I had two different numbers on out going calls and the one with the minutes...

used in discussion with the “Call Center" was in actual fact 855 204 7579!I cannot say how sorry I am to have thrown that spanner into your business life today!
 
I have included the full string in the attachment

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. Sincerely, [redacted]

Final Consumer Response /* (2000, 9, 2016/02/02) */
They have fulfilled my request by cancelling my membership and giving me a refund for the last shipment.