The King Arthur Flour Baker's Catalogue

It is our policy to issue full credit for items a customer is not satisfied with, but request that the freight be prepaid by the purchaser.  We do, however, make exceptions and this case would have been one considered.  The customer service representative who spoke with the client should...

have consulted a supervisor in this matter and it would have been granted as an exception.  We have not yet received the bread machine back, but when received it will be fully credited as will the $30.00 requested for freight reimbursement.We apologize for this issue and that you are not happy with the product.  You concern is not one that we have had any experience with in our customer support department.  We have see complaints listed on [redacted] for units purchased through them, but we at King Arthur do not have this history.   Regardless, we are happy to offer the refund and I can be contacted directly should there be any questions or issues with the return.  I can be reached at  [redacted]@kingarthurflour.com   or ###-###-#### [redacted]Regards[redacted]Customer Support Manager

Revdex.com:
I have reviewed the response submitted by the business in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. As the business is refunding my money, I have no choice but to accept the response. I wish the business had made the response without being insulting or demeaning to me in stating that I would not have been happy with any response. To have it slide off the wall, breakage is NOT the expected outcome. I would have been more than happy if the company had simply stood behind their product. It is ridiculous that I had to go through four "customer support" people and a complaint via the Revdex.com to even get this response. And to state that they did not tell the manufacturer not to issue a refund is simply not true. I know what I heard from the manufacturer. I think King Arthur would have been better served by simply saying "I'm sorry. We messed up." I have been a loyal customer who bought exclusively from them, and have recommended them to numerous people. It hurts to be treated that way and they have lost my loyalty and recommendation. This was never about the money - it was about whether they stood behind their products and valued their customers.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Mr. [redacted] is correct in regards to see an ad on [redacted].  I am one of the respondents to his questions via email and stated that we do not have a free shipping promotion currently running and do not advertise directly on [redacted].  Upon receipt of this complaint, I took the time, which I...

should have done initially, to see if I could find the ad on [redacted] and indeed I did.I have contacted our Web Marketing team to find out what is going on - regretfully they were not available today.  I have proceeded and issued a refund in the amount of $14.00 to Mr [redacted] to reimburse for the freight added to his order, and an additional $25.00 as an apology.We are sorry this happened, it was not our intention, and we will get this corrected. [redacted]Customer Support Manager

The customers order was placed as stated, but there was a problem with the credit card processing.  She was contacted requesting verification of her credit card information.  She would not provide it and said she would call back the next day.   We have her original order in our system...

with a balance due as we still have not payment information.  She has contacted us by email, and the reference to 'contact within 24 hours' is our automatic response to every email sent into us.  We did not respond as we had spoken with customer regarding payment.  Customer followed up again and was again advised we needed payment - she said a new order had been placed, but there is not record of that in our system.  Yesterday, the customer was again told that the order was on hold pending payment.  We offered overnight shipping for free today if she provided payment information.  Her response was her complaint to you we are assuming.  There is no current open order for this customer as once 2 weeks have passed without payment, they are closed.  We would happily take her order - with payment - and make shipment overnight today with no shipping charge.   We have customer support reps available 24/7/365 by utilizing a backup call center outside of 7am - 9pm eastern time daily.  Call are our priority during the holidays and we do our best to keep up with emails during this period but with thousands of calls and hundreds of emails daily it is not always possible to answer every email within 24 hours - though it is our goal.  Calls are always the best to resolve any situation as any lacking information can quickly and easily be obtained and any issues resolved, rather than the ping pong affect of emails.

We're very sorry for the confusion surrounding your [redacted] purchases. While your first [redacted] was purchased at the regular price, the second two [redacted]s were purchased during a special 2-day promotion ( 11/20-11/21) which offered 15% off the MK4 [redacted].   We do try to honor our...

promotions within 24 hours before or after the promotion period, for those who just missed it by a day, but since you purchased the first [redacted] on 11/7/17, this courtesy extension of the promotion is not applicable. On the other hand, you received a great price on 2 [redacted]s, which is an item that is rarely offered at a sale price!   Again, I apologize for the confusion and hope this clarifies our promotion policies.

After the customers original contact on 1/4, we received no additional information on how they wanted to proceed(i.e. additional car, credit).  We have no additional emails or phone calls from them on record to substantiate the claims in the complaint.  On 1/17 we refunded the customers...

money to their original payment method, called them and let them know.  The Operations specialist mentioned in the complaint resolved and was the one to contact to avoid further confusion.