Traditions Linens

On 12/18/we shipped ** *** ** *** ***. The shipment was complete when it left our warehouse. It was boxed in boxes, each one clearly marked box of 12, box of and so on. As per our usual procedures, we keep a detailed accounting of what is put inside each
box and a packing list is attached in a plastic sleeve to the outside of box 1. Our warehouse prepares a line by line detail of each item that is packaged inside every individual box and every box is numbered. Each item is checked off by two separate employees. Because of the size of this shipment, it was shipped via trucking company rather than UPS. The boxes were put on a wooden pallet and were wrapped in shrink wrap. (Original invoice is attached). As per ***’s instructions we shipped the product to *** *** On 2/12/*** from *** *** let us know via email that she had received her order (** ***) and believed that some of the items were missing. We asked her for an accounting for what was missing and she provided that list. Our bookkeeper audited the list carefully and determined that the missing items came from different boxes (numbers 1, 3, 5,6, and 12). We have been in business for years and have seen product misplaced on a job site before. It happens, and times out of the product is found having simply been misplaced while unpackingWe asked *** to do a thorough check of the job site, checking under beds, in closets, in different bedrooms and even in the trash to see if the items had simply been misplaced while unpacking. It seems like the logical explanation. Unfortunately, none of the shipping boxes were saved and therefore, *** could not tell us which two boxes she claims are missing, she’s just adamant that there were two missing. *** did not respond well to our request and felt that she was being yelled at, which is certainly not our intention. Ultimately, *** did inform us that a search had been completed and that the product was not there. On 2/13/we provided *** a quote to replace the items she claimed were missing. Each item is listed with the original box that it had been packed in as detailed above. Traditions Linens offered *** a 5% discount on the replacement order, but continued to suggest that she check the job site, because these things have a way of turning up.The next step, as per our usual procedures was to start an internal investigation with our warehouse manager to determine if there were any abnormalities with our internal paperwork that might suggest that we’d made a mistake. There was no indication on our paperwork that anything was out of the ordinary. We are certain that the shipment left our warehouse complete.On 2/19/we asked the trucking company to start a claim for the lost products. Land Air trucking did an internal investigation and they determined that they picked up the pallet from our warehouse on 12/18/and based on their evaluation, they received boxes, shrink wrapped on one pallet from Traditions Linens with no abnormalities. They delivered that pallet to *** ***, a company that *** contracted with to move the pallet to the job site. That delivery was made on 12/21/and the skid still had intact shrink wrap when it was delivered. (Receiving paperwork is attached). On 3/5/Land Air denied the claim based on their investiagion results. We did not hire *** ***, so it would be up to *** to work with them to determine what happened after they took possession of it on 12/21/because it was received by them in good order. The shipment left our warehouse complete and intact. It was delivered to *** *** complete and intact. We have not seen documentation for, nor are we responsible for anything that happened when the goods were transported from *** *** to the install siteThe only option we have at this point is to offer *** a discount to replace the goods. Since we are running a customer appreciation sale this month, that discount (25%) has been extended to *** for the quote we prepared on 2/13/18. l us why here