Tree Time Services Inc

RE: Case *** *** *** Good afternoon, Please accept this letter in response to a customer complaint as referenced above. We appreciate the role of the Revdex.com (we have chosen to be a member since our inception) and appreciate the opportunity to respond
to *** *** dissatisfaction with her service at TreeTimeFirstly, we would like to say that we actually resolved the situation with *** last week. We refunded her the full amount of her order and also extended an offer of extra product of her choice, to compensate for her inconvenienceWe understand her disappointment in not having trees this year, but given our business closes in early June, we believe our compensation was as fair and reasonable as possibleFor the record, here is our account of what transpired: We are a small seasonal (January to early June) reforestation company that has been in the retail business for over years. We sell spring dormant and year old seedlings to customers across Canada and into the US over the phone and on the internet. Our shipping is almost exclusively done in partnership with *** ***Our partnership with *** *** (**) meets the majority of our business needs for shipping. ** sometimes experiences delays (it’s not unusual for packages to be delivered up to a few days later than expected) but our trees actually leave our warehouse in a frozen state so these delays do not impact the quality of the product we are shipping. For this reason, we give our customers an “expected date of arrival”, and do not open a ticket with *** *** unless the package is later than or daysIn this case, when *** called May to let us know she had not received her shipment, we initiated our own investigation with our warehouse and **’s tracking systemOur system indicated the package was picked up by ** on time but according to **, it was still “in transit” When we could not locate the package, we opened a formal ticket with ** on June 6. ** sent us a letter on June to notify us that they were unable to locate the package. ** claimed the package was not scanned upon pick up so they had no confirmation it was even part of the shipment that day and therefore closed the ticket. This meant we were at a complete impasse with *** *** and now had to resolve the situation for our customer as soon as possible. We are sorry *** felt as if we were not responding to her adequately when we were in fact working on the matterWe called *** June and left a message and then sent a follow up email on the morning of June 17. Our messages informed her we had information regarding **’s investigation and asked her to call us to discuss how we could resolve the situation *** returned our call June At that time we gave her a full refund and offered her extra product of her choice during our season for her inconvenienceIt was not our intention to provide *** with less than satisfactory service - it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer and deliver exceptional service. That said, like other businesses, we do work with partners for delivery and cannot always control the speed and quality of service providedSincerely, TreeTime.ca

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