Trunk Club

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Hello,An associate on the Member Experience Team originally received a call from [redacted] explaining that he had not received his packageIn these particular scenarios, we have a procedure that we follow to ensure the delivery issue is resolved for all parties involvedWe advised that he check with his neighbors and around his house to ensure it hadn't been mis-delivered by ***He confirmed that the package was not located.He was then encouraged to file a police report and we launched an investigation with ***When an investigation with [redacted] is launched, it can take 4-business days to reach a resolutionThis information was communicated to [redacted] on April 5thThe associate handling this particular situation has been communicating with [redacted] via email on 4/and 4/5, and the investigation with [redacted] was successfully launched on 4/An email update about the investigation is sent to the client on day of the investigation to update on the statusSince the trunk in our system reflects as "Delivered," automated reminder emails do get sent out regarding a billing dateWe have not yet reached the halfway point of the investigation, so no updates have been shared, however, an associate on our team will follow up with him today to apologize for the confusion caused by the automated email reminders and that he may disregard them as we're pending the outcome of the investigationDuring this investigation, we will not bill him for the contents the packageDepending on the resolution that is reached by ***, we will proceed in resolving the delivery issues with this delivery