W's Steakhouse LLC

Sent: Tuesday, May 02, 11:AMSubject: RE: How do I respond I appreciate Revdex.com taking the time to reach out and trying to resolve this matter for the customer as well as allowing us an opportunity to explain our side of the complaint as wellWe have discussed the matter collectively with the employees and would like to provide some facts The customer wanted to send some documents to Mexico and our employee did show her the different carrier options that are available to deliver to Mexico Please Note: Our employees are trained to show the prices on the screen to our customers as we value full transparency of the chargesIn this particular situation, three carrier prices were shown to the customer, [redacted] ***, and *** [redacted] and [redacted] are private carriers and they both are more expensive; I believe the charge for her for these carriers was around dollars The customer chose ***, which was the much cheaper option Our employee did explain to the customer that once the document leaves the US via ***, there will be no tracking, whereas with the private carriers, there will be After it leaves the US, we won’t be able to help her in case a document is missing etc This issue that she has reported is something that she would have to handle with *** Additionally, [redacted] and [redacted] provide delivery guidance and time estimates (contingent upon custom clearance) and delivery to recipient themselves or their agents However [redacted] Priority international delivery estimate business days but as they hand delivery to local Mexican post office authorities It is very difficult to track with the Mexican Post Office authorities We highly recommend international customers with sensitive timelines to use ***With that said, we are more than happy to refund the shipping costs back to the customer as we value our customers and would love to have her confidence in us But beyond that, it’s not under our control Thank you again for reaching out

Sent: Tuesday, May 02, 11:AMSubject: RE: How do I respond I appreciate Revdex.com taking the time to reach out and trying to resolve this matter for the customer as well as allowing us an opportunity to explain our side of the complaint as wellWe have discussed the matter collectively with the
employees and would like to provide some facts. The customer wanted to send some documents to Mexico and our employee did show her the different carrier options that are available to deliver to Mexico. Please Note: Our employees are trained to show the prices on the screen to our customers as we value full transparency of the chargesIn this particular situation, three carrier prices were shown to the customer, *** ***, and ***. *** and *** are private carriers and they both are more expensive; I believe the charge for her for these carriers was around dollars. The customer chose ***, which was the much cheaper option. Our employee did explain to the customer that once the document leaves the US via ***, there will be no tracking, whereas with the private carriers, there will be. After it leaves the US, we won’t be able to help her in case a document is missing etc. This issue that she has reported is something that she would have to handle with ***. Additionally, *** and *** provide delivery guidance and time estimates (contingent upon custom clearance) and delivery to recipient themselves or their agents. However *** Priority international delivery estimate business days but as they hand delivery to local Mexican post office authorities. It is very difficult to track with the Mexican Post Office authorities. We highly recommend international customers with sensitive timelines to use ***With that said, we are more than happy to refund the shipping costs back to the customer as we value our customers and would love to have her confidence in us.. But beyond that, it’s not under our control. Thank you again for reaching out