Whey Natural USA LLC

Company's response below:From: *** *** Date: Mon, Jul 11, at 5:PMSubject: Case ID ***To: ***Dear Revdex.com of Northeast Florida,On June 29th, 2016, our customer, *** (***) *** made an online purchase of a lb bag of Whey Natural!
USA Cacao (Chocolate) whey proteinand a *** *** ***At that time, we were running our Pre-July 4th 10% Off promotion and no where was there mention of free shipping included with the promotionAfter receiving her order confirmation, she emailed us to ask when she could expect her refund for the shipping charge she paid ($31.11)On the morningof June 30th, I emailed a reply to her stating that we didn’t offer free shipping except during occasional free shipping promosShe emailed back to us stating that shesaw a message at check-out that she could get free shipping on her order if she purchased a Blender Bottle Pro-Stak, or any of our other Non-Autoship products, and then choose *** for the shipping methodWhey Natural! USA’s ***, *** *** replied to that email and a series of emails back and forth followed with Mr.*** trying to explain the misunderstanding and Ms*** trying to get satisfaction of free shipping and finally threatening action with the Revdex.com.On June 30th, 2016, Ms*** made a complaint against us stating that we tricked her into buying an additional item and charged a highershipping costThis is not trueIn the past we offered an “Auto-Ship” program for customers to automatically receive their product every month and get free shipping. And, if they were to order a “Non Auto-Ship”product to be shipped with their Auto-Ship order, they could get free shipping for that as wellWe discontinued that program over a year agoWhen we stopped the Auto-Ship program, there was one message on the shopping cart page that was overlooked and did not get removed. Ms*** saw that message during check-out and assumed she could get free shipping on her orderBut the fact is, the message regarding free shipping, was for Auto-Ship orders and did not apply to her order She is not, nor never was she, an Auto-Ship customerTherefore, she is not entitled to get free shippingThe mistakewas hersThis issue could have been resolved prior to shipping is she had called us.Additionally, Ms*** received 10% ($10.30) off her order for our July 4th saleAnd, any discount sales did not apply to Auto-Ship ordersShe wants free shipping on top of a 10% discountWe have never offered thatAlso, I want to add that in the time since we discontinued the program, that message has been viewed by thousands of customers prior to this dispute and not one of those customers has made the demands that Ms*** madeWhen Ms*** brought this issueto our attention, that message was promptly removedWe apologized to her for the oversight and the misunderstanding but she continued to push for free shipping.In order to resolve this matter, we are willing to refund to her, the difference in shipping of $(the difference between the *** charge and what the charge for *** would have been), giving her a total discount on her order of $(Even though she did receive expedited shipping)We at Whey Natural! USA want to, and try very hard to keep our valued customers happy and returning to us for their whey proteinWe want to resolve this issuewith Ms*** and keep her as a customer.Respectfully submitted,*** *** *** ***Whey Natural! USA*** *** ***