Wise Pocket Products

I emailed to both the customer and the contact at Revdex.com as soon as I received the first letter below is a copy of all of those emails.
Please let me know how to proceed from here I think I am doing everything possible but like I said I am new to this and want to make sure that I take care of the customer.

.From: Sofia Overton mailto:***@gmail.com
Sent: Friday, February 14, 2020 5:19 PM
To: 'Sofia Overton'
Subject: RE: New customer message on January 15, 2020 at 5:55 pm

Ms.,
Hello! I wanted to reach out to you today because I received a letter from the Revdex.com letting me know that you were unhappy with your socks. I want to start by saying I am so sorry to hear that. I would like to make this right for you and would like to send you a return label so that you can send the socks back and I will credit your card for your purchase.

After reading through the complaint I would like to address a few of the items not as excuses but just to let you know my side of things. First I really appreciate you letting me know that you had an issue with your phone not fitting into the pocket. I had based the size of the pocket on my phone which is the iphonex and I wear it completely inside of the pocket but understand that maybe it would work better for everyone if I made the pocket a little larger in the future.

You are right I do not list a phone number on my site at my parents request because I am only 14 they did not want me to have my number out to the public. I do however have the email address listed and I check my emails daily and try to return emails the same day which I did with you. I wish that I would have sent you an additional email to let you know about the white socks before I shipped out your other pair and that is another lesson that I have learned from this, but I have been so busy trying to keep up with the orders and am grateful to be busy in doing that but have learned another lesson that I wish that I could have had a crystal ball to know that I was going to need a lot more socks than I could have dreamed of.

I cannot even count the amount of lessons I have learned through this amazing experience and I am thankful for every one of them. I am truly sorry that I have disappointed you and that you do not feel that my product lived up to the advertisement. I am thankful to you for your feedback. I wish you would have emailed me first about it instead of having to hear it from the Revdex.com but I understand that you did not feel like you were going to be taken care of. I am only 14 and I still have a lot to learn and again I am thankful that you took a chance on me and hope that this does not keep you from taking a chance on another kidpreneuer someday in the future.

If you would like I would be happy to call you to apologize in person. Thank you for bringing this to my attention I will work hard to do better in the future and will keep your complaints in mind as I work to make my products better!

Thank you-
Sofi

From: Sofia Overton mailto:***@gmail.com
Sent: Wednesday, January 15, 2020 6:16 PM
To: ***@AOL.COM
Subject: RE: New customer message on January 15, 2020 at 5:55 pm

Hello! I am just getting ready to send out emails to everyone to let them know that due to the overwhelming response it is going to take me aprox 2 weeks to get these orders out to everyone! I am so excited that you have taken a chance on me and want to thank you for that. This is such a dream come true to be able to help so many kids in need through the sales of these socks so thank you again for your order and I promise to do my best to answer emails very quickly but since I am only 14 and am in school during the day I prefer to do business via email instead of phone. I hope you understand and am so happy you ordered! Thank you again.

Thanks
Sofi

From: Wise Pocket Products (Shopify) mailto:***@shopify.com
Sent: Wednesday, January 15, 2020 4:55 PM
To: ***@gmail.com
Subject: New customer message on January 15, 2020 at 5:55 pm

You received a new message from your online store's contact form.

Name:
JOAN *** ODER # 1815 placed
Email:
***@AOL.COM
Phone Number:
XXXXXXXXXX
Body:
I think u should have a date when u ship or a prox time that the sox will arrive like " your order will take aprox 2 weeks " also I would like a customer service phone number in case I never receive the order, I hate waiting for an E mail to get an answer I asked my friends and they would like a Phone number too, they are hesitant to order unless they have a customer phone number, with all the theft going on today, they are skeptical to order your product. As I am taking the chance that u are a legitimate site.... thank u

Ms. Robles,
I wanted to reach out to you as well to see how to handle this situation. I have never had this issue come up and want to make sure that I am doing everything I need to in making sure that the customer is taken care of. I have sent her the return label for the socks that she received and have refunded her the entire amount of her purchase. As you can see from the emails below when she initially emailed me I emailed back within an hour. I do wish I would have sent out another email letting her know about the wait time on the white socks due to a manufacturing hold up beyond my control. I wish that she would have emailed me directly with the complaint of the socks but understand that she may have felt this was her only avenue to get things taken care of. I would have done whatever she wanted either way.

As I stated to her I have an iphonex that fits into the pocket and it is shown on the site how the pocket does not have a flap and that it is just open at the top as well as my demonstration of that on the site and any clips on you tube and the show. I have many friends and family that all wear them with no problems as well as the other clients that I have shipped out to and have had a great response of people who like them. I am very sorry that she is disappointed in the product and honestly am grateful to have her feedback so that I can make improvements in the future. I hope that this will satisfy this complaint and that maybe if she is up for me giving her a call to discuss further I can get her advice on making different versions of Wise socks that maybe have a flap or something better and turn her back into a Wise Pocket Product customer in the future.
Thank you for bringing this to my attention and please let me know if there is anything else that I can do to make this better. Like I told her I am 14 and still have a lot to learn! Thank you for helping me to do that.