General Glass and Mirror Corporation

Initial Business Response /* (1000, 5, 2016/03/04) */
I am writing this email in response to a complaint you received from our customer *** (case # ***)It is very unfortunate that our customer is disappointed with her order from Canadian Organic Maple CoLtd
I believe the
misunderstanding is due to the lack of standardization of Maple Syrup gradesMaple Syrup is grading by light transmittance measured by a spectrophotometer
I have attached a table showing the different grade designationsI did explain to *** via email how the grades differ between Canada and the USThe grades are changing in Canada again and it is very confusing for the consumer
On our website we sell a 4L ***, which bundles a Litre jug of *** (Grade B) for $***This includes a copy of *** book "***"Our cost for the book is $***We sell the same Litre jug (***, Grade B) alone for $***
I have attached a screen shot of our website to show you that the grade "***, Grade B" is shown on the page where the order is placedWhen *** references the price she paid of $***- that includes shipping with Canada Post of $***
We did offer for her to return the product in an email on February 23, Unfortunately, she opened the syrupOnce the product has been opened we are not able to refund the purchase price
We go through a rigorous inspection by *** during our production season and during bottlingWe follow their guidelines on classifying the grades
Our customer makes a reference to page of "***" which I have including in the attachment
***"
We have many customers that buy our Organic syrup for this *** and many repeat customers
The customer received her product in a timely manner, she received what was stated on the website, we did offer for her to return her order but unfortunately it was already openedShe does have a litre jug of Organic Maple syrup as well as a book by ***
Initial Consumer Rebuttal /* (3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response given by the business to the Revdex.com was the same response given to me in my three emails to the company upon receipt of their product*** What they are selling is NOT the bulk maple syrup that a*** is looking for and they know it, otherwise I would have been a very happy customer***