T Fox Brand

Hi Miriam, We have resolved the problem with the customer Our policy is we email the customer with our procedures for replacement and the Lost orders/damage items formThe form was not submitted back to us for replacement, therefore the request was not processed We use the form for our record keepingWe also ask for a picture of the damaged item Once the form is returned to us we will issue a refund or replacement within business days We sent the form to this customer on Aug 3, and again on August 4, because the customer sent us a response email stating that the form and picture was attached however the form did not attach to the email I have called the customer and followed up to complete the replacement requestAfter speaking with the customer he resent the form and I verified that it was received We have shipped the replacement out on Aug 29, once the documentation form was submitted The matter has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12324585, and find that this resolution is satisfactory to me.

Hi Miriam, We have resolved the problem with the customer.   Our policy is we email the customer with our procedures for replacement and the Lost orders/damage items form. The form was not submitted back to us for replacement, therefore the request was not processed.   We use the form for...

our record keeping. We also ask for a picture of the damaged item.   Once the form is returned to us we will issue a refund or replacement within 5 business days.   We sent the form to this customer on Aug 3, 2017 and again on August 4, 2017 because the customer sent us a response email stating that the form and picture was attached however the form did not attach to the email.  I have called the customer and followed up to complete the replacement request. After speaking with the customer he resent the form and I verified that it was received.  We have shipped the replacement out on Aug 29, 2017 once the documentation form was submitted.   The matter has been resolved.