Looping the Hen

Good Answer

This is the response I received from the vendor in response to the letter in my prior post. I'm pretty happy with it, and it conforms to how I like my vendors to respond to me and my employer if there is a problem: accepting of responsibility, statement of how they are willing to fix the problem, and offer of reasonable recompense. I am pretty sure we'll work out something that is a win for us both!

This is great. First off let me start with we are very sorry that this happened and are willing to make it right. I have a new shipper and yes if we are going to ship it Priority for free then a free priority box should have been used. The one problem I do have is that (and I know you didn't come out and say it) is we would never open the box and re sale it. Your box was pulled off the self and shipped directly to you un tampered. We do want your feedback and are willing to try to make it right, within reason. Our police is that you can return the product for a full refund or replacement that would be shipped in a box. We normally do not pay for the return shipping but this time we would for you or you could just put return to sender on the box and drop it in the mail. My opening statement of this is great refers to your commitment to communicating instead of just leaving -feedback. We want to make this right and would like to keep you coming back. Once again We are sorry. Jeremy Owner