Emailing CEOs 101

Emailing CEOs 101 Hi Victoria - nice to hear from you and thank you for your interest in I'd be happy to talk to you next week - I'm in the this week actually, and my We're sorry to see that your recipient did not receive their gift- that's never what we want to happen! Our team would be happy to bake and ship a new gift box of cookies to your recipient for the cost of shipping instead of the full cost of a new order. This is a direct charge we incur from the carrier, and this order will not be eligible for a refund. We're sorry to see that your recipient did not receive their gift- that's never what we want to happen! Our team would be happy to bake and ship a new gift box of cookies to your recipient for the cost of shipping instead of the full cost of a new order. This is a direct charge we incur from the carrier, and this order will not be eligible for a refund. I'm confused, am I expected to pay for shipping again? It doesn't quite make sense to send the cookies back Hi Victoria, We are able to send a fresh batch of cookies to another recipient or to your location for the cost of shipping. As a loyal Levain customer -- am shocked by how this is being handled. One of my orders, paid for in full, was returned to your bakery as "undeliverable" despite the address being used without issue on previous orders. I've now been told that reshipping to the same address requires paying again, with no option for a refund. As a loyal Levain customer -- am shocked by how this is being handled. One of my orders, paid for in full, was returned to your bakery as "undeliverable" despite the address being used without issue on previous orders. I've now been told that reshipping to the same address requires paying again, with no option for a refund. mine. Given the original shipment was already paid for, a refund, credit, (with tax + shipping included), or free reshipment to - address of my choice seems like the next reasonable step. I have truly enjoyed using Levain as my go-to gifting service, and I'm hoping this can be resolved quickly and reasonably. Hi Victoria, Thank you so much for taking the time to reach out, and first and foremost, I want to sincerely apologize, not just for your gifting experience, but also for our delayed response. To help make this right, we're going to issue a full refund for this order, and we'd also be happy to send a fresh replacement shipment at no additional cost - just let us know where you'd like it sent and when you'd like it to arrive, and we'll take care of the rest. I'd also love the opportunity to connect with you personally. If you're open to it, could you let me know the best phone number to reach you and a time that works best for a quick call? I'd appreciate the chance to apologize directly. hope that helps and follow for more mwah