Reply from Dreamcatchers Reality LLC.Aug 13, 2023
Dear Raisa B. (Ibanie J.),
We deeply value your feedback & are resolute in addressing the concerns you've voiced in your review. Your insights carry significant weight, and we sincerely consider each customer's perspective. At the very essence of our values lies an unwavering commitment to maintaining a standard of service that is exceptional.
We acknowledge the circumstances surrounding shipping response times. Our unwavering objective is to consistently provide a service that is efficient and exceptional, while also bearing the responsibility of approaching all matters with the utmost fairness and impartiality.
Effective and transparent communication plays an integral role in resolving misunderstandings. The presence of threats and disputes can intricately complicate matters, potentially hindering our capability to deliver the highest level of service to all of our esteemed customers. We fervently hope that you recognize our persistent dedication to fostering an environment marked by transparency, respect, and fairness—for the collective benefit of our valued customers and our business alike.
We'd also like to highlight an email dispatched from our Claims Investigation Department on 07/28/2023 at 3:10 PM. This email effectively elaborates on the precise reasons that led to the decision to cancel the order. Additionally, we wish to refer to the interaction that transpired between you and our social media team via Instagram. While you expressed an intent to raise concerns about what you perceived as a lapse in professionalism on our part, we believe it's imperative to provide a more accurate portrayal of the scenario. At the outset, we proactively initiated contact on 07/08/2023 to verify your order due to potential fraud flags. Your response on 07/09/2023, confirming the order's details, was met with our assurance of processing your order accordingly. Furthermore, in light of the extra verification required, we extended an additional 15% discount atop an already discounted item. This resulted in a comprehensive 30% discount, coupled with complimentary shipping.
On 07/17/2023, we reached out to notify you of the unfortunate loss of your order during transit. Swift action was taken to promptly reship the order after confirmation. We promptly addressed this matter with a profound apology and extended an additional 25% discount, augmenting the existing 30% discount, which cumulated to a substantial 55% discount, coupled with complimentary shipping. Our commitment to providing exemplary customer care persisted throughout the process, including our promise to proceed with shipment should the item be located—a commitment we remain resolute to uphold if the item surfaces.
Regrettably, the situation took a negative turn as threats of disputes related to shipping response times emerged during your Instagram correspondence. While we consistently strive to provide prompt and superlative service, we're equally dedicated to impartially addressing all matters. In view of this, it was deemed necessary to engage our Claims Investigation Division to ensure transparency and accuracy in the process. This led, regrettably, to the decision to cancel your recent order.
Effective communication is vital for resolving misunderstandings. Threats & disputes can hinder our ability to provide exceptional service to all valued customers. We hope you recognize our dedication to cultivating a transparent, respectful environment for the benefit of all.
We deeply understand and empathize with your dissatisfaction, offering our sincere apologies for any inconvenience caused. Our unwavering commitment to integrity, honesty & customer satisfaction guides our interactions, and we strive to embody these values in every engagement. We kindly request your understanding amid the complexities of this situation.
We sincerely appreciate the time you've taken to share your concerns, & we're deeply thankful for your understanding.
The Dreamcatchers Reality Team
