After receiving stale food product (Australian cookies), I notified the vendor whose response was that I might not be familiar with the particular cookie and that my assessment may be incorrect. Having assured her that these cookies were a favorite and that they were absolutely stale, the vendor then informed me they did not offer refunds. Giving the vendor another opportunity to do the right thing, I was then told that my assessment was indeed wrong, that there was nothing defective about the order, and that they could provide me contact details for other Australian product vendors if I like. My response was reiterate my position and point out a couple of other inconsistencies in their e-mail to me. The vendor’s only response, dripping with sarcasm: “Thanks for your e-mail. Have a Fantastic week.” When my mother, who placed the initial order, tried to get a more positive outcome with the owner of the company, Christyne, her response was, “For him to tell me they were stale, is beyond comprehension…The staff and I do not have time to sit here and write [your son] emails all day long and tell him the biscuits are fresh.”

To summarize:
• I was sent a defective product;
• The vendor refused to give a refund or replacement;
• The vendor accused me of lying with my complaint;
• The vendor responded with sarcasm and rudeness, rather than act with professionalism and do the right thing.