Hi,
thank you for taking the time to lay this out in such detail and you're right, that wasn't a fair response to your criticism.
To be honest: our service level has genuinely dropped over the past few weeks/months, and we're still working internally on getting the root causes under control. That's not a state we're happy with as previously mentioned in our public apology post, and it's not what you should expect as a customer, especially after we'd made you a concrete compensation promise.
The missing sweeteners were a mistake by our new packer, and that shouldn't have happened regardless of what was in the original shipment.
We reached out to you via message so this can be resolved.
Again: sorry for the hassle, and thanks for your patience.
thank you for taking the time to lay this out in such detail and you're right, that wasn't a fair response to your criticism.
To be honest: our service level has genuinely dropped over the past few weeks/months, and we're still working internally on getting the root causes under control. That's not a state we're happy with as previously mentioned in our public apology post, and it's not what you should expect as a customer, especially after we'd made you a concrete compensation promise.
The missing sweeteners were a mistake by our new packer, and that shouldn't have happened regardless of what was in the original shipment.
We reached out to you via message so this can be resolved.
Again: sorry for the hassle, and thanks for your patience.

