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Recently, there have been lots of negative comments
about orders placed with Glutensolutions.com  I was a
little surprised at these as we have ordered with
glutensolutions many time since my son was diagnosed
with CD 1 1/2 years ago and have always been very
pleased with the service and selection that they
provided.

While filling out a customer survey, I commented on
all the bad press that glutensolutions has been
receiving on the listserv.  Bryan, the owner of
glutensolutions, sent the following response to me and
I, as a VERY SATIFIED customer, think that the record
needs to be set straight.

"As for the LISTSERV comments, they were personally
hurtful, and I am disappointed. I take those things to
heart.  We are not some huge company that is making
lots of profits by milking customers.  We  have
struggled to build this company up from the ground
floor, and have done it one customer at a time."

"The customer who sent us the email inadvertently sent
us a computer virus attached to her email,and our
email software automatically deleted her message to
protect us.  We never received any of her emails.
When I heard about her comments on the LISTSERV
(thanks to some of our loyal customers), we refunded
her money in full, and attempted to contact her
several times via phone and email, but she never
called or wrote back. We even offered her a $25 store
credit for her inconvenience and to thank her for her
patience."

"It was an isolated incident that was rectified to the
best of my ability.  I am very disappointed that
someone would say something like "let's hit them where
it hurts".  I started this company in 1999 to fill a
need for people who were struggling to find specialty
foods, and when I see customer sentiments like this,
it makes me wonder if they know that the only reason
we have survived is that we have happy customers who
return again and again.  This was strictly a
mis-communication, and it got blown completely out of
proportion on the LISTSERV.  I wish people would take
the time to post their positive experiences instead of
just trying to cast disparaging remarks about a
company that is only trying to help them."

Sorry this was so long but sometimes things are not
always as they appear.  My family will contine to be a
loyal customer of glutensolutions.  We are very
thankful to have places to like this which offer such
a good selections of products, and yes - have REALLY
GOOD CUSTOMER SERVICE.

Regards,
Kate Panagia
Lehigh Valley PA Celiac Support Group



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