PopCultureSpot.com No Customer Service, Order not shipped Internet

Our company has prided ourselves on excellent product, selection, quality, and customer service for many years. 

This order was placed by the customer on Saturday, September 3, 2011 and we sent an email to the customer at the beginning of the business week on Monday, September 5, 2011 an email that the product had gone out of stock. It further detailed that the product had been in-stock, however noticed a problem with the latest product that had been received due to a manufacturing error and did not want to ship the product, so we considered it to be out of stock and would be restocked around September 15, 2011. The email was sent to the customer's provided email address.

A week and a half later, we received an email from "an angry customer" that we had not contacted, ignored them, and she had not received her order, etc. Per our standard policy, we responded to her in a very prompt fashion and informed her that we had sent an email promptly on the 5th and stated that it was very possible that her email was spam filtered, or looking back now, the provided email address might have not been correct.

We detailed, again, what was sent in the original email. It should be noted that we do not provide customer service via telephone as we require our staff to fully document all customer service inquiries and do so in digital copy to ensure that we have the correct information. We make that known in our documentation and on the telephone.

For whatever reason, the customer did not receive our email and we properly addressed the situation. Furthermore, her order was NOT charged for, as we only charge customer's credit card when the order ships. 

This has clearly been a communications miscommunication, but we felt that it was very necessary to respond to such especially since our intent was that the latest product shipment that came in was not up to our quality standards and we did not want to ship out a product that we deemed to be defective.