BottleStore.com

Dear Elizabeth, First, I would like to thank you for being a regular and loyal customer for the past couple of years. We truly appreciate your business and are very sorry that your most recent order was short 30 caps. We certainly do not think you are lying, and we take full responsibility for the packing error on our end. We sincerely apologize if the explanation of our policies came across as blaming you for the error; that was absolutely never our team's intention. When our representative mentioned a "one-time courtesy," they were simply explaining how they were able to bypass our standard system policies to make things right for you. For transparency, our policy, which is listed in the FAQ section of our website, states the following: "What if my order is damaged or if I’m missing item(s) from my order? We must be notified of damaged goods or shortages within 10 days of delivery. Please inspect all packages upon arrival... Disclaimer: If we are not notified of damaged or missing packages within the specified timeframe, we have the right to waive the option of sending replacements to you at no cost." Because your order was delivered on June 22nd, your request fell well outside of this standard window. This 10-day timeframe exists to accurately track warehouse inventory and resolve packing discrepancies quickly. However, because we highly value your loyalty, our representative overrode the system to send your replacements right away at no cost, which is why it was noted as a courtesy exception. We completely understand that counting out 525 pieces immediately upon arrival is tedious, especially when you don't use all the bottles at once. As our representative mentioned, if you ever place a large bulk order in the future and need more than 10 days to inspect your items, please just send us a quick message! We are always happy to make a note on your account and extend that inspection window for you. We are glad we were able to ship those replacement caps to you, and we hope to continue serving your business. Sincerely, Edward