I am very sorry to hear that you received the wrong flavor of your trial sample of BioTrust Low Carb. I am sure you were looking forward to trying the Milk Chocolate flavor, and I can imagine your disappointment when you opened the package to find a container of Vanilla Cream.
We take full responsibility for the mix-up, and we will make this right for you. For starters, we're going to send you a full-size container of the Milk Chocolate flavor at no additional charge to you. Also, there's no need to send back the trial sample of Vanilla Cream. Please share it with a friend or family member.
I am going to see if we can locate your account in our system given the details you've provided. However, to ensure that we remedy this as quickly as possible, can you please email me at tskwiat@biotrust.com so I can verify your shipping address?
Please accept our most sincere apologies, Mary. We greatly appreciate you allowing us the opportunity to make this right for you.
My best,
Tim Skwiat
PS - Did you happen to contact a member of our Customer Care Team to report this incident?
Company Response from BioTRUST
Hi Mary,
I am very sorry to hear that you received the wrong flavor of your trial sample of BioTrust Low Carb. I am sure you were looking forward to trying the Milk Chocolate flavor, and I can imagine your disappointment when you opened the package to find a container of Vanilla Cream.
We take full responsibility for the mix-up, and we will make this right for you. For starters, we're going to send you a full-size container of the Milk Chocolate flavor at no additional charge to you. Also, there's no need to send back the trial sample of Vanilla Cream. Please share it with a friend or family member.
I am going to see if we can locate your account in our system given the details you've provided. However, to ensure that we remedy this as quickly as possible, can you please email me at tskwiat@biotrust.com so I can verify your shipping address?
Please accept our most sincere apologies, Mary. We greatly appreciate you allowing us the opportunity to make this right for you.
My best,
Tim Skwiat
PS - Did you happen to contact a member of our Customer Care Team to report this incident?