Business ProfileforGesswein

We placed order No. ***** with Gesswein on November 12th, 2023, for Item No. ******** ********* ***** Combo Bench Stone – 4-3/4” x 2”. The cost of the item was $336.68, with discounts and shipping charges applied, totaled $315.81. On December 4th, 2023, we received an empty **** Priority Mail envelope with tracking details matching our Order No. *****, with affixed **** labels stating that the lightly padded envelope was “Received Unsealed” and “Received Without Contents”. I immediately emailed Gesswein about the issue. *Note, please review my email to Gesswein dated December 4th, 2023, alerting them to the issue and photographs of the damaged envelope in attachment “Email Details”. I received a response from Jennifer C***, Customer Service Associate, on December 5th, 2023, stating “I will ship a reorder to you and request better packaging for this shipment or reinforcement. I will handle the claim. Please disregard any new invoice you may receive, a credit will follow.” On December 12th, 2023, we received another shipment from Gesswein. It was packaged in the same lightly padded envelope, which was, once again, empty and torn in the same place as the original shipment. This time, I was with the **** driver and our traffic manager. We refused the shipment, and the envelope was returned to Gesswein (see attachment “2nd Return”). I emailed Jennifer Cruz that the second shipment was unsealed and without contents. I followed up with a phone call and left a message. I have since called multiple times and left messages, including to Kimberly Arnette, Sales Manager, without any response whatsoever. I must say I am very surprised that such a fragile (brittle) and expensive item was mailed in such a thinly padded envelope. Moreover, I was shocked that a company such as Gesswein would not respond. We have been billed twice and have not seen the promised credit for the first shipment. We would like the order cancelled and full refunds issued, including all shipping charges.