Business ProfileforTortuga Imports, Inc.

I ordered a variety pack of 6 rum cakes. Ordered on 3/17/2023, They said they were delivered on 3/19/2023. But they werent. I called on 3/20/2023 to ask them where they were. They proceeded to tell me they were delivered. I filled a complaint in line. Than called 2 more times. I give my cell#, my phone # and email. They havent got back in 2 weeks. I just want my rum cakes or a refund. I checked the one email confirmation. They had my address wrong. I have auto fill on my iPad so I kniw the address was given correctly. I appreciate a feed back. *************************

We acknowledge receipt of the complaint filed by the customer concerning the delivery of her order. Our records indicate that on March 22nd, 2023, we received two email queries from the customer, which were responded to on March 23rd, 2023, indicating that the order had been delivered. We have been provided confirmation including pictorial evidence of same.  We however advised the customer to file a claim with the  insurance company which is a service offered to our customers and given that she had purchased the insurance we would have naturally assumed that was her chosen route.
Yesterday April 3, 2023, we received two messages from our call center, from the customer stating that the orders had been delivered to the wrong address. Subsequently, we attempted to contact the customer and requested her to provide the correct mailing address. However, we are yet to receive a response from her.
It is essential to note that the customer did not contact us between the initial contact on March 22nd, 2023, and the latest contact April 3 2023, to indicate that she needed further assistance or that she was not satisfied with the assistance provided.
For the avoidance of doubt, the order was placed using an iPhone, and the address provided by the customer was not entered by ********************** or anyone acting on our behalf. Both the billing and shipping addresses matched, and we fulfilled the order as per the customer's instructions.
We take the customer's concerns seriously, and we are committed to finding a satisfactory resolution. We request that the customer contacts us directly to provide the correct mailing address so that we can investigate the matter further.
We would like to inform the customer that we comply with all applicable laws and regulations and take our obligations seriously. Should the customer require further information, we are happy to provide it.
Thank you for your attention.