Hi Melissa,
We take every concern seriously, and we’re genuinely sorry that you feel disappointed with your experience. However, we do want to clarify several important points, as your review contains claims that do not accurately reflect the process or the support we provided.
Before production, you approved a full specification sheet, including the exact details for the cookie bags, materials, and structure. The bags were manufactured exactly according to the specifications you signed off on, and as we explained in our email, the bags you received were glassine, not plastic. We also shared the original approved proof again when you raised your concerns.
Regarding the other items, you mentioned damage and issues with handles. We immediately asked for clear photos and exact counts so we could reproduce or replace any affected units at no cost. This is our standard quality-support process, and we were ready to resolve those items quickly.
Your claim that we offered only a 15% solution is also incorrect.
We offered you a 30% refund as a goodwill gesture, despite the order being produced according to the specifications you approved. This was our attempt to support you and maintain a positive relationship, even though the items met the agreed standards.
We absolutely do not “pretend nothing is wrong,” nor do we dismiss concerns. We work with thousands of small businesses and take pride in honesty, transparency, and accountability. Quality control is central to our work, and we always stand behind our products when issues are verified.
We remain committed to resolving this fairly. If you would like to move forward with replacements for any damaged items or accept the 30% goodwill refund, our team is ready to assist.
Thank you,
Tribrid Packaging
