Complaint Review: Urbani Truffles USA Inc.

I'm a sale person for Urbani Truffles and I took care of this case. Urbani is the largest and most famous truffle company in the world and we are a point of reference for the finest restaurants and most refined gourmet around the globe. We have been featured on Oprah's favorite things 2012, Wine Spectator, 60 Minutes and on several books, publications , tv shows. We take customer satisfaction really seriously and we are proud of our fresh truffles and truffled products.

Information reported by user are not correct: we don't sell fresh Chinese truffles, and customer received a refund the same day we received the product back, we have all the documentation to prove it.

We sent a refund back by paypal with transaction #0YB90300LW577892H on 11/16/2012 the same day we received the truffles back by usps trk# 9468110200828549620148 on 11/16/2012

We don't sell fresh chinese truffles, we sell only high quality fresh european truffles. This public accusation from the customer is really serious. I have all the documentation about this case, email sent to the customer and paypal refund.

On November 13 customer send me an email that truffles are tasteless, that are chinese truffles that Chinese feed to pigs, that he offered truffles to "many people that confirmed that truffles were bad", and that he understand about truffles because he "is in wine business".

I politely explained to the customer that our truffles are not chinese, and when he insisted I asked him to take a sample to a mycologist / truffle expert that would have confirmed that truffles were European burgundy truffles (Tuber uncinatum). I tried also to explain to customer that burgundy truffle has not a strong aroma as black winter truffles (I think he get confused and actually was looking for Tuber melanosporum, that particular kind of truffle was not in season and is more aromatic but is also more expensive), and I asked questions about how he cooked it, how many grams for portions he used, and other questions that could have helped to solve his doubts. Customer never replied to my questions, and tell me again that I should send him real truffles and not "chinese truffles that Chinese feeds to pigs".

I knew that quality of burgundy truffles I sent to him was good, and that customer would have been unhappy also with new truffles, so I asked him to send product back for a refund.

I receive truffles a couple of days later, improperly packed (no insulation box, no paper wrap, he just sent them by usps in a plastic bag in a regular envelope). Before throwing away the truffles (due to improper shipping truffles were molded, soft and useless) I weight the truffles and notice that truffles have not been used at all. Were missing just few grams due to natural shrinkage (I wonder how he tasted the truffles and how he offered them

to "many people" if we received all the truffles back). I contacted the customer and in any case sent him a full refund including shipping cost the same day we received the truffles back.

We sent a refund back by by paypal with transaction #0YB90300LW577892H on 11/16/2012 the same day we received the truffles back by usps trk# 9468110200828549620148 (it's possible to check the date online)

Customer not only issued a claim with paypal, but issued also one with his credit card company. Paypal took care of the claim with the credit card and we won the case.

This is the paypal case # PP-002-079-619-229 this is what paypal write to us: This claim has been decided in your favor. We'll deal directly with the credit card issuer during the investigation of the chargeback, and we'll cover all fees related to the claim.You don't need to participate in this investigation at this point. We might email you later to request more information about this transaction.

For further explanations you can find our contact information on our web page www.urbani.com

Sorry for any grammar mistakes: I'm italian, just as our truffles!!!