Dear customer,
We received your e-mail on Saturday, November 29th, during Thanksgiving weekend, and normally every company is open from Monday to Friday. We would have replied to your email today, Monday, but you wrote the negative review before we could even reply.
The e-mail you received asking for a review is part of an automated sequence of multiple e-mails that are automatically generated by the system after we receive an order. It is not sent by a person, and therefore this e-mail can also be sent during the weekend or on a holiday.
This is the text of your email from Saturday
Hi Vignoli Food team,
I was very excited for my olive oil to arrive today!
Unfortunately, it had leaked quite a lot during transit. The bottle and lid don’t seem obviously damaged, but the box was obviously not treated well during transit. I would recommend trying to improve your packaging! I love to order and sample new olive oils, and this was my first bottle from your store, but I have to avoid certain stores that don’t package the bottles well enough.
We are very happy that you appreciated the quality of our oil and we thank you for your comment.
Regarding the oil leakage, unfortunately this inconvenience can occur — it’s not common, but it is possible. The percentage is extremely low, but over the past 3 years we have had about ten cases similar to yours. The cause depends on temperature and pressure fluctuations that occur during transit, especially temperature fluctuations (significant temperature differences that can occur during transit from our warehouse in Florida to the final destination).
The caps we use are tamper-proof and anti-refill, meaning they do not allow the bottle to be refilled once the oil is finished.
We assure you there is no risk to your health; the amount of oil that leaks is normally very small, and to offset this issue we usually fill the bottles with slightly more oil to compensate for any possible loss of a few onces.
Our labels are grease-proof, so you can simply wipe them with a paper towel and they clean easily.
We are sorry for the inconvenience, and we will also send you a private e-mail.