File: D:/hMailServer/Data/sarahharvey.com/sue/6F/{6F19C20A-0E9B-408D-B078-DA46E46F88C8}.eml
Content-Type: multipart/alternative;
boundary=Apple-Mail-3A20CE06-263A-44E4-A016-96D33D9CBAC2
Content-Transfer-Encoding: 7bit
From: Susan Home <sue@sarahharvey.com>
Mime-Version: 1.0 (1.0)
Subject: Re: Order No.58238 - Susan Home - Query (Dry Ice - Delivered at 10:22)
Date: Fri, 1 May 2026 11:28:15 +0100
Message-Id: <DC950496-809F-4CA7-A0FD-B53D01063E20@sarahharvey.com>
References: <CWXP123MB318974B6B9DBEB28A844B7E5E7322@CWXP123MB3189.GBRP123.PROD.OUTLOOK.COM>
In-Reply-To: <CWXP123MB318974B6B9DBEB28A844B7E5E7322@CWXP123MB3189.GBRP123.PROD.OUTLOOK.COM>
To: Hello <hello@packd.co.uk>
--Apple-Mail-3A20CE06-263A-44E4-A016-96D33D9CBAC2
Content-Type: text/html;
charset=utf-8
Content-Transfer-Encoding: quoted-printable
<html><head><meta http-equiv=3D"content-type" content=3D"text/html; charset=3D=
utf-8"></head><body dir=3D"auto">Yes of course I understand and I honestly t=
hink it=E2=80=99s an issue at the currier end. Yes if you can refund me plea=
se and could you keep me updated as I love your fruit and veg and want to pl=
ace an order again.<div><br></div><div>Regards</div><div><br></div><div>Sue&=
nbsp;<br id=3D"lineBreakAtBeginningOfSignature"><div dir=3D"ltr">Sent from m=
y iPhone</div><div dir=3D"ltr"><br><blockquote type=3D"cite">On May 1, 2026,=
at 11:19=E2=80=AFAM, Hello <hello@packd.co.uk> wrote:<br><br></blockq=
uote></div><blockquote type=3D"cite"><div dir=3D"ltr">=EF=BB=BF
<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Dutf-8">
<meta name=3D"Generator" content=3D"Microsoft Word 15 (filtered medium)">
<!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]--><style>@font-face { font-family: "Cambria Math"; }
@font-face { font-family: Calibri; }
@font-face { font-family: Aptos; }
@font-face { font-family: Times; }
@font-face { font-family: Tahoma; }
p.MsoNormal, li.MsoNormal, div.MsoNormal { margin: 0cm; font-size: 12pt; fon=
t-family: Aptos, sans-serif; }
a:link, span.MsoHyperlink { color: blue; text-decoration: underline; }
p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph { margin: 0cm 0=
cm 0cm 36pt; font-size: 12pt; font-family: Aptos, sans-serif; }
span.EmailStyle21 { font-family: Aptos, sans-serif; color: windowtext; }
.MsoChpDefault { font-size: 10pt; }
@page WordSection1 { size: 612pt 792pt; margin: 72pt; }
div.WordSection1 { page: WordSection1; }
ol { margin-bottom: 0cm; }
ul { margin-bottom: 0cm; }</style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext=3D"edit">
<o:idmap v:ext=3D"edit" data=3D"1" />
</o:shapelayout></xml><![endif]-->
<div class=3D"WordSection1">
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Hi Sue, <o:p></o:p><=
/span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"><o:p> </o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Please don=E2=80=99t=
YOU feel bad, we=E2=80=99re just sorry that it keeps happening to you!! If I=
=E2=80=99m honest, I genuinely don=E2=80=99t know what is happening. L=
ast time the cause was clear, on this occasion, it was delivered when
it should, in the time frame it should, and the box looks to be a suitable s=
ize for the products. However, on this occasion it=E2=80=99s worse as t=
here is a bag burst. My only conclusion is that your local depot is mi=
shandling the boxes, so I will need to raise
this with our DPD Account Manager to investigate further.<o:p></o:p></span>=
</p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"><o:p> </o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">In the meantime, I w=
ould like to resolve this for you as soon as possible, and whilst we=E2=80=99=
d love for you to have more products, I=E2=80=99m slightly loathed to offer t=
hat when we can=E2=80=99t guarantee they won=E2=80=99t receive
temperature abuse or mishandling in transit. Therefore, would you acc=
ept a refund on this occasion? Then, once I have some sort of idea fro=
m our DPD account manager that it has been investigated appropriately, I wou=
ld be happy to issue you a small store
credit on your account to put towards a new order?<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"><o:p> </o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Do please let me kno=
w your thoughts.
</span><span style=3D"font-size:10.0pt;mso-fareast-language:EN-US"><o:p></o:=
p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"><o:p> </o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">In the meantime, ple=
ase compost or dispose of the defrosted items again, so sorry we hate waste.=
<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"><o:p> </o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">We=E2=80=99re so sor=
ry again for this issue, and the fact it=E2=80=99s the second time, we absol=
utely would not have suggested a replacement, were we not confident you woul=
dn=E2=80=99t receive it beautifully frozen.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"><o:p> </o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">We look forward to h=
earing from you.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"><o:p> </o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Kind regards,<o:p></=
o:p></span></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Katie<o:p></o:p></sp=
an></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-ligatures:standar=
dcontextual"><o:p> </o:p></span></p>
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"800" style=3D"width:600.0pt;background:white;border-collapse:co=
llapse">
<tbody>
<tr style=3D"height:199.8pt">
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" align=3D"left" width=3D"400" style=3D"width:300.0pt;border-collapse:coll=
apse">
<tbody>
<tr>
<td width=3D"100%" style=3D"width:100.0%;padding:7.5pt 0cm 3.75pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"color:#1D1E1C;mso-ligatures:standar=
dcontextual">KATIE WITHERS</span></b><span style=3D"color:#1D1E1C;mso-ligatu=
res:standardcontextual"><o:p></o:p></span></p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;color:#1D1E1C;mso-=
ligatures:standardcontextual">Customer Experience Lead</span></b><span style=
=3D"font-size:10.0pt;color:#1D1E1C;mso-ligatures:standardcontextual"><o:p></=
o:p></span></p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><span style=3D"font-size:1.0pt;color:black"><img widt=
h=3D"150" height=3D"34" style=3D"width:1.5666in;height:.35in" id=3D"_x0000_i=
1050" src=3D"https://www.optimadesign.co.uk/images/client-images/packd/logo.=
png" alt=3D"Packd Logo" data-unique-identifier=3D""></span><span style=3D"ms=
o-ligatures:standardcontextual"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr style=3D"height:16.5pt">
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm;height:16.5=
pt">
<p class=3D"MsoNormal"><b><span lang=3D"IT" style=3D"font-size:9.0pt;color:#=
1D1E1C;mso-ligatures:standardcontextual">E
</span></b><span lang=3D"IT" style=3D"font-size:9.0pt;color:#1D1E1C;mso-liga=
tures:standardcontextual"><a href=3D"mailto:hello@packd.co.uk"><span style=3D=
"color:#0563C1">hello@packd.co.uk</span></a><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm"></td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"190" style=3D"width:142.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"190" style=3D"width:142.5pt;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"100" style=3D"width:75.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;color:#1D1E1C;mso-liga=
tures:standardcontextual"><a href=3D"https://www.packd.co.uk/" target=3D"_bl=
ank"><b><span style=3D"color:#1D1E1C">PACKD.CO.UK</span></b></a><o:p></o:p><=
/span></p>
</td>
<td width=3D"90" style=3D"width:67.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.facebook.com/packdco/" target=3D=
"_blank"><b><span style=3D"color:#1D1E1C;text-decoration:none"><img border=3D=
"0" width=3D"15" height=3D"15" style=3D"width:.1583in;height:.1583in" id=3D"=
_x0000_i1049" src=3D"https://www.optimadesign.co.uk/images/client-images/pac=
kd/FB.png" alt=3D"PACK'D Facebook" data-unique-identifier=3D""></span></b></=
a><span style=3D"color:#1D1E1C;mso-ligatures:standardcontextual"><o:p></o:p>=
</span></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.instagram.com/_packdco/" targe=
t=3D"_blank"><b><span style=3D"color:#1D1E1C;text-decoration:none"><img bord=
er=3D"0" width=3D"15" height=3D"15" style=3D"width:.1583in;height:.1583in" i=
d=3D"_x0000_i1048" src=3D"https://www.optimadesign.co.uk/images/client-image=
s/packd/IG.png" alt=3D"PACK'D Instagram" data-unique-identifier=3D""></span>=
</b></a><span style=3D"color:#1D1E1C;mso-ligatures:standardcontextual"><o:p>=
</o:p></span></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.linkedin.com/company/pack'd/" t=
itle=3D"https://www.linkedin.com/in/mitchleeuk/"><b><span style=3D"text-deco=
ration:none"><img border=3D"0" width=3D"15" height=3D"15" style=3D"width:.15=
83in;height:.1583in" id=3D"_x0000_i1047" src=3D"https://www.optimadesign.co.=
uk/images/client-images/packd/LK.png" alt=3D"PACK'D Linkedin" data-unique-id=
entifier=3D""></span></b></a><span style=3D"color:#1D1E1C;mso-ligatures:stan=
dardcontextual"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td width=3D"300" style=3D"width:225.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D Unit 3 Ingwo=
rth Road, Poole, England, BH12 IJY</span><span style=3D"mso-ligatures:standa=
rdcontextual"><o:p></o:p></span></p>
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D is a limited=
company registered in England and Wales company number 9005105</span><span s=
tyle=3D"mso-ligatures:standardcontextual"><o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:6.5pt;color:#1D1E1C;mso-liga=
tures:standardcontextual">VAT Number: 190330433.</span><span style=3D"mso-li=
gatures:standardcontextual"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<p class=3D"MsoNormal"><span style=3D"font-family:"Times",serif;co=
lor:black"><img border=3D"0" width=3D"400" height=3D"250" style=3D"width:4.1=
666in;height:2.6in" id=3D"_x0000_i1046" src=3D"https://www.optimadesign.co.u=
k/images/client-images/packd/floating-fruits.png" alt=3D"Floating Fruits" da=
ta-unique-identifier=3D""></span><span style=3D"mso-ligatures:standardcontex=
tual"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
<p class=3D"MsoNormal"><span style=3D"mso-ligatures:standardcontextual"><o:p=
> </o:p></span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"><o:p> </o:p></span></p>
<div>
<div style=3D"border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0=
cm 0cm">
<p class=3D"MsoNormal"><b><span lang=3D"EN-US" style=3D"font-size:11.0pt;fon=
t-family:"Calibri",sans-serif">From:</span></b><span lang=3D"EN-US=
" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif"> Sus=
an Home <sue@sarahharvey.com>
<br>
<b>Sent:</b> 01 May 2026 10:50<br>
<b>To:</b> Hello <hello@packd.co.uk><br>
<b>Subject:</b> Re: Order No.58238 - Susan Home - Query (Dry Ice - Delivered=
at 10:22)<o:p></o:p></span></p>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal">Katie<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class=3D"MsoNormal">You will not believe this it=E2=80=99s happened again=
no ice this time and the spinach bag has bust and all over bottom of the bo=
x, I has an email from DPD to say it should have been delivered yesterday I m=
ight be able to save the veg as they are
half frozen but the fruit is all soft<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class=3D"MsoNormal">See attached photo, I wanted to call you as I feel so=
bad this has happened twice <div><image001.jpg></div><o:p></o:p>=
</p>
</div>
<div>
<div>
<p class=3D"MsoNormal">Sent from my iPhone<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"><br>
<br>
<o:p></o:p></p>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt">On Apr 28, 2026, at 4:=
14<span style=3D"font-family:"Arial",sans-serif">=E2=80=AF</span>P=
M, Hello <hello@packd.co.uk> wrote:<o:p></o:p></p>
</blockquote>
</div>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Tahoma",sans-se=
rif">=EF=BB=BF</span> <o:p>
</o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Hi Sue, </span><o:p>=
</o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"> </span><o:p></=
o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Just to confirm we h=
ave now raised that replacement order for you, and this will be delivered to=
you on Friday 1st May. You should receive an email confirmation of th=
is order shortly if you haven=E2=80=99t already.
Please read over the order confirmation email carefully and if there are an=
y issues with the products listed or shipping address let us know as soon as=
possible.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"> </span><o:p></=
o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Finally, please keep=
an eye out for DPD delivery notifications on Friday as they will send throu=
gh an estimated time of delivery to you so you can ensure you=E2=80=99re at t=
he office and able to pop the items straight
into the freezer.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"> </span><o:p></=
o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Do come back to us i=
f there is anything further and we=E2=80=99re sorry again for the issue with=
your previous order.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt"> </span><o:p></=
o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Kind regards,</span>=
<o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt">Katie</span><o:p></o=
:p></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-ligatures:standar=
dcontextual"> </span><o:p></o:p></p>
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"800" style=3D"width:600.0pt;background:white;border-collapse:co=
llapse">
<tbody>
<tr style=3D"height:199.8pt">
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" align=3D"left" width=3D"400" style=3D"width:300.0pt;border-collapse:coll=
apse">
<tbody>
<tr>
<td width=3D"100%" style=3D"width:100.0%;padding:7.5pt 0cm 3.75pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"color:#1D1E1C;mso-ligatures:standar=
dcontextual">KATIE WITHERS</span></b><o:p></o:p></p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;color:#1D1E1C;mso-=
ligatures:standardcontextual">Customer Experience Lead</span></b><o:p></o:p>=
</p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><span style=3D"font-size:1.0pt;color:black;border:sol=
id windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg></div></span><o:p>=
</o:p></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr style=3D"height:16.5pt">
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm;height:16.5=
pt">
<p class=3D"MsoNormal"><b><span lang=3D"IT" style=3D"font-size:9.0pt;color:#=
1D1E1C;mso-ligatures:standardcontextual">E
</span></b><a href=3D"mailto:hello@packd.co.uk"><span lang=3D"IT" style=3D"f=
ont-size:9.0pt;color:#0563C1;mso-ligatures:standardcontextual">hello@packd.c=
o.uk</span></a><span lang=3D"IT"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm"></td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"190" style=3D"width:142.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"190" style=3D"width:142.5pt;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"100" style=3D"width:75.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.packd.co.uk/" target=3D"_blank=
"><b><span style=3D"font-size:9.0pt;color:#1D1E1C;mso-ligatures:standardcont=
extual">PACKD.CO.UK</span></b></a><o:p></o:p></p>
</td>
<td width=3D"90" style=3D"width:67.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.facebook.com/packdco/" target=3D=
"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;paddi=
ng:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b></a><=
o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.instagram.com/_packdco/" targe=
t=3D"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;p=
adding:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b><=
/a><o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.linkedin.com/company/pack'd/" t=
itle=3D"https://www.linkedin.com/in/mitchleeuk/"><b><span style=3D"border:so=
lid windowtext 1.0pt;padding:0cm;text-decoration:none"><div><~WRD2224.jpg=
></div></span></b></a><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td width=3D"300" style=3D"width:225.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D Unit 3 Ingwo=
rth Road, Poole, England, BH12 IJY</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D is a limited=
company registered in England and Wales company number 9005105</span><o:p><=
/o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:6.5pt;color:#1D1E1C;mso-liga=
tures:standardcontextual">VAT Number: 190330433.</span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<p class=3D"MsoNormal"><span style=3D"font-family:"Times",serif;co=
lor:black;border:solid windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg&g=
t;</div></span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
<p class=3D"MsoNormal"><span style=3D"mso-ligatures:standardcontextual">&nbs=
p;</span><o:p></o:p></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<div>
<div style=3D"border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0=
cm 0cm">
<p class=3D"MsoNormal"><b><span lang=3D"EN-US" style=3D"font-size:11.0pt;fon=
t-family:"Calibri",sans-serif">From:</span></b><span lang=3D"EN-US=
" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif"> Sus=
an Home <sue@sarahharvey.com>
<br>
<b>Sent:</b> 28 April 2026 13:15<br>
<b>To:</b> Hello <hello@packd.co.uk><br>
<b>Subject:</b> Re: Order No.58238 - Susan Home - Query (Dry Ice - Delivered=
at 10:22)</span><o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
<p class=3D"MsoNormal">Thank you yes if we can have a reorder please 1st may=
would be good. We love your products I am sad to see it wasted but agree th=
at I would not feel comfortable using it once defrosted.<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Thank you for your assistance and quick reply.<o:p></=
o:p></p>
</div>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Regards<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Sue <o:p></o:p></p>
<div>
<p class=3D"MsoNormal">Sent from my iPhone<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"><br>
<br>
<br>
<o:p></o:p></p>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt">On Apr 28, 2026, at 1:=
10<span style=3D"font-family:"Arial",sans-serif">=E2=80=AF</span>P=
M, Hello <<a href=3D"mailto:hello@packd.co.uk">hello@packd.co.uk</a>> w=
rote:<o:p></o:p></p>
</blockquote>
</div>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Tahoma",sans-se=
rif">=EF=BB=BF</span> <o:p>
</o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Hi Sue,
</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Sadly, if it=E2=80=99s defrosted, whilst as a company we hate to see w=
aste, we=E2=80=99d advise that you dispose of it, as we are unable to guaran=
tee our products is defrosted, and then refrozen=E2=80=A6
and if you did freeze it you=E2=80=99d likely find that they froze in to la=
rge blocks. </span>
<o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">In terms of resolving it for you, on this occasion we can either offe=
r you a:</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<ol style=3D"margin-top:0cm" start=3D"1" type=3D"1">
<li class=3D"MsoListParagraph" style=3D"margin-left:0cm;mso-list:l0 level1 l=
fo3"><span style=3D"font-size:10.0pt;mso-fareast-language:EN-US">Replacement=
order to be delivered on Friday 1<sup>st</sup> May, or the following Tuesda=
y, Wednesday or Friday.</span><o:p></o:p></li><li class=3D"MsoListParagraph"=
style=3D"margin-left:0cm;mso-list:l0 level1 lfo3"><span style=3D"font-size:=
10.0pt;mso-fareast-language:EN-US">Refund for the order to be processed back=
on to the card used for payment</span><o:p></o:p></li><li class=3D"MsoListP=
aragraph" style=3D"margin-left:0cm;mso-list:l0 level1 lfo3"><span style=3D"f=
ont-size:10.0pt;mso-fareast-language:EN-US">Refund as a store credit to be a=
dded to your PACK=E2=80=99D account to use as payment against a future order=
.</span><o:p></o:p></li></ol>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Do let us know your preference and we will get that sorted for you ac=
cordingly.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Kind regards,</span><o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Katie</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-ligatures:standar=
dcontextual"> </span><o:p></o:p></p>
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"800" style=3D"width:600.0pt;background:white;border-collapse:co=
llapse">
<tbody>
<tr style=3D"height:199.8pt">
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" align=3D"left" width=3D"400" style=3D"width:300.0pt;border-collapse:coll=
apse">
<tbody>
<tr>
<td width=3D"100%" style=3D"width:100.0%;padding:7.5pt 0cm 3.75pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"color:#1D1E1C;mso-ligatures:standar=
dcontextual">KATIE WITHERS</span></b><o:p></o:p></p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;color:#1D1E1C;mso-=
ligatures:standardcontextual">Customer Experience Lead</span></b><o:p></o:p>=
</p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><span style=3D"font-size:1.0pt;color:black;border:sol=
id windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg></div></span><o:p>=
</o:p></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr style=3D"height:16.5pt">
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm;height:16.5=
pt">
<p class=3D"MsoNormal"><b><span lang=3D"IT" style=3D"font-size:9.0pt;color:#=
1D1E1C;mso-ligatures:standardcontextual">E
</span></b><a href=3D"mailto:hello@packd.co.uk"><span lang=3D"IT" style=3D"f=
ont-size:9.0pt;color:#0563C1;mso-ligatures:standardcontextual">hello@packd.c=
o.uk</span></a><span lang=3D"IT"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm"></td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"190" style=3D"width:142.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"190" style=3D"width:142.5pt;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"100" style=3D"width:75.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.packd.co.uk/" target=3D"_blank=
"><b><span style=3D"font-size:9.0pt;color:#1D1E1C;mso-ligatures:standardcont=
extual">PACKD.CO.UK</span></b></a><o:p></o:p></p>
</td>
<td width=3D"90" style=3D"width:67.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.facebook.com/packdco/" target=3D=
"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;paddi=
ng:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b></a><=
o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.instagram.com/_packdco/" targe=
t=3D"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;p=
adding:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b><=
/a><o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.linkedin.com/company/pack'd/" t=
itle=3D"https://www.linkedin.com/in/mitchleeuk/"><b><span style=3D"border:so=
lid windowtext 1.0pt;padding:0cm;text-decoration:none"><div><~WRD2224.jpg=
></div></span></b></a><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td width=3D"300" style=3D"width:225.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D Unit 3 Ingwo=
rth Road, Poole, England, BH12 IJY</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D is a limited=
company registered in England and Wales company number 9005105</span><o:p><=
/o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:6.5pt;color:#1D1E1C;mso-liga=
tures:standardcontextual">VAT Number: 190330433.</span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<p class=3D"MsoNormal"><span style=3D"font-family:"Times",serif;co=
lor:black;border:solid windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg&g=
t;</div></span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
<p class=3D"MsoNormal"><span style=3D"mso-ligatures:standardcontextual">&nbs=
p;</span><o:p></o:p></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<div>
<div style=3D"border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0=
cm 0cm">
<p class=3D"MsoNormal"><b><span lang=3D"EN-US" style=3D"font-size:11.0pt;fon=
t-family:"Calibri",sans-serif">From:</span></b><span lang=3D"EN-US=
" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif"> Sus=
an Home <</span><a href=3D"mailto:sue@sarahharvey.com"><span lang=3D"EN-U=
S" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif">sue=
@sarahharvey.com</span></a><span lang=3D"EN-US" style=3D"font-size:11.0pt;fo=
nt-family:"Calibri",sans-serif">>
<br>
<b>Sent:</b> 28 April 2026 12:41<br>
<b>To:</b> Hello <</span><a href=3D"mailto:hello@packd.co.uk"><span lang=3D=
"EN-US" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif=
">hello@packd.co.uk</span></a><span lang=3D"EN-US" style=3D"font-size:11.0pt=
;font-family:"Calibri",sans-serif">><br>
<b>Subject:</b> Re: Order No.58238 - Susan Home - Query (Dry Ice - Delivered=
at 10:22)</span><o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
<div>
<p class=3D"MsoNormal">Katie<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<p class=3D"MsoNormal">It was all of them, the fruit was really soggy the ve=
g were half defrosted, so not sure if these can be re freeze them, happy to s=
end them back, if you let me know.<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Regards<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Sue <o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal">Sent from my iPhone<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"><br>
<br>
<br>
<br>
<o:p></o:p></p>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt">On Apr 28, 2026, at 11=
:58<span style=3D"font-family:"Arial",sans-serif">=E2=80=AF</span>=
AM, Hello <<a href=3D"mailto:hello@packd.co.uk">hello@packd.co.uk</a>>=
wrote:<o:p></o:p></p>
</blockquote>
</div>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Tahoma",sans-se=
rif">=EF=BB=BF</span> <o:p>
</o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Hi Susan,
</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">I=E2=80=99m sorry if my previous response came across as lecturing, t=
hat was not my intention. I simply doing my job and wanted to ensure that yo=
u were aware that the product is packed with
dry ice rather than =E2=80=98frozen water=E2=80=99 blocks, particularly for=
safety reasons and to prevent any potential injury to yourself or damage to=
property.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">With regards to your order, I=E2=80=99m sorry to see it=E2=80=99s def=
rosted, I can=E2=80=99t understand given how much dry ice was left how this h=
as become like this. Is this across all the products or
just products towards the top or bottom of the box? We are required b=
y the company to ask questions in order for us to potentially resolve issues=
for customers and, it=E2=80=99s by no means questioning your claim, however=
as we can=E2=80=99t see the full extent of this,
we rely on information from customers, as well as photos as part of our </s=
pan><a href=3D"https://www.packd.co.uk/policies/refund-policy"><span style=3D=
"font-size:10.0pt;mso-fareast-language:EN-US">policy</span></a><span style=3D=
"font-size:10.0pt;mso-fareast-language:EN-US">.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">We look forward to hearing from you.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Kind regards,</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Katie</span><o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-ligatures:standar=
dcontextual"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-ligatures:standar=
dcontextual"> </span><o:p></o:p></p>
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"800" style=3D"width:600.0pt;background:white;border-collapse:co=
llapse">
<tbody>
<tr style=3D"height:199.8pt">
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" align=3D"left" width=3D"400" style=3D"width:300.0pt;border-collapse:coll=
apse">
<tbody>
<tr>
<td width=3D"100%" style=3D"width:100.0%;padding:7.5pt 0cm 3.75pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"color:#1D1E1C;mso-ligatures:standar=
dcontextual">KATIE WITHERS</span></b><o:p></o:p></p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;color:#1D1E1C;mso-=
ligatures:standardcontextual">Customer Experience Lead</span></b><o:p></o:p>=
</p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><span style=3D"font-size:1.0pt;color:black;border:sol=
id windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg></div></span><o:p>=
</o:p></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr style=3D"height:16.5pt">
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm;height:16.5=
pt">
<p class=3D"MsoNormal"><b><span lang=3D"IT" style=3D"font-size:9.0pt;color:#=
1D1E1C;mso-ligatures:standardcontextual">E
</span></b><a href=3D"mailto:hello@packd.co.uk"><span lang=3D"IT" style=3D"f=
ont-size:9.0pt;color:#0563C1;mso-ligatures:standardcontextual">hello@packd.c=
o.uk</span></a><span lang=3D"IT"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm"></td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"190" style=3D"width:142.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"190" style=3D"width:142.5pt;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"100" style=3D"width:75.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.packd.co.uk/" target=3D"_blank=
"><b><span style=3D"font-size:9.0pt;color:#1D1E1C;mso-ligatures:standardcont=
extual">PACKD.CO.UK</span></b></a><o:p></o:p></p>
</td>
<td width=3D"90" style=3D"width:67.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.facebook.com/packdco/" target=3D=
"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;paddi=
ng:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b></a><=
o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.instagram.com/_packdco/" targe=
t=3D"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;p=
adding:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b><=
/a><o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.linkedin.com/company/pack'd/" t=
itle=3D"https://www.linkedin.com/in/mitchleeuk/"><b><span style=3D"border:so=
lid windowtext 1.0pt;padding:0cm;text-decoration:none"><div><~WRD2224.jpg=
></div></span></b></a><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td width=3D"300" style=3D"width:225.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D Unit 3 Ingwo=
rth Road, Poole, England, BH12 IJY</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D is a limited=
company registered in England and Wales company number 9005105</span><o:p><=
/o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:6.5pt;color:#1D1E1C;mso-liga=
tures:standardcontextual">VAT Number: 190330433.</span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<p class=3D"MsoNormal"><span style=3D"font-family:"Times",serif;co=
lor:black;border:solid windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg&g=
t;</div></span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
<p class=3D"MsoNormal"><span style=3D"mso-ligatures:standardcontextual">&nbs=
p;</span><o:p></o:p></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<div>
<div style=3D"border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0=
cm 0cm">
<p class=3D"MsoNormal"><b><span lang=3D"EN-US" style=3D"font-size:11.0pt;fon=
t-family:"Calibri",sans-serif">From:</span></b><span lang=3D"EN-US=
" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif"> Sus=
an Home <</span><a href=3D"mailto:sue@sarahharvey.com"><span lang=3D"EN-U=
S" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif">sue=
@sarahharvey.com</span></a><span lang=3D"EN-US" style=3D"font-size:11.0pt;fo=
nt-family:"Calibri",sans-serif">>
<br>
<b>Sent:</b> 28 April 2026 11:48<br>
<b>To:</b> Hello <</span><a href=3D"mailto:hello@packd.co.uk"><span lang=3D=
"EN-US" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif=
">hello@packd.co.uk</span></a><span lang=3D"EN-US" style=3D"font-size:11.0pt=
;font-family:"Calibri",sans-serif">><br>
<b>Subject:</b> Re: Order No.58238 - Susan Home - Query (Dry Ice - Delivered=
at 10:22)</span><o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
<div>
<p class=3D"MsoNormal">As I said in my email they were defrosted, <o:p>=
</o:p></p>
</div>
<p class=3D"MsoNormal">I don=E2=80=99t need a lecture on what to do with dry=
ice, I am 68 not 6, and that=E2=80=99s irrelevant to my query. as I said th=
ey were defrosted and I order many items using dry ice including meat and ha=
ve never received with the ice nearly gone which
is was on this occasion.<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">See attached another photo relating to the not frozen=
order !!!<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><image001.jpg><o:p></o:p></p>
</div>
<div>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
<div>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt">On Apr 28, 2026, at 10=
:40<span style=3D"font-family:"Arial",sans-serif">=E2=80=AF</span>=
AM, Hello <<a href=3D"mailto:hello@packd.co.uk">hello@packd.co.uk</a>>=
wrote:<o:p></o:p></p>
</blockquote>
</div>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<p class=3D"MsoNormal"><span style=3D"font-family:"Tahoma",sans-se=
rif">=EF=BB=BF</span> <o:p>
</o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Good morning Susan,
</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">I hope you=E2=80=99re well and having a good start to your week.</spa=
n><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Firstly, please handle the packs with care. Secondly, as per ou=
r confirmation or order email, this is dry ice and you would expect to see t=
he packs as you can see them in the photo
as the dry ice sublimates slowly in transit to keep everything frozen. =
; Again, from the photos provided this look like they have done their job as=
there is still a large amount of the blocks still in the packets.</span><o:=
p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">With regards to the products, are they still frozen? Given that your o=
rder was delivered in good time at 10:22 and the images of the dry ice packs=
, I would assume they are, however
if they feel mushy please can you open a couple of bags and take photos so w=
e can see.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">As an aside, please read the confirmation of order email with regards=
to handling the dry ice, as this should be done with care (gloves if possib=
le) and please dispose of it in a
well-ventilated area and do not put down the sink or put water on it.</span=
><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">We look forward to hearing from you.</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Kind regards,</span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US">Katie</span><o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-ligatures:standar=
dcontextual"> </span><o:p></o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-ligatures:standar=
dcontextual"> </span><o:p></o:p></p>
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"800" style=3D"width:600.0pt;background:white;border-collapse:co=
llapse">
<tbody>
<tr style=3D"height:199.8pt">
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" align=3D"left" width=3D"400" style=3D"width:300.0pt;border-collapse:coll=
apse">
<tbody>
<tr>
<td width=3D"100%" style=3D"width:100.0%;padding:7.5pt 0cm 3.75pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"color:#1D1E1C;mso-ligatures:standar=
dcontextual">KATIE WITHERS</span></b><o:p></o:p></p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;color:#1D1E1C;mso-=
ligatures:standardcontextual">Customer Experience Lead</span></b><o:p></o:p>=
</p>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 15.0pt 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><span style=3D"font-size:1.0pt;color:black;border:sol=
id windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg></div></span><o:p>=
</o:p></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<div align=3D"center">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr style=3D"height:16.5pt">
<td width=3D"400" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0cm;height:16.5=
pt">
<p class=3D"MsoNormal"><b><span lang=3D"IT" style=3D"font-size:9.0pt;color:#=
1D1E1C;mso-ligatures:standardcontextual">E
</span></b><a href=3D"mailto:hello@packd.co.uk"><span lang=3D"IT" style=3D"f=
ont-size:9.0pt;color:#0563C1;mso-ligatures:standardcontextual">hello@packd.c=
o.uk</span></a><span lang=3D"IT"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</div>
</td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm"></td>
</tr>
<tr>
<td style=3D"padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"190" style=3D"width:142.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"190" style=3D"width:142.5pt;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"100" style=3D"width:75.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.packd.co.uk/" target=3D"_blank=
"><b><span style=3D"font-size:9.0pt;color:#1D1E1C;mso-ligatures:standardcont=
extual">PACKD.CO.UK</span></b></a><o:p></o:p></p>
</td>
<td width=3D"90" style=3D"width:67.5pt;padding:0cm 0cm 0cm 0cm">
<table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding=3D=
"0" width=3D"100%" style=3D"width:100.0%;border-collapse:collapse">
<tbody>
<tr>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.facebook.com/packdco/" target=3D=
"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;paddi=
ng:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b></a><=
o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.instagram.com/_packdco/" targe=
t=3D"_blank"><b><span style=3D"color:#1D1E1C;border:solid windowtext 1.0pt;p=
adding:0cm;text-decoration:none"><div><~WRD2224.jpg></div></span></b><=
/a><o:p></o:p></p>
</td>
<td width=3D"30" style=3D"width:22.5pt;padding:7.5pt 0cm 7.5pt 0cm">
<p class=3D"MsoNormal"><a href=3D"https://www.linkedin.com/company/pack'd/" t=
itle=3D"https://www.linkedin.com/in/mitchleeuk/"><b><span style=3D"border:so=
lid windowtext 1.0pt;padding:0cm;text-decoration:none"><div><~WRD2224.jpg=
></div></span></b></a><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td width=3D"300" style=3D"width:225.0pt;padding:0cm 0cm 0cm 0cm">
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D Unit 3 Ingwo=
rth Road, Poole, England, BH12 IJY</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-bottom:2.25pt"><span style=3D"font-si=
ze:6.5pt;color:#1D1E1C;mso-ligatures:standardcontextual">PACK'D is a limited=
company registered in England and Wales company number 9005105</span><o:p><=
/o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:6.5pt;color:#1D1E1C;mso-liga=
tures:standardcontextual">VAT Number: 190330433.</span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
<td width=3D"400" valign=3D"top" style=3D"width:300.0pt;padding:0cm 0cm 0cm 0=
cm;height:199.8pt">
<p class=3D"MsoNormal"><span style=3D"font-family:"Times",serif;co=
lor:black;border:solid windowtext 1.0pt;padding:0cm"><div><~WRD2224.jpg&g=
t;</div></span><o:p></o:p></p>
</td>
</tr>
</tbody>
</table>
<p class=3D"MsoNormal"><span style=3D"mso-ligatures:standardcontextual">&nbs=
p;</span><o:p></o:p></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;mso-fareast-language:=
EN-US"> </span><o:p></o:p></p>
<div>
<div style=3D"border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0=
cm 0cm">
<p class=3D"MsoNormal"><b><span lang=3D"EN-US" style=3D"font-size:11.0pt;fon=
t-family:"Calibri",sans-serif">From:</span></b><span lang=3D"EN-US=
" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif"> Sus=
an Home <</span><a href=3D"mailto:sue@sarahharvey.com"><span lang=3D"EN-U=
S" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif">sue=
@sarahharvey.com</span></a><span lang=3D"EN-US" style=3D"font-size:11.0pt;fo=
nt-family:"Calibri",sans-serif">>
<br>
<b>Sent:</b> 28 April 2026 10:33<br>
<b>To:</b> Hello <</span><a href=3D"mailto:hello@packd.co.uk"><span lang=3D=
"EN-US" style=3D"font-size:11.0pt;font-family:"Calibri",sans-serif=
">hello@packd.co.uk</span></a><span lang=3D"EN-US" style=3D"font-size:11.0pt=
;font-family:"Calibri",sans-serif">><br>
<b>Subject:</b> Order</span><o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal"> <o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><span style=3D"font-si=
ze:11.0pt">I have just received my order and it is all defrosted see attache=
d the picture as you can see the frozen water is defrosted.</span><o:p></o:p=
></p>
</div>
</div>
<div>
<div>
<p class=3D"MsoNormal"><image001.jpg><o:p></o:p></p>
</div>
</div>
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt"><br>
Sent from my iPhone</span><o:p></o:p></p>
</div>
</div>
</div>
</blockquote>
</div>
</div>
</div>
</div>
</blockquote>
</div>
</div>
</div>
</blockquote>
</div>
</div>
</blockquote>
</div>
</div>
</div></blockquote></div></body></html>=
--Apple-Mail-3A20CE06-263A-44E4-A016-96D33D9CBAC2--