Dear Mr. Pongsiri, A few weeks ago

Dear Mr. Pongsiri,

A few weeks ago we got a complaint from one of our customers about the 10 cm pressed bones, our item number 110110T.
That customer received 20 cartons and 18 of these 20 cartons contained moldy rawhide that smelled really bad.
We responded that we never saw moldy rawhide but we would check.

We checked from which batch this was and found out it was from a container we received in August 2013.
We checked all the products we received in that container that were still in our warehouse and we found indeed moldy rawhide that smells really bad.
We did not only find it in the cartons with 110110T but also in the cartons of the 110116T and 110127. We still did not check all the cartons and items but we will check the entire batch.

I will send you some pictures to show it. How is it possible this happens? We think may be the rawhide was not dry enough when it was put in the bags.
Normally the rawhide will stay perfect for multiple years.

The client returned the 18 cartons. We have to give them new cartons and also pay for the transport costs of the returned boxes and the boxes we need to resend.
We are going to check the full stock of the bones and I will contact you later. Hopefully the problem is only present for one batch and not for the bones we received last January.
Please check the attachment. You can zoom in on the pictures to see what is wrong. Please understand the scope of the problem is unclear at the moment because we still have to check all the cartons but I think a lot will be bad.

We certainly do not plan to stop buying from you. Your products are in our catalogue and we wish to continue doing business. We count on you to help us solve this problem.
If you have any questions or doubts we would like to invite you to come to our warehouse to check the problem yourself.
Please note that it will still take some time to check everything and give you exact numbers of bad bones but we cannot take the risk of selling any items from this batch to our customers anymore.
This week another customer called to report the problem. Please check the attachment and give us your comments.

I will send you a download link to download the attached file with pictures because it is too large to send by e-mail.

Best regards,

Teun de Pont