ComplaintsforEurofins-SFA Laboratories Inc.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have hired this company to provide us laboratory results that will satisfy Amazon criteria. They said yes and their work satisfies Amazon criteria. When we submitted their work to Amazon, Amazon said that Eurofins need to put their certification number on the report otherwise the report would not be acceptable. However Eurofins refuses to put their certification number in the report. Is it because theyre another legitimate company? Are they hiding something? Why did they lie to us that Amazon would accept their report but in reality Amazon does not. They are false advertising and charging for work that is not acceptable. They are not willing to put their certification number on the report for some reason. Thats not acceptable to us as a customer.

  Business response

  01/31/2022

  Sorry this was difficult to explain but here is what our response is to the complaint at hand.  Please let me know if your need any additional insight.

   

   

  Thanks you for forwarding me this complaint as we do take these matters seriously and strive to provide the best analytical support and service to our customers.

   

  I acknowledge that the customer was frustrated that a Certificate of Analysis (COA) that we provided them was subsequently rejected by Amazon.  It is true that during that time, Amazon had a written requirement to issue a COA with an ISO certification number.  The unfortunate part of the matter was that the testing we did for them did not allow us to place an ISO certificate number on the COA.  Per ISO rules, they do not allow laboratories to place ISO certificate numbers on COAs where no ISO tests are conducted, as this would be misleading information.  With that in mind, we worked directly with Amazon and they agreed they would accept Eurofins COAs as long as they had a separate external ISO document, which we provided.  So unfortunately, Amazon has been slow to get all of their reviewers to understand the work-around that we agreed upon and the customer was caught in that delay.  In short, I am not sure what else we could have done to remedy the situation at the time, but now Amazon is doing a much better job with this and they have changed their requirement on their seller site to address this scenario on the future.

   

  Regards,

   

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