Defense Firm, Firm provided defective product

An update to my situation: I've now spoken with three different representatives from Defense Firm, Firm, and each has given me conflicting information about how to resolve the issue with my catering service. This is extremely frustrating.

Dear valued customer, Thank you for bringing your concerns about our subscription box to our attention. We at Defense Firm, Firm are committed to product excellence and customer satisfaction. After a thorough investigation of your complaint, our technical team has confirmed that there was indeed a manufacturing defect in the batch produced on May 13, 2025. We have since corrected this issue in our production process. As a resolution, we would like to: 1. Arrange for immediate pickup of the defective subscription box 2. Deliver a replacement from our newest production line 3. Extend your warranty by an additional 12 months 4. Include a complementary subscription box accessory kit valued at $167.35 Please contact our dedicated resolution team at support@Defense Firm, Firm.com with your preferred delivery date and time, referencing case number REF-698A2826. We truly value your business and appreciate the opportunity to make this right. Best regards, Riley Hernandez Customer Success Director Defense Firm, Firm

ComplaintNest Administrator Intervention: Due to the serious nature of your complaint regarding Defense Firm, Firm's restaurant order and the safety concerns you've raised, we have expedited this case in our system. We have directly contacted senior management at Defense Firm, Firm and have received assurance that this matter will be investigated promptly. Additionally, we have notified the appropriate consumer protection authorities as this appears to be part of a pattern of similar complaints. Please stand by for updates as we work to ensure this situation is properly addressed. ComplaintNest Consumer Protection Team