Letter 1:
Darius Zhang
3086 University Avenue, Vancouver CA, V8S 0K7
Email: Dariuszhang@gmail.com
November 12,2021
Nordstrom Pacific Center
799 Robson St, Vancouver, BC V7Y 0A2
Attention: Consumer Affairs Department
Subject: Rude phone service
Dear Nordstrom Consumer Affairs Department.
Your company has established a reputation as a reliable high-end department store. I have been a loyal customer for the past three years, but a recent episode has left me stunned and disappointed.
Last Thursday, I ordered a business suit and made arrangements with the tailor-shop to pick up the suit this Monday. Due to my own schedule conflict, I asked my friend to pick it up for me, but I was the one who phoned customer service and told them what suit my friend will be picking up.
There’s a parking place for pick up outside Nordstrom Building, and my friend waited there. When the customer service staff asked me what kind of car she should be looking for at that parking place, I told her it is a white BMW. Then she asked me for the car’s license plate number, I replied that I don’t know and I will have to ask. Before I hung up the phone and call my friend for the number, I heard the staff saying: “Can you believe it? He doesn’t know the license plate number of his car. So funny.” Although this is not a racist or discriminative comment, the tone is unpleasant and rude.
I would appreciate having an explanation from your company about this matter. Itis truly an undesirable shopping experience that I did not expect.
Yours truly,
Darius Zhang.
Letter #2
Nordstrom Pacific Center
799 Robson St, Vancouver, BC V7Y 0A2
Fax (289) 982-2160 Phone :(604) 699-2100 Emails YVR@nordstrom.com
November 12, 2021
Mr. Zhang
3086 University Avenue, Vancouver CA, V8S 0K7
Emal: Dariuszhang@gmail.com
Subject: Re: Rude phone service
Dear Mr. Zhang,
Thank you for reaching the customer affairs department, your shopping experience with Nordstrom is important to us and we apologize for the disappointing time you had.
Your continued support to our company is available and we hope that the following steps we have taken to resolve the issue meet your needs.
We have made contact with the staff who helped you on Monday, and she has confirmed what you said in the email. We wish you to know that our company has a zero-tolerance policy for rude attitude toward customers, and we have suspended the staff from her duties for one month.
In appreciation for your loyalty to our company, we have enclosed a $100 gift certificate as our apologies. You can apply it to your next order.
Sincerely,
Melody Li.
Manager of Customer Affairs Department.
Encl. Gift Certificate