Alison Ma
902, 8633 Hornby Street
Vancouver, BC V6T 1Z4
July 23, 2020
ABC Yoga Apparel
P.O Box 3145
Granville Street, BC V6T 7E9
Attention: Customer Service Department
Subject: Missing Legging (Special Edition)
Three weeks ago, I purchased a pair of “Oh Canada! Legging” from your store. However, I realized the legging was pilling and the seams were splitting. I spoke to Denise from Customer Service, she offered me an exchange by sending back the legging to the warehouse and said I would receive a new pair in two weeks.
Three weeks have passed, and I still have not received the legging. The outstanding balance has not been credited as well. There was not any follow up email or phone call about the exchange progress. I am very disappointed with such customer service attitude and delivery speed. Especially when the product I purchased was a special edition, I had been looking forward to trying it on.
Please check with your team about the progress and send a new pair from the warehouse. I am aware that there might be no stock since this is a special edition, but as I recall, you strive to guarantee customer shopping experience. I expect I be explained the prolonged process and offered alternative options.
Until this issue, my shopping experience with ABC Yoga Apparel has been great. I would appreciate any assistance you could offer.
Regards,
Alison Ma
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ABC Yoga Apparel
P.O Box 3145
Granville Street, BC V6T 7E9
Fax (604) 773-4659 Phone (604) 773-8912 Email j.clark@abcyoga.ca
July 25, 2020
Alison Ma
902, 8633 Hornby Street
Vancouver, BC V6T 1Z4
Dear Ms. Ma:
Thank you for bringing this matter to our attention. We apologize for any inconvenience that has caused you upon this mistake. ABC Yoga Apparels proceeds with transparency and value the connection with customers. We aim to give you the best service we can.
After a detailed investigation, your order has been suspended due to insufficient stock in the warehouse. Our warehouse is currently experiencing a high volume of orders due to a surge of stay-home exercise under Covid19. Since we are short of staff, extra time is needed to process orders, we are, thus, late to inform you that your exchange could not be fulfilled.
Despite the prolonged timeline, we assure our service be well-rounded and the customer’s experience be seamless. I have credited the outstanding balance to your original method of payment (VISA ending in 4209). In appreciation of your patience and understanding, I have also enclosed a $200 gift certificate. You can use it on your next order.
We greatly appreciate and value your loyalty as a customer. If you have any further questions, please do not hesitate to contact me at j.clark@abcyoga.ca.
Sincerely,
Joanne Clark
Manager, Customer Service
Encl. Gift Certificate
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