Kathryn Simone
123 Lake Street
Vancouver, BC
Telephone: (604) 543-2121
kathryn@ubc.ca
July 27, 2020
Boathouse Clothing Inc.
123 Ocean Street, Suite 200
Vancouver, BC
Telephone: (905) 646-4350
Dear Management of Boathouse Clothing,
I have been a regular customer of Boathouse Clothing for the past few years and I have recommended your business to friends and family, as I consider your clothing to be of high quality and fashion. However, my last transaction did not go smoothly.
My primary complaint concerns receiving the incorrect items in an order that took two months to arrive. Furthermore, I consider the company’s approach to handling the situation to be unprofessional.
On May 14 2020 I purchased a pair of shoes online, as I have been wanting these shoes for years, and I needed a pair for an upcoming trip. I paid for the shoes, and was given an order number (#C987654) which indicated it would arrive by Monday, June 4 2020.
To my disappointment, I still hadn’t received my order on June 4. I checked the tracking number, and the arrival date had changed to “Calculating, please check back soon.” Finally, the order came today, July 27. Although they were not able to come on my trip, I was still excited to get my shoes. However, when I opened the box, it turns out I was shipped the incorrect pair of shoes.
I consider the fact that I was not notified my order was taking longer than expected, and that the shoes are the incorrect pair, to be quite an inconvenience. As I love your products and am convinced of their quality, I hope you are able to assist me in resolving this issue so that I may continue to purchase from your stores in the future. Thank you very much for your time.
Sincerely,
Kathryn Simone
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John Deer
Boathouse Clothing Inc.
123 Ocean Street, Suite 200
Vancouver, BC
Telephone: (905) 646-4350
July 27, 2020
Kathryn Simone
123 Lake Street
Vancouver, BC
Telephone: (604) 543-2121
kathryn@ubc.ca
Dear Kathryn,
I am very sorry to hear of your recent experience with us at Boathouse Clothing. Customer satisfaction is a vital value of ours and I apologize for the inconvenience this has caused you.
We use Canada Post for our parcel delivery service, and in this case your order took an indirect route. We do our best to communicate to customers when an order’s status has been updated or a delivery date has changed, but I can see in this instance we failed to do. I understand you were assured a specific delivery date, and as well, should have been more prudent in ensuring the correct shoes were sent. We would like to offer you a full refund on your order and assure that you do indeed receive the correct shoes as soon as possible.
Thank you for reaching out and bringing this issue to our attention, and we hope you will continue to shop with Boathouse Clothing in the future. Transparency and customer satisfaction are important to us and we appreciate this chance to show you we care. If you have any questions or have any further feedback, please do not hesitate to contact me.
Best regards,
John Deer
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