London Drugs #006
4970 Kingsway
Burnaby, BC V5H 2E2
P: 604-448-4806
July 27, 2020
Meera Patel
2329 West Mall.
Vancouver, BC V6T 1Z4
C: 778-302-3928 E: Meerapatel049@gmail.com
Attn: Response to June 16 – June 30 Situation
Dear Meera,
Thank you for bringing this situation to the attention of store management. We apologize for the hurt you have been caused by us at London Drugs. We are unable to fire this employee following our investigation, however, we have taken steps to ensure this does not occur again. We aim to always go above and beyond in everything we do, and we hope you will accept our efforts to make this situation right for you.
Following the complaint, we launched an investigation into the incidents occurring between June 16th-June 30th, 2020. The expired Oreo cookies are attributed to a stocking error by one of our employees. Employees must rotate units daily to ensure proper movement of stock in the order of nearing expiry dates. Going forward we have retrained all staff on this procedure and implemented a new 30-day rule for all food and ingestible health products. As such, products less than 30 days from expiring will be pulled from the shelf and donated for immediate use. London Drugs strives to ensure the safety and well-being of its staff and customers.
London Drugs offers a 15-day return policy with an original receipt. Alternatively, customers are eligible for store credit in the absence of a receipt on a case-by-case basis. The customer service specialist should have made this available at the time of your request. This employee’s actions were not aligned with London Drug’s core value of going above and beyond for our customers. Going forward this employee will be retrained on London Drugs expectations, values, and procedures. The employment status of London Drugs employees will be addressed following a subsequent offense of company policies.
Please return to the store for a replacement box of Oreo cookies and a $100 London Drugs gift card to express our sincerest appreciation for being a loyal customer over the years. If you have any questions, please do not hesitate to contact me at manager006@londondrugs.com.
Sincerely,
Mira Petal
Store Manager, London Drugs #006
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