Letter 1: Complaint Letter to Muji
Cheryl Chao
5115 Cambie Street
Vancouver, B.C. V5Z 2Z6
November 21st, 2019
MUJI U.S.A. LIMITED
250 W39th St., Suite 202
New York, NY 10018
Attention: William Brown
Subject: Essential Oil Leakage
Muji is famous for its minimalist design and high quality products. Much of my furniture and personal items are from Muji. I have had great experiences using Muji’s aroma diffuser and I have also ordered essential oils from your website multiple times. I enjoyed your products and quality shipment.
However, on November 20th when my essential oil nap time set had arrived, the Yuzu scented essential oil had leaked all over the box and the shipment box. About half of the essential oil had leaked causing the box to be oily and the other two bottles of essential oil to be covered in oil grease.
I understand that shipment is outsourced and potential product defects are inevitable, however, as a customer, I would like to seek for a full refund on this product. I have attached pictures of my product leakage and order number. I look forward to your reply and hopes to continue using Muji products in the future.
Yours truly,
Cheryl Chao
Letter 2: Bad News Letter
MUJI U.S.A. LIMITED
250 W39th St., Suite 202
New York, NY 10018
November 25th, 2019
Cheryl Chao
5115 Cambie Street
Vancouver, B.C. V5Z2Z6
RE: Essential Oil Leakage
Dear Ms. Chao,
Thank you for contacting us and we value all feedback from customers. We would like to apologize for your delivery experience with us on November 20th and hopes to compensate for your experience.
We have reviewed your image regarding the essential oil leakage and discussed with our team for possible solutions. Unfortunately, as our delivery team is outsourced, there is a possibility that product damage occurs during the process of the delivery. Therefore, we may not be able to provide a full refund on this product as it was not purchase in store.
Despite so, we understand your frustrations and as a company that strives to offer the best experience for its customers, we would like to offer you deliver you another essential oil nap time set to compensate for this unpleasant experience.
Again, we would like to apologize for your poor delivery experience and we thank you for your feedback and support. Our team will ensure that your feedback is taken into account and discuss future improvements with the delivery company. Should you have any questions or comments, please feel free to contact me at william.brown@muji.com
Sincerely,
William Brown
Muji USA Customer Service Manager
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