Letter 1 – Complaint Letter
November 27, 2020
Shuge Luo
RenMing middle road
Changsha, 410000
NanShan Store
Huojian road
Changsha
Dear NanShan Sales Team,
My name is Shuge Luo, I have been purchasing dairy products in NanShan store for the last four months and the milk NanShan provided maintains high quality.
On October 13th, the milk I purchased at NanShan store has had packing date of October 8th, 2020 with expire date of October 20th. I checked this milk on the date of October 20th,2020 due to my busy schedule but I notice it had been expired. When I return to the NanShan store on October 20th, the cashier refused to exchange or give money back since I didn’t keep the receipt. As a regular client of your store, I trust your product and didn’t keep the receipt.
I wrote this letter to have the chance to fully explain this situation to you. Please understand my points to address this issue by exchange the expired milk with another fresh item.
Thank you,
Shuge
Letter 2 – Letter of Adjustment
NanShan Store
Huojian road
Changsha
November 27, 2020
Shuge Luo
RenMing middle road
Changsha, 410000
Dear Mr. Luo,
Thank you for being a valued and loyal customer of NanShan store. NanShan store continues to prioritize providing an intimate shopping experience to our customers.
I apologize for the negative experience you described purchasing the milk and return the milk in our store. Unfortunately After communicating with the provider company, at this time we are not allowed to refund or provide a new fresh item due to the Return and Refund Policy. However, we will continue our investigation on the milk product to ensure our customers can enjoy the freshest milk on the local market. As an alternative, imported Australian milk could be a better choice regarding your busy schedule. To compensate you for your disappointing experience, our store would like to offer you a 20% discount on a future purchase of imported milk.
We thank you for your patience and loyalty as a customer. If you have any further questions or concerns on our products and services, please contact us at 86 0728344372.
Thank you,
Jian guan
NanShan Store Customer Services
Enclosure: 20% off discount coupon
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