LETTER 1 – COMPLAINT LETTER
Syed Ahmed
35 UBC Ave.
Vancouver, BC V3T 5Y8
November 27, 2020
Acme Toys Inc
53 Simon Frasier St.
Vancouver, BC 9Y1 2X6
Attention: Customer services manager, Acme Toys.
Subject: Return of Lego set after 30-day return window.
My family and I have been customers of Acme Toys for the last 2 decades. I have many great memories of roaming the aisles with my parents and the helpful staff always there to answer our questions about the products. After you recently closed your brick-and-mortar shop, we have continued to do our holiday gift shopping at your online e-store instead of Amazon or Walmart as we wanted to continue supporting a local business.
On 15th August, I purchased a “Millennium Falcon™” Lego construction set from your website as a birthday gift for my nephew who is a big Star Wars fan. The image of the item posted on your website showed a picture of the Millennium Falcon along with toy figures of “Chewbacca” and “Han Solo”. Since I had selected to have it gift-wrapped, we didn’t get to see the box when it arrived. However, when we recently unwrapped the item at my nephew’s birthday, we found out that the toy figures of “Chewbacca” and “Han Solo” are not included in the set. This information is written in very small lettering on the lower-right corner of the box. Since the photo of the item on the website did not have a very high-resolution and there was no feature to zoom in on the item picture, this text was not readable for us at the time of making the purchase. Since my nephew had specifically requested the said toy figures as his birthday present, this item is not right for us and we would like to return it.
I have spoken on the phone with multiple members of your company’s sales staff to explain the situation and request to return the item but they have refused since the 30-day return window has ended. This is unlike the customer service experience we were accustomed to in the past at your physical stores where your sales team went out of their ways to accommodate their customers and made us feel valued. As a loyal customer of your company, I do not wish to switch my gift shopping to the likes of Amazon or Walmart, however, this recent experience has been very disillusioning.
I wrote this letter to have the chance to fully explain this situation to you. As the customer services manager, I am very hopeful that you will be able to accommodate our request to return this item. For your reference, I have included the original purchase receipt of the item with this letter.
Sincerely,
Syed Ahmed
Enclosure: Receipt of “Millennium Falcon™” Lego construction set purchased from Acme Toys.
LETTER 2 – BAD NEWS ADJUSTMENT LETTER
Acme Toys Inc
53 Simon Frasier St.
Vancouver, BC 9Y1 2X6
November 29, 2020
Syed Ahmed
35 UBC Ave.
Vancouver, BC V3T 5Y8
Dear Mr. Ahmed,
As a longtime customer of Acme Toys, we value your patronage and loyalty to us over the years. We continue to prioritize providing an intimate and personalized toy shopping experience to our customers that focuses on customer satisfaction.
I apologize for the negative experience you described purchasing a “Millennium Falcon™” Lego construction set for your nephew. After transitioning to our online store, we have adopted a standard “30-day free returns and exchanges” policy as followed by most online businesses. This allows for the efficient management of inventory and store operations while allowing customers a fair chance to inspect and return items at no cost to them. Since your purchase was made over 3 months ago, it is well outside of the 30-day return window. After inquiring into the matter, I have learned that the item is no longer listed on our website. As a result, our inventory management policies do not allow for a return to be processed at this point. However, to compensate you for your disappointing experience, I would like to offer you a 30% discount coupon on a future purchase.
Thank you for taking the time to write to me personally and I hope the compensation we have offered will make-up for the disappointment you experienced in your recent transaction. It is especially wonderful to hear our customers tell us about the joyful memories they have of shopping at Acme Toys as kids and are now creating the same experiences with their children, nieces and nephews. We look forward to your continued patronage as we strive to provide the best possible toy-shopping experience for generations of kids and parents to come.
Yours sincerely,
Jane Doe
Manager, Customer Services
Enclosure: 30% off discount coupon
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