Letter #1 – Complaint Letter
November 27, 2020
Nicholas Jang
3920 West 12th Avenue
Vancouver, BC V6S 4T3
Amazon YVR11
510 W Georgia Street, Unit 14
Vancouver, BC V6B 0M3
Dear Amazon Customer Relations Team,
My name is Nicholas Jang, I have been a long-time supporter of Amazon and have held a prime membership status for over 6 years. As a technology product reviewer, I was excited to hear that Amazon would be selling the highly anticipated PS5. On September 27, 2020, I was lucky enough to place my pre-order for the PS5 and received an email from Amazon later that day specifying an expected date of delivery.
On November 14th, 2020 I eagerly awaited the delivery of my package however I incurred a surprise once the package was delivered. Upon opening the package, my PS5 that I pre-ordered was not in the box instead the contents of the box were a bag of dog food. Over the past 6 years, I experienced numerous positive experiences shopping with Amazon, although I am very disappointed in this situation. The error in shipping leaves me unable to complete a product review on the device which I was supposed to release on November 15th, 2020
I am respectfully asking that Amazon ship my actual order within the next four business days.
Regards,
Nicholas Jang
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Letter #2 – Letter of Adjustment
November 30, 2020
Amazon YVR11
510 W Georgia Street, Unit 14
Vancouver, BC V6B 0M3
Nicholas Jang
3920 West 12th Avenue
Vancouver, BC V6S 4T3
Dear Mr. Jang,
We would like to thank you for being a valued customer of Amazon for over 6 years As a leader in e-commerce we pride ourselves in ensuring fast and smooth deliveries of our products.
We have investigated your order and can confirm that the package you received on November 15th, 2020 was a mistake on our end. Due to the high demand from the PS5 pre-sales our logistics team hired third-party contractors to help in the delivery and packaging process. We understand your frustration and are doing everything we can to send out your order quickly. I have reached out to our logistics department regarding your order and have passed on your concerns regarding this situation.
You will be glad to hear that as of today, the logistics team has finished packaging your order.
The order is expected to leave our shipping facility tomorrow with an expected delivery date of December 2nd, 2020. We understand this order was outside of our guaranteed delivery date and have added a coupon to your account for a $20 site credit.
We want to express our gratitude for your patience with this order. If you have any further questions or concerns, please respond to this email.
Sincerely,
Ethan Ho
Amazon Canada Customer Service Representative
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