Letter #1 – Complaint Letter
November 27, 2020
Hilton Ma
2329 West Mall
Vancouver, BC V6T 1Z4
Hi StockX Customer Service,
It has been 2 years since you’ve provided me with your fantastic service. From previous experiences, StockX has always provided a stringent authentication and quality checking process. However, from my last transaction, it appears that there has been an error in the quality checking process; and the order appears to have arrived used, when the seller had marked it as ‘New’.
On November 16th, I won a bid of $680 for the Jordan 1 Retro High Rookie of the Year, size 9.5. When my package arrived earlier today, I immediately noticed that it had not been sealed properly. Upon opening the box, I found black scuff marks on the midsole and light creases on the leather upper. From these indications, I believe that this pair of shoes had been previously used.
The product has not arrived in the state that I had expected, and I would like to request a refund. Please let me know how I can go about returning these sneakers.
For authentication purposes, the order number was #XXXX-XXX. It was shipped through FedEx, tracking number #XXXXXXXXX. I have also attached images of the improperly sealed box and scuffed sneakers below. Thank you for your help and understanding.
Regards,
Hilton Ma
Enclosure: Unsealed Box, Scuffed Sneakers
Letter #2 – Bad News Adjustment Letter
November 27, 2020
StockX Customer Service
1046 Woodward Avenue
Detroit, MI 48226
Dear Mr. Hilton Ma,
Thank you for informing us of this issue. We are happy to hear of your great experiences with us in the past.
Authentication and quality checking are of upmost priority for us. Usually, every order is reviewed; however, due to the heavy demand at this time of year, errors in supervision may occasionally occur. We apologize for the oversight, and this issue will be rectified immediately. As such, your request for a refund has been approved.
You can send the item back to our warehouse at 1046 Woodward Avenue, in Detroit, Michigan, at which, a refund will be processed within 14 days of arrival.
Thank you for using our services. Please contact us if you have any further issues. Should you choose to continue using our services, rest assured that future transactions will be flawless.
Sincerely,
StockX Customer Service
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