Letter #1 – Complaint Letter
Jordan Zhao
21 Park Ln Cir
North York, ON M3B 1Z8
November 9, 2021
John Appleseed, Manager
Toronto Cameras
220 Yonge St, Toronto, ON
M5B 2H1
Attention: Toronto Cameras Support
Subject: Cracked lens
Dear Mr. Appleseed,
I am writing due to the unsatisfactory services recently received from Toronto Cameras. Last week, I ordered a Sony FE 85mm F1.4 GM Lens which arrived damaged with a crack on the lens. I would like to receive a refund on the return of this lens.
I purchased this lens on November 1st, 2021 via your sales representative at the Yonge and Dundas location. They mentioned that the item was not currently in stock at the location and that it could be ordered and shipped out to my home directly. I paid for the transaction in-store and was provided the order number #TC952140 and the tracking number 9400 2520 1010 123. I have also attached the receipt and images of the damaged lens received on arrival.
The state of the package upon delivery was completely damaged. Prior to opening the package, I could hear pieces of glass tumbling around inside the box. It was apparent that the package was mishandled in the shipping process which is apparent in the pictures enclosed. Upon opening the package, the lens was completely shattered and no longer useable.
I spoke to your Toronto Cameras customer service representative Joe over the phone, where he made the claim that I damaged the items myself. This is not the case as I have security footage from my door that shows the poor handling and drop-off of my package. As you can see in the footage enclosed, the package was tossed onto my doorstep despite having fragile stickers placed. I have enclosed all the details and proof of damage required along with the footage showcasing the improper handling and delivery.
Please let me know how I can follow up on the return of my damaged lens for a full refund.
Sincerely,
Jordan Zhao
Enclosure: Camera Lens Receipt, Photos of Damage, & Security Footage
Letter #2 – Bad News Adjustment Letter
John Appleseed, Manager
Toronto Cameras
220 Yonge St, Toronto, ON
M5B 2H1
November 10, 2021
Jordan Zhao
21 Park Ln Cir
North York, ON M3B 1Z8
Greetings Mr. Zhao,
I am sorry to hear about your recent experience with Toronto Cameras. It is our mission to always put our customers first and provide quality service. I apologize for the trouble this has caused you so far.
The result of being recompensated in full for a damaged product is understandable. A broken lens is the exact opposite of what our business model stands for. While a complete refund is beyond the scope of our warranty, a complimentary repair of the damaged lens can be provided. This repair will be processed on account of the drop-off of the item at any of the Toronto Cameras stores. Providing quality service to customers has been the biggest priority. Please accept the attached credit voucher of $100 off the next purchased item. This credit voucher can be used at any of the Ontario store locations.
Thank you for choosing to shop with Toronto Cameras. Your concerns are a valuable part of reaching greater standards with respect to our company and the quality of our service to customers. Please do not hesitate to contact me if you have any further questions.
Sincerely,
John Appleseed, Manager
Toronto Cameras
Enclosure: Credit Voucher & Complimentary Repair Information
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