Complaint Letter
Jenny Li
5700 Plover Ct
Richmond, BC V7E 4K2
November 12, 2021
John Smith, General Manager
White Spot Scott & 72nd
7207 120 St
Delta, BC V4C 2P5
Subject: Missing Take-Out Order Refund Request
Dear Mr. Smith,
On Sunday November 7, 2021, I placed a take-out order at the Scott & 72nd White Spot location in Delta, BC but unfortunately, it was never received. I would truly appreciate a refund for this missing order.
On the evening of the incident, I arrived at the restaurant somewhere around 5pm and placed a take-out order at the front door. The staff members who took my order and payment then directed me to go out and park my car at the designated drive-thru area at the back of the restaurant.
However, the waiter that took the other did not write down my name nor any description of my car. I waited in the designated drive-thru area for almost an hour. There were different staff working at the drive-thru service, therefore I did not know how they were supposed to recognize me or know which order was mine. None of the staff came to check on me or the status of the meal the entire time I waited.
Eventually, with a lack of time, I left. Because I paid for the already order and did not receive it in a resonable time, I would appreciate a refund. To support my claim, I have enclosed the receipt of my order and a screenshot of the time I placed the order and the time I left without the meal.
Please let me know if you would be able to accept my refund request. I can be reached at jiayijennyli@yahoo.ca
Thank you,
Jenny Li
Jenny Li
Enclosure: Order receipt from November 7, 2021
Bad News Letter
John Smith, General Manager
White Spot Scott & 72nd
7207 120 St
Delta, BC V4C 2P5
November 12, 2021
Jenny Li
5700 Plover Ct
Richmond, BC V7E 4K2
Subject: Follow up on Missing Take-Out Order Refund Request
Dear Ms. Li,
Thank you for your letter about your missing take-out order at the Scott & 72nd White Spot location in Delta. We are very sorry for your unsatisfactory experience.
We have carefully reviewed your complaint and the enclosed receipt of the order. Due to COVID safety reasons, we encourage all pick-up orders to be placed at our designated drive-thru area. However, because the order was requested at the front door, it is our duty to properly fulfill the order regardless.
We sincerely apologize for the confusing altercation between our staff and made the effort to speak to them on the proper ways to handle such a situation if it were to happen again. In the future, our staff, including the servers and hosts that work at the front of the restaurant, will be better prepared to handle take-out orders that come through the front door.
After going through the POS system, we presume that the issue was that the order was never punched in or received by the kitchen. This is indeed a mistake on our part. Unfortunately, due to insufficient details about the conversations that took place, the efforts made by staff to resolve the issue at the time of the visit, and the exact length of the wait time, a refund for the order cannot be issued.
Instead, we have attached a coupon for a free entree item, including pastas and burgers, on your next visit. The coupon can be redeemed at any White Spot location.
We hope this offer is satisfactory. Your business and feedback is greatly appreciated. We look forward to seeing you again.
Sincerely,
John Smith
John Smith
General Manager
Enclosed: Free Entree Coupon
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