Madeleine Leroux
2329 West Mall
Vancouver, BC V6T 1Z4
March 3, 2019
Gravity Pope
2203 West 4th Avenue
Vancouver, BC V6K 1N9
Attention: E-Commerce Department
Subject: Shoes Never Delivered
This summer, I ordered a pair of shoes and they were never delivered. I would like to have the purchase to be refunded.
I purchased the shoes via your e-commerce store in June 2018. The e-receipt I received via email has the transaction number #34589374536. The shipping reference code is AO24535.
Canada Post has officially marked the package as lost. Since all packages must be left with the concierge upon delivery, I am certain the shoes were never delivered. Until this misunderstanding, the service has been excellent and the picture of the shoes was beautiful.
Please let me know how to go about receiving a refund for my missing shoes.
Yours truly,
Madeleine Leroux
Gravity Pope
2203 West 4th Avenue
Vancouver, BC V6K 1N9
March 3, 2019
Madeleine Leroux
2329 West Mall
Vancouver, BC V6T 1Z4
Dear Ms. Leroux,
Thank you for bringing the matter of the missing pair of shoes to my attention. I was pleased to hear that you enjoyed the design of the shoes, though I was sorry to hear that they were never delivered.
Naturally, I understand your desire to receive a full refund for the undelivered shoes, especially taking in account their price. However, I find our delivery service is very reliable. It is because of this that Gravity Pope trusts our mail service delivery to successfully deliver our product, and is no longer responsible for the product after being picked up for delivery. For this reason, we cannot fulfill your request for a full refund.
Undoubtedly, your shipping insurance will cover the costs. I suspect there was a miscommunication while transporting the shoes, and they were lost in transit. However, shipping insurance will cover the costs of the missing goods 95 percent of the time.
Our policy is resend the product as soon as the shipping insurance coverage is confirmed. Though the missing shoes are not our fault, we feel personally close to every customer that we serve. Please get in touch if you would like to discuss this matter further. I would also be happy to speak with your insurance company if you wish.
Sincerely,
Geraldine Proctor
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