Dakota Tryhuba
734 Luxstone Gate SW
Airdrie, AB
T4B 0H3
Starbucks Regional Office
3432 25 St NE
Calgary, AB
T1Y 6C1
March 10, 2019
Attention: Customer Service Department
Dear Customer Service Department,
Two Christmas’s ago I received a gift from a family member of your 2016 Local Canada Collection 10 Oz Double Wall Tumbler. Recently, when I was filling the mug with hot water, it cracked along the inside wall for no particular reason, as I can assure you that the mug was not left outside in a cold vehicle or anything that might cause a ceramic mug to crack in the way that it did. It is unfortunate that this happened because this crazing has rendered the death sentence for my mug because now whenever I try to drink out of it, hot water leaches into the inside of my mug rendering it unusable.
The reason I am sending this email today is that I have tried to obtain a replacement product from your company to no avail. When I called your Customer Service department earlier in the year to discuss my concern over the phone, I was simply told that Starbucks’ return/exchange policy on their products is 30 days with a receipt. However, as I mentioned earlier, this mug was a gift to me from my brother December 2016 and as such, I am unable to provide a receipt for this product. And after telling the representative from your Customer Service department this information she hung up on me because she did not know how to respond further to my complaint. I have attempted to go into my local Starbucks store where the product was purchased at Chinook Mall in Calgary, AB to explain my concerns and resolve the problem, however, I was told the same thing about your return/exchange policy of 30 days with a receipt. What I have learned from this experience is that Starbucks does not have a replacement policy on damaged or defected products.
This issue I had with your Customer Service department was unsatisfying, to say the least, as I know that Starbucks as a company prides themselves on focusing on the quality of their products and services, which was quite the opposite of my experience with you. As a dedicated customer, I hope you will work to resolve my problem and find a resolution so that I can move forward and continue my relationship with the company.
Thank you for your consideration of this matter, and please let me know if you require any additional information. I hope to hear back from you about this incident. I can be reached by phone at (403) 483-0944 at any time or by email at dakota.tryhuba@alumni.ubc.ca
Sincerely,
Dakota Tryhuba
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