1st Letter: Complaint Letter
Varneega Theva
2001 Balsam St
Vancouver, BC
varneega@student.ubc.ca
March 12, 2022
October’s Very Own
899 Dundas St W
Toronto, ON
info@octobersveryown.net
Dear OVO Customer Service Team,
I am writing this letter to express my disappointment regarding my recent order (No. 258734), which was placed on January 23, 2022. My primary complaint is in regards to the promised delivery date which is within five to ten business days of the order date as stated on the website. I have been waiting for my order to arrive for more than a month now, and I consider the company’s approach to handling the situation to be extremely unprofessional.
The contents of my order were time sensitive as I had needed them for an upcoming trip. However, to my disappointment I still have not received my package to date. I am not satisfied by the quality of this service and would like to request a complete refund of my order in addition to extra compensation such as a gift card for the inconvenience. OVO has failed to adhere to its outlined delivery practice and therefore should take responsibility for this outcome. I have been a loyal customer, often impressed by the professionalism and consistency of the service and products provided. However, after this experience I am unsure of whether I’ll be a returning customer. I hope you will do your best to remedy this situation and fulfill my request. Thank you for your assistance on this issue and I look forward to your response.
Kind regards,
Varneega Theva
2nd Letter: Bad News Letter
October’s Very Own
899 Dundas St W
Toronto, ON
info@octobersveryown.net
March 13, 2022
Varneega Theva
2001 Balsam St
Vancouver, BC
varneega@student.ubc.ca
Dear Ms. Varneega
Thank you for your email, we always appreciate receiving feedback from our valued customers. I apologize for the inconvenience caused by the delayed delivery service, and we will be thoroughly investigating this matter to prevent this from occurring in the future. We have checked in with the delivery service provider and they have clarified that your order will be arriving at the end of the week. Furthermore, they have taken responsibility for the delay and ask for your understanding on this matter. With the recent delays due to the flooding that occurred in BC, many of their deliveries have been withheld and we appreciate your patience during this period of time.
Unfortunately, we are unable to provide a refund for this order as the items purchased are all considered ‘Final Sale’. However, we understand your frustration and would like to offer you a 20% off in-store or online voucher as a token of our thankfulness that will shortly be emailed to you. We appreciate your patience and understanding as we try to resolve this matter, and it is our sincere hope that you will remain a loyal customer with OVO. Please do not hesitate to reach out if you have any further questions or concerns, you can email us at info@octobersveryown.net and we will try our best to assist you.
Warm regards,
OVO Customer Service Team
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