Letter#1 Complaint letter
Carol Li
7435 Vista Cres
Burnaby, BC V5E2C9
Mar 12, 2022
Aritzia
4700 Kingsway,
Burnaby, BC V5H 4M1
Attention: Aritzia Concierge Department
Subject: Received Incorrect Order
Dear Sir/Madam,
I made an order a week ago, the order number is 9476520, and yesterday I received the package with the number 9492 3398 9613. The dress’s size in the package is not what I ordered. Attached is the screenshot of the details of my order.
I launched an exchange request last night, but the website showed that I need to pay the shipping fee, which is hard for me to swallow. Also, I bought this dress for my sister’s wedding on Saturday, but I’m afraid it’s too late.
I understand this may happen sometimes, but I hope you could send me the correct package and cancel my shipping fee. I have been a devoted customer of your company for years now and I hope you will take my complaint seriously.
I Look forward to your reply.
Regards,
Carol Li
Enclosed: Order #9476520 Screenshot
Letter#2 Bad News Adjustment Letter
Aritzia
4700 Kingsway,
Burnaby, BC V5H 4M1
Mar 12, 2022
Carol Li
7435 Vista Cres
Burnaby, BC V5E2C9
Subject: RE: Received Incorrect Order
Dear Carol.
Thank you for reaching out to us regarding your order issue and we’re sincerely sorry for what we did.
We will pay for the return shipping fee of the dress after receiving the original package. We appreciate it if could pack the wrong dress up, drop it off at your nearest FedEx Post Office, and sent it to us.
However, according to our company’s return and exchange policy, we cannot send you a new package until we receive your return. We’re sorry to have caused you trouble due to our mistake and to express our apologies, we’re offering you a 30% discount coupon for your next purchase.
We apologize for this unpleasant experience. Thank you for your feedback that helps us improve our service. If you have any questions or would like to discuss this matter further, please contact us through this email address.
I look forward to your continued support.
Sincerely，
Tara S.
Manager of Aritzia Concierge
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