Letter #1 – Complaint Letter
Katherine Chan
2205 Lower Mall
Vancouver, BC
V6T1Z4
March 13, 2022
Starbucks (Life Building)
6138 Student Union Blvd
Vancouver, BC
V6T1Z1
Telephone: (604) 822-8036
Attention: Senior Supervisor
Subject: Incomplete order (transaction ID: 229687575)
To Whom It May Concern,
I am a loyal customer of Starbucks and have been a Gold Reward Cardholder since 2012. I choose Starbucks because of your company’s dedication to consistency and stellar customer experience. However, I was very disappointed by the order I placed on March 3, 2022 (transaction ID: 229687575), which consisted of 4 coffee travellers. Please find my receipt attached to this email.
I expected cups, creamer, and sugar for 80 servings, which are included in the order. I received none of these items on March 5 at 5:00 PM. The order was placed for a coffeehouse event in Marine Drive residence. We were unable to serve coffee efficiently to our attendees due to the lack of supplies and ingredients. Moreover, coffee is a vital component to the event’s theme and we received negative feedback from attendees. The next day I called your store and spoke with the weekend supervisor, Hannah, regarding this incident. Hannah reassured me that the Senior Supervisor would reach out to me on Monday, March 7. I have not received a follow up call.
Overall, I am dissatisfied by the incomplete order and lack of follow up. I am formally requesting a full refund. As a long-time customer I trust that Starbucks will remedy this situation by granting my request. Thank you for your assistance and I look forward to your reply.
Best regards
Katherine Chan
Enclosure: Starbucks Receipt
Letter #2– Bad News Letter
Starbucks (Life Building)
6138 Student Union Blvd
Vancouver, BC
V6T1Z1
Telephone: (604) 822-8036
Katherine Chan
2205 Lower Mall
Vancouver, BC
V6T1Z4
March 14, 2022
Dear Ms. Chan,
Thank you for contacting us regarding your experience. We would like to apologize for the inconvenience and disappointment that you experienced in your recent order on March 5. We assure you that your feedback will be communicated with our management team to help us improve our service and prevent similar problems from reoccurring.
Unfortunately, we are unable to provide a full refund to your order. Instead we would like to make it up to you by offering a $50 gift card, which you can expect to delivered to you by mail in two weeks.
Once again we appreciate your loyalty and apologise for our failure to serve you well. Your feedback is valuable to us and we hope to serve you again the future.
Thank you,
Jane Doe
Senior Supervisor
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