Brakes Bar and Restaurant Supplies, 117-119 Old Brompton Road, London, United Kingdom SW7 3RN
(020) 3473-2787 (Tel) (020) 3473-2788 (Fax) Jamessmith@Brakes.co.uk (Email)
18th July, 2022
The Kings Arms
392 New Kings Rd
London, United Kingdom SW6 4RN
Attention: Ms. Matilda Murray
Dear Ms. Murray,
Thank you for informing me of the issue. We greatly appreciate your pub’s business and pride ourselves on delivering excellent service. I am incredibly sorry to hear of the mistake in your order.
I, of course, understand why you would like to exchange the Rosé for the Merlot. Our company policy is that the receiver must check over all deliveries before signing to ensure that no mistakes have been made. Signing for the delivery means agreeing that the order is satisfactory. I have checked our records, and it says that the delivery was signed by an employee, Jack Williams. By signing for the delivery, Mr Williams agreed that the order was fully completed and approved the payment. Unfortunately, once signed for the delivery cannot be returned or refunded. We cannot legally resell items for consumption, which is why we have such a strict policy. Thus, I am sorry to say I cannot provide you with the Merlot in exchange for the Rosé.
If you would like to replenish your stocks by requesting extra Merlot in your next order, I will personally ensure it is delivered to you and will provide you with a 20% off voucher as an apology for the inconvenience. Please feel free to contact me if you wish to discuss the issue further.
Best wishes,
James Smith
Head of Distributions
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