Bad News Letter – Samantha Krieg

ENGL 301 UBC

2329 West Mall

Vancouver, BC  V6T 1Z4

 

July 18, 2022

 

 

Ms. Samantha Krieg

600 Academy Way

Kelowna, BC  V1V 0E8

 

Dear Ms. Krieg,

 

Thank you for notifying us of the shipping delays with your order placed on June 18th. I am sorry to hear about the trouble the delay has caused and how it has made it difficult for you to give Steeped Coffee Packs as a gift.

 

I understand your desire to be refunded and still to gift the Steeped Coffee Packs. At ENGL 301 Coffee Company, we work closely with FedEx to ensure the quoted delivery dates are accurate. However, the ongoing COVID-19 pandemic has caused shipping delays for all couriers. When placing the order, you agreed to the terms and conditions that stated delivery dates during the COVID-19 are not guaranteed by ENGL 301 Coffee Company or FedEx. Thus, unfortunately, we cannot refund you and resend two new orders of the Steeped Coffee Packs with expedited shipping. In addition, the ten-dollar shipping cost was paid directly to FedEx for the courier service and cannot be refunded to you by ENGL Coffee Company.

 

Although we are not at fault for the delays, we value customer satisfaction and empathize with your situation. We are happy to offer you one of the following solutions to help resolve the problem: 

 

1. Send a new order of two ENGL 301 Steeped Coffee Packs to the address enclosed in your letter with FedEx’s one-day shipping. The June 18th order will not be cancelled, and two Steeped Coffee Packs will still arrive at the original shipping address. If this option is selected, our company would cover the shipping cost for the additional order but would not be able to provide any refund for the June 18 order. 
2. Refund your payment method fifty-five dollars ($55) for the June 18th order of two Steeped Coffee Packs. The order will not be cancelled, and two Steeped Coffee Packs will still arrive at the original shipping address.

 

Please let us know which solution will work best for you by email at customerservice@engl301.com or by calling our customer service department at (250) 888 – 7595 ext. 345. Thank you for contacting ENGL 301 Coffee Company; we are happy to have the opportunity to resolve your concerns. 

 

Respectfully,

ENGL 301 Coffee Company Representative

Manager, Customer Service