Complaint Letter
843 Smith Street
Vancouver, BC V4C5J6
July 15, 2022
Mr. John Appleseed, Manager
Charlie Don’t Surf
15011 Marine Drive
White Rock, BC V4B 1C3
Dear Mr. Appleseed,
My partner and I dined at your restaurant this evening, and I would like to share some concerns regarding our experience. We arrived at 6:25PM for our 6:30PM reservation and waited patiently to be served at the entrance. After ten minutes of waiting, we politely asked a server if we could be seated. The server responded using a rude tone, telling us to wait outside in the walk-In lineup although we had a reservation. This made us feel uncomfortable and unwelcome at your restaurant.
After waiting for fifteen minutes outside, we were greeted kindly by another server and directed to our table. We ordered two beers and nachos as an appetizer, which took over thirty minutes to arrive. When the nachos arrived, they were cold and burnt. We waited for a server to check in with us, however no one approached our table. After this unsatisfactory experience, we paid our bill and left.
I recognize that the restaurant industry is severely short staffed at the moment, and that the servers were doing their best to manage the rush. Considering our experience at your restaurant, I request that we please be refunded our bill of $40.52. Thank you for taking the time to consider these concerns. I hope to hear from you soon.
Sincerely,
Harvey Dhaliwal
Response Letter
Charlie Don’t Surf
15011 Marine Drive
White Rock, BC V4B 1C3
July 18, 2022
Mr. Harbir Dhaliwal
843 Smith Street
Vancouver, BC V4C5J6
Dear Mr. Dhaliwal,
Thank you for contacting me regarding your unsatisfactory experience at Charlie Don’t Surf. On behalf of the entire team, I would like to sincerely apologize for this. We strive to deliver an outstanding customer experience, which I recognize you did not receive on your recent visit. I will personally share your feedback with the staff to ensure this does not happen again.
I understand your frustration with your dining experience and agree that you are entitled to compensation. Considering your dissatisfaction with the nachos specifically, we would like to offer you a refund for your appetizer totalling $21.45. Upon your approval, this amount will be refunded to your credit card immediately and should appear on your records within three to five business days.
We hope that you give us another chance to serve you at the high level we expect of our restaurant. If you have any further questions or comments, please send me an email at jappleseed@cds.ca or give me a call at 778-123-1234.
Sincerely,
John Appleseed