Letter of Complaint
RONA
1711 Springfield Rd
Kelowna, BC
V1Y 5V5
Morgan Brandt
Kelowna Actors Studio
100-2600 Enterprise Rd
Kelowna, BC
V1X 7Y5
November 26, 2019
Dear Management,
On Monday, November 25, 2019, I purchased lumber for the Kelowna Actors Studio under our company account at your Kelowna, BC location and our staff discount was not applied to the transaction. I noticed the error upon reviewing the receipt later that evening with my manager as the invoice was not attached either. Upon returning to customer service the following day, the price difference was promptly reverted on the account and an invoice was issued to me for our records. However, if this receipt remained unchecked, we would have exceeded our budget immensely and be declined during our next transaction.
Now, after discussing the checkout procedure with my coworkers, it appears that the manual entry of skews and returns increases wait times and steps for cashiers to complete business transactions. But by digitizing the customer service cashier systems, wait times and transaction accuracy would improve as well as provide prompts for cashiers to apply discounts and issue invoices for business accounts.
We greatly appreciate the selection offered at your store and want to continue using RONA as our lumber provider for productions. If digitizing your systems is not feasible currently, then greater attention should be paid during business transactions for issuing company discounts and invoices.
Sincerely,
Morgan Brandt
Production Manager
Kelowna Actors Studio
250-309-1889
Letter #2: Bad News Letter
Morgan Brandt
Kelowna Actors Studio
100-2600 Enterprise Rd
Kelowna, BC
V1X 7Y5
Morgan Brandt
RONA
1711 Springfield Rd
Kelowna, BC
V1Y 5V5
Dear Miss Brandt,
We apologize for the error in your recent transaction at our Kelowna location. Thank you for taking initiative by visiting our customer service department to correct the error on the account as well as providing feedback for our services.
Regarding your suggestion to digitize our systems, the updates will reach our branch in late 2021. In the meantime, diligence in performing business transactions, particularly in applying discounts and providing appropriate forms and invoices will be emphasized across departments.
In appreciation for using RONA as your primary lumber provider, 2 free RONA truck deliveries, a $150 value, have been credited to the Kelowna Actors Studio company account. Simply order the supplies on our website then select truck delivery at checkout. Within 48 hours our expert centre will contact you to arrange delivery in 4 to 10 days after your online order.
If you enjoy using the scheduled truck deliveries, any future order can be delivered in town for only $75. This service is designed to free up time in busy schedules, especially for future projects that you cannot get away from or do not have a truck available for the job.
Sincerely,
Morgan Brandt
General Manager
RONA
250-309-1889