The purpose of these letters were to provide practice at dealing with situations in which we may have not had the opportunity to confront yet. The main concept in this assignment I believe was the tone we used in composing both the complaint and response letters. We had to maintain a professional tone, while still getting our point across. I feel as though I did a great job in keeping ‘tone’ in mind while writing these letters, and was able to provide a professional tone throughout.
Letter #1: Write a letter of complaint about an error on a bill, rude service, a mistake in delivery, or the poor quality of some product you have purchased.
July 6, 2021
William Jackson
818 Frederick Road
North Vancouver, V7K 2Y3
Dear DoorDash Management,
My family and I have been consistent DoorDash users for the last two and a half years. We love the service you provide, and think your company is superior to the leading competitors when it comes to customer service issues, which is why we have been customers for so long.
When making an order yesterday from our local Sushi restaurant Yaku Maki, two of our entrees were missing (a California roll, and a Chicken Teriyaki Roll) in our order which included a total of 10 items. Having ordered such a large amount of food, we didn’t notice the order missing until we had already started eating, so we did not contact you right away. We understand large orders are difficult to get completely accurate, but nonetheless we don’t appreciate paying for food that we didn’t get, and furthermore, we didn’t have enough food to feed everyone.
I believe we are in reasonable grounds to ask for compensation, which I believe reimbursing us for a few items of our bill will be fair. Please find a copy of our receipt attached to our email. I look forward to hearing from your team, and would like to thank you again for offering a great service.
Sincerely,
William Jackson
Letter #2: Take the role of the employee whose job it is to respond
July 6, 2021
John Doe
DoorDash Customer Service Representative
901 Market Street
San Francisco, CA 94103
Dear William Jackson,
Thank you for contacting DoorDash, and we are sorry to hear about your issues relating to your last order made with us. We value all of our customers, especially those who have been return customers for so many years. We understand that our business relies on customers like you, that is why our main priority is to accommodate your needs in any way we can.
As for your complaint about your missing items, we are sorry to hear about your troubles with Yaku Maki. We do our best to make sure all orders are 100% accurate but we hate to admit mistakes do happen. We cannot control what each individual restaurant does, and they may leave out items in orders, this is an issue that we cannot stop from our end. Our service provides customers an easy way to order from a variety of restaurants with ease, and for restaurants to reach new clientele they may have not had the opportunity to each before.
Nonetheless, we are more than happy to make things right with our customers and provide compensations. As per your request, unfortunately according to our policies we cannot refund you for items purchased more than 24 hours ago. We can however offer you a 30% off gift voucher for a future purchase of yours. I hope this accommodation pleases your compensation requests. If it does, please reply to this email and let us know so we can send the coupon code.
Once again, we are sorry for the inconvenience you have suffered, and we hope our compensation meets your expectations. Feel free to reach out to me if you have any questions regarding this cause, I can be reached at the following email address: customerrepresentative@doordash.com. Thank you again for using DoorDash, your business is greatly appreciated.
Sincerely,
John Doe
Customer Service Representative, DoorDash