video Library 2 : bad new : buy costumes. buy costumes is proud of its extensive
ID: 347948 • Letter: V
Question
video Library 2 : bad new : buy costumes.
buy costumes is proud of its extensive stock of costumes, its liberal return policy, and its many satisfied customers. but one day a letter arrived with a request that went beyond the company's ability to deliver. the customer said that he had ordered the Gorilla Blinky eye with chest costume. this popular gorilla costume comes with a unique gorilla mask, attractive suit with rubber chest, foot covers, and hands. the customer complained that the gorilla costume didn’t arrive until two days after his Halloween party. he planned an elaborate party with a gorilla theme, and he was extremely unhappy that he didnot have his customer. he asks to reimburse the $300 that he spent on theme- related decorations, which he says were useless when he failed to receive his costume.
As a customer - service representative you checked his order and found that it was not received until five days before Halloween, the busiest time of the year for your company, the order was filled next day, but slandered shipping requires three to six business days for delivery. the customer did not order express or premium delivery; his shipping option was marked "slandered"
you showed the letter to the owner ,Mr. Getz, who said this request was ludicrous . however , he wanted to retain the customer's goodwill.. obviously, Buy costumes was not going to shell out $300 for late delivery of a costume. but Mr. Getz suggested that the company would allow the customer to return the costume ( in its original package) with a credit for the $134.99 charge. in addition, Buy Costumes would send a coupon for $20 off on the next costume purchase.
your task: Mr. Getz asks you to write a letter that retains the goodwill of this costumer. Address your Bad- news letter to Mr. Christopher King, 3579 Elm Street , Buffalo, NY 14202.
Explanation / Answer
12th March 2018
To,
Mr. Christopher King,
3579 Elm Street,
Buffalo, NY 14202.
Dear Mr. King,
I am writing to you concerning the complaint you had filed with us regarding the late delivery of the Gorilla Blinky eye with chest costume. At the very outset I would like to thank you for ordering with us. It is our company policy to keep our customers always satisfied by providing them with an extensive stock of costumes to choose from and by providing them a liberal return policy.
With regards to your order I would like to point out that the order was received by our company only five days before Halloween. As you are aware that our standard shipping and delivery can take up to six business days we were not at fault for the delivery of the costume two days after Halloween. Had you opted for the premium delivery option we would have certainly delivered the costume as per your deadline.
Considering the above facts we are not in a position to reimburse you the $300 as mentioned by you in your communication. However, since you are a valuable customer, and since our company goes the extra mile to keep valued customers like you happy and satisfied, I would like to inform you that you can return the costume to us and we will provide you a $134.99 credit for the same. Moreover we would also like to offer you a coupon of $20 which you can use for the next purchase that you make with us.
We will continue to seek your patronage in the future and will take all possible steps to help you serve efficiently.
Best Regards,
Mr. J. Kipling
(Customer Service Representative – Buy Costumes).
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