Denial Request Message
Shoe, Shop, Shine, your online designer shoe outlet, has beed doing great business without a problem – until today. The problem comes by way of this e-mail message from Katie Samson:
On October 14, i ordered a pair of Versace Palazzo Suletto Heel Pumps you listed as being a special buy. I ordered them and charged them to my VISA. The total including shipping charges, came to $872. When they arrived i found that they were not what i thought what they were. Your picture of them was deceiving. Thus i am returning them and ask that you refund my money. The shoes have not been used.
You cannot give Katie her money back. The shoes were on sale, discounted 40%. Shoe, Shop, Shine’s policy is that no merchandise bought on sale can be returned. It is a fair policy— fair to your costumers and fair to your company, if the company had to allow for the cost of returns, it could not offer goods as its low sale prices. The costumers would have to pay more.
Your Task: Write an e-mail letter message to Ms. Katie Samson denying her claim. Note: Please do not copy phrases from this case- use your own words. no plagiarism.
Example of the denial request message:
IT IS AN EXAMPLE!
Robertson’s Refurbishers collects old computers from people who wish to recycle their electronics. Robertson’s then reconditions the computers and sells them at a discount to public schools and charitable organizations. Each computer is tested for safety and reliability after reconditioning. The computers are guaranteed to work for six months from the purchase date. If a reconditioned computer fails before the six months is up, Robertson’s will replace it with another reconditioned computer free of charge. Robertson’s does not offer cash refunds. The return policy is printed on the back of the customers’ receipts.
Last month Alyssa Giordano purchased three refurbished computers for use at Our Lady of Angels Church. Yesterday Robertson’s customer service department received a letter from Ms. Giordano, complaining that one of the computers overheats if left on overnight. She would like to return all three computers for a cash refund because she is afraid that they may pose a threat to church employees’ safety.
a good response would be:
Dear Ms. Giordano:
Thank you for choosing Robertson’s Refurbishers as your source for pre-owned computers! Customers like you enable us to provide reliable, low-cost computer options to organizations that serve our community.
We’re sorry to hear that your recent purchase caused you worry. Robertson’s Refurbishers takes safety seriously and tests each computer extensively before certifying it for sale. While older computers tend to operate at warmer temperatures, your refurbished Dell 204X should not be overheating! Please discontinue using it immediately. We will gladly replace it free of charge.
Not only does Robertson’s Refurbishers care about the environment, but we also work hard to provide extraordinary value for our customers. By offering refurbished equipment, we keep electronic waste from going to the landfill and provide local organizations a way to meet their technological needs at a very low cost. Replacing computers instead of offering cash refunds allows us to continue to offer local organizations such extraordinary value. Be assured that we are doing everything we can to improve quality control and will implement further measures to ensure each refurbished computer not only provides good value, but operates safely.
Jonathan Euclides, one of our computer technicians, will give you a call early next week to set up a convenient time to bring a newly refurbished computer by your Los Angeles office. In addition to picking up the malfunctioning unit, he will also inspect the other two computers to make certain they are operating as they should.
We appreciate your business and hope Our Lady of Angels will think of Robertson’s Refurbishers when it comes time to purchase additional computers or to upgrade the ones you have. If you have additional questions or concerns, please don’t hesitate to call me at 714-347-6486, ext. 518.
Answer Preview
First is to highly thank you for choosing to shop for you shoes from shoe shop shine. It is our great honor at the company to make sure that we provide you with the best possible shoes at very competitive prices…
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