Chapter 13. About the Product

Complaint about flat soda

Customer Service

Olde-Style Soda Company

Dear Customer Service,

We are regular buyers of your unusual flavors of soda; I only wish it was easier to find all of your products including celery tonic and sarsaparilla.

Unfortunately, the most recent case of celery tonic we purchased turned out to be a disappointment. We bought the case of twenty-four cans at a convenience store in Rolling Meadow, more than an hour from where we live.

When we got back home and opened the first can we found that it was completely flat and had lost most of its flavor.

The soda can and case had the following lot number: 6SJ7-100-09.

We would like a refund for the cost of the case; I have enclosed a copy of the sales receipt. We hope this was an isolated problem.

Sincerely,

Fred Tracy

Complaint to manufacturer about work by authorized dealer

Customer Service

Mason Doors and Windows

Clinton Park

Dear Customer Service,

I recently purchased a garage door manufactured by your company (Model 6SJ7-1800R) and had it installed by one of your authorized dealers, Gleason Garage and Tractor Company in Rolling Meadow.

A week after the door was put in place, we found a major leak allowing rain to come into the garage. I called Gleason and they sent a repair crew that claimed to have fixed the problem.

This same thing happened after two subsequent storms. Gleason is now claiming that the problem is not with the door or their installation but with the structure of my garage.

I consider this a completely unreasonable position. There is nothing unusual about the design of our home; even if there was, this should have been dealt with by the installers when the door was first put in place.

I did extensive research and chose a door from your company because of its specifications and your excellent warranty. I am asking you now to stand behind that warranty and insist that either your authorized dealer complete the job properly or that you send a crew of your own for that purpose.

I look forward to hearing from you.

Sincerely,

Gordon Tate

Objecting to price rise on florist bill

Ray Hale

Hale’s Florist

Dear Ray,

Thank you for your fine work in providing flowers for my daughter Cynthia’s wedding. The church looked lovely, and the corsages for bride, groom, and attendants were beautiful.

As you recall, you called me on the day of the wedding to say that the shipment of white roses you had received were not up to your standards; you asked permission to substitute white lilies. We agreed, and the lilies were very attractive.

I am writing, though, to object to the extra charge for the lilies on the bill we have received.

We had a contract for the entire wedding. While we appreciate the fact that you did not want to provide inferior-quality white roses, we feel that we should not be asked to pay a higher price for the substitution you made.

We accepted your bid for the wedding, and the enclosed check covers the agreed-upon amount.

Sincerely,

Pat Fitzpatrick

Returning product under unconditional satisfaction policy

Customer Service Department

Walter’s Tool Company

Gentlemen,

I am returning the Henderson Hedge Cutter Model 6988 I purchased from your store three months ago.

After using this piece of equipment twice I have found it to be too heavy and awkward for me to operate. Although the cutter functioned well, it put too much of a strain on my shoulder and neck.

I am returning the item under your complete satisfaction guaranteed policy and expect a full refund of the purchase price. I have enclosed copies of the sales receipt.

Thank you for your consideration. I hope to make other purchases from your company in the future.

Sincerely,

Rick Morris

Complaining about restocking fee

Customer Service

Big Bob’s Furniture

Gentlemen,

I recently returned two custom upholstered easy chairs ordered from your company. These chairs were not the color I ordered and I found them unsatisfactory.

I just received my credit card statement and have been reimbursed for the original purchase price and all shipping and handling fees. However, I was charged a $125 restocking fee.

Please remove that $125 charge from my bill immediately. The chairs were returned because of an error made by your company.

I have already notified the credit card company that I dispute the charge.

Sincerely,

Rose Butler

Complaint about substitution of ingredient

Customer Service

Great Brand Cereals

Dear Customer Service,

I have been a loyal buyer of your Crunchy Bran cereal for many years.

I was unpleasantly surprised, though, to find that you have changed the formula to substitute palm oil for canola oil in the “new” recipe you are promoting.

This is a step in the completely wrong direction. When I shop I always look at the nutrition statement and pay close attention to the amount of saturated fat in products.

I will not buy Crunchy Bran again, until and unless you produce a more heart-healthy version of the product.

I look forward to hearing from you.

Sincerely,

Gladys Owens

Returning photograph to be reframed

Clark’s Photo Services

Rolling Meadow

Dear Mr. Clark,

I am returning the enclosed framed photograph, which was sent to your company for restoration, matting, and framing.

I am very pleased with the restoration and framing, but I am afraid that the matting is the wrong color. We had specified A15 (Sky Blue) but instead received an inappropriate shade of ochre.

Please correct the mistake. I will hold your invoice and pay the bill when I receive the work properly done.

Thank you.

Brian Martin

Complaint about deceptive product packaging

Customer Service

Sal’s Macaroni Company

I was very disappointed to find what I consider to be deceptive packaging in your company’s line of dried pasta products.

On a recent visit to my local supermarket I picked up a box of macaroni and was about to place it in my cart when I noticed that it contained only 15 ounces of product instead of a full pound. It was in the same-sized box your company has used for years; the only change was the weight.

There is no excuse to put 15 ounces of pasta in a 16-ounce box, and there is no excuse to use an oversized box for an undersized quantity.

There is no other way I can look at this except to think that your company—a brand I have used for years—was trying to sneak a price increase past shoppers who are not careful enough to study the label.

I will be studying your packaging, and those of brands I had never purchased before, to make sure that I get the most for my money and that I am not tricked into making a bad decision. I would be interested in hearing from you about this matter.

Sincerely,

Georgia Taylor

Complaint about quality of food product

Customer Service

Aunt’s Minnie’s Cookies

Dear Customer Service,

I have been a loyal customer of your products since I was a child, which makes me about as old as your company. I have always considered your cookies to be the highest-quality packaged baked goods on the market.

For that reason, I am writing to express my dismay at the “new recipe” vanilla cream cookies now on the market. As best I can tell, the change in the recipe means that the cream filling is about half the size it used to be, and the cookie itself has lost its distinctive crunch.

Is that your intent? Was this merely a bad batch or is this “new” recipe the inferior replacement for your original product?

I am enclosing the UPC code from the package.

I look forward to hearing from you before I buy any more of your products.

Sincerely,

Rose Walker

Asking reimbursement for repairs under warranty

Customer Service

Lawnpro Lawn Mowers

Dear Customer Service,

I purchased a LawnJoy power mower from your website in May; I have attached a copy of the invoice.

It was immediately apparent when I began using the mower that there was a leak in the fuel hose that caused the engine to shut off every few minutes. When I spoke to one of your customer service representatives, I was told to bring the mower to a local authorized repair shop and send the receipt to your company for reimbursement.

The confirmation code for this conversation was 6SJ7-0508.

As it turned out, the mower required a new fuel hose and primer bulb.

I submitted all receipts two months ago, on June 2. As of today I have not received reimbursement.

Please advise the status of this case.

Sincerely,

Phil Green

Complaint about handling charge for gift card

Charles Herbert, Vice President for Sales

Happy Kids Toys and Accessories

Dear Mr. Herbert,

I am writing to tell you of my unhappiness with your company’s policies regarding gift cards.

As a present for my young nephew, we decided to purchase a gift card and allow him to go shopping at your store. We thought it would be fun and educational for him to act like a customer and make decisions based on the amount of money he had available to spend.

When we called one of your stores to make arrangements for the card, we were told that there was a $5 service charge plus a $3.95 fee for shipping and handling.

As far as I am concerned, this is an outrageous attempt to gouge customers. What possible justification is there for a service charge? And why do you ask $3.95 for mailing a card that will travel across the country for the price of a first-class stamp?

From my point of view, we are loaning your company the amount of the gift card from the time of purchase until it is used. And I would also expect that many people who receive cards end up spending more than the value on the card.

We ended up deciding not to buy the card and instead sent our nephew a check that his parents can cash. That wasn’t our initial intent, but we did not want to waste money on your fees.

If you would like to retain our family as a customer in the future, I would be interested in hearing your response to my complaint.

Sincerely,

Amelia Mosley