Chapter 14. Dealing with a Store

Asking store for discount

J.D. Office Products

Rolling Meadow

Gentlemen,

As you know, the Rolling Meadow Historical Society has been a longtime customer of your company. I know we are not your largest customer, but we have been loyal in our patronage. As much as possible we have made it our policy to patronize local businesses. We are dependent on the community for our support and feel it is our responsibility for us to do the same.

We have no complaints about your company’s quality or service. However, in this very difficult economy we have been forced to reduce our budget and look for the best possible deals in all of our expenditures.

To be frank, we could save a great deal of money by purchasing office supplies from an online company or one of the warehouse stores in Littleton.

We are asking that you work with us to make it possible for us to continue to get our office supplies from you. We are asking for discounts, special offers, and incentives that will allow us to remain a loyal customer.

Please call me to discuss.

Sincerely,

Sandra Hudson, Office Manager

Rolling Meadow Historical Association

Asking store for quantity discount

George Robinson, manager

Rolling Meadow Variety Store

Dear Mr. Robinson,

I was in your store recently and saw a lovely silver-plated jewelry box. The retail price on this piece was $16.

I am chairperson for a woman’s group in Rolling Meadow, and we will be having our appreciation banquet in September. I plan to purchase 80 gifts for our members. My budget is $1,000.

For an order of this size, I am hoping for a quantity discount; I can offer $12.50 per unit.

I’m hoping this is acceptable to you and we can place an immediate order. I look forward to hearing from you.

Sincerely,

Brenda Miller

Asking store to stock brand

Jeff Connors, manager

Rolling Meadow Supermarket

Dear Mr. Connors,

We are regular customers at your store and generally appreciate the range of products available. However, we have been unable to find a particular product that we very much enjoy: SoyFlava Wasabi Salad Dressing.

I am hoping you can add it to your shelf. In fact, we’ll buy an entire case if that’s the best way to get the product to Rolling Meadow. But I’ll also encourage my friends to come to the store to buy this dressing.

Please let me know if this is possible and when I might expect to be able to purchase it.

Thank you.

Sonya Flanders

Asking store to restock product

Tommy’s Toggery

Rolling Meadow

Dear Manager,

For many years we have been loyal customers of your shop. Among our favorite products are the rain hats manufactured by the Webster Clothing Company. We use them for ourselves, and I have bought them as gifts for many of our friends.

When I visited your store last week, I was told that you are now carrying a different line. I have to say I found the replacement item much inferior to the Webster hats.

I am hoping you will bring back the Webster hats; we promise to buy at least six when they’re back on the shelves. I look forward to hearing from you.

Sincerely,

Elaine Harvey

Complaining to supermarket for lack of sufficient help

Go and Save Grocery

Rolling Meadow

Dear Manager,

For the past three Sundays I have been quite upset with the level of service at your store.

Each time I have found lengthy lines at the checkout counters; this past week I waited more than thirty minutes before I reached the cashier.

I do not understand why more cashiers are not employed during times when the store is consistently jammed with customers. At this time, I have decided to drive ten miles to your competitor in Hadley Village; that supermarket always has plenty of cashiers on duty.

I would welcome a call from you if you have any news about staffing plans that would convince me to bring my business back to your store.

Thank you.

Marion Otter

Returning product because of price

Customer Service

Morgan’s Department Store

Enclosed please find a leather handbag purchased from your store on May 15.

I’m afraid I made a mistake in buying the item; I thought the price was $150, but I was shocked to receive my credit card statement with a charge for $1,500.

Although I admit the mistake was mine, I do want to point out that the price tag is not clearly marked. And at the time I bought the bag I remember saying to the sales clerk that I thought $150 was a great price for such a high-quality purse. I wish she had corrected me.

Sincerely,

Shelia Gordon

Notice of availability of store credit for return

John Jablonsky

Highland River

Dear Mr. Jablonsky,

We are in receipt of the electric drill you recently purchased from our store. In the accompanying letter you stated that the reason for the return is that you changed your mind and asked to be credited with the purchase price.

At this time, we are only able to offer a store credit on returns unless there is a defect in the item; this policy is clearly printed on your receipt. Enclosed please find a coupon, valued at the full price of the drill, which you can use for future purchases at our store.

Thank you.

Holly Lightly, Manager

Refusing store credit and demanding full refund

Suzanne Yates, Owner

Suzanne’s Boutique

Rolling Meadow

Dear Ms. Yates,

I was in your store earlier this week and purchased a sweater as a gift; I have enclosed a copy of the sales receipt.

As I was shopping, the clerk told me it was 100 percent cashmere; it was included in your sale of cashmere items.

When I got home and looked at the small print on the label, I discovered that it was actually a 50/50 mix of cashmere and mohair.

I brought the item back and was told that because I purchased it as a sale item, I could only receive store credit. There was nothing else in the store I thought appropriate, and in any case I feel that I was misled by your clerk.

Perhaps it was an honest mistake on her part, but I want to reiterate that the sweater was being offered on sale as a cashmere item.

I do not want to have to escalate this matter, but I am certain that if I was to contact the state attorney general they would back me up because the item was advertised as something it was not.

Please advise how you intend to refund my money.

Sincerely,

Kay Becker

Item not returnable to store

Susan Carroll

Rolling Meadow

Dear Ms. Carroll,

We recently received in the mail a leather skirt that you asked to return for a refund or store credit. In your cover letter you said it was a gift and you had no accompanying paperwork.

Although we promise to stand behind all merchandise sold at our store or through our online website, we regret to inform you that this item was not purchased from us. We do not stock the item, and the identification tags on the skirt do not match our system.

We are returning the item. We hope you will find the original seller.

Sincerely,

Brian Adams

Customer Service

Refusing return of item

Sheila Gordon

Rolling Meadow

Dear Ms. Gordon,

We have received the leather bag you purchased recently at our store. In the cover letter you stated you wished to return the purse; we regret to inform you that we are unable to accept the item since it has clearly been used.

As stated on all receipts, we are happy to refund or issue store credit for all items returned in new and unused condition.

We apologize for any misunderstanding you may have had about your purchase.

As a gesture of goodwill to a valued customer, we are enclosing a coupon good for ten percent off your next purchase at Morgan’s Department Store.

Sincerely,

Elizabeth Bell

Customer Service

Reducing hours at business

To Our Loyal Customers and Artisans,

We want to thank all our faithful supporters for your patronage this past year. We are proud to operate the largest crafts cooperative in the state, and we look forward to many years of serving the community.

As we prepare to open for the season, we want to notify you of a change in our hours of operation. In order to decrease costs in this difficult economy, we have decided to reduce our operating hours; effective May 1 we will be open five days a week, closing on Monday and Tuesdays.

We hope this does not inconvenience any of our customers. As a reminder, we do schedule openings of the store by appointment in the evening and on days when we are closed.

We look forward to seeing old friends and new faces this season.

Sincerely,

Jo Perry