You recently bought an item of clothing from a shop. You discovered that it had a fault and returned it to the shop for replacement or refund. However, the assistant told you that this was against the store’s policy.

Model Answer

Dear Sir or Madam,

I am a loyal customer of your store in Elizabeth supermarket and writing to complain about a recent poor customer service that I experienced at your shop. Last week, I purchased a dress from your store and unfortunately, it was faulty. When I returned it to your store for a replacement, I was told that it is not possible.

I bought a white trendy top from your store on 16th April. When I tried it in the shop, it looked alright to me. However, when I showed it to my roommate, I realised that a stain on the back was visible, hence it is not wearable. I believe I was not given the product that I trialled at your store. I went to the store the next day to get it replaced.

To my utter dismay, the sales assistant mentioned that once an item is sold, it cannot be exchanged or refunded as per the store’s policy. I completely understand it. However, it is unfair that a customer has to suffer due to a staff’s mistake or dishonesty. I have not removed the price tag from the dress and it is clearly visible that the stain is very old. The order number is WD-52417 and I paid $189 for the item.

I believe this matter deserves your immediate attention. I would appreciate it if you could replace the top or refund the money. It would certainly increase my confidence in your customer care services as well.

Looking forward to your prompt action.

Naaz Anna

[ Written by – Naaz ]