Business Communication
After much thought and research, Mr. Ellis bought his wife a pair of emerald earrings as a 40th wedding
anniversary gift. Unfortunately, the post on one of the earrings snapped off the first time Mrs. Ellis tried to
wear them. Mr. Ellis was furious: the earrings cost $4000. He sends Smythe Jewellers (where you work) a
letter demanding a full refund. Decide what you can do for Mr. Ellis and send him a partial bad news letter
with a suggested compromise. Be sure to bear in mind the important principles that govern this kind of
letter and present your response in an appropriate business letter format. (20 marks)
Business Communication
To
BUSINESS COMMUNICATION 2
Mr. Ellis
Re: Refund question
Dear Sir
This letter is a response to the complaint letter you presented concerning defective
earrings that we sold to you. As the manager of this company, I would like to apologize for the
products that we sold to you and affirm that this was unfortunate. We do value every single
customer we receive and for the last 10 years, we have delighted ourselves as one of the stores
that value quality. This was unfortunate but as the company policy, we have been forced to reach
a compromise.
The management looked into the issue and reached a solution that was in tandem with
the policies governing such complaints. The decision reached is that you will have to return the
defective earrings to the company. The company will replace the earrings with those that cost $
- This therefore means that your demand for a full refund will not be accepted. This
decision was done in the best interest of the company in line with the company policies as a way
of its commitment to providing its customers with better services. The company policy is that
once goods are sold, the customer is responsible for any damages incurred. The nature of the
earrings damaged will be assessed to determine whether they were default at the time of sale or
not.
As a company, we have taken our responsibility to ensure that you get value for your
money. This decision even though may not appear to meet your demands, we ask you to bear
with us. We thank you for shopping at our stores and look forward to see you again as our
customer.
