Question / Response Test | B2 – Upper-Intermediate

FROM: Laurel Flanagan <[email protected]>

TO: Customer Service <[email protected]>

SUBJECT: Order 65059697

DATE: May 6

Dear Sir/Madam,

I’m writing with regard to an order (order number 65059697) I made on April 20. I spent more than $1,100, but there were still problems with my order. To begin with, the items arrived more than two weeks after being purchased. In addition, I bought some ink for my printer. I ordered two packs of TR440 black ink but was sent two packs of TRÓ87 black ink. I checked which printers that ink is compatible with, and mine isn’t one. The other problem concerns the Montague P2000 digital camera I purchased, while the camera arrived in fine condition, the user’s manual was not included. I therefore have no idea how to operate my new camera.

I want the missing items sent immediately and further request to know how to return the ink to you. Please do this as soon as possible since I am traveling abroad in five days and would like to take my camera with me. This is the third shipping mistake made by your company in the past seven months, while I enjoy shopping at your online store due to the low prices, I am tired of receiving incorrect items and incomplete orders. If something similar happens again, I will no longer frequent your store.

Regards,

Laurel Flanagan

_____________________________________________________

FROM: Customer Service <[email protected]>

TO: Laurel Flanagan <[email protected]>

SUBJECT: RE: Order 65059697

DATE: May 6

Dear Ms. Flanagan,

On behalf of everyone in the Shipping Department at Broadway Electronics, I wholeheartedly apologize for the mistakes we made. I assure you that we will do our utmost to ensure that your orders no longer have any problems. In fact, I will personally pack and ship your orders from now on so that you can be sure to receive every item you buy. Your orders will also be sent by premium express mail at absolutely no cost to you. And the next time you purchase some items from us, please use coupon code BIGSAVINGS to receive 50% off any order of $1,000 or less. I hope these actions will convince you to continue using our services for many years to come.

As for the missing items, the ink has been shipped by courier and will arrive before noon tomorrow. The other item is not in stock at the moment, so I ordered it from the manufacturer. It should get here tomorrow, and we will then send it straight to you. You should therefore receive it before you go on your trip.

If you experience any more problems in the future, please call me directly at (403) 679-5495, and I shall do my best to assist you.

Sincerely,

Carmen Diego

Director, Shipping Department Broadway Electronics