I had placed an order for a briefcase on the 14th of July, 2015 and received it three days later. But when I opened the parcel, I noticed that the briefcase was broken and the lock was loose due to which the briefcase could not be closed.
As you know that according to the contract between us, the goods you supply must be as they are described and also of superior quality and satisfactory. Because of this, I would be entitled to have the defective item replaced with a new one. I request you to do the same within this week.
I would also like for you to inform me whether you would collect the item from my doorstep or would require me to return it myself.
Hope to hear from you soon regarding the issue and consider my replacement.
We would like to thank you for making us aware of the mistake we have made, regarding the product you bought, through the letter you have sent to us on the (date). We would like to apologise for the inconvenience the quality of the product may have caused you.
After receiving the defective briefcase, we analysed it and realised the defects. It seems that the product had broken while delivering it to you. We have appointed our inspection team and found that the lock of the briefcase was not properly manufactured. However, we are happy to inform you that we are willing to adjust a replacement of the briefcase and would send you a new one within the date specified by you which is (date).
We hope that you would be satisfied by the new product we have sent to you and would use it for a long time without any complaints. Please do not hesitate to contact us again if you need any further assistance. We would certainly be happy to help.
Thank you for your letter.
We would like to thank you for writing to us on the (date) regarding the issue of the defective product received by you. We apologise to you for providing you with such an experience regarding the briefcase. We certainly understand your disappointment.
In order to understand your problem and disappointment better and in detail, we had appointed our inspection team on the product and realised the difficulties of the briefcase. The lock was not inserted properly by our manufacturing team. Also, the briefcase had broken while our workers delivered it to you. We are very sorry again on behalf of the workers who delivered it as well.
However, we are sorry to inform you that our company does not provide a replacement for your old briefcase. Our company’s rules and regulations do not allow us to replace a defective item once it has been delivered. But we are also happy to inform you that we are willing to repair your product by the date specified by you, which would be free of cost and are even providing you with a gift voucher. The use of the GV would be applicable the next time you purchase from our company. Please let us know if you need any further assistance.
Thank you for choosing us for your shopping interests. We hope to continue with providing services to you.