Day 10 Writing Homework
You are the Customer Relations Manager at Harrington’s, a premium department store. A valued customer has emailed to express disappointment about receiving incorrect items in their recent online order and experiencing delays with customer service responses. They are requesting a full refund and reconsideration of their continued loyalty to your store.
Write a comprehensive response email (400-500 words) that addresses their concerns, offers appropriate solutions, and attempts to rebuild their confidence in your company.
Slides: https://drive.google.com/drive/folders/1ZtuV4hk0qBUMB72XbZlS6eQa2G418Q0T?usp=sharing
Please upload your homework as a comment below:
- Due Date : October 12, 2025
- Feedback will be shared in 3-5 days
10 thoughts on “Day 10 Writing Homework”
Apology letter to “Valued Customer”
Dear Mr Kirby,
We hope this email finds you well. We are writing this to say that we are very sorry to hear about your recent experience with us. We apologise for the mixup of your order. Our customer service team is often busy but we apologise for not getting back to you. We hope this offer of 15% with free shipping for your next purchase makes up for our mistake. Your current order will be received shortly and again, are sorry for your experience with us. If you wish to review your current order, click on the file below.
Harrington’s Customer Relations Manager
Mr Kirby’s order at Harrington’s
Please see the attached PDF for the feedback.
2-10(10)-Jayden Nguyen
Dear Mrs Suzy,
I hope this email finds you well. We saw your email saying that you have received the wrong items and is reconsidering your loyalty. You have expressed your concerns well and we are willing to do something to fix this.
I understand why you are reconsidering your loyalty with the company. It is a shame that you ended up getting the wrong items. We are willing to give your actual items back and you can have a 50% refund along with a 25% discount for your next online purchase. We are extremely sorry for this error. Our staff is very busy and make mistakes but we never had this much of a bad mistake.
If you want to stop being a loyal customer I suggest you don’t stop. Soon we will be having a special day when every customer will have a 15% of discount and including your 25% discount you will have a 35% off for you entire purchase. Also loyal customers will get an extra 5% on that special day so you will get a 40% discount. There will also be more special discounts coming soon.
Sincerely,
Customer Relations Manager
Please see the attached PDF for the feedback.
2-10(10)-arupknandigmail-com
Dear valued customer,
I hope this email finds you well.
I have heard about your recent inconvenience using our online ordering app. We understand your disappointment and will attempt to let you regain trust in our company as fast as possible. Our customer service and delivery team are deeply sorry for the wrong order and slow service. Internally we had agreed on a new process to organise the packages, however we failed to inform all of the delivery drivers due to our vast network. Because of this the delivery drivers who were delivering your package picked up the wrong one. To help prevent situations like this we have now instructed our delivery team to instead just organise it the usual way. At the time which you called there had been a muddle up in the customer service team about who wasn’t and was on break. And when you called everyone believed that they were on break, hence when you called it was left un-answered due to unavailability of the staff. To reduce this from happening again we have organised the spreadsheets of everyones breaks clearer.
Your offer for a full refund can be given. However, I am also willing to give you one small shopping trolley full for free the next time you come here. This offer would mean that anything you can fit in the trolley would be for free, except for any type of gift cards. We can also offer you a $100 gift card of your choice. If none of these options suit your needs we can still give you the full refund requested. Here at Harrington’s we prioritise the trust and happiness of our clients above all. If you do not feel like this is the case we will try to fix it in however way you suggest. We treat every customer here like our family and try to give them the very best of the best.
On behalf of all of Harrington’s staff, I ask you to forgive us and give us another chance at redemption. We will try to fix up every bug in our online delivery system. We will also give strict instructions to all of our staff to only follow protocol, and to always make sure there is always someone who can understand the timetable in the group. All of Harrington’s staff are really sorry for the wrong order which was delivered to your door, and also for how slow the customer service replied to your complaint.
Sincerely, Aarav
reviewed version
Dear valued customer,
I hope this email finds you well.
I have heard about your recent inconvenience using our online ordering app. We understand your disappointment and will attempt to let you regain trust in our company as fast as possible. Our customer service and delivery team are deeply sorry for the wrong order and slow service. Internally we had agreed on a new process to organise the packages, however we failed to inform all of the delivery drivers due to our vast network. Because of this the delivery drivers who were delivering your package picked up the wrong one. To help prevent situations like this we have now instructed our delivery team to instead just organise it the usual way. At the time which you called there had been a muddle up in the customer service team about who wasn’t and was on break. And when you called everyone believed that they were on break, hence when you called it was left un-answered due to unavailability of the staff. To reduce this from happening again we have organised the spreadsheets of everyones breaks clearer.
Your offer for a full refund can be given. However, I am also willing to give you one small shopping trolley full for free the next time you come here. This offer would mean that anything you can fit in the trolley would be for free, except for any type of gift cards. We can also offer you a $100 gift card of your choice. If none of these options suit your needs we can still give you the full refund requested. Here at Harrington’s we prioritise the trust and happiness of our clients above all. If you do not feel like this is the case we will try to fix it in however way you suggest. We treat every customer here like our family and try to give them the very best of the best.
On behalf of all of Harrington’s staff, I ask you to forgive us and give us another chance at redemption. We will try to fix up every bug in our online delivery system. We will also give strict instructions to all of our staff to only follow protocol, and to always make sure there is always someone who can understand the timetable in the group. All of Harrington’s staff are really sorry for the wrong order which was delivered to your door, and also for how slow the customer service replied to your complaint.
Sincerely, Aarav
Please see the attached PDF for the feedback.
2-10(10)-Aarav
Subject: you Deserve Better – Our Apology and Promise to Improve
Dear [ whoever you are]
Hi. My name is Erica, and I help people at Harrington’s. I read your message about your order, and I am really sorry about what happened. You didn’t get the right things you ordered, and then no one answered you quickly when you asked for help. That’s not good, and I understand why you’re upset.
You were excited to get your order, and then it was all wrong. That must have felt really bad. Then you waited for someone to reply, and no one did on time. That probably made it even worse. I want you to know that we are not happy that this happened either.
We are looking at what went wrong so we can fix it. We don’t want this to happen again to you or anyone else.
We will give you a full refund for everything. You don’t need to send anything back. You can keep the things you got, even if they are not the right ones. It’s a small way to say sorry.
Also, we added a 20% off voucher to your account for next time you shop with us. You can use it anytime in the next 6 months. We hope this helps a little and shows you that we still care.
You are a special customer to us. We are sad that we let you down. We really want you to stay with Harrington’s. We will do better.
Sometimes things go wrong, even when we try hard. But we learn from it, and we are learning from this. Thank you for telling us how you felt. It helps us get better.
If you have any more questions or want to talk more, you can message us and I’ll answer as soon as I can.
Thank you again. I hope we can make you smile next time.
From,
Erica Helson
Customer Relations Manager
Harrington’s Department Store
Please see the attached PDF for the feedback.
2-10(10)-Mahmud
I hope this email finds you well .
We are very sorry for the inconvenience caused, for you receiving incorrect online ordered items. There was a glitch in the online order system which mixed up all the orders and it seems like your order was incorrectly placed. We are happy to inform you that our IT has fixed the system issues and we assure you that this issue will not happen again.
We understood that you had contacted our customer service centre, to raise the issue, but due to an influx of calls received, on the system outage day we were unable to answer all the calls from our valued customers. Again, we sincerely apologise for the inconvenience caused.
In another note, you have requested for a full refund for the entire mishap. Unfortunately, according to our company’s policies and procedures, we are unable to provide you with a full refund. However, considering you are one of our valued customers, we are happy to offer you a $50 credit voucher which you can use in our shopping outlets.
We hope you appreciate the voucher, as it is the best we can offer for you. There will also be special discounts coming soon, so stay tuned for the upcoming great new deals.
Yours sincerely,
Customer Relations Manager.