Ms.

Hailey Moon
Books Galore
567 Technology Drive
Albuquerque, NM 87110

October 9, 2018

Ms. Ann Brand

1234 Bright View Way
Cullowhee, NC 28723

Dear Ms. Brand:

I was troubled to read about your experiences these past two months with the books you ordered
from Books Galore as mentioned in your letter from October 15, 2017.

This is a great concern for us here at Books Galore. We have investigated our shipping
department to determine why the wrong books are being packed up and sent out. It is very
distressing for us when one of our customers are unhappy. We have let everyone know what is
going on and that it is unacceptable. The experience of our customers is our highest priority.

We have found that there was just a miscommunication of title names. We place our titles
together based on key words and the titles you mentioned are sitting side by side. We will not be
reimbursing you the $15.90 for shipping; per our policy we do not pay shipping for return orders,
as we have free shipping for the books to come to you. We would like to keep you as a customer,
so we will deliver Herb Garden Designs to you within the week. Please also feel free to keep the
book Why Cats Paint. We will honor your request to cancel your contract but if you decide to
keep your contract with Books Galore please call me personally and I will reinstate it as well as
give you your first book for free.

If at any time you experience dissatisfaction again with our books, you are welcome to call me
personally and I will do what I can to resolve the issues, according to our policies. I can be
reached at 735-842-6523 extension 111. We sincerely apologize for the tiresome issues you
experienced these past two months. We hope to keep you as a customer so that you can once
again enjoy our company and the service it provides.

Sincerely,

Hailey Moon