Chapter 7

Case 42

Subject: Partial refund on your bill.

Mr. Candace

We adjusted your bill and decided to give partial refund as soon as possible.

Your satisfaction with our service is important for us. We have thoroughly checked that night
schedule. The sad thing is that there were some problems in our regular schedule due to the
emergency arrangements for some of the guests of the honorable mayor that night.

We sincerely apologize for that day. We hope that such incidents will not happen again in the
future and our business relationship will stay well.

Bob Sawyer’s

Office assistant

Sawyer Steakhouse
Chapter 7

Case 43

May 7, 2021

Ms. Julie Todd

221B, Baker Street

London, England

Dear Ms. Todd

We regret to let you know that the Eileen Fisher knit jacket you brought in last week could not
be restored. As you have trusted us with your goods for a long time, you know that out cleaners
rarely make such mistakes. We sincerely apologize for this mistake.

According to our company policy, our adjustment chart suggests that we credit your account for
half the price of the jacket. We can adjust your bill. We will refund the cleaning charge and add
$125 for the jacket.

In such circumstances, we keep the shrunken jacket back to avoid encouraging customers to
make such claims again. However, if you want the jacket back we cannot adjust the bill. Let us
know whether you want the jacket back or the credit in your account.

We are sorry for our mistakes and we promise to provide you with the best possible service in
the future.

Feel free to reach out to us.

Sincerely,

Alfred Tarantino

Manager