Dear Sir/Madam,

I am writing to express my strong dissatisfaction with your service.

One month ago, I ordered a puzzle of the map of Paris with 750 pieces. According to your website,
delivery would take two weeks, however it took a month. When I finally received the puzzle, a week
later to my wife’s birthday, it wasn’t as I ordered. It came incomplete (it only had 738 pieces), and
the map was absolutely distorted. That wasn’t Paris at all! Imagine when I gave the gift to my wife,
days after her birthday and incomplete!

Added to all this, the deliveryman was really rude to us. He treated us as mean people because we
refused to pay him anything for the delivery service… It was stated on your website that delivery was
included in the cost!

I was told to write a letter of complaint if I had any problem, so here it is. Also, I was informed that I
would have a full refund if I was not satisfied, so that is why I am writing. We expect a letter
explanation as well as a full refund of our money.

I look forward to hearing from you within the next days.

Your faithfully,

Ilker Özbay

Your task:

• Please respond to the customer inquiry by addressing all of the customer's topics.

Dear Ilker Özbay,

Thank you for your email. We are considering customer satisfaction as our top priority. Your
feedback helps us to improve our services.

First of all, I would like to apologize for the frustration you have been experiencing recently, we are
truly sorry for the inconvenience. From you feedback, I understand that your order arrived two weeks
later than what is stated in the product sale agreement. It has some items missing with a damaged
package. Also, the attitude of the delivery man was inconvenient.

I will transmit your feedback to the related departments and report you back as soon as possible.
Upon your request, we will process your refund and it should be transferred to your bank account in
the following days. In the meantime, we will be glad if you consider to order another puzzle with a
free shipping.

Please don’t hesitate to contact us if you need further assistance. Thank you for taking the time to
provide us with valuable feedback.

Sincerely,

Gani