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 Mr. İlker Özbay,

I hope this email finds you well. I’d like to begin by expressing our sincere apologies for
these issues at hand. We deeply regret the inconvenience you and your wife faced due to
the issues with being late and the circumstance of the puzzle of the map of Paris.

I have thoroughly reviewed your complaint and I fully understand your frustration. Certainly,
we couldn’t reach the expectations in several aspects of your order, and for that, we are truly
sorry.

Here are the actions we will take in order to do you justice:

- We will immediately arrange a replacement puzzle of the Paris map with the correct
number of pieces with the utmost quality of production.

- We will also investigate the delivery problem step by step starting from our doors to
yours, so in the future all deliveries including your next one will be handled
professionally. Moreover, we will make sure that the deliveries for this issue will be
taken care of from our side and will be free of charge for you.

- In line with our refund policies, we can also offer you the option of a refund or store
credit if you wouldn’t like a replacement for the Paris map puzzle.

I would also like to extend our apologies regarding the rude behavior you experienced from
the delivery personnel. I’d like to indicate that we don’t work directly with the delivery staff
but we will surely take action regarding this issue for this kind of treatment never happens
again.

Once again, we are truly sorry for the inconvenience you and your wife faced. We genuinely
appreciate your patience and understanding as we work to make this right for you. We will
be in touch to provide you with the necessary information regarding this issue.

Until then, if you would have any questions for us or any time you’d like to reach out, we are
here for you. Please don’t hesitate to contact us again soon.

Thank you again for bringing this matter to our attention Mr. İlker Özbay. Your feedback is
essential to our growth. We will make every effort in our hands to resolve this issue and for
you to have a much better experience with us in the future.

Warm regards,
Bartucan Şahin