Unpleasant Experience with Shades - Refund Request

Business Communication
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Dear Henrietta,
I am sorry that you have an unpleasant experience with us for two months. I completely
understand that you did not like our shades you bought from our store Branford’s Department
Store. You have a complaint that you are upset with our products. The color of the shades has
begun to fade, and as you are not satisfied with our shades, you want a refund from us. We take
great care that proper products are delivered to our customers and hold our stores to a high
standard. But it seems that we fell short in your case.
I checked the itemized bill of your purchased products and found the model of shades. I
analyze that you must have large windows in your bathroom as the size of the shades is 64" by
32". But the products come with a warning "The imported fabric in this shade makes unsuitable
for use in areas of high humidity (Stevens, Spaid, Breazeale & Jones, 2018). So these shades
were not suitable for your bathroom use. As you are our loyal customer for a long time, so we
have decided to refund you $74.32 for two shades. It will be processed in your bank account in
the next two days.
If you are still searching for the right shades, let us know. We will be happy to present
you some of our other alternatives and see if you like it not. In the meanwhile, thank you for
using our products. We hope to connect with you again very soon.
Sincerely,
Kathryn Smith
Customer Service Manager