You are the manager (logistics, HR, Sales, etc.) manager for Stanton Corporation, a toy company, that does most of its sales through catalogue and online ordering. As well, the company also sells products to select local retailers across the country.
Henrietta Bagler, one of your customers, ordered a train set for her grandson’s fifth birthday. The large set came in a unique tin container, which was damaged during shipping. Henrietta sent your company a letter to complain about the damage and to request that a replacement be shipped to her overnight. She stated that her grandson’s birthday is in three days, and she wants another train set before the party.
The problem is that the tin containers are made by another manufacturer, and you are currently out of stock. Therefore, you cannot replace her order before the party. Henrietta is likely going to be very upset.
How to write a letter to Henrietta explaining the reasons for declining the replacement while retaining her goodwill. You do not want to lose a good customer.
