May 19, 2009
[Name of Recipient]
[City, State ZIP Code]
Dear [Name of Recipient]:
Pursuant to your phone conversation with [Name of Customer Service Rep] yesterday regarding your wish to return the item you purchased from us on [Date of Purchase], I am writing you to clarify why the representative said that we would not be able to accept the return because the deadline for a return had passed.
You are a valued customer, and I want to make sure you understand that this decision is not one that is up to the customer service representative to make. Rather, it is a company policy that we must follow and it states that customers have a period of [____days] in which they are free to return any merchandise for a full refund.
In our effort to gain a reputation as an open, fair and honest company, we must treat each customer in exactly the same way. If we were to make exceptions to our own rules, we believe our customers would soon begin to mistrust us in our dealings with them.
We have been honored to have you as a customer for a long time, and we hope that you will understand why we cannot accommodate your request to accept the item back this time, and that we will continue to serve you as honestly and fairly as we can in the future.