Business Communication

Description:
Write a negative letter in response to this scenario. Keep in mind that much of the language in this scenario is not appropriate for effective business communication, and that part of your job is to re-write it so that it reads more professionally:
You are the owner of Liquidated Flooring, a small home decor store that specializes in hardwood flooring sales and installation. Last Friday, February 17, a customer called to say he needed to cancel an order with your business because “circumstances had changed” on his end, and he would no longer need a hardwood floor installed at his home. You had delivered $3,500 of flooring materials to the customer’s home on Monday, February 13 in preparation for the installation. During the Friday phone call, you agreed to cancel the order and arrange for pickup of the uninstalled twenty boxes of wood flooring from the customer’s home.
On Monday the 20th, you sent a truck and a worker to the customer’s home to retrieve the flooring, but when you inspected the boxes back at the store, you immediately became suspicious since some of them felt damp to the touch. After opening a few of the boxes, you saw that all of the wood had severe water damage and was completely unusable. Your store’s return policy states that customers are entitled to a full refund (minus a $50 re-stocking fee) if they return merchandise in saleable condition, but that if the merchandise is damaged, they are entitled to nothing. The delivery documents signed by the customer clearly state that he agreed to these terms when he received delivery of the flooring on February 13.
You called the customer to find out what happened, and he told you that some of the boxes “might have gotten a little damp” at his home during the week. You told him that the wood was no longer usable, and he replied that he was very sorry, and that he might instead consider purchasing a different type of flooring from your company. However, he would like a refund first. Before the conversation ended, he also suggested that you check out his profile on Yelp. When you did, you saw that he had posted many negative things about other local companies and given out a series of one-star reviews to them.
You don’t want to give in to threats, and you cannot give the customer a refund, either. And it also seems likely that the customer is not really interested in doing any further business with you either, based on what you’ve seen him post online. However, you are willing to write a letter to the customer’s insurance company to certify that the product was damaged beyond usability. This will allow him to receive some compensation for the loss.
Your task: write a business letter to Jemaine McKenzie, refusing his request for a $3,500 refund. His address is 1234 S. Conchord Ave., LaCrosse WI, 45607. You have chosen to write the document as a letter so that it cannot be easily copied/pasted into a Yelp comment. Use the indirect method to try to keep the reader from becoming unnecessarily upset.
Your assignment must:
? Be no more than one page long, and single-spaced.
? Focus only on the important information, leaving out distracting details.
? Be written in full block letter format (left-justified throughout), printed on letterhead. Use 12- point Times New Roman font only. Letters not printed on a letterhead will not be accepted. (See the sample paper in Blackboard for an example).
The letterhead that you must use for this assignment can be found as a Word file in the Blackboard’s Assignments folder. Type or paste your letter directly onto this file. Assignments that are poorly printed (for example, with old ink jet cartridges) will lose either 5 or 10 points, depending on the severity of the print degradation. To avoid problems, give yourself plenty of time to draft, revise, proofread, and print your assignment.

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