Compose an adjustment letter that regains the customer’s confidence.

Adjustment Letter: We Can Re Stretch but Not Replace

Your company, ArtWork Online, sells paintings through its website and catalogs. It specializes in workplace art intended for offices, executive suites, conference rooms, and common areas. To make shopping for office art easy, your art consultants preselect art, making sure that the finished product is framed and delivered in perfect shape. You are proud that ArtWork Online can offer fine works of original art at incredibly low prices.

Recently, you received a letter from Huntzinger Construction claiming that a large oil painting that your company sent had arrived in damaged condition. The letter said, “This painting sags, and we can’t possibly hang it in our executive offices.” You are surprised at this message because the customer had signed for delivery and not mentioned any damage at the time. The letter goes on to demand a replacement.

You find it difficult to believe that the painting is damaged because you are so careful about shipping. You give explicit instructions to shippers that large paintings must be shipped standing up, not lying down. You also make sure that every painting is wrapped in two layers of convoluted foam and one layer of Perf-Pack foam, which should be sufficient to withstand any bumps and scrapes that negligent shipping may cause. Nevertheless, you decide to immediately review your packing requirements with your shippers.

It’s against your company policy to give refunds or replace paintings that the receiver found acceptable when delivered. However, you could offer Huntzinger Construction the opportunity to take the painting to a local framing shop for re stretching at your expense.

Once the restretching is done, since your company ArtWork Online will pay for the work, include in the letter that the invoice should be sent to ArtWork Online at 438 West 84th Street, New York, NY 10024 for payment.

Your Task. Compose an adjustment letter that regains the customer’s confidence.

Address the letter to:

Mr. Charles M. Huntzinger

Huntzinger Construction

2162 North Arlington Avenue

Boston, MA 02127

Word count 350