Dear Futureshop,
I am writing to you to complain about the poor customer service we have received recently from your company, specifically at your branch in Moncton, New Brunswick.
Having heard good things about your company and the standard of your service, we decided to purchase a new laptop from you. An advertisement we read stating that buying the particular laptop from the aforementioned store in Moncton would also get us a free 250gb USB drive.
In the store, we gave the clerk our requirements for software to be installed, opting for Norton Antivirus and specifically requesting that Microsoft Office not be installed. The clerk agreed that this would be done.
Due to our geographical location, the laptop was then bought by a relative who lives near to the store. As mentioned, our location is quite remote and he was therefore unable to deliver the laptop to us until two weeks later. Upon its receipt, it became obvious that the things we had asked for had not been done; Norton Antivirus had not been installed, Microsoft Office and some other pieces of software had been installed, both of which were explicitly not what we had requested.
In addition to this, we were not supplied with the 250gb USB drive that we had been promised as part of the sale. Although we were concerned, we knew of your excellent customer service and contacted the store by phone, believing that there had been a simple mistake. The salesperson that had sold us the computer, one Frederic Blanche, would ring us back later that day, we were told. We waited, and there was no phone call. The next day we rang again, and once more we were assured he would contact us later that day. We also queried the status of our order with the manager, but he informed us that the Moncton store would be unable to give us the USB drive because 14 days had passed since we bought the laptop.
This is a cause of grave distress to us, since we are owed a USB drive due to our buying the laptop in the offer. In addition to which, we were told that although the shop would install Norton Antivirus for us if we drove the 6 hours in, a charge would be made. This is unacceptable, because we have already paid for that software to be installed, just as part of the sale was for us to receive a 250gb USB drive. There has evidently been an error on the store's part when they were assembling our order for us, and we should not be penalized for that.
We expect high quality customer service from retailers, and we understood that your reputation in this area was extremely good. We are hugely disappointed with the service we have received so far, and we believe that it falls far short of even a minimum level since the products we ordered were not the products we received.
We would like the store to live up to its promise and deliver the 250gb USB drive to us, and additionally to correct their mistake with the software they installed and install Norton Antivirus for us (a service we have paid for and not yet received.)
Doing this would go a long way to restoring our faith in your company.
You can contact us by telephone on XXXXXXXXXXXX, or by responding to this email.
We eagerly await your response,
Yours faithfully,
XXXXXXXXXXXXXXX