Direct Claim: Headaches From “No Surprise” Offer
As vice president of Breakaway Travel Service, you are angry with Virtuoso Enterprises. Virtuoso is a catalog company that provides imprinted promotional products for companies. Your travel service was looking for something special to offer in promoting its cruise ship travel packages. Virtuoso offered free samples of its promotional merchandise, under its “No Surprise” policy.
You figured, what could you lose? So on February 5 you placed a telephone order for a number of samples. These included an insulated lunch sack, an AMFM travel radio, a square-ended barrel bag with fanny pack, as well as a deluxe canvas attaché case and two colors of garment-dyed sweatshirts. All items were supposed to be free. You did think it odd that you were asked for your company’s MasterCard credit number, but Virtuoso promised to bill you only if you kept the samples.
When the items arrived, you were not pleased, and you returned them all on February 11 (you have a postal receipt showing the return). But your March credit statement showed a charge of $229.13 for the sample items. You called Virtuoso in March and spoke to Rachel, who assured you that a credit would be made on your next statement. However, your April statement showed no credit. You called again and received a similar promise. It’s now May and no credit has been made. You decide to write and demand action.
Your Task: Write a claim letter that documents the problem and states the action that you want taken. Add any information you feel is necessary. Address your letter to Ms. Paula Loveday, Customer Services, Virtuoso Enterprises, 420 Ninth Street South, LaCrosse, WI 54602.