To the Manager of Book Place,
I am writing to express my frustrations with a recent experience I had at your store a few days ago. I returned a book that my dear friend had brought me as a birthday present, as she knew that Paulo Coelho is my favourite author, but due to my ill health I was unable to open my gift until I returned home the previous week.
Sadly, when I opened it I realised that the book (gift) was the same as I had purchased from your store two months earlier. So I informed my friend and obtained the receipt and went into your store, situated on Town road, at 2:45 pm on Wednesday 5th of May. I asked if I could exchange the book for a different one and pay the difference, but the cashier said that company policy meant that as I had not returned it in the two weeks from purchased, I was unable to do this as I was out of the designated time allowed.
I am unable to tell you the cashiers name as she did not have her name badge on. I explained to your representative my situation as to why it was out of the two weeks, that I was in hospital and to this she responded in a quite loud and abrupt way that she had already said there was nothing she could do and then shouted next to the lady standing in line behind me.
I have been a loyal customer of Book Place since you opened and feel hurt by the attitude of your staff, and this was only over a £10.99 book return.
This left me feeling very hurt and disgruntled over the way I was treated, and deeply saddened.
I suggest that your company should look at your policy and a certain tolerance to it should be adapted, also into investigate the incident i.e. the CCTV footage (I think I was on checkout 4 but cannot state this for sure) and I suggest to give appropriate training for your staff in customer relations, as I now feel I need to source my books from another supplier. This is a shame as I try to use shops as I am a little old fashioned instead of the cheaper internet.
I hope to hear back from...