Your company, For Art's Sake, sells paintings online. It specializes in workplace art for offices, executive suites, conference rooms, and common areas. Your art consultants preselect painting, making sure that the finished product is framed and delivered in perfect shape. You are proud that for Art's Sake can offer fine works of original art at affordable prices.
Recently, you received an e-mail from Southeast Equity Bank claiming that a large oil painting that your company sent had arrived in damaged condition. The e-mail said, "This painting sags, and we can't possibly hang it in our executive offices." You were surprised because the customer had signed for delivery and not mentioned any damage. The e-mail demands 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 handlers may cause. Nevertheless, you decide to 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 Southeast Equity Bank the opportunity to take the painting to a local framing shop for restretching at your expense. The company could send the restretching bill to For Art's Sake at 18 East 79th Street, New York, NY 10075.
Your Task. Compose an e-mail adjustment message that regains the customer's confidence.