A few weeks ago I ordered two cartons of wine from the Warehouse Wine Company; it was not the first time that I had placed an order with them, I had bought some wine before.
When the delivery arrived the carrier only brought one carton informing me that the second carton was found to be damaged in transit and leaking and, consequently, I notified the supplier that I only had received the one carton.
Regretfully, I had no reply and a few days later sent them yet another e-mail requesting an urgent response to my e-mail. Once again, they did not respond.
Two days after that, the second, missing carton arrived; they still had not contacted me, and I consequently sent them yet another e-mail informing them that the missing carton had now been delivered and that I was glad that this matter had now been sorted out but that I was at a total loss to understand as to why they had not communicated with me.
This time they did reply and sent me the following message:
"Please accept my apology that you have experienced a substandard level of customer services on this occasion. We find this unacceptable and in an attempt to allay your fears that this is a common occurrence, I have despatched a second, complimentary, case of wine to your address with our compliments."
Please enjoy your wine.