From: customerservice @ luggagedepot.net To:mchow@zeemail.com Date: August 11 Subject: Invoice Number LD 230-A907P Dear Luggage Depot, I am contacting you again regarding compensation for the Calvin King Luggage Set I ordered from your fall catalog under the invoice number above for $ 375. The price was appealing to me since it normally sells for over $400. I was also happy that the items actually arrived at my home three days ahead of schedule. However, within a few days the zipper on the suitcase broke and I discovered that its color had faded. This was disappointing, since the product advertisements stated how durable the items were. Last week I called your customer service department to request a refund. The woman I talked to, Martha, said that she entered my complaint into her system and that someone would soon get in touch with me about it. However, since then I have heard nothing from your company. I hope you can resolve this matter as soon as possible if you wish to retain me as a customer. Regards, Melissa Chow Luggage Depot Inc Crestwell Plaza 254 Orion Avenue Phoenix, AZ 15609 August 12 Melissa Chow 5674 Fourth Avenue, Apt 455 Amber Glen, PA 97658 Dear Ms. Chow, Please accept our apologies for the delay in resolving issues related to your purchase. We pride ourselves on our excellent customer service record and were disappointed to learn about what happened. The representative you mentioned, Martha, did in fact enter your complaint into our computers. However, that system recently went through an upgrade, and your call transcription appears to have been among some data that was lost at that time. As to the Calvin King Set, we rarely receive complaints about that product, since it has been so highly rated by customers. It is one of the most popular in our catalogue. We can only assume that the damage you noted occurred while the goods were being shipped. I’m afraid that we do not provide refunds on goods, but we will compensate you by offering you gift certificates totaling $200 above the amount of the purchase order in question. We hope that this experience has not left a negative impression with you about our company, and invite you to shop with us again. Sincerely, Robert Weinstein Robert Weinstein, Senior Customer Service Manager Luggage Depot Inc. What is the total value of the gift certificates that will be sent