The Sofa Delivery Problem

From: Brittany
To: Steve
Subject: Terrible delay with my new sofa!
Dear Steve, I'm writing because I am extremely angry about my recent order. First, you promised the new sofa on Monday, but it didn't arrive. Then, your logistics department told me there was a mistake in the production schedule. This is completely unacceptable for my living room.

From: Steve
To: Brittany
Subject: Re: Terrible delay with my new sofa!
Dear Brittany, we are so sorry for the delay and the mistake with your order. Although our factory had a small problem last week, we worked hard to ship your sofa yesterday. Because you waited so long, we want to offer you a free cleaning kit and a small refund.

From: Brittany
To: Steve
Subject: Re: Re: Terrible delay with my new sofa!
Dear Steve, thank you for your quick reply and the generous gift. While I was upset at first, the sofa arrived this morning and it looks wonderful in my office. Your team was very polite and patient when they delivered it.

From: Tom
To: Brittany
Subject: Re: Re: Re: Terrible delay with my new sofa!
Dear Brittany, I'm glad you love the sofa! Let me know if you need anything else.

From: Brittany
To: Tom
Subject: New order request!
Hi Tom, I actually want to buy another sofa for my summer job office in Manchester. Can you check the range and send me the catalog today?

Read again and choose the right answer

Why was Brittany angry at first?

• The sofa was the wrong size.
• There was a terrible delay with her delivery.
• She received a broken lamp.

What did Steve offer Brittany in his reply?

• A free cleaning kit and a small refund
• A completely free second sofa
• A ticket to Manchester

How did Brittany feel when the sofa finally arrived?

• She was still very angry.
• She thought it looked wonderful.
• She wanted to return it immediately.

What does Brittany want to do at the end of the story?

• Complain to the manager
• Order another sofa
• Cancel her account

Sources: photo by https://kaboompics.com/ on Pexels