Talia Warsaw 143 Bowery Street Frostburg, MD 21532 June 15, 2007 Customer Service Manager Francesca’s Florist 15 Main Street Frostburg, MD 21532 Dear Customer Services Manager: I have always enjoyed using your florist services and I understand that services cannot always be perfect, but there was a mix-up on my most recent purchase. On June 18, 2007 I ordered the Tropical Paradise™ - Arrangement over the phone using my VISA credit card from Francesca’s Florist for my friend’s birthday. When I spoke to Judy, the florist, I made it clear that I would like the flowers to be delivered promptly at 4 PM to my friend’s house, because she would get off work at 3 PM. The florist assured me that she would accommodate this delivery schedule and utilize their “We Deliver Only the Fresh at Francesca’s” service they provide. When my friend approached her house that afternoon, she came upon a bouquet of ruined flowers. The Tropical Paradise™ - Arrangement had arrived too early and was left out in the sun; they were a mess. Even after the florist guaranteed the flowers would be fresh and sent on-time. To resolve the problem, I would like a full refund of my purchase put back on my VISA credit card immediately. I have enclosed a copy of my conformation number validating the sale and special request. I look forward to your reply and a resolution to my problem, and I will wait one month before seeking help from the Better Business Bureau. If you require any additional information please contact me at (301)-555-**** or email me at twarsaw0@***.edu. Thank you for your prompt assistance with this matter. Sincerely,