Good morning,
I hope you are well.
I tried to give you a call earlier today to discuss your recent order, but I wasn’t able to reach you, so I’ve left a voicemail. I wanted to follow up in writing to ensure you have all the details regarding the issue and the steps we’ve taken to resolve the issue.
As you’re aware, there was a listing error on our website for the Expression A4 Paper 90gsm (Pack of 2500) – NAVA490. The item was incorrectly described as containing five reams, when in fact it is sold as a single ream per unit. We completely understand how misleading this must have been and sincerely apologise for the confusion and inconvenience it caused.
Following your contact, a refund was initially requested. However, due to an internal error, a replacement was dispatched instead. These additional reams were sent to you free of charge, and you have not been invoiced for them. We acknowledge that this mistake may have added further frustration, and we truly regret the oversight.
To properly resolve this matter, a full refund has now been processed for your original purchase. Please allow 3–5 working days for the funds to be returned to your original payment method. Please also keep the items you have received, we will not be collecting these.
We are currently reviewing the product listing to ensure it reflects accurate information and prevent similar issues in the future.
Once again, I’m very sorry for the trouble this has caused If you have any further questions or if there’s anything else I can assist you with, please don’t hesitate to contact me directly.
Kind regards,
Morgan@Zoro
