Write an appropriate business letter in response to the following scenario.Your name should be included in the typed signature line.Use an appropriate organizational plan based on the main purpose of the message and how you believe the reader will react to the main purpose. Apply letter writing principles. Use a consistent letter format and punctuation style. You may provide additional details to help your reader better understand your message. The letter is worth 35 points and will be evaluated using the rubric.

Indirect Letter Scenario

You are the sales manager for Burrow's Choice, a furniture manufacturer, and have just received a strongly worded claim letter from Jose Ramirez who owns a large hotel in a nearby city. Ramirez has been refurbishing his hotel and had placed a special order with you for 120 headboards to fit specifications he sent.

He ordered headboards an inch and a half narrower than for conventional king-size beds. He also specified a finish different from that normally used in this grade of headboard. Finally, he wanted his hotel's logo imprinted on each headboard. You completed this order and shipped it to him about a week ago.

He ordered the mattresses directly from a manufacturer that has since gone out of business. However, they did deliver his mattresses before going bankrupt, just a week before your headboards arrived. The problem is that all these mattresses were manufactured in the conventional dimensions, rather than the narrower ones for which the headboards were designed. Ramirez is asking you to take back the current shipment and either change the dimensions to fit the conventional mattresses or send a different set (which, of course, have the finish he specified and his hotel's logo on them).

Obviously, you cannot comply with his request. Write an appropriate strategic claim refusal. The facts are on your side - he ordered the headboards in the size and finish that he received. However, the challenge is to tell him so without lecturing or using negatives. If you do choose to alter the headboards in the original order, feel free to do so - but be sure to charge him. Most importantly, you want to keep Ramirez as a customer. Ramirez' corporate address is: GreatStays, 600 Longview Boulevard, Boston, MA 02101.