You finally saw the couch you need: the colour is perfect (royal blue), the length is just right (it could seat you, your husband, and the kids), and the style is ideal for your furnishings (modern but classic). With the scratch-and-save card, you bought it at a 40 percent discount, bringing the price to a mere $600 plus delivery and taxes. The salesperson who served you said that for an extra $10 you can have "deluxe delivery": the new couch will be taken out of its box and put into place, and the cardboard and your old couch removed. You wouldn't have to arrange removal on your own. "Deluxe delivery" sounded great, and the price was right. You decided to pay for it. The day of delivery, your couch arrived wrapped in plastic. The deliverymen dropped it in the middle of your living room and started to leave, with their hands out for a tip. You reminded them about "deluxe delivery." They removed the plastic covering, took your old, sagging couch to the garage after you asked them twice, saying they didn't remove couches from the owner's property. They left grumbling. You could have done everything with the help of your spouse and saved the $10. That afternoon you called customer service at House of Couches seeking a refund of the $10 you paid for "deluxe delivery." The representative refused to honour your request, saying that the deliverers fulfilled the "deluxe delivery" conditions.

You feel that the salesperson lied to you and that the customer service representative was rude. You decide to write to the owner of House of Couches, Fritz Wegman, to seek satisfaction. His address is House of Couches, 2 Broad Street, Regina, SK, S1P 1Y2.