EMAIL: Refuse Claim

From: Taylor Benning [tbenning@knitmore.ca]

To: Sandy Chapman [knittinggirl@yahoo.ca]
Cc:
Subject: Re: Sweater Too Small

Dear Ms. Chapman:

Use an indirect We received your email regarding problems with the size of the sweater you recently
approach. completed. We understand from your email that you knit the sweater yourself, using yarn
Indicate your and a pattern you purchased from us, and that it came out too small for the person you were
understanding of the
complaint.
knitting it for.

Explain why you are After reading your email, we double-checked the pattern you purchased, and it is correct in
refusing the request, all its illustrations and instructions. There is always a chance that a knitting project won't
without hiding behind come out as desired—it is a risk one takes when one chooses to knit—and so we can't
company policy.
compensate knitters for the time they spent knitting if they aren't happy with the results of
a project. Likewise, we cannot replace the yarn used on a project that didn't come out as
desired.

Offer helpful If you wish to try to knit the same sweater again, we suggest you create a checklist that you
suggestions and identify can go through at each step, to make sure everything you are doing matches what the
resources you provide pattern calls for. In particular, make sure the size of the knitting needles you are using
that may be of matches the pattern--using the wrong size needles is a common source of discrepancies
assistance.
between a pattern and the final product.

We have a number of free resources for knitters on our website at

www.knitmore.ca

On the site you can access tutorials, helpful hints, free patterns and a form to submit
questions to our "Ask the Expert" page.

End with a positive, We wish you best of luck with your knitting, and hope you'll let Knitmore help you with all
friendly close. your knitting needs.

Sincerely,
Taylor Benning
Customer Representative
Knitmore, Inc.