Dear Branch Manager,

We are writing to express our disappointment regarding the refusal to accept the return of several fire door frames.

For many years, Andreas Investments Ltd has used Howdens as one of our preferred suppliers. Throughout that time, we have always received excellent service. Returns, replacements and refunds have been dealt with fairly and professionally, which is one of the main reasons we continued to place substantial orders with Howdens.

Unfortunately, our recent experience has been completely different.

The door frames were returned in their original packaging and in excellent condition. The only reason given for refusing the return was that the outer packaging had a slight tear. The original packaging was still present, and the products themselves were unused, undamaged and in a condition suitable for resale.

Furthermore, even if the original packaging had not been present, the products themselves remained in excellent condition. During normal transportation and handling, minor damage to external packaging can occasionally occur. This does not affect the quality, functionality or value of the goods. In our opinion, relying on a small tear in the outer packaging as the sole reason to reject the return is simply using a technicality to refuse an otherwise perfectly acceptable return. If someone is determined not to accept a return, it is always possible to find a reason, regardless of the condition of the goods.

We have attached photographs showing the condition of the door frames. They clearly demonstrate that the products are in excellent condition.

This approach is completely inconsistent with the service we have previously received from Howdens and with the service we receive from other suppliers, who routinely accept returns where the goods themselves are in perfect condition.

We understand that businesses are free to apply their own return policies. Equally, we are free to choose which suppliers we use. We only continue to trade with suppliers who value long-term customer relationships and treat us fairly. Where that standard is not met, we simply move our business elsewhere.

As a result of this experience, Andreas Investments Ltd has decided to place all future purchases from Howdens on hold for the foreseeable future. This includes kitchens, fire doors, joinery products, building materials and other items. We have already identified alternative suppliers who provide comparable products together with a level of customer service that better reflects the long-term relationships we expect.

We are particularly disappointed because this is the first time we have experienced this type of treatment from Howdens after many years of trading. It gives the impression that there has been a change in the way customer service decisions are being handled, and unfortunately it has damaged our confidence in continuing our relationship.

We also believe it is important for other businesses to understand our experience, and we intend to share it honestly with other tradespeople and companies so they can make their own informed decisions when selecting suppliers.

We hope you will reconsider your decision and review this matter in light of the attached photographs. We would very much prefer to continue our long-standing business relationship with Howdens, but this will depend upon a fair and reasonable resolution of this issue.

We look forward to your response.

Yours faithfully,

Andreas Investments Ltd