complaint letter(课堂用)

Format of complaint letter

1. Background

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I am writing to inform/notify you of my dissatisfaction with

…

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I am writing to you to ask for an explanation of the following issues

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I am writing to request you to take corrective actions concerning…

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I am

writing to complain about a serious defect found in…

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I am writing to request a full refund/claim of

2. Problem---Cause and Effect

(the date/time of the issue, location, name of person on duty, name of product, what the problem was, you

r account number, model number, price, warranty information and reference number )

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On

【

21 May 2008

】

we placed an order with your firm for

【

12,000 ultra super long-life batteries

】

.

The consignment arrived yesterday but contained only 1,200 batteries.

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After checking the goods against your invoice, we discovered a considerable shortage in number.

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Your invoice states that the consignment contained …, whereas, in fact, it contained …

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You have sent us goods which we did not order. /We should like to point out that we did not order ...

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You have supplied items which fall far below the standard expected./ The standard of workmanship of

your products is inadequate.

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We have received the 15 cases of Green Tea you sent us, but regret to say that on examination, five of

them

were

found

to

be

in

a

badly

damaged

condition.

This

was

apparently

attributable

to

faulty

packing.

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When we discussed delivery dates, you assured us that you could deliver by

…

However, the goods are

now

…

overdue/late.

Effect: e.g.

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This error put our firm in a difficult position, as we had to make some emergency purchases to fulfill

our commitments to

all our customers.

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This caused us considerable inconvenience.

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This large number of errors is unacceptable to our customers, and we are therefore unable to

…

3. Solution

(what you would like done to resolve the situation.)

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We should be obliged if you would replace the goods you delivered with the correct ones.

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We should be grateful if you would give me/us a complete refund for the defective goods which were

delivered.

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We should appreciate your looking into this matter and arranging for delivery within

…

days.

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I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do

not happen again.

4. Warning (Optional)

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Otherwise, we may have to look elsewhere for our supplies.

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Unless

you

take

prompt

action

to

correct,

/

I'm afraid that if these conditions are not met,

we may be forced to take legal action.

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If I do not hear from you within the next seven days, I will have no option but to go the city council to

have my complaint heard.

5. Closing

( Keep a copy of the letter and include photocopies of relevant documents and enclose them

with your letter. )

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I hope we can work something out to our mutual benefit

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I look forward to receiving your explanation of these matters/your payment.

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I look forward to hearing from you shortly.

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I trust that you will be able to correct these matters without delay and that no further action will be

necessary on my part.

Sample 1 Complaint about non-delivery

Dear Mr. Petri:

I am writing to tell you that we

haven’t

got the personal computers we ordered on June 3.

On June 3, we placed an order for ten sets of personal computers. When we discussed the matter on d

elivery, you

promised that it would be made before June 20. However, it is 10 days past the deadline, and

your goods still have not

reached us.

We need these PCs urgently to improve the efficiency of our work; therefore, your failure to deliver th

em has put us

into trouble.

We appreciate your seeing the matter seriously and arranging for the delivery within 5 days.

I’m

sorry

to say if you are still unable to deliver them by July 5th, we shall reluctantly cancel our order and ask for co

mpensation.

Sincerely yours, Li Ming

Sample 2 Complaint about damaged goods

Dear Sir:

With reference to our order No. W98, the 120 computer sets supplies to the above order were

delivered the day before yesterday, but we regret that 20 sets were badly damaged.

The packages containing the computer sets appeared to be in good condition and we accepted and

signed for them without question. We unpacked the computer sets with care and can only assume that

damage must be due to careless handling at some stage prior to packing.

We shall be glad if you will replace all 20 sets as soon as possible. Meanwhile, we have put the

damaged computer sets aside in case you need them to support a claim on your suppliers for

compensation.

Yours sincerely,

Li Ming