Complaint by Letter

by : Group 2

What is it?
A letter written by a consumer to a
manufacturer or retailer regarding a
problem with a product or service. This
type of letter is written usually with the
expectation that corrective action will
be taken and is used when other
attempts (ie. phone contacts, e-mail,
etc) have failed to rectify the situation.

Why making a complaint?

Wrong goods received

Poor service
Unsatisfactory quality of goods
Late delivery
Non-delivery
Damaged goods
Prices not as agreed

What should you say in a letter of

complaint?
Opening
Detail
Suggestions
Action
Closing

: Refer to order / product / issue.

: State reason for complaint.
: Suggest possible causes of the
problem.
: State action(s) you require the
other company to take.

Opening
a. Im writing to complain about your latest
shipment.
b. I would like to complaint about your product
c. This Letter concerns the LCD TV which we
bought from you on Thursday, 12th June 2014,
invoice no. CA123

Detail
Since we first got the machine we have had
problems with the/there have been a number of
problems with . . .
Goods have been delivered later than our
agreement. Order Nos. 371, 563, 960, for
example, were delivered two weeks later than
scheduled (planned) . . .
The main problem appears to be . . .

Suggestions
We think the mistake could have been caused
by . . .
It is possible that the fault is in the
construction/casing/machinery etc.
It appears that the problem is due to (because
of) . . .

Action
Would you please look into this as soon as
possible.
It is very important that this fault/mistake/error
is corrected as soon as possible . . .
We would like this dealt with within the next
week.

Closing
We look forward to hearing from you within the
next few days.
Please contact us to let us know when your
service engineers will be coming.
We look forward to receiving the replacement
within the next two weeks.

Signing off:
Yours sincerely, (if your letter starts with
Dear Mr... or Dear Ms...) //
Yours faithfully, (if your letter starts with
Dear Sir/ Madam) Sign your name and
print it clearly.

Tips for Writing Complaint Letters

1. Before writing the letter, make sure that you
have the facts straight and that your complaint
is legitimate.
2. Type your letter if possible. If it is handwritten,
make sure it is neat and easy to read.

Continue
3.
4.
5.
6.

Be direct and to the point

Be polite
Send copies of documents, Not the originals
Keep a copy of the complaint letter for your
records.
7. Do not delay your complaint

STATIONERY SUPPLIER LTD

63 Rathbone Place
London W1A 1AA
Tel- 01-6789100
Telex-8910153
8 May 2014
Sales Manager
The International Paper Co.
Gamla Brogatan 59
10121 Stockholm
Sweden
Dear Mr. Olsen,
We are writing to complain about your last shipment of A4 and A5 paper, order no.
C5617, which we received yesterday.
Most of the packets were damaged, with the paper being crushed and stained as
though the parcels had been roughly handled.
We know this might have happened while the goods were being transported, and if
this is so, we advise you to contact your shippers. However, as we cannot sell the
paper, would you please send a replacement for whole order, as we ourselves have
customers for this stationery, and let us know whether you want us to return the
damaged consignment carriage forward, or keep it for inspection.
We look forward to receiving the replacement within the next few days.
Yours sincerely,
L. Marks
L. Marks
Buying Manager

48 Kings Road
Hongkong
4 April 2014
The Manager
D.D Electrics
Yik Yin Building
To Kwan Road
Kowloon
Dear Sir,
I am writing to complain about your Electrocolor Television, which I bought from
you on 2 March 2014 invoice no EM 67103.
Since I have had the set, I have had to call your service engineers four times to see
to both the sound and vision of the set as it is sometimes impossible to get either
clear sound or picture.
The television is guaranteed for one year, but I do not intend to keep calling
engineers who can only repair the set temporarily.
Would you please either replace the television with a new one, or give me a refund.
I have always found your products to be satisfactory, so I am sure a company with
your reputation will fulfil its guarantees to their consumers.
I hope to hear from you within the next few weeks.
Yours Faithfully,
Chi Wai Law

Fortune Goods
317 Orchard Road
Singapore
10 June 2014
Attn: Mr David Choi
Sales Manager
Everlong Batteries
171 Choi Hung Road
Hung Hom
Hong Kong
Dear Mr Choi
Re. Order No. 768197
I am writing to inform you about the goods that we ordered from your company have not been supplied correctly.
On 3 June 2014 we placed an order with your company for 12,000 ultra super long-life batteries. The consignment arrived
yesterday but contained only 1,200 batteries. This error put our company in a difficult position, as we had to make some
emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.
We think the mistake could have been caused by recording errors in sales department of your company.
I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.
Otherwise, we may have to look elsewhere for our supplies.
I look forward to hearing from you within the next few days.
Yours sincerely
J. Wong
J. Wong
Purchasing Officer

Thank
You