1、Topics coveredCauses of complaint letters Features of complaint lettersprocedure Causes of Drafting a Complaint LetterGoods not delivered properlyBilling mistakesFaulty products and improper packagingViolation of terms and conditionsProblems with insurance coverageLate deliveryFeatures of a Complain
2、t LetterConcise CredibleRealisticRealisticConstructivePolite and friendlyHow to Write the Complaint LetterAddress your letter to the right departmentWhen writing a letter of complaint,your best chance of success will come from directing the letter to the customer service department of the company.Th
3、e customer service department is accustomed to dealing with complaints and your letter is likely to be processed efficiently and effectively.How to Write the Complaint LetterGet to the point of your letter quicklyThe very first line of your letter should clearly address why you are writing the lette
4、r and what your exact complaint is.Give as many pertinent facts as possible,including the date,time and location where you made the purchase or received the service,along with any relevant serial or model numbers.How to Write the Complaint LetterDont use your letter as a means of threateningWhen you
5、 received a bad product or service,you may be very angry,but remember not to use your complaint letter as a means of threatening.If it is the first complaint letter,try to make it sound more like a request than a complaint.Ask the customer service department to look into the matter and resolve the p
6、roblem.How to Write the Complaint LetterFollow the writing guidelines Complaint letters are widely used by everyone to express disappoint or anger against a certain issue.Although it is a letter expressing a complaint,the writer is not expected to be unprofessional and expressing views rudely.The co
7、mplainant is allowed to be strict and curt in writing about his grievances and demands,but not rude.Hence,follow the letter writing guidelines and refer to the letter templates to draft effective letter of complaints.Sample Lettergoods delivered wronglyDear Mr Woo,I am writing to inform you that our
8、 order of September 29,2018,number 5920-887,was filled incorrectly.We ordered 100 OPPO S19 MP4 players and 200 H135 earphones(type c).The shipment arrived yesterday,but instead,we received 100 MP4 players and 100 earphones.The demand for the earphones is great,and this error put us in a difficult po
9、sition,having to resort to other suppliers to fill our customers needs.I would like you to make up the shortfall of earphones immediately and ensure that there are no more mistakes like this.I have enclosed a copy of our purchase order and the paid invoice for your reference.Please confirm receipt o
10、f this letter.Yours sincerelySample letter poor serviceDear Ms.RileyRe:Poor Service RenderedI am writing to bring to your attention a serious issue I had in your establishment last week.I ordered a vegetarian bean burrito,and halfway through my meal,I bit into what turned out to be a chicken bone.I
11、am a vegetarian,and the presence of bone in my burrito was jarring.I showed the bone to the staff,who offered to make me a new burrito with the same beans the bone presumably came from.I did not want to risk eating any meat or finding another bone,so I asked for a taco salad instead.I am a regular c
12、ustomer at your restaurant,and I have never had any problems with your food in the past.While I am relatively certain this was a fluke,I am still concerned about how the bone got into the beans.I would like to know how this might have happened.I am also concerned with the lack of understanding I rec
13、eived from the staff member who helped me.I dont know if she was working aloneor merely misunderstood my request,but she refused to let me speak to her supervisor while I was in the restaurant.I felt she acted very unprofessionally.I hope to hear back from you about this incident.I can be reached by
14、 phone at(555)867-5309 at any time or by email .Sincerely yours Sample letter late deliveryDear Mr FarnsworthRe:Delayed delivery of Order No.7203-95We ordered 6 extendable tables,24 chairs,8 computer work stations,and 8 swivel chairs on August 27,2018.When we discussed delivery dates,you assured us
15、that you would deliver the items within two weeks.However,we havent received the items until now.We urgently need these items to rebuild our refectory and office area and your lateness is causing a great deal of inconvenience.I should appreciate your looking into this matter and arranging for delive
16、ry of these goods within the next three days.I am afraid that if you are unable to deliver within this period,we shall be compelled to cancel our order and purchase from another supplier.Yours sincerelySample letter faulty productDear Mr.Davidson,A Mimo mobile handset with a warranty of one year tha
17、t I purchased from your store in Windsor Avenue on September 10 2018 has gone unserviceable within a week of its purchase.Since the service-staff from the store have certified that the piece is beyond economical repair and endorsed the same on the warranty card,I request you to replace the unservice
18、able set with a new one.I am enclosing all relevant details about my purchase including copies of the receipt,warranty card and the defective handset as well.I request your office to process my application and replace the faulty handset with a new piece at the earliest and oblige.Please forward the
19、courier to my postal address as stated in the warranty card.Yours Sincerely,Sample letter faulty productDear sirOur order No7583-47 of September 8 for upholstery materials has now been delivered.We have examined the shipment carefully and,to our great disappointment,find that they are not of the qua
20、lity we ordered.The materials do not match the samples you sent us.The quality of some of them is so poor that we feel that a mistake has been made in making up the order.The goods do not match the requirements of our company.We have,therefore,no choice but to ask you to take the materials back and
21、replace them with materials of the quality we ordered.We are very keen to resolve this matter amicably.If you can replace the materials,we are prepared to allow the agreed delivery time to run from the date you confirm that you can supply the correct materials.We look forward to your early reply.You
22、rs faithfullySample letter poor packagingDear Ms WilsonIt is with regret that I must inform you of some serious problems with your delivery of 180 pairs gents white sports shoes(Order No.2834-33)received on October 27,2018.When I opened the consignment today,more than 50 pairs of the sports shoes ap
23、peared to be moldy.Further inspection confirmed this,and my staff and I tried to clean them,they cannot be restored to a salable condition.I can only assume that the poor packaging caused them to mold like this.I have always been happy with the quality of your other goods,but I am afraid I will have
24、 to ask for a refund or replacement for this order.Please contact me at your earliest convenience at 3098460.Sincerely yoursSample LinesOpening paragraphI am writing to inform you that our order of August 2,number 35701,was received this morning.兹写信通知贵方，八月二日的订单（订单号35701）今早已收到。It is with regret that
25、I must inform you of some serious problems with your delivery of two boxes of leather sandals,number 2158-9,received on October 23,2018.很遗憾，我必须通知你方我们2018年10月23日收到的两箱2158-9号皮凉鞋在运输中出现严重问题。Im writing about a problem with the purchase order#8492.兹写信目的是告诉您8492号订单的问题。Sample LinesMain paragraph(Goods not d
26、elivered properly)Unfortunately,you have sent us the wrong items.We ordered Easidine tables#42789,but you have sent us#42787.很遗憾贵方发错货物了。我们订购的是#42789号 Easidine系列餐桌，然而贵方发来的是#42787号货物。We regret that you have not sent us all the goods we ordered.You have sent us Bluetooth headsets but you omitted to sen
27、d us the earphones we also ordered.很遗憾贵方没有交付我们订购的全部产品，我们订购的蓝牙耳机已经收到但我们订购的有线耳机却没有一起寄过来。You have sent us the goods we didnt order.We received two dozens of T-shirts on October 18.贵方运送来了我方并未订购的货物，本月18日，我方收到了两打我们并没有订购的体恤衫。Sample Lines(Late delivery)When we discussed the delivery dates,you assured us tha
28、t you could deliver by October 28,2018.However,the goods are now three weeks late.当初商议交货日期，贵方允诺2018年10月28日前交货，然而，现在已延误三周。We have still not received the goods（order NO.4-2885）we ordered on October 20,2018.我们至今仍未收到2018年10月20日订购的货物（订单号码4-2885）。You promised to deliver the extinguishers we ordered on Oct
29、ober 12,2018,but we have still not received the consignment.贵方许诺2018年10月12日发出我们订购的灭火器，但是至今我们也为收到这批货物。Sample Lines(Billing mistakes)There is a mistake in your invoice of September 28,2018.The unit price should be HK$367,but the unit price on the invoice is HK$376.您2018年9月28日的发票上有一个错误。单价应该是367港币，但发票上显
30、示单价是376港币。Your invoice stated that the consignment contained Vivo X21 cellphones,but in fact,we ordered and received Vivo X23 cellphones.您的发票上写明这批货包含Vivo X21手机，但事实上，我们订购并收到了Vivo X23手机。You asked us to pay for 20 Bluetooth headsets,but in fact,we just ordered and received 10 headsets.贵方要求我们支付20个蓝牙耳机的货
31、款，但事实上，我们只是订购和收到10个耳机。Sample Lines(Faulty products and improper packaging)I really must complaint about the items we have recently received from you.我真的必须投诉我们最近收到的货物。We are supplied the goods which are far below the standard expected.我们收到的货物质量远远低于预期的标准。The workmanship of your goods is dissatisfying
32、to us.贵方产品的做工真的不令人满意。Sample Lines(Impact)We already have many advanced orders which we shall now have to postpone because of your inefficiency.我们已经收到许多预定单，但由于贵方效率欠佳，现在不得不延期执行。Your slowness forced us to postpone many advanced orders.由于贵方的拖延，我们被迫推迟很多订单。Many of our advanced orders have to be postponed
33、due to your poor quality control.由于贵方质量监控不严，以至于我们不得不推迟很多订单。Sample LinesEnclosing paragraph(Solution）We should be obliged if you would replace the goods you delivered with the correct ones.贵方若能更换发错的货物，将不胜感激。We should be grateful if you would give us a complete refund for the defective goods which were delivered.对于这批瑕疵货物，贵方若能全数退还货款，将不胜感激。We trust you will arrange for a new invoice to be issued in the near future.我们相信贵方能很快做出安排，重新开具发票。
