LETTER WRITING

Letter of complaint example

I am writing in reference to the delivery of MP3
player, order #J396, which was received today.
Unfortunately, you sent us the wrong quantity.
You sent us 20 K60 MP3 players, but we ordered
30. I have attached a copy of the order form for
your reference.
I would be grateful if you would send ten more
players as soon as possible.

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?
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.

A. Refer to order / product /

issue
with more details
Im writing to complain about your latest
shipment, which was delivered this
morning.
b. Im writing about a problem with the
installation of computer network software,
which was completed last week.
c. Im writing in reference to order #XJ4311,
which arrived on Friday.
d. Im writing to complain about the
redecoration of our corporate
headquarters, which was finished
yesterday.
a.

The language of
complaint
1. No apologizing tone
2. No emotional terms
3. No rude or personal comments
4. Dont use the words like fault or

blame.

The language of complaint

2. No emotional terms
We are very amazed that you made the same mistake

for three times.

This is the third time this mistake has occurred and
we are far from satisfied with the service you offer.
Your service makes us feel disgusted.
Unless you can fulfill our orders efficiently in the

future, we will have to consider changing to another

supplier.
We are very infuriated about the problem you caused us.

Please ensure that this sort of problem does not

arise again.

The language of complaint

3. No rude or personal comments

You must correct your mistake as soon as possible.
The mistake must be corrected as soon as possible.
You made an error on the statement.

There appears to be an error on the statement.

You dont understand the terms of discount. We

told you to deduct discount from net prices, not CIF

prices.
There seems to be some misunderstanding
regarding terms of discount. Discount is deducted
from net prices, not CIF prices.

The language of complaint

4. Dont use the words like fault or

blame.
It is not our fault. It is probably the fault of

your dispatch department.

The mistake could not have originated
here, and must be connected with the
dispatch of the goods.

Exercise - correcting the following sentence.

1.

Its not our fault.

a. Maybe its not our fault.
b. There appears to be some error ..

2.

Your product is rubbish.

a. It seems your product is no good.
b. Your product is not as good as I have

thought of.
c. Your product is not satisfactory.

Exercise - correcting the following sentence.

You made an error on your price list.

There appears an error on your price list.
1.

2.

Its incredible that you forgot to cover

instructions with the consignment.
a. You forgot to cover instructions with the

consignment.
b. There are no instructions with the
consignment.

B. Explaining the
situation
a. We regret to inform you that the shipment

arrived late. The promised delivery date was

January 22, but it arrived February 6. We
enclose a copy of the order.

b. Unfortunately, you sent us the wrong

model. We ordered TS400, but we received

TS300. I am attaching a photocopy of the
shipping order.

c.

I am sorry to say that the work was

unsatisfactory. The plastic casings was
scratched in several places. Please find
enclosed photographs of work.

C. A threatening
Unless we receive the order within the next

week, we will cancel the order.

If we do not receive the order within the next

week, we will cancel the order.

D. How to adjust the

error?
Ask for a refund
Ask for a replacement
Claim for a compensation
Ask for apology
Ask them to give guarantee
Ask for a reasonable explanation
Ask them to correct their mistake