Complain About Poor Service or a Faulty Product • Letter Templates and Guide
How to write this letter:
| 1 | Tell why it is important that the reader take care of the complaint. Give a full description of your complaint, including relevant dates, verbal exchanges, complete names, actions, amounts, invoice numbers, or previous correspondence. |
| 2 | State what you expect as a reasonable response. Be firm about any agreed-upon prices, deadlines, guarantees, or services (include copies of such agreements). Assume that your reader will be fair and will take appropriate action, until he or she proves otherwise. |
| 3 | Close with an expression of confidence or anticipation. |
Tips
Omit irrelevant details and use firm but respectful language. Communicate facts more than emotions. If this letter does not bring action, assume a stronger but still credible tone in the next one. Send only photocopies of receipts and other documents, and retain all original records.
Example Letter #1
Last September we purchased one of your five-gallon water distillers from your Springfield distributor, John Doe. We find now that the holding chamber has a leak where the stainless steel sections come together, and it loses water almost as fast as it distills it.
Since John Doe has moved to another state, I turn to you to honor the lifetime guarantee on this unit. I am returning this part of the distiller for a replacement. Enclosed is a copy of the warranty and my registration number. I understand that I incur no costs with this exchange. I appreciate your service.
Example Letter #2
I have not yet received the refund of $226.98 you promised to send me two weeks ago for the faulty lawn mower. I trust this delay is just an oversight, but I need the refund immediately so I can purchase another machine.
To refresh your memory of the details of my case, I have enclosed copies of my sales receipt and the warranty card. I look forward to receiving the check soon. I need the money by next Monday.
Example Letter #3
The CV joint you recently installed has gone bad in less than two weeks. Since I travel extensively for my work, I need that joint repaired as soon as possible. Your service manager insisted that next Friday is the earliest he can schedule the work. Given that I waited three weeks last time only to have a bad part installed, I think that scheduling the repair work within the next two days is reasonable. I trust that you will agree. I'll call this afternoon to verify the time. Thank you.
Write Your Letter Step-by-Step
1
Tell why it is important that the reader take care of the complaint. Give a full description of your complaint, including relevant dates, verbal exchanges, complete names, actions, amounts, invoice numbers, or previous correspondence.
Example Sentences
Since the warranty is good for only one week following the purchase, I am also enclosing a copy of the receipt dated May 25, just three days ago. Even though you assured me that you would send a refund by June 1, I have not received it. I have now purchased another model and need the money immediately to cover the payment. I feel that I am entitled to a full refund plus the interest that has accrued on my credit card. We have always enjoyed our association with your firm, so we were shocked at the callous treatment we received from your sales representative last Thursday. During our negotiations she used extremely offensive language. Her behavior places our working relationship with your firm at risk. I know that you strive for customer satisfaction, so I think you should know about the rude behavior your new employee exhibited last Saturday. When we asked whether we could exchange some merchandise, he said he didn't know, and walked away. My wife thought there had been a misunderstanding, so she approached him again with the same question. He repeated the same words with a smirk and walked away again. It was not the kind of service we have come to expect from your company. After several attempts to resolve this problem by phone, I am writing to get my account straightened out. I am enclosing copies of cancelled checks that verify every payment I made in September. We are having continual problems with the dishwasher we bought from you on November 15. Currently, the dry cycle does not work. It is difficult for us to fulfill our obligations when the equipment we count on does not function. In your last letter you stated that you would notify us by September 15 whether we could move into the apartment on October 1. It is now September 24, and we need to know immediately. I am writing to inform you that the cabinet I purchased on May 5, was delivered with a deep scratch on the door. I notice from my last credit card statement that you have billed me twice for the same purchase of June 30.
Example Phrases
2
State what you expect as a reasonable response. Be firm about any agreed-upon prices, deadlines, guarantees, or services (include copies of such agreements). Assume that your reader will be fair and will take appropriate action, until he or she proves otherwise.
Example Sentences
Example Phrases
3
Close with an expression of confidence or anticipation.