Sample complaint letters with must-know tips, easy steps, sample phrases and sentences. Complain about an employee who has given poor or offensive service from a customer · Demand satisfaction on a mail order transaction gone bad.
Dear Mr. Hamilton I have been a loyal customer of your stores for the past 5 years, I have time and again received great service at your mart which is one of the main reasons I shop at your store. But to my surprise, on the date of 23rd August, 2010, I was at the receiving end of some very poor service at your mart. On the said date, I made the purchase of my weekly groceries, and headed towards the cash counter to pay for them. The person sitting at the counter, who was wearing the name tag of Jen, was talking on her cell phone. When I asked her to make the bill, she said she would do it in 5 minutes, and resumed her conversation on the phone. After a good 10 minutes, she started with her work and did it very slowly. The bill, apparently totalled up to more than I expected, so I asked her to recheck it. Instead, she talked to me very rudely, and told me that if I did not like the prices, I could take my business elsewhere. I was appalled at such behaviour, and have a good mind to take my business elsewhere as suggested. I hope you would look into the matter, and make sure such an incident is not repeated. Your company has been known to provide good services, and such events tarnish the company name, so please address this issue soon. Thank you for your co-operation. Sincere Regards, Timothy Stark
In the following letter some of the words are in bold. Read below the letter to find out why the highlighted words are incorrectly written, which will help you to avoid common mistakes. Dear Sir, I am really very disappointed by your shop. I recently bought a sofa and it just was not right. It was terribly made and a complete waste of money. When I went back to complain, a shop assistant was very rude to me and she said she couldn't deal with the complaint there and then. She said I should write to the manager. I think that I am entitled to my money back, so what I want is a full refund or if you cannot manage that, a credit note for the full ammount. I also want an apology, plus an explanation of why I was treated so badly.
Thank you for your attention. Sorry to bring this matter up. Yours sincerely, A Citizen
The Manager: always write to people by name. Always ask for peoples' names and proper positions, and find out who they report to. Disappointed: avoid general condemnation - much as it might be deserved. Shop assistant: be more specific if you're going to complain about a member of staff. Find out their name or give a very full description. Rude: in general it's best not to make personal complaints unless somebody really did behave extremely badly, for example, by making sexist or racist remarks. Think: never 'think'. Find out what your rights are - and then state them, if necessary by referring to the appropriate laws. There are really only two consumer laws that are worth occasionally quoting: the Sale of Goods Act and the Supply of Goods & Services Act (1982). The Sale of Goods Act states that every product sold by a shop must be of 'satisfactory quality', 'as described' and 'fit for its purpose', if not, and prompt action is taken, people are entitled to a full refund. Otherwise, consumers are first and foremost entitled to repair or replacement goods. If for some reason these remedies are inappropriate then consumers are entitled to a suitable price reduction or a refund (which takes account of wear and tear). The Supply of Goods & Services Act 1982 (common law in Scotland) states that a service must be done to a reasonable standard, and must be done at a reasonable cost and within a reasonable time if price and timing haven't been made explicit. Manage: a supplier must be given the chance to make good the problem. If they can't do this, another supplier can be called in and the cost deducted from the original bill. Either of these laws could be quoted in a letter but it may be best just to leave things general by using the phrase 'under consumer law, I am entitled to..'. Decide what you want, for example, a refund, repair or replacement goods. If you want a full refund for the faulty goods you must act quickly. Ammount: do check spelling (amount not 'ammount'). Wrongly spelled words always make a complaint less forceful. Want: much as it might be tempting to do so, never ask for an apology or an explanation. For some reason, businesses find it difficult to provide this, probably because the person dealing with your complaint is unlikely to be the person who caused you trouble in the first place. Sorry: never apologise yourself. Complaining to a business (when it's justified) is doing that business a favour. It's called market research. Finally, albeit a small point, if you address a lette34r to say 'Dear Sir, you should always conclude it with 'Yours faithfully'. 'Yours sincerely' should only be used when you address a letter to a named person.
Here is an example of a correctly written letter. You may wish to use it as a template for your own complaint. You can find explanations for the words in bold below. Dear Ms In charge, I recently bought ...(give a precise description of what you bought, including colour, model and price) in your shop in Smalltown. When I tried to use this item, I discovered that... (say what went wrong and what the product did not do). I went back to your shop and the shop assistant, Steve Helpful, said that complaints were dealt with by your department. I have... (say what evidence you have got) I would like you to... (tell them exactly what you want) I believe I am entitled to this under consumer law. I look forward to your reply within 14 days and hope this matter can be sorted out quickly. Yours sincerely, Jane Citizen
Dear Ms In charge: if the person you're writing to is female try and find out if they're Mrs, Miss or Ms. If you don't know, it's probably best to use 'Ms'. I have: a receipt is useful, although not essential if you can otherwise prove you bought an item in a shop (for example, by a credit card bill). You'll also need a copy of any description made about a product if you're claiming it's not like its advert. But never send them the original evidence. Keep it safe and keep a copy. I would like you to: if you act quickly you're entitled to reject faulty goods and get a full refund. Otherwise you're entitled to have problem goods repaired or replaced. If for some reason these remedies are inappropriate, then you're entitled to a price reduction or refund (which takes into account wear and tear of the goods). I believe I am entitled: unless you're really sure about particular laws, it's best just to hint that you know what your legal rights are and will use them if they don't make a reasonable response. Reply within 14 days: give them a deadline - 14 days is usually about right. Make a note in your diary, so that you can follow up the matter if you don't hear within the time stated. Jane Citizen: unless you really are concerned about your personal safety, try and give your full name and telephone number. The sooner you start communicating using first names, the sooner your complaint will be sorted out. It makes everything much more pleasant.
Sample Complaint Letter for Bad Service. Dear Mr. Hamilton I have been a loyal customer of your stores for the past 5 years, I have time and again received.
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Avoid foul language. It will erode your credibility.
Don’t ask to be compensated for lost time. You may have wasted several hours on a defective product or waiting for a service, but demanding to be reimbursed for it will be seen as being unreasonable, Mr. Goodman said.
Mr. Goodman recommended getting the name of anyone who responds (even it’s just a first name) and note any case number assigned to your complaint. If you don’t get one, ask for it. You want some way to reference your issue in the future, without explaining your issue all over again. You also want to make sure you have records of who promised what and when, so no one can pretend those conversations never happened.
An email or web-based form you complete will get routed to a low-level customer care center or outside contractor, Mr. Goodman said.
To improve the chances of a response, mail or email your complaint to the company’s president or other executives. You can search online for company contacts and addresses and on the professional networking site LinkedIn, he said.
Consumerist calls this approach the Executive Email Carpet Bomb, a well-written message to the right group of corporate executives. Keep it short, polite and use it as a last resort. Even if the executive themselves doesn’t address it, they’ll likely forward it to an assistant or customer service manager who will.
It may be tempting to blast a company on its Facebook page or on Twitter, but doing so will not necessarily fix your problem.
“Social media is really about shaming the company into taking action,” Ms. Yarrow wrote. “If you think the company is honorable and will help if they know the trouble they’ve caused, don’t use social media.”
If direct contact fails, post on rating sites like Yelp or Angie’s List, where other consumers will look for feedback on the company that’s wronged you, Ms. Yarrow wrote. Consider the company’s Twitter or Facebook as a last resort. Check their accounts first to make sure they actually conduct customer service there. Many companies have special accounts for support, while others just direct customers to call or email instead.
Example complaint letter: 56 Disgruntled Street Somewhere Unhappy 1AM MAD. Customer Service Manager That Awful Company Somewhere Awful UR BAD.
[Insert your name]
[Insert your address]
[Insert your postcode]
[Insert your telephone number]
[Insert name of retailer/company]
[Insert address of retailer/company]
Ref: [Insert the type of service you experienced an issue with]
I am writing with regards to the [Insert the service you experienced an issue with] you [Delete as appropriate:] began work on / carried out on the [Insert the date the retailer/company undertook the service in question] at the price of [Insert the price you paid or agreed], for completion on the [Insert the agreed date of completion].
Much to my disappointment I found that the [Insert the service you experienced an issue with] was not completed as agreed as [include full details of the problems you have experienced with the service, explain why this is different to what you were expecting and list any problems still outstanding. Continue on a separate sheet if necessary].
I am aware that the law states that work of this nature should be carried out [Delete as appropriate:] in reasonable time / for a reasonable charge / with reasonable care and skill. However, I do not believe this to be the case with the service I received.
As such I would ask you to [Explain in detail what you would like to happen now. For example, do you want the work to be completed by a certain date, do you require a refund or a repair of affected property or possessions at no extra cost?].
For your reference I have attached a copy of the original documents relating to the [Insert the service you experienced an issue with].
[Attach a copy of any supporting documents but make sure you keep the original copy of any documents you send.]
I look forward to receiving a response from you within the next 14 days.
[Insert your signature]
[Insert your full name]
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