COMPLAINTS

Having a problem with a product or service can

be frustrating. Then, you may need to write a
complaint email to discuss your concerns and
resolve the problem with a representative of the
UNIT 3
supplier. This situation makes a complaint email

COMPLAINT become important and the writer needs to

EMAILS spend much time in approaching. Why? Because
the email puts your complaint on record with
the company, helps preserve any legal rights you
may have in the situation, and lets the company
know you’re serious about pursuing the
complaint.
PREVIEW
From: M . Jackson, Customer Relations Manager,
Hartford Importers
To: G. Watkins, Purchasing Director, Liam Retailing
Subject: Your shipment
Sent: November 5, 4:26 P.M.
Dear Mr. Watkins,
I heard from our customer service team that
there are some problems with the shipment of
electric goods we sent you last week. I’m sorry
for any inconvenience this has caused. Please let
me know more details about the nature of the
problems.
Warm regards,
M. Jackson
Dear Ms. Jackson,
Thanks for your email. After inspecting the
entire shipment, I’ve come across a couple of
problems.
Most importantly, several of the Givex A-31
stereo systems appear to have been damaged
in transit. I’ll send these items back to you to
be exchanged.
Also, I noticed that the i-Nav GPS systems we
ordered were missing from the shipment. The
i-Nav is a popular item in our stores, so please
send these to us as soon as possible.
Cheers,
G.Watkins
❖ Address the sender and recipient TEMPLATES - COMPLAINT EMAILS
❖ Subject line.
❖ Greeting (Opening salutation)
❖ Opening remarks: explain the purpose of the email
a. Introduce yourself
b. Reason for writing
- I am writing in connection with my order PB340 which arrived this morning.
- I am writing to complain about the quality of a product I bought from your website.
- I am writing to draw your attention to the negative attitude of some people in your customer services section.
❖ Actions: address THREE tasks – here are three complaints. EACH task should show following main points.
a. Describing the context/problem
b. Requesting for action: suggest a solution to resolve the problem and possibly satisfy yourself.
- I’d be grateful if you could………………………….
- I wonder if you could………………………….
c. Describing and mentioning attachments
- Please find attached my invoice.
- I’m sending you………………………….as a PDF file.
❖ Closing remarks
- I hope you can settle this matter to our satisfaction.
- An early reply would be appreciated..
❖ Email sign-off
 LANGUAGE
• Remember that you are unhappy with the company, not the recipient. Try not to blame one
person for a whole problem. Let’s keep the tone professional.
• An effective email of complaint needs to be written in a firm manner by telling exactly what
happened (or warning what will possibly happen).

1. Describe your problem and the outcome you want. Be specific about what action you are
requesting.
2. Include key dates, such as when you purchased the goods or services and when the problem
occurred.
3. Identify what action you’ve already taken to fix the problem (and, if this is a very serious
complaint, explain what you will do if you and the seller does not take care of the problem).
4. Ask for a response within a reasonable time
5. Attach a copy of any supporting relevant documentation such as a receipt or invoice.
6. Also, you may want to include a positive sentence about the company or your previous
experiences with the product in the email of complaint.
 LANGUAGE
1. Opening remarks
• I have a couple of complaints about…………………..
• Please allow me to explain the problems we encountered.
• I am writing in connection with …………………..

3. Closing remarks
• I hope that you will deal with this matter promptly as it is causing me
considerable inconvenience.
• Thank you in advance for your help in this matter.
• I would appreciate your immediate attention to this matter.
 LANGUAGE
2. Action

a. Describe the problem

Adjectives
• One part was missing / broken / damaged.
• It is defective.
• The goods were faulty / damaged / in poor condition.
• Our order was incomplete.
• This is unacceptable / not acceptable / unsatisfactory.
• I was very disappointed that this happened.
• The unit is too large / small for our needs.
• The invoice / bill / information is incorrect / wrong.
Nouns
• There is a problem / an error / a mistake in / on my account / bill / invoice.
• There seems to be a misunderstanding.
• The product I received was well below the standard expected.
• The packing slip was not in the box.
 LANGUAGE
2. Action
a. Describe the problem
Verbs
• We placed / made / cancelled the order on May 6.
• I purchased / bought / ordered a box of staplers.
• It arrived / got here / was delivered too late to be of any use to us.
• The equipment I ordered has still not been delivered, despite my phone call last week to say
that it is needed urgently.
• Our order did not arrive until today.
• It was supposed to include directions.
• It does not fit / work.
• It fell apart / broke only after two uses.
• We have had problems with the part.
• I am returning the enclosed sweater because it is wrong color / size.
• We were billed for the wrong item.
• We were billed too much.
 LANGUAGE
2. Action

b. Request actions: suggest a solution to resolve the problem and possibly satisfy yourself.

• Please replace / exchange the faulty goods as soon as possible.

• Please arrange for the pickup of this defective part.

• Please give / send me a credit / refund.

• Would you please refund my money?

• Please credit my account.

• I think that we deserve compensation for the problems we encountered.

• I would appreciate it if you would take care of this problem.

• We must insist on an immediate replacement / full refund.