Practical Worksheet: LETTER OF COMPLAINT

Task 1

Sample answer:

The handle on the top surface is twisted. The handle on the right side of the
suitcase is broken. One wheel is broken. The top left corner is dented. All the
right-hand side of the suitcase is crushed. The front surface of the case is
cracked. The front right edge is spilt open.

Task 2

Read this reply to a customer’s letter of complaint and answer the questions.
 1. What did the customer complain about?
- The top surface of the customer’s new DVD player was scratched,
and the edge was cracked.
2. What does the writer offer to do?
- He offers a refund and a 10% discount off the next customer’s
purchase.
3. Which words (a) show sympathy (b) give an apology?
- (a) I was sorry to hear… (b) I would like to apologise for…
4. Which words introduce (a) good news (b) bad news?
- (a) I’m pleased to inform you…. (b) Unfortunately…

Task 3

Reply to a letter of complaint using the phrases in the box.

Task 4

You are the Manager of IT Online Ltd. Reply to this letter. In your letter:

 Choose the appropriate greetings form.

 Acknowledge the letter.
 Apologise for the problem.
 Offer to replace the product.
 Offer another alternative to solve this problem.
 Apologise again and finish the letter.

Sample answer:

Dear Mr. Bradwell,

Thank you for your letter complaining about your Mace notebook computer
from our online store. I was sorry to hear that adapter was missing from the box.

Unfortunately, we do not have any more adapter in stock at the moment.

However, I’m please to inform you that we will get a new stock next week, and
we will send you the adapter immediately. In addition, as a gesture of good will,
we will give you a 5% discount from your next purchase at out store.

I would like to apologise for the inconvenience you have experienced. Please
contact me if you have any further queries.

Yours sincerely,
(Your name)
Task 5

Reply to this letter.

Sample answer:

Dear Ms. Williams,

Thank you for your letter complaining about your Hotspot washing machine
that you have ordered from our city center shop. I was sorry to hear that the
machine does not work and that you are not happy with our service.

Unfortunately, a lot of staff are ill at the moment. However, I’m please to inform
you that we will send you a replacement washing machine. In addition, as a
gesture of good will, we will offer you a free annual service next year.

I would like to apologise for the inconvenience you have experienced. Please
contact me if you have any further queries.

Yours sincerely,
(Your name)