Complaint Letters
Complaint letters are an effective way of expressing the customer’s/consumer’s dissatisfaction with a product or service. They are better than a verbal complaint as the written word always yields more power than a verbal one. Here are a few tips to help you write an effective Complaint letter:
One of the most important things while writing a complaint letter is that it should reach the right department and the right person. Generally such information is available either on the product itself or the receipt of purchase.
Keep the letters short and simple while stating all the facts clearly. Include the name of the product, the receipt number, the date and place of purchase. It is also important to clearly state why you are not happy with that particular product/service. Be specific while stating the problem and avoid sweeping statements or ambiguity.
The tone of the letter should be polite but firm. It is best to avoid rude and sarcastic statements as these would not get you anywhere. It is best to take a formal and objective approach in the letter rather than play on the emotional quotient.
You can mention how you wish the problem to be rectified. It may be in the form of a refund or a replacement or any other method which you think is most suitable. At this point, it is also good give a time-frame within which you expect the problem to be solved. Be reasonable while setting the time-frame.
If possible, you can include a couple of positive points of the other party, as this would help you to get a better response. It is a good idea to include phrases like “Probably, this is a rare case where you have erred…” or “It is the first time in all the years that I have used your service/product that I have a problem…” Such statements are likely to make a positive impact on the person reading your letter and you can expect a quick reply.
While writing a complaint letter it is important to mention the documents you are including to substantiate your complaint. Just remember to include only copies of the original receipts or any other relevant documents.
Do not forget to include your contact information.
65 Market Street
Val Haven, CT 95135
June 30, 2004
Customer Service
Cool Sports, LLC
8423 Green Terrace Road
Asterville, WA 65435
Dear Sir or Madam:
I have recently ordered a new pair of soccer cleats (item #6542951) from your website on June 21. I received the order on June 26. Unfortunately, when I opened it I saw that the cleats were used. The cleats had dirt all over it and there was a small tear in front of the part where the left toe would go. My order number is AF26168156.
To resolve the problem, I would like you to credit my account for the amount charged for my cleats, I have already went out and bought a new pair of cleats at my local sporting goods store so sending another would result in me having two pairs of the same cleats.
Than you for taking the time to read this letter. I have been a satisfied customer of your company for many years and this is the first time I have encountered a problem. If you need to contact me, you can reach me at (555) 555-5555.
Sincerely,
Signature
Ken Thomas
