source : http://www.pissedconsumer.com/consumer-resources/complaint-letter-sample.html
Here are some suggestions on writing a Consumer Complaint Letter:
- Address the letter to a person with some real authority -- someone who can fix the problem. This is usually the head of customer service, or a top officer such as the President of the company.
- If you are getting this information from the Internet, then you must be able to type! Type your letter.
- Start out with data. State (a) when you bought the product, (b) where you bought it, (c) the name and model of the product, and (d) the serial number if you have it.
- State the problem clearly. Be brief. Do not rant and rave (even if you are feeling that way!) Be businesslike and objective. Companies get lots of letters from "crackpots," and such letters usually do not get anywhere.
- State what you want. Do you want a refund? Do you want to exchange the product? If so, for what? Do you just want an apology?
- Send copies of relevant documents like receipts. Do not send original receipts. Keep them.
- Set a specific time for them to respond. A reasonable time is usually 10 business days or more.
- Make sure you give your phone number (specify whether it is daytime or nighttime or give both), and your address, as well as your name. If you are writing to a company on the mainland, it helps to explain the time differential to Hawai`i. There are plenty of people who have been woken up at 3 a.m. in the morning with a call from a customer service representative on the east coast. (Not a good way to get off on the right foot!)
- Keep a copy of everything you send. If it's a big problem, you should consider sending your letter return receipt requested, so you can prove they got it, and when.
Samples of different Complaint Letters
Complaint about Service
[Your Name]
[Street Address]
[City, ST ZIP Code]
[DATE]
[Recipient Name]
[Title]
[Company Name]
[Street Address]
[City, ST ZIP Code]
Dear [Recipient Name]:
This letter is to complain about service I recently received from a [Company Name] customer service representative named [Representative Name].
I called [Company Name] on [date] to find out how to deal with a problem I’ve had with [product or service]. After I had been on hold for several minutes, [Representative Name] came on the line. I had to explain my problem to him several times because he did not seem to be listening and therefore asked me the same questions repeatedly. [Representative Name] put me on hold for several minutes, and then returned to say he could not help me. Needless to say, I was quite frustrated.
I expected a much higher level of service from your company, and I am quite disappointed. Because I do not want to spend any more time on this problem, I am [returning or cancelling] [product or service] immediately, and I expect a full refund. I will be informing my friends and family about this experience.
Sincerely,
[Your Name]
Complaint about service contract
[Your Name]
[Street Address]
[City, ST ZIP Code]
[DATE]
[Recipient Name]
[Title]
[Company Name]
[Street Address]
[City, ST ZIP Code]
Dear [Recipient Name]:
I am writing to express my continuing dissatisfaction with your company’s service on my road grinding equipment. When your mechanic is called, he rarely arrives within the four-hour time period designated by our contract. He also appears to be lacking in knowledge and experience with my equipment.
The short warm-weather season here does not allow for work stoppages and equipment breakdowns. If I’m to renew my contract, we must review the issues of equipment failure, repair personnel, and downtime.
Please call at your earliest convenience.
Sincerely,
[Your Name]
[Title]
Product safety complaint
[Your Name]
[Street Address]
[City, ST ZIP Code]
[DATE]
[Recipient Name]
[Title]
[Company Name]
[Street Address]
[City, ST ZIP Code]
Dear [Recipient Name]:
I am returning the enclosed child safety gate for a full refund. I believe it is not only a bad product, but a dangerous one. I am shocked that a company supposedly dedicated to home safety would carry such a thing. I demand not only a refund, but an explanation.
When I ordered the enclosed [Product Name and model number] after seeing it advertised in [Publication Name], I asked the salesperson whether it was, indeed, designed to keep children up to the age of 2 safely contained, and she assured me that it was.
I followed the instructions exactly in assembling it and assumed that my 22-month-old would be safe. Instead, I found that she could easily work the “adults only” release when I found her wandering in the front yard. I thought maybe I had left the gate open, but then I watched in horror as she opened it a second time.
This is absolutely unacceptable. Thank God my child was uninjured, but others may not have been so lucky. If that gate had been at the top of a staircase (as pictured on the box), my baby could have been seriously injured, or worse, and it would have been your fault.
I want my money back, but more important, I want a letter from you, assuring me that this dangerous product has been taken off of the market. If I don’t hear from you, I’ll be forced to take further action to ensure that no children are hurt or killed as a result of your negligence.
Sincerely,
[Your Name]
Enclosure
Complaint about goods and service
[Your Name]
[Street Address]
[City, ST ZIP Code]
[DATE]
[Recipient Name]
[Title]
[Company Name]
[Street Address]
[City, ST ZIP Code]
Dear [Recipient Name]:
I’m enclosing a copy of my order, dated February 17, for crystal stemware: eight 11-ounce goblets, eight 5-1/2-ounce wine glasses, and eight 7-ounce champagne glasses. As you will see, these pieces were to be monogrammed “G” in Old English lettering, and delivery was requested not later than June 15.
Well, John, here is what happened:
1. The stemware was finally received June 28. Because I became anxious about delivery before the wedding (for which the stemware was to be a gift), I telephoned your customer service department twice—June 4 and June 11—and in each case was assured that delivery would positively be made by June 15.
2. The monogram on the stemware was “C” in block lettering.
3. Two of the wine glasses were cracked.
I think you will understand, John, why I am upset at the manner in which this order was handled. My excuses and apologies to the customer (an aunt of the groom) are of no comfort; to her, the incident was “terribly embarrassing—unforgivable,” and I confess that I agree with her. I did persuade her not to cancel the order simply because there were no other gifts of this nature, but I had to promise very fast delivery.
Obviously, you know what must be done: Get the right stemware to me as fast as you can. I’d like to save this good customer, and if you don’t turn handsprings to expedite delivery, I don’t have a prayer. But let me know so that, if necessary, I can make other arrangements.
Incidentally, John, the ironstone is going very well. If you’re bringing out new patterns, be sure to let me know.
Sincerely,
[Your Name]
[Title]
Enclosure
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