Complaint Letter Concerning Damaged or Wrong Goods

22 Jul 2010

Definition :

A letter of complaint, or complaint letter, is normally written to deal with a problem situation when the product damaged and wrong. Even though you may feel angry because of several problems mentioned above, but in business correspondence you should not show by writing bad words in your complaint letter. Your letter should be polite, explain the problem clearly for example by mentioning why you are dissatisfied and hope your supplier will give you a replacement.

The content of complaint letter :

The following are some rules for making complaint letter :

a. Begin your letter by regretting why you complain.

b. Write the date of order, or the date of payment and delivery, etc.

c. State your reasons for being dissatisfied.

d. Ask for explanation from the representative from that company.

e. Suggest the solution.

f. Avoid reideness as if will create ill feeling and cause the supplier unwilling to help.

Useful expression of complaint letter :

Opening phrases :

  • We would like to complaint about the goods we received two days ago our order no…….invoice no……some of the goods have been damaged in transport.
  • We are sorry to report that the goods arrived in a bad condition.
  • We are sorry to have to tell you that one of the cases of your consignment was badly damaged when delivered on…….
  • We are writing to inform you that several boxes dispatched under your advice or………..was badly damaged when delivered.
  • We would like to let you know that the goods were broken/so that a large part of the contents has been unfit for sale/ many sacks were torn and part of the contents was missing.

Main section :

  • Would you please look into this as soon as possible.
  • It is very important that this fault (mistake, error) is corrected immediately.
  • We must ask you to replace the damage goods/ the wrong goods / the wrong deliveries.
  • We must insist you on an immediate replacement for the wrong goods, and we must ask you to follow our instruction more carefully in the future.
  • Please let us know when the replacement can be delivered.
  • Please dispatch the correct deliveries immediately and make sure that they will reach us within the next few days.

Closing phrases :

  • We look forward to receiving your answer.
  • We look forward to hearing that the replacement for the wrong/damage goods will be sent straight away.
  • We look forward to your confirmation of our complaint.
  • We are looking forward to receiving the replacement in good condition

The example of complaint letter (Concerning Damaged goods):

Rill & le Co. Ltd.

Jln. Penvil No. 23

Jakarta Pusat

CH/SM

15th July 2010

Kutsu Shoes

Jln. Sukaraja Kaum No. 110

Bogor

Dear Sirs,

Complain Order No. 345

We ordered 150 hard drives on 01 June and they were delivered yesterday. I regret that 17 of them were badly scratched.

The package containing these goods appeared to be in perfect condition and I accepted and signed for it without question. It was on unpacking the hard drives when the damage was discovered; I can only assume that this was due to careless handling at some stage prior to packing. I am enclosing a list of the damaged goods and shall be glad if you will replace them. They have been kept aside in case you need them to support a claim on your suppliers for compensation.

We are looking forward to receiving the replacement in good condition.

Yours faithfully

Chairil

Purchase Manager

The example of complaint letter (Concerning wrong goods):

Rill & le Co. Ltd.

Jln. Penvil No. 23

Jakarta Pusat

CH/SM 15th July 2010

Kutsu Shoes

Jln. Sukaraja Kaum No. 110

Bogor

Dear Sirs,

Complain Order No. 345

We would like to complaint about the goods we received on 01 August. I ordered 12 copies of Background Music by Lawrence under my order number 12345.

On opening the parcel I received this morning I found that it contained 12 copies of History of Music by the same author. I regret that I cannot keep these books as I have an adequate stock already. I am therefore returning the books by parcel post for immediate replacement, as I have several customers waiting for them. I trust you will credit my account with the invoiced value of the returned copies including reimbursement for the postage cost of USD12.80.

We look forward to your confirmation of our complaint.

Yours faithfully

Chairil

Purchase Manager


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