COMPLAINT ABOUT A PRODUCT
First, begin with the basis of your complaint. For instance, “I purchased a "______" Toy Tractor from your store on December 30, 2011 for $29.95 and it fell apart in the box before my child could play with it.” Be concise with brand names, models, dates, and purchase price. Some items may have serial numbers you will want to include.
Now, go through the steps you have already taken to have this issue resolved: “I took the toy to the customer service desk and spoke with Amber who told me that they do not make refunds because……………”. Describe how the customer service person made you feel, whether she was courteous or not. It is not usually the customer service person who is the villain so be honest. If she treated you with respect, say so. If however, she was rude and abrupt, this needs to be brought to management’s attention. When the customer service clerk did not satisfy your request, did you ask to speak with the manager? What were the results and again, how did that person make you feel?
Now explain what you want done to rectify this problem. If you want your money back, be clear. If you do not want a store credit, be clear. If you want an apology, be clear. In other words, make certain the person you are addressing knows what you want without question. Also, tell the recipient of this letter how you feel let down by the store's poor response and how you felt about the store before this became a problem. Hopefully, you have had positive experiences with this store and you would like that to continue.
Include the receipt. Make a copy of the receipt and the letter before you let it go making sure it is dated so you have an idea how long to wait for a response. If possible, include a picture of the item showing its condition. Mail your complaint to the corporate headquarters of the store you are dealing with. There should be a customer relations department. Send a copy of the letter to the president of the company.
It is unlikely that you will not receive a satisfying response to your letter but if you do not, take the complaint to the Better Business Bureau. The BBB may be able to assist you through their resolution process. Also, check out the Federal Trade Commissions Bureau of Consumer Protection. They take complaints to see if there is a pattern with a particular business or tradesman.
PERSONAL COMPLAINTS
Personal complaints are extremely difficult to deal with in any case but if the person is a friend or someone with whom you must interact with often, such as a co-worker, it can be even more sensitive. The key to this type of dispute is tact.
It is not necessary to confront this person face to face if you are unable to do so. Some people just cannot deal with confrontation be it the confronter or the confrontee. Putting your feelings on paper insures that you will get everything out there without the possibility of interruption by the other person or by the possibility of anger fueled violence.
Keep the tone of the letter polite but to the point. This is an example of a letter to a co-worker:
Dear Ms. Smith:
This letter is written with both our best interests at heart. Because I have a two year old who is in daycare while I am at work, I must leave promptly at 5:00 p.m. When I am relieved from my shift 15 or more minutes late very day, I must pay the daycare for the extra time my child spends there. This is extremely hard for me since I am living on such a small income.
Our supervisor also notices that I am not being relieved on time. Is there anything that I can do to help you arrive on time? I appreciate the work you do and understand that sometimes there are things beyond our control that prevent us from doing our best. I would like an opportunity to try to work this out between the two of us before it becomes a bigger problem.
Thank you…
Notice that the writer never attacked Ms. Smith. Instead she made it sound as if Ms. Smith could be of service to her and it also shows a genuine concern about Ms. Smith’s tardiness in respect to the supervisor. It opened the door to a face-to-face dialogue but one that will, no doubt, be friendly. The last sentence does give Ms. Smith the option of not doing anything but if she chooses that option, it could “become a bigger problem”. A threat, yes, but, again, it gives Ms. Smith the motivation to work this out with her co-worker.
A letter to a friend or acquantance can be written in much the same manner. State, without personal attack, what has upset you and how this has made you feel. If your motive is just to let the person know your feelings and you intend never to see him or her again, express your regret and close the letter. If, however, you want an apology, go ahead and ask for it. An example:
Dear George,
On Sunday night as we parted after dinner, you mentioned that my large serving of pasta was bound to put an extra twenty pounds on my derriere. Being sensitive about my weight, I was extremely hurt by this statement and do not think you intended to hurt my feelings. We have been such good friends in the past but I feel an apology is required for us to continue our friendship.
Thank you for understanding my feelings in this matter.
Sincerely…..
Again, no attack just a clear statement of your feelings and a solution offered in the form of an apology. I believe George will not want to lose this friend.
IN CLOSING
Keep in mind that the person to whom you send a letter, be it someone in a corporation or a co-worker or a friend, that person also has feelings. Negative and angry verbage and open threats are not usually successful because they put the other person instantly on the offensive. Your goal should be to actually want an amicable solution and if you keep your letter cordial but to the point, this can be achieved.
SOURCES:
- Sample Consumer Complaint Letter, USA.gov
- How to Write a Complaint Letter, consumerist.com
Iris Gallagher - Writing has been a passion for as long as I can remember. I still have poetry I wrote as an eight year old. I was born in Tennessee, grew ...
