How to Write Adjustment Email and Complaint EmailBack to the Email TEMPLATES | How to write an Email An adjustment or complaint email states exactly what's wrong with a product or service.
Be kind and gentle but clear and assertive. Don't forget to tell them exactly what you want them to do and when. If any supportive documents are needed (sales slip, monthly statement, etc.) don't forget to attach their copies as well. Always keep the original documents and statements with you in case you are forced to go to court to resolve the dispute. Save a copy of your email on your hard drive or print it out for safekeeping. If you call the company in relation to the adjustment or complaint, keep a log of your call, noting when you placed the call, whom you have spoken to, if you were given a call or case number, what was said by whom, if any promises were made, etc. If you are the COMPANY, write a response email to settle the issue on a mutually satisfactory basis. Remember that "the customer is always right" is a principle that always pays in the long run and it's right attitude to adopt. The customer is actually not always right, but in the long run the goodwill engendered by this stance is worth far more than the inevitable losses through unfair customers. The big U.S. mail order houses have been built up on the principle of returning money without question. Legalistic quibbles have no place in the answer to a complaint. The customer is rightly or wrongly dissatisfied and business is built only on satisfied customers. Therefore the question is not to prove who is right but to satisfy the customer. Always keep that mind when you are writing your response email.
SUBJECT LINES: EMAIL BODY: TO: Business Name, Address, Contact Info RE: Error in Statement No. 34598 Dear Manager [or exact NAME], May I call your attention to my account statement (No. 34598) dated January 4, 2009? There are two errors, as follows: 1) The statement shows a charge of two pairs of shoes for a total of $178.98 although I purchased only one pair for $69.95. 2) On December 3, 2008 I am credited with one blouse at $25.95. I have actually returned two blouses, both at the same price, since they were the wrong size and color. I request credit for the second blouse as well. Attached to this email are the photocopies of the statement No. 34598 and my original sales slips. I appreciate your help in settling this matter expediently. Please let me know if you have any questions. Sincerely, Pat Brown TO: Business Name, Address, Contact Info Dear Manager [or exact NAME], RE: Order Number 45-ON-876 The living room set that I bought on April 3rd was delivered today in good condition with the exception of one piece -- the red leather ottoman. That has one broken leg and a large stain in its leather top cover. I'll return the ottoman to you once I receive acknowledgment of this email. Will you please send me an undamaged ottoman from your stock to replace the defective one? Waiting for your acknowledgment of this letter and thanking you in advance for your kind assistance. Yours sincerely, Pat Brown TO: Business Name, Address, Contact Info Dear Manager [or exact NAME], I regret to inform you that the Acme dishwasher which I purchased from your local dealer in Pretoria, IL, "Jacobs Kitchen and Bath Appliances," on April 4, 2009, has failed to live up to your one-year guarantee. Infact, the dishwasher is now in such bad condition that I have not used it for three weeks. I must therefore request that in accordance with the terms of your guarantee you refund the purchase price of $695. Thanks for your cooperation. Yours sincerely, Pat Brown TO: Business Name, Address, Contact Info Dear Manager [or exact NAME], Three weeks ago (on September 8, to be exact) I bought on your online store two jackets and a pair of pants. I paid $7 extra for the quick 3-day delivery option. Now it's November 17th and the goods have still not been delivered. The delay has caused me great inconvenience since the jackets were ordered as birthday gifts for my twin boys. If this were the first time that you had been late in sending out orders I would feel less upset, but twice within the last year I have been similarly annoyed by your tardy service. On September 23rd I've sent you an email asking for the whereabouts of my order. On October 15th I did send you a second email, both of which remained unanswered to date. If I don't hear from you within the next 24 hours not only I'll take the necessary legal steps to reclaim my money but also close both the personal and the business accounts that I have with your company. Thanks for your urgent attention to this matter. Sincerely, Pat Brown
SUBJECT LINES: EMAIL BODY: TO: Customer NAME, Address, contact into Dear Mr. Smith, We have your letter (or email) of August 14th in regard to the damaged washing machine. We are very sorry indeed that it was damaged, evidently through improper packaging and/or handling. We'll be glad to make a reasonable allowance to cover the cost of repairs, or if you do not think the washing machine can be repaired, you may return it to us at our expense and we will give your account credit for it. We will send you a new one in exchange if you desire. We hope this settles the issue to your satisfaction. Always in your service, Pat Brown TO: Customer NAME, Address, contact into Dear Ms. Smith, We have received your email (or letter) of October 5th about the Weigh-Less Bathroom Scale that was delivered to you by UPS on September 23rd. As explained in the catalog copy of this product, we do not send these scales already assembled as there is considerable danger of breakage. But we will send a service person out to you on Wednesday October 12th to set it up for you. The missing No-Mist Shower Mirror will be also sent to you next week with UPS. Sincerely, and in your service: Pat Brown TO: Customer NAME, Address, contact into Dear Mr. and Ms. Smith, We regret that it will be impossible to have your bathroom towel set monogrammed as we promised. Marking orders were placed in such quantities before yours was received that the work cannot beexecuted before December 28th. We are, therefore, holding the set for your further instructions and hope that this will not cause any disappointment or undue inconvenience. Always glad to be in your service. Sincerely, Pat Brown Dear Ms. Smith, Our warehouse records show that your order No. 263 of September 6th was shipped on September 14th by UPS express direct. We regret the delay, and hope your order has already reached you in good condition. Please let us know if we can be of further assistance. Sincerely, Pat Brown Have a Great Tip, Photo or Comment About This Topic?Do you have a great tip or photo about this? Something that you believe we should read or see? Contribute and share it today! |