SAMPLE OF CUSTOMER COMPLAINT LETTERS

The following are examples of our work writing customer complaint letters. In order to protect the guilty, we have removed names, addresses and other identifying features from these letters.

The following are excerpts from a letter written to a Teleco, after it failed to provide a high speed internet service it had previously promised was available a particular address. As a result of this letter, the Teleco agreed to supply and install at its cost, wireless internet access at the address - equipment worth thousands of dollars.

... "I write to you today to convey my utter annoyance and concern at the manner in which this account has been treated by [Teleco], and to request urgent assistance to rectify the situation. If you care to investigate my account background, you will note I am a customer in good standing, I have always promptly paid my accounts by the due date. Up until recently, I have always thought highly of [Teleco], however the events detailed below have not only left me bitterly disappointed, but they are also incurring the Company not inconsiderable financial costs... On the morning of [Date}, I received a call from a person who identified them as the installer for [Teleco]. Bluntly he informed me that the service isn't available in my area at all - and that [Teleco] had already had some seven or so other customers request it - and were declined for the service. He suggested that due to technical issues with the telephone exchange, service access in this area is not possible...

... Given the incorrect information I was given at the outset and the ongoing poor communication from [Teleco], the Company is now effectively prevented from operating its business. Also, the possible solution to this problem seems to be two weeks away at best, which is far too long for the business to be without service access... Given the urgent nature of this issue, I would appreciate a prompt response and the fastest resolution possible to this problem.

The following are excerpts from complaint letter written to hardware store, after the store failed to honour prices displayed on its website. Upon receipt of this letter, the store promptly mailed out money that covered the overcharged amount.

.... "Having already spent some time on your website, and being aware that there is no disclaimer visible that this was web only special, I took issue with this. The sales assistant stated that they are merely the franchise holder and were under no obligation to maintain their prices to standardized [Store] prices, as listed on the website. After further discussion, they stated they would refuse to honour the website price, and suggested I take up the matter with head office, hence this letter...

... There is no mention on the website that the prices listed are only applicable for internet sales - or at least on obvious pages. I have diligently read the terms and conditions page, and the product page, and have checked for small print that may suggest that this item is listed at an internet only price, but there is no information to this effect. Therefor I can but draw the conclusion that [Store] is using a deceptive sales practise of listing products at discounted rates online, which is designed to lure potential customers instore, where they are charged considerably higher prices. The sales assistant at [Store] acknowledged that this incident was not the first time that a customer had taken issue with the fact that instore prices are more expensive than prices listed on your website. Thus this is not an isolated incident and [Store] must obviously be aware of these pricing descrepancies. One can but conclude that [Store] has chosen to not either post an obvious notice on the website that prices may be more expensive instore, or alternatively ensured prices are the same online as instore..."

The following are excerpts from complaint letter written to home improvement store, after it failed to deliver a new kitchen on the agreed date. Upon receipt of this letter, the order was immediately fast tracked and the offending staff member stood down from the order.

.... "I write today to complain about the manner in which some of your staff have treated a recent order I placed with your company... On [Date] I phoned [Person] to enquire whether the kitchen components were ready to be uplifted. She informed me that the items were not available, and that they were in fact on backorder and were not expected in stock until sometime 'in the middle of next month'. I advised her the delay was unacceptable, based on the fact that her most recent advice to me was that the final components would be ready by [Earlier Date]. She then suggested that several customers were in the same position awaiting errant kitchen components. I again reiterated my deep displeasure at not being advised of the delay sooner, and requested she urgently find out the exact date the kitchen components would be due. A full day has elapsed since I made this request and no further details have been forthcoming from [Person]...

... I trust you will look into the issues raised and advise me whether in fact it is [Store] protocol to provide inaccurate information on the dates that goods will be available, and whether your staff as a matter of course fail to return phone calls. It occurs to me that had your staff accurately checked the status of this order with the manufacturer, at anytime over the past two weeks when I lodged multiple phone calls asking for confirmed dates, this delay would have been noted earlier on..."

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