Customer Complaint Letter Sample

101 Hooper Ave,                                                                                        16/6/2011
Toms River, NJ 08625-0001

Craig Watson
Sales Manager
Elite Utensils

    Consumer Complaint Division
416 Water St.
New York, NY 10002

Dear Craig Watson,

Re: Complaint regarding broken dishes

I would hereby like to lodge a complaint for the delivery of broken dishes I purchased from your organization. I am an ardent shopper at Elite Utensils and on 12/06/2013, I bought a set of expensive dishes from the company’s retail store in New York. The consignment comprised a set of 24 large dishes; 10 white, 8 blue and 6 green. They are all vintage dishes Depicting Chinese culture for which I paid a total sum of $1200. Following my purchase, I asked whether the utensils could be delivered to my residence in New Jersey and was assured that the delivery team would go out of its way to ensure that the product was delivered to me in time and in good condition. I trusted the services of your company and had faith that my package would be brought to my residence without any problems arising. This was a mutual agreement in which I had utmost faith and surety considering that the company is one of the leading companies in the selling of these products.

My package was delivered to my residence on 15/06 2013 as anticipated. It is, however, quite unfortunate that your service was inadequate, because most of the dishes that were delivered were broken.  I am disappointed, because despite the fact that these dishes were broken, your company still went ahead to deliver the product as though nothing had happened. This is quite unethical and unacceptable. I would expect that a company of your stature and standard recognize a mistake when it is committed and be prompt to put forward apologies to your esteemed clients following the occurrence of such accidents rather than just ignore the issue and await complaints from clients. Human beings make mistakes, and I do not understand why it was so difficult for your company to indicate the mistake made and make proper arrangements in due time to correct it. I am beginning to lose faith in the services of this organization if such an incident can occur and be neglected. You must know quite well that the key to a successful client-business relationship is guaranteed customer satisfaction. Your delivery team clearly does not understand that.

To resolve the problem, I would appreciate that the company replace the broken dishes and deliver them intact. The delivery team should be present when I open the package so that they can confirm the condition of the delivered products.  I will have another party present to confirm the condition of the dishes on delivery. Enclosed are copies of my records, including receipts, warranties and the serial numbers of the dishes.

I look forward to your reply and a speedy resolution to my problem and will wait until 20/6/2013 before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at +1 907 5907267861. I believe that this issue will be resolved in due time and hope to restore the faith and respect I have for this company as a leading organization dealing with utensils.

Yours Sincerely,

Mark Spencer