Part III　Useful Expressions

Complaint Letters：

1. I am writing to remind/inform you that…

2. We have received the goods of your shipment, but unfortunately…

3. I am writing to you concerning a problem that has arisen from…

4. We are disappointed to find that the items delivered don’t match the sample.

5. We regret to inform you that your last shipment is not up to your usual standard.

6. When the computers dispatched by your company were opened, five of them were found to be damaged.

7. The error has put our firm in a difficult position.

8. I would like you to cancel the order and credit our account for the two manuals we did not receive.

9. Please send us the replacement no later than July 4.

10. To resolve the problem I would like you to either replace the faulty product or refund the money in full.

11. We will be glad if you will look into the matter at once and let us know the reason for delay.

12. Please make up the shortfall immediately and make sure that such errors won’t happen again.

13. It is wise for you to refund us 20% of the amount we have paid.

14. I look forward to hearing from you and to a speedy resolution of this problem.

15. I hope to continue a positive relationship with your company and its product in the future.

Reply:

1. We are sorry to learn that you are not satisfied with…

2. Thank you for letting us know that…

3. We have looked into the matter very closely and found that this was entirely our fault.

4. Please accept our apologies for the error made by our company.

5. We apologize for the inconvenience.

6. We are very sorry for the mistake in the invoice for your order.

7. Due to error in billing on our part, we would like to extend your deadline for payment by 30 days.

8. We are happy to allow you a special discount of 5% to compensate for your inconvenience.

9. As compensation for the inconvenience you have suffered, I am attaching a voucher for one night’s free stay in any of our hotels.

10. The best we can do is…

11. In view of this explanation, you will understand why we must stand by our guarantee policy in this case.

12. I am very sorry…, and both of us are responsible for the mistake.

13. While we certainly understand your concern, we cannot accept your suggestion to take back all the unsold phones.

14. I hope you will find our response to your complaints satisfactory.

15. I am confident that the replacement will prove satisfactory.

16. We apologize once again for this.

17. Once again, I’m sorry for the inconvenience, and hope you are pleased with the goods when they are received.

18. We have taken measures to ensure that such an error won’t happen again, and hope that we will continue our relationship.