Templates for Complaint Letters
Dear Ms. Frick,
We’re sorry you were disappointed with our service. It was disheartening for us to learn that after you contacted us directly with your concern, you immediately filed a complaint with the Better Business Bureau. We pride ourselves on delivering attentive customer service.
When we received your complaint, we apologized instantly (in less than 30 minutes after you sent us your message) and promised to pay you the amount due in full, including an additional $100 to compensate you for your inconvenience, as soon as you confirm the method of payment. Please note that our apology to you occurred BEFORE the Better Business Bureau posted your complaint.
We've never claimed to be perfect. Like all human beings, we sometimes make mistakes. We believe a person and a company should be judged not by their mistakes, but by their willingness to admit them, learn from them, and improve going forward. This is what we attempted to do in your case.
Our company is actively fighting check fraud and employs multiple security systems. In rare circumstances, our system makes a mistake and blocks legitimate customer checks. It is customer responsibility to notify us about a mistake in seven days. We will reissue the payment and reimburse customer any back fees upon providing a proof of bank charges.
In light of this, we hope you’ll consider contacting the Better Business Bureau to explain the situation and request that your complaint be removed. We feel this would be appropriate under these circumstances, and we would appreciate it.
Once again, we apologize for your hardship. We assure you that we will bring this issue to our CEO’s attention, fully discuss it at our next company meeting, and use it as an opportunity to improve our services.
Sincerely yours,
The Team.
Dear... (BBB complaint)
The process of inspecting the items we receive is rather complex. We record the whole process: delivery, opening of the package, visual inspection. In some (very rare) cases, f we discover a problem with the device, we inform the customer and we offer him/her the option to re-quote it or to send it back to the customer. If the customer agrees with the re-quoting, he/she is paid accordingly. If not, we send the item back. We never exercise any pressure on the customer and it's completely his/her choice to accept the new quote or to get the item back. Let us explain that we receive hundreds of items every day and every time we have to re-quote an item, we waste our time, efforts and money. We would be happy if we didn't need to re-quote items and lower their condition. For further information about conditions and re-quoting we can refer to our section Terms of sale - Our company considers the case closed.
Complaint:
I had to spend one hour on the support line before they could explain why did they requote my iPod touch I was selling. I chose a wrong model, so they didn't honor the initial quote of $150 and said they would pay only $120 and if I didn't agree, they would send it back to me. This man was not helpful enough even when I tried to explain that mine was iPod touch 5 and the difference with iPod 6 is minimum. He didn't want to accept it, so they finally paid me 120 instead of 150. They need to care about us, their customers. They will not survive without us.
Answer:
Dear Mr. Frick. Thank you for your input and thank you for dealing with us. Indeed, you inadvertently chose a wrong iPod model. If you go back to our iPod pages and choose the right model of your device, you will see the price we offer for iPod touch is $120, exactly the amount we paid. Sorry, but we can't pay $150 for a model that cost $120. We are all humans and we make mistakes, so we don't blame you for this mistake, we even offer to send the device back free of charge if you don't accept the new quote, even though the mistake was yours. You could ask for the device to be sent back to you and then try to sell it to anyone of our competitors (with all due respect to them, we think they wouldn't pay $120 for this model, and the state the device is in). That's because we care about our customers.
Complaint:
I had to spend one hour on the support line before they could explain why did they requote my iPod touch I was selling. I chose a wrong model, so they didn't honor the initial quote of $150 and said they would pay only $120 and if I didn't agree, they would send it back to me. This man was not helpful enough even when I tried to explain that mine was iPod touch 5 and the difference with iPod 6 is minimum. He didn't want to accept it, so they finally paid me 120 instead of 150. They need to care about us, their customers. They will not survive without us.
Answer:
Dear Mr. Frick. Thank you for your input and thank you for dealing with us. Indeed, you inadvertently chose a wrong iPod model. If you go back to our iPod pages and choose the right model of your device, you will see the price we offer for iPod touch is $120, exactly the amount we paid. Sorry, but we can't pay $150 for a model that cost $120. We are all humans and we make mistakes, so we don't blame you for this mistake, we even offer to send the device back free of charge if you don't accept the new quote, even though the mistake was yours. You could ask for the device to be sent back to you and then try to sell it to anyone of our competitors (with all due respect to them, we think they wouldn't pay $120 for this model, and the state the device is in). That's because we care about our customers.
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| A complaint can be harmful to your karma. Photo by Elena. |
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