SAMPLE - COMPLAINT TO VENDORS - UNSATISFACTORY SERVICE

SAMPLE - COMPLAINT TO VENDORS - UNSATISFACTORY SERVICE

During the past [ Time period. Ex."week" ] we have [ Nature of problem. Ex. "called our service representative five times without response", or "had three nights when the offices were not cleaned", etc. ]. Have you experienced this problem with other customers?

I'm sure that this isn't the level of service you intend to provide and will remedy the situation immediately. I would like [ Nature of remedy. Ex. " the name of a person to call who is dedicated to serving our account", or "your written assurance that your cleaning crews will no longer overlook our offices", etc. ].

Please advise me on how you propose to resolve this situation as soon as possible. I look forward to hearing from you.

SAMPLE - COMPLAINING TO VENDORS - LETTER RETURNING DEFECTIVE SHIPMENT

SAMPLE - COMPLAINING TO VENDORS - LETTER RETURNING DEFECTIVE SHIPMENT

I am returning a shipment of [ Contents and order number. Ex. " six cases of Angel Hair shampoo, order #254670" ]. We cannot accept this shipment because [ Reason for refusal. Ex. "we found that all of the bottles had defective caps which leak when the bottle is turned on its side" ].

Please [ Required correction. Ex. " check your stock of caps and send us a new batch", or "replace these blue baskets with the red ones and originally ordered", etc. ].

Please advise as to when we might expect [ Corrective action. Ex. "a refund of our down payment", or "the new shipment" ].

SAMPLE - COMPLAINING TO VENDORS - LETTER MISSING DOCUMENTATION OR INSTRUCTIONS

SAMPLE - COMPLAINING TO VENDORS - LETTER MISSING DOCUMENTATION OR INSTRUCTIONS

I/We purchased [ Type and model of product ] on [ Date purchased ]. The package was missing [ What was missing. Ex."documentation", or "assembly instructions", etc.]. I have enclosed proof of purchase and would appreciate your prompt response.

SAMPLE - COMPLAINING TO VENDORS - LETTER WITHHOLDING PAYMENT

SAMPLE - COMPLAINING TO VENDORS - LETTER WITHHOLDING PAYMENT

We regret that we must withhold payment of [ Reference invoice. Ex. "your invoice #55516" ] until [ Conditions for payment. Ex. "you complete the work as specified in our contract" ]. [ Elaborate on reasons. Ex. " To date, there are still seven computer stations without connections to our network." ]

Until [ Conditions. Ex. "this work is completed", or "these items are received", etc. ] we must continue to withhold payment. Upon satisfactory completion we will be happy to pay you in full.

Thank you for your prompt attention to this matter.

SAMPLE - COMPLAINT TO VENDORS - CANNOT PROCESS INVOICE

SAMPLE - COMPLAINT TO VENDORS - CANNOT PROCESS INVOICE

Unfortunately, we are unable to process [ Reference invoice. Ex. "invoice #44870, dated July 1" ] because [ Reason. Ex. " the price charged did not include our quantity discount," or "the invoice reflects 2 shipments which we never received", etc. ].

[ Proposed remedy. Ex. " Please submit a new invoice reflecting the discount.", or "Please check your records and revise the invoice to reflect actual shipments.", etc. ] We will be happy to remit payment upon receipt of a correct invoice. Thank you for your attention to this matter.

SAMPLE - WRONG ITEMS SHIPPED: CANCEL ORDER

[NAME, COMPANY AND ADDRESS]

I’m afraid there has been a slight error on our shipment.

Instead of [REQUESTED PROCUTS, ex. 100 sheets of 8x5 drywall], we received a shipment on [DATE, ex. Wednesday] of [SHIPMENT, ex. 50 sheets of 8x10 drywall].  Enclosed, pleased find [SUPPORTING DOCUMENT ENCLOSURES, ex. a copy of our P.O. #153234] confirming our order.  Please check your records to determine whether I am mistaken.

Unfortunately, I must request that our order be canceled.  [STATE REASON(S), ex. The time required to re-ship our order will significantly delay our schedule.  Accordingly, we have arranged for our painters to provide the drywall through their suppliers.] [STATE WHAT WILL OR HAS BEEN DONE WITH CURRENT SHIPMENT, ex. Your trucks have taken the original shipment back to your premises.]

I regret that we were unable to complete the order.  As I am certain this is an isolated incident, however, I look forward to continued business with you in the future.

Sincerely,

SAMPLE - REJECTION OF UNORDERED PRODUCTS FROM UNKNOWN SUPPLIER

[NAME, COMPANY AND ADDRESS]

I’m afraid there has been an error.

This is the [ORDINAL, ex. third] time your firm has attempted to ship [PRODUCT(S), ex. 50 toner cartridges] to our office on [DATE].  We would like you to know that no such order for [PRODUCT(S), ex. 50 toner cartridges] had been made.  We absolutely reject the shipment.  Please arrange to pick up your product{s} as we are not willing to incur any expenses to return them.  Furthermore, your invoice (#[INVOICE NUMBER]) and this letter has been forwarded to the Attorney General of [STATE/PROVINCE, ex. Ontario] for possible fraud prosecution.

Sincerely,

SAMPLE - REJECTION OF SHIPMENT DUE TO LATE DELIVERY

[NAME, COMPANY AND ADDRESS]

I have just received your shipment of [PRODUCT(S), ex. 100 sheets of 8x5 drywall], which we ordered on [DATE] (a copy of the sales receipt is enclosed).  Unfortunately, [NAME, ex. Joe Johnson at your sales department] promised delivery by [DATE].  Since our order was of an urgent nature, we were expecting delivery as promised.  Accordingly, I regret that we cannot accept delivery.

[STATE HOW PRODUCT WILL BE RETURNED, ex. Please call me at XXX-XXXX and tell me how you would like the shipment to be returned and our refund handled.]

I am sorry that we were unable to complete the order.  As I am certain this is an isolated incident, however, I look forward to dealing with you in the future.

Sincerely,

SAMPLE - AS MALFUNCTION REPEATEDLY: PLEASE REPLACE

[NAME, COMPANY AND ADDRESS]

Reluctantly, I am writing for the [ORDINAL, ex. fifth] time regarding malfunction of [PRODUCT(S), ex. your A45 compressor].

[STATE REPAIR HISTORY, ex. As you may recall, the A45 was repaired on four occasions within the last two months.]  I have taken the liberty of enclosing a copy of the repair requests and paperwork involved. [STATE NATURE OF MALFUNCTION(S), ex. Again, the compressor ceases to operate within five minutes of starting and emits mass amounts of smoke.]

You are a reasonable person.  Surely you can understand that this is not acceptable to us.  Unfortunately, however, I am reluctant to request another repair.  Since I know of your good reputation for quality products, I’m certain that our experience is an unlikely exception.  It is for this reason that I request that, in lieu of repair, our [PRODUCT(S), ex. A45 compressor] be replaced with a new one in good working order.  [STATE HOW PRODUCT(S) WILL BE RETURNED, ex.  I have taken the liberty of shipping the compressor and documentation to you via express mail; you should receive it by Thursday.]

Sincerely,

SAMPLE - PRODUCT HAS MALFUNCTION(S) : PLEASE SERVICE UNDER WARRANTY

[NAME, COMPANY AND ADDRESS]

Unfortunately, the [PRODUCT, ex. Cold Elite Air Conditioner unit you installed in our premises] on [DATE, ex. June 1, 1998] is malfunctioning. [STATE NATURE OF MALFUNCTION(S), ex.  Instead of cold air, the unit expels room-temperature air.]

I would like to arrange an appointment for service under warranty #[WARRANTY NUMBER] (a copy of which is enclosed, along with the sales receipt).  Please call [NAME, ex. me] at XXX-XXXX so that we can determine a mutually-convenient time.

Sincerely,

SAMPLE - PRODUCT HAS MALFUNCTION(S): PLEASE REPAIR UNDER WARRANTY

[NAME, COMPANY AND ADDRESS]

Enclosed, please find [PRODUCT(S), ex. your A45 compressor], which we purchased on [DATE] (a copy of the sales receipt is enclosed).  After limited use, I’m afraid that it has unexpectedly failed.  [STATE NATURE OF MALFUNCTION(S), ex. Although the compressor does begin to operate upon starting, it ceases operation within five minutes and emits mass amounts of smoke.]  I therefore request repairs to be made under warranty #[WARRANTY NUMBER], a copy of which is enclosed.  If a repair is not possible, I hope that you may send me a replacement.

Please contact me at XXX-XXXX if there are any concerns.

Sincerely,

SAMPLE - PRODUCT HAS MALFUNCTION(S) : PLEASE REPAIR

[NAME, COMPANY AND ADDRESS]

Enclosed, please find [PRODUCT(S), ex. your A45 compressor], which we purchased on [DATE, ex. June 1, 1998] (a copy of the sales receipt is enclosed).  After limited use, I’m afraid that it has unexpectedly failed.  [STATE NATURE OF MALFUNCTION(S), ex. Although the compressor does begin to operate upon starting, it ceases operation within five minutes and emits mass amounts of smoke.]

Since I know of your good reputation for customer satisfaction, I am confident you will repair the item{s} for me or issue me a replacement, as you deem necessary.

Please contact me at XXX-XXXX if there are any concerns.

Sincerely,

SAMPLE - PRODUCT HAS MALFUNCTION(S) : PLEASE PROCESS RETURN

[NAME, COMPANY AND ADDRESS]

After limited use of your [PRODUCT(S), ex. A45 compressor], which we purchased on [DATE] (a copy of the sales receipt is enclosed), I’m afraid that it has unexpectedly failed.  [STATE NATURE OF MALFUNCTION(S), ex. Although the compressor does begin to operate upon starting, it ceases operation within five minutes and emits mass amounts of smoke.]

I regret that we are unable to bear the delays involved in repairing or replacing the product{s}.  Since I know of your good reputation for customer satisfaction, however, I am confident you will process our return at your earliest convenience. [STATE HOW PRODUCT(S) WILL BE RETURNED, ex.  I will immediately ship the compressor and documentation to you via express mail.]  [STATE HOW YOU WOULD LIKE CREDIT TO BE HANDLED, ex. Please forward a refund check to us at your earliest convenience.]

As I am certain that this malfunction is not characteristic of the high quality of your products, I look forward to the possibility of doing business with you in the future.

Sincerely,

SAMPLE - RETURN PRODUCT AFTER TRIAL PERIOD

[NAME, COMPANY AND ADDRESS]

I would like to thank you for granting us the opportunity try your [PRODUCT(S), ex. Powerline Accounting Software Package] for a trial period.  After careful consideration, we have determined that [REASON FOR RETURN, ex. the software is not suitable for our unique type of business, which demands simultaneous use of FIFO, LIFO and specific identification inventory accounting regimes].

I regret, therefore, that we must ask for a return.  [STATE HOW PRODUCT(S) WILL BE RETURNED, ex.  I have enclosed the software and documentation.]  {STATE HOW YOU WOULD LIKE CREDIT, IF ANY, TO BE HANDLED, ex. Please forward a refund check to us at your earliest convenience.}

Thanks again.

Sincerely,

SAMPLE - REJECTION OF SHIPMENT DUE TO BAD QUALITY: CANCEL ORDER

[NAME, COMPANY AND ADDRESS]

I have just received your shipment of [PRODUCT(S), ex. 100 sheets of 8x5 drywall], which we ordered on [DATE] (a copy of the sales receipt is enclosed).  Since I know of your reputation for quality, I was surprised to find that [STATE NATURE OF BAD QUALITY, ex. a good portion of the shipment was cracked].  [STATE WHAT WILL OR HAS BEEN DONE WITH CURRENT SHIPMENT, ex. Your trucks have taken the original shipment back to your premises.]

Unfortunately, I will have to request that the order be canceled.  [STATE REASON, ex. The time required to re-ship the order will significantly delay our schedule.  Accordingly, we have arranged for our painters to provide the drywall through their suppliers.]

I regret that we were unable to complete the order.  As I am certain this is an isolated incident, however, I look forward to continued business with you in the future.

Sincerely,

SAMPLE - REJECTION OF SHIPMENT DUE TO BAD QUALITY: PLEASE RE-SHIP

[NAME, COMPANY AND ADDRESS]

 

I have just received your shipment of [PRODUCT(S), ex. 100 sheets of 8x5 drywall], which we ordered on [DATE] (a copy of the sales receipt is enclosed).  Since I know of your reputation for quality, I was surprised to find that [STATE NATURE OF BAD QUALITY, ex. a good portion of the shipment was cracked].  Nonetheless, I am certain that you will be pleased to re-ship our order.  [STATE WHAT WILL OR HAS BEEN DONE WITH CURRENT SHIPMENT, ex. Your trucks have taken the original shipment back to your premises.]

 

Sincerely,

SAMPLE - POSSIBLE FRAUDULENT INVOICE

[NAME, COMPANY AND ADDRESS]

We are receipt of your invoice #[INVOICE NUMBER], dated [DATE].

The products described in your invoice were never ordered by us, nor do we have any records of dealings with your company. We also recall having received similar invoices for unsolicited goods from you in the past.

We view this practice as unlawful and unethical and we have notified the authorities accordingly.

Sincerely,

SAMPLE - YOUR INVOICE IS INCORRECT

 [NAME, COMPANY AND ADDRESS]

I am in receipt of your invoice #[INVOICE NUMBER], dated [DATE].

I believe there has been a slight mistake.  [STATE NATURE OF MISTAKE, CITING AND ENCLOSING SUPPORTING DOCUMENTS, ex. As per our order #23345 and shipment receipt (which I have enclosed for you), we ordered and received only five A465 compressors, as opposed to the six invoiced.]  Please check your records and inform me if I am incorrect.

I request that you send me an updated invoice at your earliest convenience so that we may process your payment.

Sincerely,

SAMPLE - YOUR ACCOUNT STATEMENT IS INCORRECT

[NAME, COMPANY AND ADDRESS]

I believe there has been a slight mistake.

I have just received your [DOCUMENT, ex. your account summary for June].  Unfortunately, I am unable to reconcile your invoices to the $[AMOUNT] figure you state as my account balance.  My records indicate as follows:

INVOICE/PAYMENT                                    AMOUNT

[LIST INVOICES AND PAYMENTS]

I have taken the liberty of enclosing copies of the above invoices and checks.  Please check your records to determine the source of the discrepancy and call me at XXX-XXXX once the difference has been reconciled.

Sincerely,

SAMPLE COMPLAINT - DISPLEASED WITH TEMP

[DATE]

[NAME, COMPANY AND ADDRESS]

I regret that we have had a less than satisfactory experience with [NAME, ex. Smith Johnson], whom you sent to us as a temporary [POSITION, ex. secretary] on [DATE, ex. June 10].  [STATE NATURE OF DISSATISFACTION, ex. Her curt nature of dealing with customers on the phone resulted in three separate complaints made to me by displeased callers.]  {Unfortunately, I was forced to let her go [TIME, ex. after the first day]}.

Since I know your firm to have reputation of providing decent services, I am confident my experience is merely an uncommon aberration.  Nonetheless, I trust this information to be useful to you.

Sincerely,