Be sure to check out the warranties and guarantees that come with the particular product. For example, if you have a warranty on a product and you damaged the product, you may still be able to get a refund or a replacement. However, if you are responsible for damaging a product (such as dropping it on the floor) and it did not come with a warranty, you may just have to chalk it up as a loss and move on. If the purchase you are dissatisfied with required at-home assembly (such as furniture), check that you’ve followed all the instructions. In some cases, it may be that you missed a step and simply haven’t set it up correctly. You can also call customer service for assistance regarding this. If a product is sold “as-is” it will be difficult or impossible to get a refund as the consumer assumes all the risks that may come with purchases marked “as-is. ”[1] X Research source
If you are requesting a refund from a large company, you should call customer service first and tell them your concerns. If they are not able to satisfactorily handle your complaint, request the name of the appropriate person or department and mailing address for your letter. If you are dealing with a smaller company or store, look on the receipt or purchase order to find contact information. Send your letter to the person or address that is listed on the receipt. If there is no information on your receipt, call the store or check the website for information about refunds and returns. If you are looking for contact information online, you can typically find a customer service number at the bottom of the website page or by clicking a link that says “Contact Us” or “Contact Information. ” Websites also typically have a search bar at the top of the page, so you can search for “customer service” or “contact information. ”
Provide copies of all receipts, invoices, purchase orders or other supporting documents. The documents should list the date of purchase, cost of the merchandise or service, and payment information. If you already spoke with customer service and they were unable to solve your problem, write down their name as well as the date and time of the call. You can then include this information in your letter as proof that you already tried to resolve the situation but had to resort to writing a letter of complaint.
You can browse the Internet for sample letters. Below is one example, but remember this is only a template and you should write your own letter that details your specific situation. Return address and date To Whom It May Concern: I am writing regarding the lamp I purchased through your website. I have bought other household items through your website and have always been pleased with your prompt shipping and the quality of past items. However, upon receiving this particular order, I found that the stand of the lamp missing and therefore could not properly set up my lamp. I would like to request a full refund or an exchange for a functioning lamp. I have bought other products through your website in the past and have always been a satisfied customer up until now. Attached is my proof of purchase. I trust that you will respond to this matter promptly. Thank you for your time. Sincerely, John Doe
One approach could be “praising with faint damn” or praising first and then complaining second. [2] X Research source For example, you could start your letter by saying “As a long term customer of your business, I am usually impressed with your services. Unfortunately, I can no longer say this is the case as the last service I received was extremely unsatisfactory. ” If you’re a first time customer, you could start by stating a positive aspect of the product or service or by emphasizing your excitement. An example opening line is: “I was excited to try out your services” or “Your product was recommended by several friends but I was ultimately disappointed. ”
Keep all receipts, emails, or any other evidence of past interactions as the company may ask for these materials to move forward in addressing your complaint. Whenever you speak to a customer service representative, be sure to ask for and write down their name so that you can reference them in your letter as further proof of the steps you took prior to writing the letter.
For example, instead of just writing that you received a damaged item, explain exactly how the item was damaged and also clarify why the damage is not your fault. That way, you can preemptively ward off any attempts from the company to blame you for causing the damage. A sample description could be: “I opened the package containing my purchase and found that pieces of it had broken off as there was no styrofoam or other packing material to protect the item during shipment. ” If you are complaining about never having received an item or an incomplete service, add any details you can think of that make it clear why the company is at fault. For example, you could write, “I was told to be home during the hours of 12 and 6 pm, yet the servicemen never arrived and I was still charged for the service. I should not be expected to pay for a service that I never received. ”
In writing about their dissatisfaction, many people tend to forget to ask for specific compensation in their letters. Remember that your ultimate goal is to receive compensation, not just to vent.
Some larger companies may have written policies on their website to let you know how long you should expect to wait for a response. However, if you can’t find any information about what a reasonable wait time is, try calling customer service or the business owners (if it’s a smaller business). If you cannot get in touch with anyone, expect to wait anywhere between two weeks to a month for a response.
Use the law to your advantage. One way to close your letter is by reminding the company of your rights as a consumer. One increasingly recognized consumer right is the right to be heard, meaning that the concerns and interests of consumers must be heard and protected. [4] X Research source Reminding the company that you have the law on your side will encourage them to address your concern quickly and satisfactorily to avoid a potential legal battle. A possible conclusion to your letter could be: “Given that I received a brand new item in a broken/unsatisfactory state through no fault of my own, I expect a prompt and full refund. As a consumer, it is my legal right to receive what I purchased in working condition and, if that does not occur, for my payment to be fully refunded. ”
When signing the letter, write your full phone number, email address and home address below. That way the company will have no excuse to not get in touch with you in the manner that is most convenient for them.
When closing the letter, write “Sincerely,” “Best Regards,” or a similarly formal statement before writing your name. Don’t include any postscripts, which are generally only appropriate in informal letters. Also, any information you need to convey should already be in the body of the letter so a postscript should be unnecessary.
If you receive a form letter in response, don’t give up. Instead call customer service or whoever you spoke to prior to writing the letter to let them know you are not happy with their stock response and that you would like them to re-assess your complaint. Sometimes companies expect customers to just give up once they receive a form letter, but if you continue to raise a fuss, they will take your concern more seriously.
