Formal Letter of Complaint HN2

​What is she doing?

​Dear Sir/Madam,

1 I am writing to complain about the quality of the service in your company.

2 On 3 August this year, I purchased a set of BestChef knives from your website. It arrived on time, but when I opened the box, I found a set of teaspoons. This was most inconvenient because I need the knives for my college course.

3 I returned the set of spoons immediately and sent an email explaining why. I received an automated response. Two weeks later a package arrived. Unfortunately, the package contained the same set of spoons as before! I called your company to complain but didn't manage to speak to anyone. To make matters worse, I had to pay for the calls.

4 I feel you should improve the quality of your service. In your returns policy on your website you promise a prompt refund or exchange if anything is unsatisfactory but sadly, that is not true. This is unacceptable. You should also employ people to answer emails and phone calls instead of using automated responses.

5 I believe you should send me the knives I ordered with a refund of £89 as compensation for the inconvenience that it caused. I look forward to your reply.

Yours faithfully,

Ella O'Connell   

Match

In pairs, look at Ella's letter again. Match paragraphs with their contents.

• Paragraph 1

• Paragraph 2

• Paragraph 3

• Paragraph 4

• Paragraph 5

The reason for writing.

What went wrong & the problems it caused

What Ella did/the other problems she had

Suggestions to improve/the service

The type of compensation Ella wants.

• The reason for writing.

• What went wrong & the problems it caused

• What Ella did/the other problems she had

• Suggestions to improve/the service

• The type of compensation Ella wants.

Match

Match the underlined expressions in Ella's letter with their paraphrases.

• Another problem was …

• It was a big problem.

• I expect you to write back to me.

• I can't tolerate this situation.

• I feel sad to say …

To make matters worse …

This was most inconvenient.

I look forward to your reply.

This is unacceptable.

Unfortunately …, sadly …

• To make matters worse …

• This was most inconvenient.

• I look forward to your reply.

• This is unacceptable.

• Unfortunately …, sadly …

Labeling

Label the parts of the email.

Drag labels to their correct position on the image

Paragraph 4

Paragraph 2-3

Formal beginning & ending

Paragraph 5

Paragraph 1

Labeling

Then put the paragraphs in the letter below in the correct order.

Drag labels to their correct position on the image

7

3

6

2

4

5

Multiple Choice

Can you tell me what your .......................... is?

• Service

• Serviceability

• Returns' police

• Returns policy

Multiple Choice

I'm not happy with the glasses I ................................... from you last week and I'd like to  ............................... them for smaller ones.

• return/exchange

• Purchased/exchange

• Returned/exchange

• Returns policy/ordered

Multiple Choice

I think you should give me a ............................. because the  .................................. you sent me was faulty.

• Bargain/refund

• Product/guarantee

• Refund/product

• Product/Refund

Multiple Choice

I enclose the ..................... and I look forward to your reply.

• Discount

• Refund

• Recepie

• Receipt

Multiple Choice

I'm still waiting for the plates I......................... from your company last month.

• Received

• Order

• Receive

• Ordered

Open Ended

Complete the sentences with a/an or the.