Letter of complaint following the delivery of goods a.. We have received today the consignment as per our order 765YT dated 16th May.. On examining the goods we noticed that 100 items w
Trang 11 Prepared by Ms Ta Thanh Hien
1 Letter of complaint following the delivery of goods
a Refer to order 1 We have received today the consignment as per our order 765YT dated 16th May
2 We are writing to complain about the consignment of we have received from you
3 We are writing with reference to our order No 56439 for 250 garden tables
b Explain what the
problem is
4 On checking the contents of the delivery, we found that some had been damaged
5 We regret to inform you that the boxes in which the clothes where packed were damaged in transit
6 Checking the content against your invoice we estimate that 30 coats have been stolen
7 When we examined the shoes, we discovered that the leather is not up to the standard of the sample you sent us
8 We regret to say that some of the material is of very poor quality and the colour is
of a different shade from the one we ordered
9 When we unpacked the items we found that they were of a completely different type from the once we ordered
10 On examining the goods we noticed that 100 items were dispatched instead of
150 as we had requested
11 We regret to have to inform you that 35 items are missing, although both the packing list and the invoice enter the correct number of items
c Ask the supplier to
take action
If possible, suggest
a solution
12 As you arranged for shipment, we suggest that you get in touch with the forwarding company responsible for delivery
13 We are prepared to accept the consignment despite the inferior quality of the goods, provided you grant us a 15% reduction in price
14 Please get in touch with us as soon as possible and let us know what we should do whit the consignment
15 Would you make arrangements with your forwarding agent to send us the correct consignment as soon as possible and pick up the wrongly delivered goods?
16 The best solution would probably be for us to return the wrong items to you
d Request response 17 We look forward to receiving a response to our complaint
18 We would appreciate a prompt reply from you
19 We look forward to receiving your comments on our proposal
2 Replies to complaints following the delivery of goods
a Acknowledge
receipt of complaint
and express regret
20 In response to your fax of 5th November, we were surprised to hear that you were not satisfied with the consignment of handbags which we sent you last week
21 We were very sorry to hear that you were delivered the incorrect type of goods
22 We were very surprised to learn that you received 200 items instead of the 250 you had ordered
b Provide suitable
explanation
23 The damage may have resulted from inadequate packing
24 We checked with our packing department and they assured us that they followed your detailed instructions regarding how the goods were to be packed
25 However, we would like to point out that the models were based on the design you sent us and that they had been approved by your Creative Director
26 The wrong delivery was due to a mistake in our dispatch department
27 The mistakes were due to faults in our computer which have now been put right
c Indicate solution to
the problem
28 We have taken up the matter with the manufacturers who have assured us that they will tighten their quality control procedures
29 We are sending you 40 jackets to replace those which were damaged You should receive them by the end of the week
d Apologize again and
refer to future
business relations
30 We apologize again for any inconvenience caused by this delay We can assure you that your future orders will receive our most careful attention
31 We are extremely sorry for any inconvenience and hope that an accident of this nature will not happen again