Complaint Response Letter, Sample & Format

Complaint Response Letter

Introduction:

Despite how well a company may carry out its tasks, there are always chances that mistakes may occur due to human error as well as circumstances beyond our control. Incidents, where the customer is dissatisfied with the product or service rendered, may lead to a complaint being registered to address the issue. How one deals with such a situation goes a long way in maintaining the reputation of the company.

A Complaint Response letter is written in response to a complaint received. This letter projects the professional and good image of the company that cares about its customers and the feedback given by the customers even if they are complaints. Response from the company indicates the openness of the company to resolve the unfavorable situation and to improve its services. One must be cautious to avoid any altercation or rash response when it comes to responding to such letters as it adversely affects the company’s standing in the eyes of the consumers.

Sample Letter:

The following is a sample of a Complaint Response Letter.

 

To,

Billie G. Rigby

800 Riverside Drive

Blairsville, GA 30512

 

DD/MM/YYYY

 

From,

Customer Service

Golden Globe Enterprises

5540 Maple Lane

Alexander City, AL 83922

 

Subject: Response to Complaint

 

Dear Sir,

Thank you for your letter dated DD/MM/YYYY, which related your purchase of one of our products, a blender machine. Golden Globe would like to thank you for your feedback on our product, and we appreciate your time taken to write into us with that information.

We are writing in response to your complaint about the poor performance of the PROMAC BH780 blender. After some thorough investigation, Golden Globe has found a manufacturer’s defect in your said blender, the PROMAC BH780 model. The manufacturer, PROMAX, has acknowledged the motor defect and has agreed to offer you another of its model, one of the latest in the market which is the higher spectrum of performance. It will be offered to you at no extra cost, as a token of our appreciation for your concern on our product. Kindly come and collect this product at our office as it is already delivered to us by PROMAX. We appreciate your patience in this situation. We would like to apologize for the inconvenience caused due to this mishap and we hope that you find the solution to this issue to your liking.

Once again we would like to thank you for your continued patronage of Golden Globe Enterprises.

Yours sincerely,

Customer Service

Golden Globe Enterprises

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