Writing a complaint and bad news letter was another opportunity for me to practice using ‘you-attitude’. I had to write a complaint letter using a polite but firm tone to express my dissatisfaction and request a refund. The second part of the assignment was to write a letter responding to the complaint where I had to give bad news stating in a delicate manner that I could not offer a refund. These two letters took a lot of time to complete as they required a lot of tact; however, I feel the outcome was successful, and I conveyed the message sensitively.
Complaint Letter
The Kings Arms, 392 New Kings Rd, London, United Kingdom SW6 4RN
(020) 7649-2387 (Tel) mmurray@wadworthbrewery.com (Email)
17th July, 2022
Distribution Office
Brakes Bar and Restaurant Supplies
117-119 Old Brompton Road
London, United Kingdom SW7 3RN
Attention: Mr. James Smith
Dear Mr. Smith,
Your company has been supplying the Kings Arms with liquor and beer since our opening in 2015. For seven years you have perfectly fulfilled our orders and delivered to us promptly. We have always been able to rely on your service. However, your service last week has caused us a lot of upset and trouble.
On July 7th, we placed our usual weekly order (order number: 582936), which included a request for six bottles of Gray Monk Merlot (Product number: 376-746). Our order was delivered on time on Monday, July 11th. Everything arrived except the Gray Monk Merlot. Instead, we received six bottles of Echo Falls Rosé.
I have checked the order we placed on July 7th to ensure that we did not accidentally order the wrong item. However, our order does show that we requested six bottles of Gray Monk Merlot, not Echo Falls Rosé. Therefore, I believe the misunderstanding is on your end. We are fully stocked with Rosé. However, we desperately need Merlot as our supplies are running low and we have a major event next weekend. I am hoping that we can arrange for the missing Merlot to be delivered to us in exchange for the unneeded Rosé.
I hope we can fix this misunderstanding by early next week as I need the Merlot in time for next weekend.
Best wishes,
Matilda Murray
Bar Supervisor
Bad News Letter
Brakes Bar and Restaurant Supplies, 117-119 Old Brompton Road, London, United Kingdom SW7 3RN
(020) 3473-2787 (Tel) (020) 3473-2788 (Fax) Jamessmith@Brakes.co.uk (Email)
18th July, 2022
The Kings Arms
392 New Kings Rd
London, United Kingdom SW6 4RN
Attention: Ms. Matilda Murray
Dear Ms. Murray,
Thank you for informing me of the issue. We greatly appreciate your pub’s business and pride ourselves on delivering excellent service. I am incredibly sorry to hear of the mistake in your order.
I, of course, understand why you would like to exchange the Rosé for the Merlot. Our company policy is that the receiver must check over all deliveries before signing to ensure that no mistakes have been made. Signing for the delivery means agreeing that the order is satisfactory. I have checked our records, and it says that the delivery was signed by an employee, Jack Williams. By signing for the delivery, Mr Williams agreed that the order was fully completed and approved the payment. Unfortunately, once signed for the delivery cannot be returned or refunded. We cannot legally resell items for consumption, which is why we have such a strict policy. Thus, I am sorry to say I cannot provide you with the Merlot in exchange for the Rosé.
If you would like to replenish your stocks by requesting extra Merlot in your next order, I will personally ensure it is delivered to you and will provide you with a 20% off voucher as an apology for the inconvenience. Please feel free to contact me if you wish to discuss the issue further.
Best wishes,
James Smith
Head of Distributions