How to Write a Letter of Complaint to the Shop Manager

Complaint letter example for bad product

1st November 2022

Dear Sir/Madam,

I am writing to you today concerning a new phone I purchased from your store last week. It has recently come to my attention that the camera is not working, so it is impossible to take photos on this phone. A non-functioning camera makes the phone useless and an absolute waste of money! As a result, I am requesting a refund from your store immediately, or else I will have no choice but to escalate this problem.

The fault was immediately apparent as the phone was not waterproof as advertised. After using it only once in my pool, it failed to take photos. The camera does not work as advertised by yourself or the manufacturer; therefore, this seems like false advertising.

I request that you rectify this immediately. If you do not, I will escalate the issue further and consult my local trading standards office about the matter.

I hope you can resolve this matter as soon as possible without further ado.

Yours faithfully,

Simon Brown (Customer)

How would you write a complaint letter to a store/shop manager?



Writing a complaint letter

First, make sure you address the letter to the correct person. If you don't include their name, it will go to someone who has no idea what your complaint is about! Remember that if there are people directly involved with the problem, mention their names as well.

Second, explain what's wrong in a concise manner. You must be specific so that this person knows what they need to do. The more information you provide them with, the easier it will be to remedy the situation later.

Thirdly, state what action they should take. This part of your letter needs to include all of your demands or expectations from this company. Mention any deadlines by which you expect things to have happened by and don't forget to include what will happen if this company fails to meet your requirement.

Fourth, include all your contact information in case they need to get in touch with you. Include your name and postal address (which you should already have included at the top of the letter). You should also provide them with your phone number.

Finally, end your complaint letter by thanking them for their time before signing off politely.

To help inspire you when writing a formal complaint letter about faulty products or poor service, here are some example complaints which customers have sent to various companies.

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Complaint Letter Template

[Add your address & phone number]
[Name of company & address]
[Date]
Dear Sir/Madam,

[Reference: purchase/transaction/ receipt number]

On [date], I [bought/purchased/ordered] a [product name] which I received on [date]. Unfortunately, it has the following problem(s): [explain the problem(s)].

The Consumer Rights Act states that all goods must be fit for the intended purpose and of satisfactory quality. As your company is in breach of contract and I am rejecting the [item], please refund the amount of [price] paid for this transaction. I also need you to let me know if you will collect the item or reimburse me for the cost of returning it to you.

Unless I receive a satisfactory settlement proposal within seven days of the date on this letter, I intend to file a claim against your company in the county court for the amount previously stated.

Yours faithfully,
[Your Name]

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