Complaint letters that worked All three example letters shown here are real (with company names and identifying numbers intentionally changed). All three produced desired results. (Please see the November 2007 edition of EditPros News.) Sample letter No. 3           Mr. Joe Bleau Chairman & CEO Blunderbore Stores Inc. 1111 Main Street Figment, MD 23456 Re: shipping error and return policy problem Dear Mr. Bleau,     I made a mistake. I ordered merchandise through the Blunderbore Stores Web site with the expectation that the order would be processed properly. It was not, and I have been deeply embarrassed as a result. I thought that you, as Chairman and CEO, should be aware of the problems I encountered.     Intending to buy a birthday present for my son-in-law Bill Jones, I placed an order through your Web site on March 14, for a Pericolo Technologies brand 10.8 V Lithium-Ion cordless rotary tool at $69.99 (total on my charge card with shipping and tax: $83.32). The item is Internet/Catalog #1111-222-BB; Store SKU #000000. My order confirmation number was V-000000.     The shipment was delivered by UPS Ground late yesterday afternoon. When Bill opened the package, he didn't know what to make of it. The package did not contain a Pericolo Technologies power tool; inside was a burgundy-colored Loo Lair "designer series" padded toilet seat. A TOILET SEAT. For his birthday. He thought at first I was playing a practical joke on him, or sending him some kind of "message." When he and my daughter called late yesterday evening, they didn't know quite how to broach the subject. I, of course, had a lot of explaining to do. And so does Blunderbore.     The packing slip that came with the toilet seat indicates that the shipment is a 10.8-volt power tool. It also specifies that merchandise ordered through the Web cannot be returned to a local store; that agrees with language on the Blunderbore Web site.     Because it was after hours, I immediately went to the "contact us about your order" form in the "customer service" area of the Blunderbore Web site. I dutifully filled in all the fields including a narrative of the problem, and hit the "send" buttonãwhich generated another page that said: "Error: We're sorry. We are unable to complete your request." That, of course, merely added to my frustration.     So the first thing this morning I called your customer service office at (800) 000-0000. A courteous representative named Thelma explained that I would have to place a new order for the correct merchandise, even though she gave me a return authorization number (RMA 222-3333) for the incorrect shipment.     Now here's an even more surprising development: Thelma said that because the Pericolo Technologies tool falls within the "hazmat" category, my son-in-law cannot return it to Blunderbore by UPS. She said it has to be returned to a local store, contrary to the instructions in the package. That raises three peculiarities: How is a new, fully packaged small power tool a "hazmat" item? If UPS can ship so-called "hazmat" materials from Blunderbore to customers, what prohibits them from being shipped back using a return authorization? Of greatest relevance, the item to be returned is a TOILET SEAT!     Regardless, Thelma said that the item can be returned only to a local store. However, the packing slip that accompanied it in the box says "10.8-volt Lithium-ion cordless rotary tool." I can just imagine the response by a customer service representative in a store: "Sir, your packing slip says the merchandise is a cordless rotary tool. This is a TOILET SEAT."     Now you must understand that my son-in-law Bill, for whom I bought the gift, lives in Smallville, 325 miles from my home. I am wondering how the store can credit the returned merchandise to my account. Bill will not have my credit card. Please tell me how that will work.     I am now asking you or someone in your office to call a manager at the Smallville Blunderbore store to instruct them to accept the merchandise return and to properly credit my account. Furthermore, I would ask the designated person in the Smallville store to call Bill so he will know whom to see. Bill's home phone number is (000) 000-0000.     When I placed the new order with Thelma this morning, I asked her to arrange to ship the Pericolo Technologies tool by overnight express at no additional shipping charge, because it was intended as a birthday present. I thought that would be a reasonable accommodation to compensate me for my embarrassment as well as Bill for receiving a--if you'll pardon me--crappy birthday present. Thelma said "the system" would not permit her to do so. She said the power tool would be delivered on April 1. Under the circumstances, how appropriate is that?     If you can intercede in time to expedite shipment, I would appreciate that. The new order number is C000-000. I realize this must be a petty item for you. I'm aware that you previously held a position of authority within the federal government, and you have been a consultant to numerous federal and state agencies. I figured that since you are a man of integrity, you probably would want to be aware of these problems in your shipping department (where obviously greater attentiveness is needed) and in your return authorization policies. Here's how to reach me: office, weekdays, 8:30 a.m. – 4:00 p.m.: (000) 111-1111 home, evenings and weekends: (000) 222-2222 cell phone: (000) 333-3333 e-mail: thatsme@bcde.com Your response will have significant bearing on my confidence in Blunderbore. Sincerely, Purchaser's name   << Read sample letter No. 2    |    Return to EditPros News >>