The Complaint Email

In bold: key vocabulary. Tap any word in the text to see its definition.

Subject: Wardrobe delivered incomplete (order 48213). Dear Sir or Madam, I am writing to express my dissatisfaction with my recent purchase. The wardrobe was delivered on Monday and assembled by two of your employees, who left after forty minutes. Only when I opened it that evening did I discover that the left door had not been included. I have now been living with an open wardrobe for four days. Had the delivery team checked the order before leaving, I would not be writing to you now. As it is, I would be grateful for an immediate solution. Yours faithfully, Martin Hale

Subject: Re: Wardrobe delivered incomplete. Dear Mr. Hale, Thank you for contacting Oakline Furniture. We are sorry to hear about the inconvenience. Please be assured that your case has been forwarded to our logistics department and that you will be contacted within three to five working days. Should you have any further questions, do not hesitate to reply. Kind regards, Customer Service Team

Subject: Re: Re: Wardrobe delivered incomplete. Dear Customer Service, Three to five working days is not an acceptable answer to a man whose shirts are on display for the entire street. Should the matter not be resolved by Friday, I will be obliged to contact the consumer protection office and to share my experience on every review site I can find. Regards, Martin Hale

Subject: Re: Wardrobe delivered incomplete. Dear Mr. Hale, I am the delivery manager, and I would like to apologize personally. I have reviewed your order. The door was loaded onto the truck and, according to our records, signed for at your building on Monday at 2:15 p.m. It is now believed to have been delivered to the wrong apartment. Would you be so kind as to ask your neighbors? Sincerely, Laura Quiroga

Subject: Re: Wardrobe delivered incomplete. Dear Ms. Quiroga, Thank you for your courteous reply, and please accept my apologies for my previous tone. I spoke to the neighbor in 4B this morning. She confirmed that she had received a large wooden door on Monday. She also told me that she had been using it as a table for her plants, since she had assumed it to be a gift from the building. Had I not asked, she would probably still be using it. She returned it with a smile. I have now attached it to the wardrobe myself. Regards, Martin Hale

Subject: Re: Wardrobe delivered incomplete. Dear Mr. Hale, We are delighted that the matter has been resolved, and we are grateful for your understanding. As a gesture of goodwill, a voucher for a bookshelf will be sent to your address this week. It will be delivered by the same team, which has been instructed to check the address twice. Sincerely, Laura Quiroga

Subject: Re: Wardrobe delivered incomplete. Dear Ms. Quiroga, Thank you. One small request: could the bookshelf be delivered to apartment 4B? My neighbor has asked me to tell you that the plants have lost their table, and she insists that a replacement be provided. Yours faithfully, Martin Hale