Introduction

A Customer can always raise a complaint with a company if they are not satisfied with the product or service that has been provided to them. Different companies have different ways to deal with customer complaints, but it is essential for a company to address these complaints to make sure that they do not lose customers and thus manage and improve any problem that rises about the product or service with the customers.

The company writes a Customer Complaint Response Letter in response to a customer’s complaint that is received. Such a letter is a good reflection of the company that it is serious about its good image to respond to its customer’s complaint as quickly as possible as well as makes the customers feel valued. This letter will keep customers loyal to the brand. The letter assures the customer that their feedback is valued and the company would make all necessary efforts to improve the quality of their product or service.

 

Sample Letter

The following is a sample of a Customer Complaint Response Letter

From:

Customer Services

Silver Maple Corporation

5540 Maple Lane
Alexander City, AL 83922

DD/MM/YYYY

To:

Alice F. Klein

3719 Dogwood Lane
Tucson, AZ 85718

RE: Response to Complaint

Dear Madam,

On behalf of Silver Maple Corporation, we are writing in response to your complaint letter, dated DD/MM/YYYY, which informed us of your dissatisfaction over one of our products, DG3029, an electric water jug.

From our records, the said product was purchased on DD/MM/YYYY, and it has a three-month warranty on its parts. We understand that the product was bought during the annual company sale where it was part of the ex-stock listing.

It was already mentioned that there is no warranty on these sale products as they go on an ‘as-is’ basis. Testing of the product should have been conducted at the sale site prior to purchase. Hence, we can only offer a replacement of its parts with cost while waiving any service charge on its repairs.

We apologize for any inconvenience caused. Our Corporation strives to provide top quality products to our customers, and it is unfortunate for us if a product fails. Your satisfaction is of utmost importance to us. But, as the product was on the annual company sale, according to company policies, we cannot replace or repair it free of cost as it is not covered under warranty. Please bring your product in for the necessary repairs if you wish to take up our offer.

Thanking you.

Your Sincerely

Customer Service

Silver Maple Corporation