At one time or another, we have all had a bad experience at a hotel, restaurant, department store, or with an online customer service representative. For some reason, we generally dismiss it and after venting on Facebook or Twitter, we just go about our business? Why is that? If you are unhappy and feel you were wronged or shortchanged, why not do something about it?
Writing a quality complaint letter can be very beneficial. If the letter is well thought out and accurate, many companies will contact the writer and offer to “make things right.” In many cases, the rectification far exceeds the product or services that were initially the problem. So, why not write a complaint letter?
Your letter needs to be brief and get right to the point. You first paragraph should give background as to what happened and why this is important to you. Hopefully, you will have documented the time and date when everything happened as well as any comments (in applicable) an employee made to you regarding the situation. Identify the problem and avoid getting emotional…just some interesting facts.
The second paragraph should outline how you would like to see the situation rectified. Be realistic in your demands, as letters requesting outrageous settlements are often dismissed as scams. For instance, if your meal subpar but the server and managed refused to replace it, ask for a gift certificate for a free meal. If your product is not working properly, simply ask for it to be replaced with a new item that has been checked and it is working.
Your last paragraph should be written in a positive tone. Tell the individual you are grateful for their time. Offer positive feedback about the company, such as, “I have eaten here numerous times, and the meals have always been satisfying.” This might lend a more sympathetic ear to the complaint in that you are letting them know that you are loyal customer and merely want what previous experiences have led you to expect from this establishment.
Finally, type your name at the bottom of the letter and actually sign your name. At the top of the letter should be your contact information, including phone, mailing address, and email. The letter itself should be addressed to either the customer service department, or better yet, the manager in charge of the operation (make sure it is not the manager you have already had interaction with, as it should go at least one level above that manager). If the operation is a chain or corporate set-up, send the letter directly to their main offices.