III. Parcel Missing

Dear Sirs,

We were very much surprised to learn from your letter of the 15th October that the parts you ordered on the 10th September have not yet arrived. These parts were dispatched by parcel post on the 27th September and should have reached you long ago.

We cannot understand this delay and would suggest that you ask the postal authorities to make investigations concerning the missing parcel.

Yours faithfully,

IX. Complaints and Adjustments

Complaints Concerning Goods Delivered and Adjustment of Complaints

Complaints Concerning Goods Delivered

A complaint is made by the buyer if the wrong goods have been delivered, if the goods received are defective or damaged, if the quantity is not right, etc.

The letter of complaint (or: claim letter) must indicate clearly what is wrong. The seller cannot take any action unless he is informed exactly of the nature of the defect, extent of the damage, etc. The complaint should also contain such details as order number, date of order, or arrival date, to enable the seller to identify the consignment in question. The buyer usually requests a particular adjustment, but he may also ask the seller to make suggestions as to how the matter could be settled.

If the buyer has received the wrong goods, goods that are unsalable or otherwise of no use to him, he is entitled to reject them. Should he still be interested in the delivery of the proper goods, he demands a replacement.

Adjustment of Complaints

When a complaint is received from a customer, the supplier investigates the matter. If a decision cannot be made immediately, the supplier should write a brief acknowledgment informing the customer that his letter is receiving attention.

Depending on the circumstances, the seller may grant the buyer's claim, refuse it, or offer a compromise.

If the seller finds that he is to blame, he should frankly admit his fault, offer his apologies, and make a prompt adjustment.

Should it turn out that the buyer himself is responsible for the defect, the seller will, as a rule, refuse buyer's claim. Sometimes, however, in such cases, the claim is granted, or a compromise is made, in the interest of good business. The action taken depends on seller's adjustment policy, the type of customer concerned, and the circumstances of the particular case. Unfounded complaints made by customers who try to take advantage of the supplier are, of course, always refused.

Specimen Letters

I.American Company Complains About Drive Belts of Sewing Machines

Siehl & Co. KG

Karlsruhe, Germany

Gentlemen:

In execution of our order of January 24 you sent us ten industrial sewing machines for our factory.

We have been very much surprised to find that the drive belts for these machines, which are made of some sort of plastic material, tend to disintegrate within a short time. This has rendered the machines completely useless to us and has caused us considerable inconvenience.

We are returning the ten defective belts by airmail and request you to replace them free of charge, as soon as possible.

Please let us have your comments regarding this matter. We hope that a repetition of the trouble can be avoided in the future.

Yours very truly,

Elite Garment Company