How to Write a Consumer Complaint Letter

You've waited in line, online, or with the phone cradled in your neck, fuming about  a subpar product or service you have received -- or perhaps one not received. You want justice, fairness, action! You demand...what?

Be Specific About What You Believe You Are Owed

Defining what it is you want as reimbursement for your inconvenience of time, energy and money is the first step. What is a reasonable request to the company that will satisfy your needs and soothe your ruffled feathers? Again, this bears repeating--a reasonable request. You may have received an undercooked dinner. However, requesting the restaurant to compensate you the entire bill for a party of ten or free meals for a year is probably going to be viewed as unreasonable. Consider the real value of the product or service plus the value of your time spent in getting the problem reviewed and corrected. Be prepared to back up your claim with receipts, quotes, phone logs and/or a description of the product or service as originally outlined or advertised by the company or service coupled with the actual delivery of said product or service. Remember, vague requests can be as unproductive as unreasonable ones. If you're unsure of what you want, the company is apt to dismiss your claim as a rant or offer less than what you believe you deserve. Vent to your dog, your friend or your spouse. Get your anger out, then sit down and write.

Outline Your Case

Following a mishap, as soon as it is convenient, jot down notes of the circumstances surrounding your situation. Was the restaurant crowded? Was it on a holiday or during a special event? Were customers around you complaining? Did staff appear unprepared or untrained? Note the specific day, time and location. Did the performer you arranged to entertain at your child's birthday party arrive late or not at all? Note the contact person and how you contacted them, as well as the date, time and location on which you scheduled/ordered. Be specific with as many facts as you can recall. However, it's probably wise to leave out that your spouse irritated you by disappearing to play a round of golf or that the day was too hot/too cold/rainy/snowy, etc. Try separating irrelevant facts from those that specifically affected the performance of your product or service. They may be relevant to you but probably have little or no bearing on the problem at hand, and only serve to distract from getting you the satisfaction you are looking for. This includes personal tirades, profane language and subjective opinions. The child's party performer arrives late and disheveled saying they were delayed by traffic or an accident. It isn't accurate, or in the best of tastes, to proclaim to the service that they probably stopped off for a drink or just didn't want to be there. Keep in mind you may be asked to prove any statements you make--and be prepared to do just that.

Open with a respectful introduction, including a name. If you do not have a specific contact, research to find the company's decision-maker who has the authority to negotiate. This may be the marketing/advertising director, human resources person, IT supervisor or maybe the President or CEO. Should you be unable to find a name (or title if appropriate), then begin with a general "Dear ABC Company" or "To Whom It May Concern". Check and double-check the recipient's address. If you don't care enough to get the company's address correct, they will probably not care enough to address your concerns -- leading to even more veins a-popping.

Your first paragraph should set up the problem as concisely as you can. State specifically what your original actions were. You ordered, scheduled, called, visited, registered for such-and-such. Insert your notes as outlined above. Include item numbers, copies of packing slips, etc. (do NOT send originals). Keep sentences short and to the point. Try to be grammatically correct and business-like (unemotional) in your language. Use a spell-checker. Have someone else proofread your letter. Do not assume the company or service will understand unique references, such as, "We were in the park down by the old schoolhouse" or "I called sometime last month". Such vagueness will only add to the time needed for the company to understand the details of your complaint and will only worsen your headache. 

State What You Want

The second paragraph presents your claim. Whatever you defined as your reasonable request for settling a particular grievance can now be addressed. If parts were missing from an order, state that you want those missing parts sent free from any shipping/delivery charges. If the restaurant gave you poor service or an untasty meal, ask to receive a complementary appetizer/entree/dessert or coupon for your next visit. If you're completely unsatisfied and desire no future contact with the business, request a refund and that you believe it is best to part ways. Most companies want to address the problem. They want to keep you as a customer. For every person who sends a complaint letter, a business can stand to lose many other customers (translation:  revenues) as word spreads. People are eager to share bad reviews. Check out the postings on websites and message boards. In today's "instant access" world, negative feedback can result in cancellation of services and return of products that number in the hundreds, if not thousands--all with a few keystrokes. 

Accentuate the Positive

Remember the old adage "you collect more bees with honey"? Close your letter with a smile -- even if that smile is through gritted teeth. Thank the addressee for their time and recognition of your problem, along with your hope for a timely response. Be sure to include your contact information and the best time and method to contact you. Keep a copy of your letter. If you close with "Sincerely", chances are good that the company will treat your problem sincerely.