How to Write a Consumer Complaint Letter

Every day dissatisfied consumers choose to throw away their rights by not even attempting to resolve problems they have with a product or company assuming it will only lead to more frustration and anger. 

Consumer rights are protected by both the U.S. and individual state governments. Additionally, consumers have the right to file complaints via their local Better Business Bureau, Attorney General, etc., and, when all else fails, sue the responsible company.

To lodge an effective complaint, you must conduct yourself in a calm, professional manner. Calling company representatives yelling and using streams of expletives will accomplish nothing but raise your blood pressure.

What should you do? First and foremost, keep all of the original packaging, instructions and receipts and read the warranty to learn the return process.

Protect against every eventuality. Keep records of every person you talk to, telephone numbers, letters written, etc. Include the representative's name, the time and date, and the response you received.  Copy, copy, copy! All correspondence sent or received, receipts, the warranty - everything should be copied. If something were to go awry at any point, you will need these documents to pursue the matter legally.

Typically the first step to take is to attempt to return the item and get a refund. If the first representative you contact says it is not possible, ask for a supervisor then a manager. Just ask who is next on the food chain and keep going.  

Your next step is to move on to the company responsible for honoring the warranty. You will need to make a copy of your receipt to include with your letter. Don't give up the original receipt until you know with absolute certainty the issue is resolved. Even then, make a copy for yourself as well as any letters you have sent or received and the warranty.

Make every effort to obtain the name of the president of the company or another person with the power to rectify the situation. If necessary, search the web for a company website to obtain the names of  the executives. Investment websites such as CNBC may also contain the names of executives.

Complaint letters need to be written in standard business format. Your name and address will be at the top of the letter or in the letterhead. You can include your telephone number and email address if you wish. After the date, put the name of the representative, the person's title and the company address, then the salutation. 

Your first paragraph is the history such as: On December 23, 2009, I purchased the new Acme Grill at Wallyworld located at whatever. A copy of the receipt is enclosed. I have had problems with both the grill and the service I've received in my attempts to obtain a refund or an exchange.

My specific complaints about the grill are: fill in the blanks with as many specific points you can make in a clear, concise manner while still including all of the details. 

The next paragraph includes the details of your problems with the service: I brought this situation to the attention of the service desk representative, Pain Doe, at Wallyworld, 999 Wally Road, Big City, Georgia, on December 28, but was told it was a sale item (or must be returned to the company, etc.) and could not be refunded nor exchanged. I then requested to speak with a supervisor, Grouch Doe. He also refused to take care of the matter and was rude. The assistant manager, John Doe, and the store manager, Jane Doe, were equally rude and unhelpful.

As this matter is covered by the warranty, I am requesting a prompt exchange or full refund of not only the purchase price but the expenses incurred in attempting to resolve this matter. If you send a new grill, I will accept it with the condition that if it too is faulty or unacceptable, I will receive a full refund of all costs incurred. I also request you conduct an investigation of this store as they are poor representatives of  your company. (It's unlikely you will receive a refund of your extra expenses, but it doesn't hurt to ask).

If necessary, you can reach me at 701-555-5555 or at 701-555-5551 after six p.m. Monday through Friday.

Your quick response in resolving this matter will be greatly appreciated.

If this letter does not elicit an appropriate response, your next letter should be more stern but still calm. Inform them you will be filing complaints with the Better Business Bureau, the Attorney General, watchdog websites, news outlets - basically anyone you can think of but you must be willing to actually take those steps. You can also write letters to the editor in your local newspapers. Become this company's public relation nightmare. While you're on a roll, you should probably throw the retailer into the mix as the problem started there. 

Your final action will be to file a claim in small claims court. This is not expensive and you will not need an attorney.

For more information, you can visit the Federal Trade Commission's website as well as numerous others. The statutes of the Universal Consumer Code govern this matter, however, the Internet has a wealth of information to assist you.