When Your online ordered laptop arrived, you discovered that the laptop had a faulty keyboard and a scratched screen.
You recently bought a new laptop from an online store. When it arrived, you discovered that the laptop had a faulty keyboard and a scratched screen. The store’s return policy states that items can be returned within 14 days, but when you tried to contact customer service, no one responded.
Write a letter to the store manager. In your letter:
- Describe the problem with the laptop
- Explain what you have done to try to resolve the issue
- Say what action you want the store to take
Write at least 150 words.
You do not need to write any addresses.
Begin your letter as: Dear Sir or Madam,
Model Answer (Band 7+)
Dear Sir or Madam,
I am writing to express my strong dissatisfaction with a laptop I purchased from your online store, order number #LT7829, which arrived on 10th March.
To begin with, upon unpacking the laptop, I noticed a visible scratch running diagonally across the screen. Worse still, several keys on the keyboard, including the spacebar and the ‘E’ key, are completely unresponsive. As you can imagine, this renders the device practically unusable for work or study.
Regarding my attempts to resolve this matter, I have called your customer service hotline five times over the past week, but each time I was kept on hold for over 20 minutes before the line went dead. I also sent two emails to your support address, yet I have received no reply whatsoever. Given that your return policy clearly states a 14-day window for returns, I am concerned that the deadline is fast approaching.
I therefore request that you arrange for a full refund immediately and provide a prepaid shipping label for me to return the defective laptop. If I do not hear from you within seven days, I will have no choice but to lodge a formal complaint with consumer protection authorities.
I look forward to your prompt action.
Yours faithfully,
Samjhana Baraili
Why this is Band 7+
| Feature | Example from letter |
|---|---|
| Clear purpose & paragraphing | Each paragraph addresses one bullet point. |
| Formal but natural tone | “I am writing to express my strong dissatisfaction…” |
| Range of vocabulary | unresponsive, renders the device unusable, deadline is fast approaching |
| Complex sentences | “Given that your return policy states… I am concerned…” |
| Appropriate closing | Yours faithfully (as name is not used in salutation). |
| Polite but firm | “I will have no choice but to lodge a formal complaint…” |