You ordered a glass vase online. It arrived cracked, with poor packaging.
Question:
You ordered a glass vase online. It arrived cracked, with poor packaging. The returns form was missing. Write a letter to the customer service manager. Include:
- The condition of the item and packaging
- What you have tried to do
- What you expect the company to do
Model Answer (Formal – 202 words):
Dear Sir or Madam,
I am writing to formally complain about a fragile glass vase (order reference #V7890) that arrived on 10th March in a damaged and unusable condition.
Upon opening the outer cardboard box, I was dismayed to find that the vase was wrapped only in a single layer of thin bubble wrap, with no additional padding or fragile warning labels. The box itself had no internal dividers. As a direct result, the vase has a visible crack running from the rim to the base, and a small chip has completely detached. The item is therefore worthless.
Regarding my attempts to resolve this, I immediately visited your website to print a returns form, but the link marked “Returns” is broken. I then called your helpline three times over the past week, but each time I was placed on hold for over fifteen minutes and then the call was terminated. I also sent an email to support@yourstore.com with photographs of the damage, but I have received no reply whatsoever.
I therefore request a full refund of $65.99 to my original payment method, along with a prepaid shipping label for me to return the damaged vase. If I do not hear from you within seven days, I will initiate a chargeback through my credit card provider.
Yours faithfully,
Sarah Chen