Email templates – how to make a complaint about goods

Email templates about goods

It can be difficult to know how to go about making a complaint. So we’ve put together these templates you can use to help you stand up for your rights.

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How to –

How to reject faulty goods

Dear ...

[Name the appliance, make and if possible the model]

I bought the above [item] from your shop on [date]. It has serious defects.

[Describe problems].

I understand I am entitled to expect things I buy to be of acceptable quality. The [item] I bought does not reach this standard considering the problems I have had.

I am therefore asking you for a refund of the [amount] I paid for the [item] [or to replace the item with another in good working order].

A copy of my [receipt/guarantee] is enclosed.

I trust this matter can be resolved quickly and look forward to your early reply.

How to ask for a repair

Dear ...

[Name the appliance, make and if possible the model]

I bought the above [item] from your shop on [date]. It is faulty.

[Describe problems]

I understand I am entitled to expect the things I buy to be of acceptable quality. I am sure you will agree that in view of the above problems the [item] was not of a reasonable standard.

I am prepared to accept a repair of the [item] at no cost to me. If repairs can be completed quickly and effectively I will consider the matter settled.

Please contact me to arrange for the repair to be carried out. I consider 5 working days to be a fair time to have the [item] back in full working order.

How to reject goods not fit for purpose

Dear ...

[Name the appliance, make and if possible the model]

I bought the above [item] from your shop on [date]. I told the shop assistant I wanted it for [a specific purpose]. The assistant recommended the above brand and model.

When I tried to use it for the above purpose, however, [describe problem].

Obviously, the [item] was not fit for the purpose for which it was sold to me and I am asking you for a refund of the [amount] I paid for it.

I trust this matter can be resolved quickly and look forward to your early reply.

How to reject goods that don’t match their description

Dear...

[Name the appliance, make and if possible the model]

I bought the above [item] from your shop on [date]. When I made the purchase your salesperson told me [describe what was said]. On that basis I decided to make the purchase.

I have now discovered it does not live up to the description given.

I have decided therefore to reject the [item] and to ask you for a refund of the [amount] I paid. [Alternatively you could ask the retailer to send you another item that does fit the description].

I trust this matter can be quickly settled and look forward to your early reply.

How to tell a retailer it must fix things

Dear ...

[Name the appliance, make and if possible the model]

Thank you for your letter dated [date] regarding my claim for a replacement [item] [or refund of the price of my faulty item].

Unfortunately I cannot accept your suggestion that I should complain to the manufacturer.

My contract is with you, the seller of the [item]. As a matter of law, I have a guarantee that the [item] is of acceptable quality. This right is given to me under the Consumer Guarantees Act and I am therefore entitled to expect you to put the matter right.

My claim against you is in addition to any rights I have under a manufacturer’s warranty.

I trust this clarifies the position. Please let me know within 5 working days whether you intend to repair or replace the [item] [or give me a refund].

How to deal with non-availability of spare parts

Dear ...

[Order number or description of goods]

On [date] I bought the above [item] from [name and address of shop].

On [date] it broke down and I took it to [name and address of repairer] for repairs. This company is included in the list of authorised repairers that came with my [item].

The repairer has told me that the [item] needs a new [name spare part] and these are not at present available from you.

As a manufacturer, you will be aware that you have a responsibility to ensure that reasonable repair facilities and spare parts are available unless I was informed at the time I bought the [item] that you would not be providing this after-sales service. I was not told this. It is not reasonable to expect me to wait indefinitely for a part when my [item] is only [period of time] old.

If you cannot supply the part to complete the repair within 5 working days I will be forced to claim from you the cost of hiring a replacement [item] until mine can be fixed. [An alternative to this would be to claim the difference in value between what you paid and the current value of the unrepaired item].

I look forward to your reply.

16jun assert your rights clp need more help promo default

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