Letter Sample #132 – A customer has written a complaint letter to you

GT Writing Task 1 (Letter Writing) Sample # 132

You should spend about 20 minutes on this task.

You work as a manager at a large shop in a city. Recently a customer has written a complaint letter to you.

Reply to this complaint letter. In your letter,

  • acknowledge receipt of the letter
  • express regret about it
  • mention what actions you are going to take

Write at least 150 words.

You do NOT need to write any addresses.

Begin your letter as follows:

Dear Sir or Madam, 


Model Answer:

Dear Sir or Madam,

I am Mark Pen, the manager at the city centre branch of the retail shop “Needs Daily 24”, writing to acknowledge that I have received your complaint letter. I deeply regret that such an unfortunate event took place. I also wish to apologise for such a terrible service rendered by our employees when you visited our shop last Monday.

Regrettably, my chief supervisor and I were out of town due to some official matters on that day. From your letter, I learned that a cashier and a salesperson argued with you and behaved unprofessionally when you brought a product for replacement. Unfortunately, the product was not covered by any warranty, but my employees should have been more patient and cordial to explain that to you.

I regret the whole event and assure you that I have already warned the staff members who you talked to that day. They are also apologetic and remorseful for what has happened. Moreover, I will arrange to replace the product in dispute whenever you come to our shop.

So, please feel free to visit our branch soon. I will make sure one of our customer service officers stay alert to assist you anytime you visit our shop.

Yours sincerely,

Mark Pen

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