Response Letter to Unjustified Complaint from Customer

"The customer is always right." is a motto that is believed to be the most important principle of carrying out a business successfully. However, you should not rely on this all the time and suffer unnecessary losses, especially from some careless or crooked customers.

Sometimes, it is because of the fault of the customers that the sold product may be damaged. In that case, the business organisation should not be asked to bear the losses.

The businesses generally commit for warranties on any manufacturing defect in the product found within a certain period.

Here are samples of response letters to unjustified complaints from customers.

TEMPLATE #1

(Sold item is returned back by the customer)

Ref: _________

Date: ________

To

(Name of the Customer)

(Address)

(Phone Number)

Sub.: Your complaint on the defect in the (Item Name)

Dear Sir/Madam,

We are in receipt of your complaint letter dated ________ with regard to a defect in the (Item Name) bought by you from us earlier along with the product that you have sent us as well.

We want you to know that your satisfaction is extremely important to us. It is for that reason, we are sorry that you have had to return the item because of a problem faced by you.

Our product team has checked the item thoroughly and has found the issue with the item. They are strongly of the opinion that this is in fact not a manufacturing defect from our side. The damage is caused by some humanly action after the delivery of the product.

Hence, we are sorry that we will not be able accept this return and provide any replacement to it. We are returning the item to your address. However, the damage is repairable and, therefore, we suggest you visit any of our service centers to get it repaired as soon as possible.

If you need any more information or assistance in this regard, please call us at ________ or write to us by email at ________________.

Thank you for your understanding in the matter!

For (Name of the Organisation),

    (Signature)

(Name of the Employee)

(Designation)

TEMPLATE #2

(Customer wishes to return the purchased item)

Ref: ________

Date: _______

To

(Name of the Customer)

(Address)

(Telephone)

Sub.: Your complaint on the defect in the (Product Name)

Dear Sir/Madam,

This is with reference to your complaint vide letter dated ________ with regard to a fault in the (Product Name) that you had purchased from us. We understand you would like to return the item and desire a replacement for it.

We are sorry that we will not be able to accept the return. It is because of the reason that you have already used the product for more than ___ days. As you will notice from the invoice copy of the product, the product can be returned back only within ___ days of delivery date.

Our product team has reviewed the details of your complaint and they are of the view that the fault is repairable. Hence, we suggest you visit any of our service centers in your city. They will surely be able to help you to remedy this.

Please know that customer satisfaction is very important to us. Hence, we would like to give you a special discount of ___% on your billing for the said repair at any of our service centers. Please use the one time discount code: ________ for this purpose.

In case you have any more query on this matter, please call our customer care executive at (Phone Number) or email at ________________.

Thank you for your understanding in the matter!

Sincerely,

For (Name of the Organisation),

    (Signature)

(Name of the Employee)

(Designation)