How to Write a Complaint Letter to Ask Damaged Goods to Be Repaired or Replaced

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What to Do When You Receive a Defective Product?

If you find yourself on the receiving end of a defective product, it can be frustrating. The best thing to do is document your complaint and the circumstances of your purchase. Be sure to include a desired resolution, such as a refund or exchange, so that the retailer knows what type of response you’re expecting.

Once your complaint is set up, contact the retailer where you purchased the item and explain the defect succinctly. A clear description of notice will help ensure that your complaint gets heard and acted on swiftly. If need be, escalate your request further until it has been properly addressed in order to guarantee satisfaction.

Writing Tips for Asking for an Item to Be Replaced

If you have received a product that is defective or damaged, you may be entitled to a repair, replacement, or refund. One way to request these remedies is by writing a complaint letter. Here is a step-by-step guide on how to do it:

  • Start with a clear and concise subject line that summarizes the purpose of the letter. For example: "Complaint: Request for Repair/Replacement of Damaged Goods."
  • Clearly state the purpose of the letter, which is to request repair or replacement of damaged goods. Provide a detailed description of the product, including the brand, model, serial number, and any other relevant information.
  • Explain the nature of the damage and how it occurred. Be as specific as possible and include any supporting evidence, such as photos or receipts.
  • If you have already attempted to resolve the issue directly with the manufacturer or retailer, mention this and include any relevant information or documentation.
  • Clearly state what action you would like the manufacturer or retailer to take, whether it’s repair, replacement, or a refund. Specify a reasonable timeline for a response or resolution.
  • Be polite and professional in your tone, and avoid threatening or aggressive language. Remember, the goal is to reach a resolution, not to escalate the situation.
  • Close the letter by thanking the recipient for their attention to the matter and stating that you look forward to a resolution. Keep a copy of the letter for your own records.

You May Also be Interested in Our Sample Letter for Cancelling an Online Purchase

Complaint Letter/Email for Faulty Product: Free Examples & Templates

Letter to Seller for Replacement of Products Found Defective

Subject: FAULTY (or similar) PRODUCT

Dear (name of contact),

I recently purchased a (name of product) from (store name + location). I have enclosed a photocopy of my receipt for your reference.

Unfortunately, the item does not function at all, I have read through all the details within the accompanying instruction (manual) (U.K) / (Booklet) (U.S.A) as well as worked through the various trouble shooting methods but it seems that the (product name) simply is a faulty product.

I have been a loyal (brand name) customer for (no. years/months) and have always been perfectly satisfied and happy with my purchase. This is the first time something like this has happened with one of your products.

I am hoping that you may be able to send me a replacement product or direct me to a store where I may return the faulty item for a new replacement within the next 2 days.

Thanking you in advance.

Please contact me as soon as possible.

Kind regards

Email to Supplier for the Replacement of a Product Received Broken

Subject: Complaint: Request for Repair/Replacement of Damaged Goods

Dear [Manufacturer/Retailer],

I am writing to request repair or replacement of the [Brand] [Model] that I purchased from your store on [Date of Purchase]. Unfortunately, the product arrived damaged and has not been functioning properly.

Attached to this email, you will find photos of the damage and a copy of the receipt for the purchase. As described on the receipt, the product is still within the [Warranty Period/Return Policy].

I have already attempted to resolve this issue by contacting your customer service department, but have not yet received a satisfactory resolution. I would like to request that the product be repaired or replaced as soon as possible.

Thank you for your attention to this matter. I look forward to a resolution and appreciate your prompt response.


[Your Name]

[Your Contact Information]

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