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Replies to Complaints
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©Lenka Lexová

2. We thank you for your letter and are
Order No. 1234
We thank you for your letter and are
very sorry for the trouble caused you.
The delay was caused by a fire in the
works and the cases have been handled
carelessly in transit.
We are ready to replace the demaged
goods.
We apologize for this trouble and hope
it will not interfere with our good
relations.
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interfere /intə‘fiə/ - zasáhnou, narušit
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3. Replies to complaints
Expression of regret that the buyer is not satisfied
Explanation of circumstances which caused the trouble
Suggestion of fair settlement of the complaint
When the letter is justified, the letter is closed by an apology
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4. Opening phrase We regret to see from your letter that four cases are
missing in the last consignment.
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5. Explanation of the cause of the complaint
We have investigated the
matter and found that a mistake
was made in our packing
department.
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6. Suggested settlement We have arranged for the right
goods to be dispatched to you.
We regret very much that we
can not meet your claim.
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7. Apology and closing phrase
We thank you for your
cooperation and hope that the
matter is now settled to your
full satisfaction.
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8. Complete the missing words then make up a letter from the phrases:
We … that the …… shipment has ….
you ….. now.
We ..… you for your letter and ….. to
express …… for the unfortunate …….
In our …... the cases ……… carelessly
…….
We ….. your ….. to keep ….. and are
ready to ….. you a …… of 10 ……. 4 1 2 3
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