COMPLAINTS

1. Complaint about a Cellphone That Stopped Working

Subject: Defective Cellphone – Request for Replacement or Refund

Dear [Company Name] Customer Service,

I recently purchased an iPhone from your store on January 22nd, and unfortunately, it has already
stopped working. Despite handling it with care and following all the manufacturer’s instructions,
the phone suddenly turned off and will not turn back on. I have tried troubleshooting methods,
but nothing has worked.

Since the product is still under warranty, I kindly request a replacement or a full refund. Please let
me know the next steps to resolve this issue. I expect a prompt response as I rely on my phone
for daily communication.

Looking forward to your reply.

Sincerely,
Louise Hastings

VOCABULARY
Request - solicitar

Despite handling it with care - apesar de manusear com cuidado

 Troubleshooting methods - métodos de solução de problemas

Under warranty - em garantia

Issue - problema

Prompt response - resposta rápida

I rely on - eu confio em / eu dependo de

2. Complaint about a Piece of Clothing That Ripped After the First Wash
Subject: Poor Quality Clothing – Request for Refund or Exchange
Dear [Store Name] Customer Support,

I recently purchased a dress from your store on January 10th, and after the first wash, it ripped. I
followed the washing instructions on the label, so I was shocked to see the fabric tear so easily.
Given the price and reputation of your brand, I expected better quality.

I would appreciate a full refund or a replacement for this defective item. I have attached pictures
as proof of the damage. Please let me know how I can proceed with the return.

I look forward to your prompt resolution of this matter.

Best regards,
Anna Smith

VOCABULARY
Ripped - rasgou

Label - etiqueta

Tear - romper, rasgar


Given - dada, dado

Defective - defeituoso

Proof - prova

Damage - defeito, dano

I look forward to - estou ansioso por

3. Complaint about a Spoiled Dish from a Restaurant

Subject: Complaint About Spoiled Food – Urgent Attention Needed

Dear [Restaurant Name] Manager,

I visited your restaurant on February 1s and ordered a grilled salmon. However, when I started
eating, I noticed an unusual smell and taste. Shortly after, I experienced stomach discomfort,
which suggests that the food was spoiled. This is unacceptable, as it poses a serious health risk
to customers.
I request a refund for my meal and an assurance that food safety measures will be reinforced to
prevent this from happening to others. I hope you take this matter seriously and address it
immediately.

I look forward to your response.

Sincerely,
Eddie Peterson

VOCABULARY
Ordered - pedi

Smell - cheiro

Taste - gosto

Shortly after - logo após


Spoiled - estragado

It poses - isso representa

Assurance - garantia

Food safety measures - medidas de segurança alimentar

Prevent - evitar, prevenir

I hope you take this matter seriously and address it immediately - Espero que você
leve esse assunto a sério e o resolva imediatamente.

RESPONSES

1. Response to a Complaint About a Defective Cellphone

Subject: RE: Defective Cellphone – Request for Replacement or Refund

Dear [Customer’s Name],

Thank you for reaching out to us regarding your iPhone. I sincerely apologize for the
inconvenience you have experienced, and I understand how frustrating this situation must be.
Since your phone is still under warranty, we would be happy to assist you in resolving this issue.
You have the following options:

1. Replacement: We can send you a new device at no additional cost.

2. Repair: If you prefer, we can have our technical team inspect the phone and repair it if
possible.
3. Refund: If neither option works for you, we can process a full refund once we receive the
defective device.

Please let us know which option suits you best. If you choose replacement or refund, kindly
return the faulty device using the prepaid shipping label we will provide.

We appreciate your patience and look forward to resolving this issue as quickly as possible. Let
us know how you'd like to proceed.

Best regards,
[Your Name]
[Company Name] Customer Support

2. Response to a Complaint About a Defective Piece of Clothing

Subject: RE: Poor Quality Clothing – Request for Refund or Exchange

Dear [Customer’s Name],

Thank you for bringing this to our attention. I am very sorry to hear that your [clothing item]
ripped after the first wash. We take the quality of our products seriously, and we want to
ensure that you are completely satisfied with your purchase.

To resolve this, we are happy to offer you the following options:

1. Replacement: We can send you a new [clothing item] free of charge.

2. Refund: If you prefer, we can issue a full refund to your original payment method.

Please confirm your preferred option, and we will process it immediately. If needed, we can
also provide a prepaid return label for you to send the damaged item back to us.

We truly appreciate your feedback and hope to restore your confidence in our products.
Please let us know how you would like to proceed.

Best regards,
[Your Name]
[Store Name] Customer Support

3. Response to a Complaint About Spoiled Food from a Restaurant

Subject: RE: Complaint About Spoiled Food – Urgent Attention Needed

Dear [Customer’s Name],

Thank you for reaching out to us. I sincerely apologize for your experience at [Restaurant
Name] and for any discomfort it may have caused you. Food quality and safety are our top
priorities, and we take this matter very seriously.

We would like to make things right for you. As an immediate resolution, we are offering:

A full refund for your meal.

A voucher for a complimentary meal of your choice on your next visit.

Additionally, we have already addressed this issue with our kitchen team to ensure this does not
happen again. Please rest assured that we are reinforcing our food safety procedures to
maintain the highest standards.

We value your trust and would love the opportunity to serve you again. Please let us know how
you would like to proceed, and once again, we truly apologize for this incident.

Best regards,
[Your Name]
[Restaurant Name] Manager