Writing Responses to Complaints or Adjustment Letters

WRITING RESPONSES TO COMPLAINTS/ADJUSTMENT LETTERS

EXPLANATION

An adjustment letter is written in response to the claim / complaint letter. As it plays a vital role in saving the reputation of the company and maintaining good relationship with the customer, care must be taken to write this letter. It should offer the following:

(i) clear understanding of the problem.

(ii) apology and the reason for the problem.

(iii) corrective action

(iv) expression of good will.

Example 1:

You are working in a multinational online retail company. You receive a complaint letter about getting a defective product beyond the stipulated time limit. Write a letter responding to the customer giving reasons for your inability to replace the product. Give appropriate reasons for your stand and try giving the customer some offers to placate him/her.

07/01/2025

The Customer Care Department

Nitax Online Retail Company

Chor Bazzar

Mumbai 400 201

Ms. Hemalatha

13, Oliver Road

Besant Nagar

Chennai 600090

Dear Ms. Hemalatha

Reply to Complaint No. BS 128945

We received your letter complaining about the defect in the churidar tops bought from us. Very sorry to note that the product did not meet your expectation as a few stitches were a bit loose. Though we would like to resolve your issue, due to unavoidable circumstances we are not able to rectify your concern.

This is because, you have approached us for replacement of the product after the set time. As per our company policy, we are not able take a return or replace the item. But we will make all efforts to regain your confidence in the near future. Also, we will make all efforts to prevent such incident happening in future.

Please accept our sincere apologies for any inconvenience caused to you. We would like to retain a customer like you for our. future business because any business develops through word of mouth of existing customers. Expecting an opportunity to serve you again.

Thanking you,

With regards,

Jesse Nishant

Manager

Customer Care Department

Example 2:

The Sales Manager, Danish Technologies Pvt. Ltd., Anna Salai, Chennai 600 002, writes an adjustment letter to the complaint made by Nirmal Foundations Pvt. Ltd.

DANISH TECHNOLOGIES PVT. LTD.

123, Anna Salai, Chennai-600 062.

28 April 2025

Rakesh Kumar

The Sales Manager

The Purchase Officer

Nirmal Foundations Pvt. Ltd.,

Chennai-600 062.

Dear Sir,

Thank you for your letter dated 26/04/2025 pointing out the delay in installing and the improper sealing of items.

We are sorry for the inconvenience caused to you. As our service personnel have gone on an out-station project, there is delay in the instalment. I assure you that our men will be sent shortly. As far as the tampering of the seal is concerned, we will replace it with fresh pieces.

Thank you for your cooperation.

Yours truly,

(sign)

Rakesh kumar

Sales Manager

Exercise

Imagine that you got a claim letter from the librarian of PRS Engineering College regarding some errors in the billing. As the Marketing Executive of SKA Publications, write an adjustment letter. Invent necessary details.