English reader on

Matthews and Wilson 

Ladies' Clothing 

421 Michigan Avenue 

Chicago, III, 60602 

November 22, 2006 

Grant and Arkson 

148 Mortimer Street 

London WIC 37D 

Gentleman: 

Thank you for your dilivery  of "Swinger" dress which is  ordered on 

November 4. However we wished to draw your atention from two matters. Of 

the red dresses supply one lot from 100 (size 12), includes clothes of a ligter 

red than the other saizes. Cince we deliver a colection  of various sizes into 

each store, it would be obvious to customers that the clothes were dissimilar. 

In addition the red belt supplied was not match these address. 

We are return  two from these by seperate  mail and will  ask you to 

replace the whole lot by 100 dresses size 12 in the correct colour. 

As far as you charges for air freigh are concerned we had agreed to pay 

extra costs which you invoice. However your costs for packing and insurance 

must have been lower for air cargo, and we requested you to take this fact into 

consideration and to make an adjustment to the invoice amount. 

Wold  you please send us a rectifd  invoice,  reduce  accordingly. We 

look foward about your dealing without delai. 

Very truly yours 

Wilson. 

 

12

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Here are the words to be filled in instead of italized letters: wish, 

supplied, collection, are, to, sizes, of, since, your, freight, invoiced, delay, 

reduced, request, agree, separate, lighter, returning, rectified, would, 

included, forward, delivery, attention to, does, of, to. 

If this kind of letter is sent the customer is understandably annoyed, 

nevertheless there is no reason to write an angry letter of complaint. 

From this letter we see that the results are better for the correspondent 

to explain his complaint clearly and literately and propose proper ways in 

which matters can be put right. 

Letters that are written in response to claims may adjustments. These 

letters are among the most difficult to write as they require under all 

circumstances patience, tact and diplomacy. You will not lose your 

customer, if you react at his claim promptly.