Customer Complaint Response Letters: Examples & Templates (No Liability)
Letter #1: No Responsibility for Broken Screen Door Glass
We understand your frustration with the broken screen door glass. However, as the damage occurred during installation, which you opted to do yourself, we cannot be held responsible. We are happy to offer you a discounted replacement glass and installation service.
Letter #2: No Refund for Rug Stain Damage
We sympathize with the grape juice stain on your rug, but we cannot offer a free replacement as we are not responsible for damage occurring after purchase. We recommend professional cleaning at Doe Cleaners (1600 Main Street), as they may be able to restore the rug to its original condition.
Letter #3: Layaway Deposit Forfeiture Due to Cancellation
We acknowledge your disappointment with the loss of your 15% layaway deposit. However, our store policy clearly states that cancellations result in deposit forfeiture. We can apply the 15% towards a purchase of the merchandise if you wish.
Letter #4: No Refund for Investment Loss
We understand your frustration with the performance of the Doe Mid-Cap Fund. As explained at purchase, this is a high-risk investment subject to market fluctuations. We cannot offer a refund at this time, but we encourage you to consider holding the investment or switching to a less volatile fund.
Letter #5: No Refund for Sale Items
We understand your disappointment, but our policy clearly states that all sales are final. We apologize for any inconvenience this may cause and hope you'll continue shopping with us in the future.
Letter #6: No Warranty Coverage for Accidental Damage
We are sorry to hear about the damage to your [product name]. Unfortunately, our warranty only covers manufacturing defects, not accidental damage. However, we can offer a repair service at a discounted rate.
Letter #7: No Liability for Service Interruptions Due to Weather
We apologize for the interruption in our service due to [weather event]. While we strive to maintain uninterrupted service, we cannot be held liable for disruptions caused by events beyond our control.
Letter #8: No Refund for Service Not Rendered Due to Client Cancellation
We understand you're requesting a refund for the [service name]. As per our cancellation policy, refunds are not applicable if canceled less than [time frame] before the scheduled date. We can reschedule your appointment for a later date if you prefer.
Letter #9: No Liability for Third-Party Actions
We are not responsible for the actions of third-party vendors or partners. While we carefully select our affiliates, we cannot guarantee their performance or be held liable for any issues arising from their services.
Letter #10: No Compensation for Minor Inconvenience
We understand that you experienced some inconvenience due to [issue]. While we apologize for the disruption, the nature of the inconvenience does not warrant compensation. We appreciate your understanding and continued business.
Letter #11: Acknowledging Your Feedback
Thank you for sharing your experience with us regarding [Issue]. We value your feedback and want to assure you that we are looking into the matter carefully. While we cannot accept liability at this time, we are committed to providing excellent customer service and will continue to investigate your concerns.
Letter #12: Addressing Your Concerns
We understand your frustration with [Issue]. However, after a thorough review, we have determined that [Reason for Not Accepting Liability]. We empathize with your situation and would like to offer [Alternative Solution/Resolution] as a gesture of goodwill.
Letter #13: Reviewing Your Complaint
Thank you for contacting us about [Issue]. We are currently reviewing your complaint and will respond to you within [Timeframe] with a resolution. In the meantime, please feel free to contact us if you have any further questions or concerns.
Expert Tips
- Express empathy for the customer's concerns.
- Politely but firmly reiterate the company's policies or stance on the issue.
- Offer alternative solutions or options if possible (e.g., discounts, exchanges, repair services).
- Maintain a professional and courteous tone throughout the letter.
- Conclude by thanking the customer for their understanding and expressing hope for continued business.
Write Unique and Personalized Letters: A Step-by-Step Guide
Follow these simple steps to write your own response letter effectively:
Sample Sentences
- We understand how important your refrigerator is to your household, so we dispatched our serviceman, John Doe, as soon as you reported your difficulty.
- Thank you for your note about your tulips. It must have been very frustrating for you when they failed to bloom this spring.
- I understand your frustration with the recent increase in our shipping charges.
- I am sorry you are having problems with your four-year-old
washing machine. - I understand your distress at the rudeness you experienced at our recent sale, and I am sorry.
- I appreciate that one does simply "change one's mind" sometimes, and I am sorry that the towels we sent you no longer harmonize with your bathroom color scheme.
- I received your letter expressing concern about the price we charged for the porcelain dolls you ordered June 8.
- We were sorry to hear that the six cases of crystal glassware we shipped to you arrived so late.
Key Phrases
- after our telephone conversation
- concerning work we performed for you
- disappointment with the product's performance
- fully appreciate your patience and desire to work with us
- have your August 9 letter about invoices for
- have received your request for an extension
- have completed a thorough investigation of the situation
- know how infuriating Murphy's Law can be
- must be experiencing a lot of frustration
- not difficult to understand your comments regarding
- received your letter asking us to investigate
- recent letter expressed disappointment regarding
- regarding the concerns you expressed to me about
- regret the unfortunate incident with
- regret the misunderstanding that
- sent our repairman immediately to check out the difficulty
- simplest transaction becomes complex when a misunderstanding
- sorry to hear that your Doe oven is malfunctioning
- sorry that you are having trouble with your
- thank you for bringing your problem to our attention
- our representatives have completed their review of your
- when we heard you were having trouble with your new
Sample Sentences
- Our technician checked your refrigerator and found that a previous adjustment had resulted in a short circuit, necessitating the replacement of the entire compressor. You mentioned to him that your brother-in-law had just serviced the refrigerator "to save electricity." I am afraid the unauthorized work voided the warrantee. This provision is explained in the "Use and Care" guide and on the warranty card.
- From your description of the leaves, it appears that the tulip bulbs themselves are not faulty, but that the deer in your area are eating them. Of course we cannot be responsible for that kind of damage.
- If you check your shipping label, you will notice that we are actually subsidizing the freight slightly. We wish we did not have to charge for shipping at all, but unfortunately the small mark-up on our products does not permit us to absorb the entire charge.
- I wish we could repair the machine without charge, but the warranty, one of the best around, extends for only two years from the date of installation.
- Although we do keep security people near the entrances to our store, we cannot prevent ill-mannered people from entering. All we can do is intercede if there is a problem.
- Unfortunately, we cannot accept returns of monogrammed goods unless they are defective in material or workmanship. Please note the policy printed in the catalog and on the order form.
- Clearly the window needs to be replaced, but in terms of your lease, you are responsible for damage to the property, whether caused by yourself or by your guests. I cannot, therefore, comply with your request that I replace the window.
- I checked your order, and it appears that the misunderstanding came about because the special discount applied only to orders of fifty or more dolls. You ordered forty-eight dolls, and, therefore, did not qualify for the lower price.
- Our records show that we shipped the glassware on Aug 18, within 48 hours of receiving your order. It appears, therefore, that someone else may be responsible for the delay.
Key Phrases
- although we do have a contractual agreement to market
- although there is the temptation to make an exception
- as soon as I was aware there might be a problem
- because the terms of our agreement were not met
- can only suggest that
- cannot replace the equipment
- cannot show partiality to one customer
- completed a thorough investigation of the situation
- detailed installation instructions and operating procedures
- emphasize the importance of following the instruction booklet
- found the error not to be with our organization
- free support service provided with purchase must fall within
- guarantee only machines repaired by authorized dealers
- have no legally acceptable way to provide you with
- in your owner's manual on page
- make sure the warranty terms are clearly understood
- merchandise was received at your address and signed for by
- must have occurred after delivery to your site
- must decline to offer the discount
- no other explanation about the damage
- not covered under the warranty
- not responsible for ongoing maintenance or billing statements
- our laboratory analysis and that of an outside expert indicated
- our inspector tells me that
- please note in the first paragraph of the contract letter
- see no easy answers to the dilemma
- such damage is not ordinary wear and tear
- warning label states
- would simply not be fair to others involved
- would have to bill you for such repairs
Sample Sentences
- We will be happy to replace the compressor for you, but regret that we cannot do it free of charge. The new compressor will have the same two-year warranty as the original.
- We recommend that you take steps to protect your bulbs from the deer, especially in early spring. If you can protect them adequately, you should see fine blooms next spring. Otherwise, we have an excellent range of daffodil bulbs, which the deer tend to ignore.
- If, however, you compare our shipping charges with those of other mail houses, we are sure you will agree that Doe Corporation gives you the best products at the lowest total cost.
- If you will contact your nearest Doe dealer, I am confident that a technician will repair your washing machine to your satisfaction.
- I hope that you will give us another try. We value your business and look forward to serving you again.
- It appears appropriate that your cousin pay for the repair.
- If you would care to order two more dolls before the sale ends on August 5, we will be happy to adjust the price for the whole order. You would, however, incur the regular shipping and insurance charges for the extra shipment.
- I am enclosing a copy of the bill of lading to make it easier for you to pursue this matter with them.
Key Phrases
- attached is a list of companies in your area
- can continue investigating the problem
- continue to look into the reasons for any similar delays
- enclosed is a copy of our company's
- estimate that the repairs will cost
- find new ways to emphasize to our customers
- for any length of time you desire
- give you the names of qualified service technicians
- have gone as far as we can go on the customer's behalf
- help you implement any of the alternatives outlined above
- hope you can understand why we cannot
- if there are other circumstances of which we are unaware
- importance of following these procedures
- let us know what other actions you would like us to take
- no problem in extending our support service to you
- forwarding the information about your problem to
- plan outlined above will prevent future problems
- please call your local dealer
- please send us a color swatch for our consultants to analyze
- possible preventative measures for future
- provide you with this service
- provide more concrete evidence of the problem and its cause
- should we repair it and send the bill
- simply discard the merchandise
- taken the liberty of enclosing an extension agreement
- will be happy to repair it at a cost of
- would have to bill you for such repairs
Sample Sentences
- We look forward to hearing from you and trust that you will enjoy many trouble-free years with your refrigerator.
- We are enclosing a coupon for 10% off your next order from our catalog.
- I am enclosing our latest catalog and look forward to your next order.
- I am sure that this and other Doe appliances will continue to serve you well in the future.
- I apologize for the inconvenience our policy has caused you, but I trust you understand the reasoning behind it.
- I am sorry that I must disappoint you, but I am sure you understand my position. Thank you for your cooperation in this
matter. - Thanks for your business. We value you as a customer.
- We value our relationship with you, and we want to be fair, but we must treat all our customers the same.
- Please let me know if I can assist you further.
Key Phrases
- appreciate your taking the time to write
- can depend on me to put your best interest ahead
- could adversely affect good relations with our customers
- do everything possible to keep our customers satisfied
- enclosing a certificate for a $5 discount on your next purchase
- hope we can continue to serve you in the future
- hope you will enjoy many productive years with the equipment
- hope this response does not impair our
- hope this is helpful
- hope you are enjoying the equipment and benefiting from
- look forward to your giving us another opportunity to serve you
- look forward to seeing you again
- please do not hesitate to contact me
- thank you for purchasing our products
- thank you for discussing the matter with us
- thank you for giving us an opportunity to explain our position
- think you will understand our position
- value you as a customer
- value your good will
- value your business
- want to continue to serve you in the future
- want to continue doing business with you
- will certainly want to do whatever is appropriate
- wish you the best in resolving this matter
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