Complain About a Faulty Delivery or a Shipping Error • Letter Templates and Guides

How to write this letter:

1Explain all the relevant facts concerning the faulty delivery.
2Tell the reader what you expect him or her to do, or what you plan to do.
3Express your confidence that the problem can be resolved. If not, explain what action may be necessary.


Remember that most businesses want satisfied customers, so they will be willing to work out an equitable solution. Your letter should communicate clearly, but respectfully, that you are dissatisfied with the service you have received. If the company has repeatedly given you bad service and refuses to correct the situation and you feel your only recourse is to pursue legal action, voice your feelings in a tactful but firm way.

Example Letter #1


Last Saturday I visited your showroom in Springfield and ordered an oak desk and two matching three-drawer filing cabinets for my study. When I arrived home this evening, I found the furniture had been delivered in my absence, but the filing cabinets were the four-drawer style. Unfortunately, I can use only the three-drawer style because I lack room for anything higher.

I will appreciate having these cabinets picked up and exchanged for the ones I ordered as soon as possible. Please call to arrange a time when I will be home. I trust this matter can be resolved very quickly, so I can get my files organized soon.

Example Letter #2


On March 17 I ordered a box of letterhead stationery for our central office in Springfield. We received your shipment within one week, but the letterhead carried another firm's address.

I am returning the stationery under separate cover, with the needed correction noted. I will appreciate your sending me the correct stationery as soon as possible. Also, I trust you will credit my account with $4.86, the cost of returning the stationery.

Thank you for your attention to this matter.

Example Letter #3


I received my order of Doe Tulips yesterday. Unfortunately, they looked as though they had been dropped many times and run over at least once. Further, we ordered six dozen. We received only four dozen. Since these tulips would need a miracle to grow, I would appreciate it if you could send me six dozen more of the same tulips. Unless you require me to return them, I will throw the first order in the garbage. I appreciate your guarantee of satisfaction.

Write Your Letter Step-by-Step


Explain all the relevant facts concerning the faulty delivery.

Example Sentences for Step 1

Example Phrases for Step 1