How do I write an email complaint that doesn't make me sound like a dick?

[StoneWallandRoses]

Long time lurker.

I never write complaints. I don't like to call and complain. I'd much rather live and let live.
But the way my order has been handled regarding a piece of furniture has left me with a bad taste in my mouth. I want to make it known I'm unhappy but the customer service member can only apologise so much and I feel bad to continue talking to her.
I thought to email the manager but can already foresee the eye rolls and shrugs to my complaint if I come across as a ranting, entitled misery guts. How does one go about formally complaining?

I'm just annoyed really. Probably is no point in it.

Can you give them a bad review online? Probably more likely to hit the spot than an email (unless you're wanting something like a partial refund?)

What do you want from the complaint? Be factual, non emotive but most important, tell them what you need to happen.

What do you care if people roll their eyes? You aren't trying to make friends. Just get them to fix the situation or apologise, whichever outcome you are looking for.

When I make an official complaint in writing I tend to explain what has happened in simple language without emotion ( or emojis!) with dates, names etc and invite them to comment.
Depending on their response I then go in heavyhanded (poor response) or graciously allow them to offer apologises and/or compensation (good response).
No demands or nastiness until they have declared themselves in writing!
Good Luck!

Be factual and clear what outcome you would like. Try not to be personal.

It's bit difficult to say without more context but a couple of general rules are to keep a calm tone, be factual (not emotional or personal) and be clear about what you want to happen next.

In your letter say what service you expected then tell them what happened. Point out that the money you have spent warrants a good level of customer service and that this is way off the mark. I would end by asking for something as compensation like a discount or free item or replacement etc. keep it factual and polite. The person who reads and deal with your complaint is not to blame BUT it is their job to deal with complaints and a nice letter might just get you a nice reply.

What has happened so far? Is it just a case of bad service, or do they also owe you money? Did the item not get delivered? Do you know what you want to happen in practical terms?

@CorrBlimeyGG

What do you want from the complaint? Be factual, non emotive but most important, tell them what you need to happen.

This.

Someone working in customer service/ complaints wants to know two things

• what exactly the issue is
• how to fix it

Just be factual.

The people that get eye rolls are the ones who rant angrily, go on about how they feel rather than what happened, and then refuse all solutions.

Don't whatever you do follow any suggested compositions you might find here. All that odd, faux legalise, aforementioneds, hereintobefores. As others have said, keep it plain and as succinct as you can.

Be factual… dates/times are good as evidence. You can use distress as a reason too but around a fact … so the table was due to be delivered in 22 December and remains undelivered at today date. The table was to be used in our Christmas celebrations which caused significant distress and anxiety sorting a table to seat our guests.

What do you want from them in settlement, because ultimately that’s what they want to know!

Find out who the CEO or Managing Director is and address your letter to the. Even better, find out their email address. Using email means you have a timeline.
What do you want to achieve? A refund or compensation?

Offer them a realistic timescale to sort the matter out but make it clear you will go to Trading Standards/the media if its unresolved.

@MrsMoastyToasty

Find out who the CEO or Managing Director is and address your letter to the. Even better, find out their email address. Using email means you have a timeline. What do you want to achieve? A refund or compensation? Offer them a realistic timescale to sort the matter out but make it clear you will go to Trading Standards/the media if its unresolved.

That's a last resort thing, and will definitely make you look like a dick if you go straight to the CEO/MD rather than the team specifically set up to deal with complaints.

What do you want to happen? If you just want to air your thoughts, you have already done that.

If you actually want something from them, make sure in your letter you outline exactly what happened, how you want it resolved, and what compensation you want.

You write a polite calm message to named person.

Identify the item, the date of purchase, and the nature of the fault, and what needs to be done ( do you want a refund, a replacement, a visit from the tradesman? )
Thanks for your help, I look forward to a prompt response. I prefer to be contacted by (email/post.phone)

Your full name and postal address and phone number.

Don't include any insults threats or sobbing.

" Chair (order ref XXXX)

Dear Sir/Madam

I'm writing to complain about the above order. I've had the following problems:

[bulleted list of problems]

To resolve this, I'd like you to [what you'd like them to do]

If you need any more information, I can be contacted on [telephone number]

Yours faithfully

Your full name, address and postcode.

Explain problem.
Don't waffle
Finish with expected outcome.