Amy Ruybal

357 Villa Verde Ct. atruybal@unm.edu

Albuquerque, NM 8892 (505)123-4567

February 1st, 2018

Misty Thomas
567 89th St.
Albuquerque, NM 87109

Dear Professor Thomas,

The topic I chose for my complaint and response letter concerned a defective folding chair. I
chose this topic because it was actually something that had happened to my sister, but she never
followed up with the company to make a complaint or try to get a replacement. I wanted to
create a possible response that could have been made to this issue so that it could be resolved in a
way other than just returning the product.

I was hoping to create respectful but honest complaint and response letters. I thought it would be
a bit comical to show a very formal complaint to something like a defective chair, because even
though it may seem like a small issue, it is a realistic situation that companies must be able to
respond to properly. I also wanted to convey the proper formatting and language needed to
create a clear and concise letter appropriate to the situation.

The complaint letter was sent to a furniture store by a frustrated mother who had received a
defective product from the company. The letter details the problem, why it was inconvenient,
and makes a request for either a refund or replacement. I decided to have the company respond
respectfully and fulfill the request for a replacement because the defective furniture was allowed
to be shipped out of the store even though it was not up to quality standards, and so the response
demonstrates good customer service.

I looked carefully at the examples we had been given in TCT of the complaint and response
letter, so I could make sure I used the proper format. I also thought about the most realistic way
a company would respond to a complaint letter like the one I wrote. This way, the discourse
between the company and the customer is respectful and productive. I also wanted to keep the
letters concise, so I went through them many times to edit and refine the language used.

By creating this discourse using the proper formatting, I was able to demonstrate content
development. Through this project, I was made aware of the importance of word choice and
layout in making an effective, clear letter that can be used to create a meaningful exchange, and
thus make for progress.
 By making the letters concise, I was able to demonstrate content management. Avoiding
unnecessary details or overly formal wording in the letters helps the main purpose stand out,
which should always be the case, especially in the professional workplace.

All of this then allows my project to demonstrate proper written communication, so that the
reader can focus on the main message of the letters instead of trying to figure out what it’s trying
to say beneath a lot of unnecessary details. The letters also both serve their purpose in being a
means of communication that allows for a resolution to the conflict presented.

Sincerely,

Amy Ruybal
Amy Ruybal
Leslie Smith
357 Palm Street
Phoenix, Arizona 85008

January 10th, 2017

Customer Service
Furniture Unlimited Ltd.
912 Washington Boulevard
Mesa, Arizona 85215

Dear Customer Service:

In the past, I have been satisfied with the quality of your furniture products, which is why I have
been a returning customer. However, I was very disappointed by my most recent purchase, a
memory foam folding chair that I had bought for my daughter’s dorm room.

I figured that the foldable style would be ideal so that it can be transported easily, and since the
advertisement said the chair was 'high quality' I figured that it could handle frequent use.
However, when we tried to set up the chair, it was clear that something with the construction of
the foldable frame was not correct, as we could not get it to open. Upon closer inspection, we
could see that two of the rivets has not been secured correctly, so they had shifted at an angle and
were preventing the frame from unfolding.

This was very disappointing and inconvenient, as we had already spent over a week waiting for
this chair, and will have to delay getting a chair further until we can get this resolved. I believe
we should be able to send back the defective chair and exchange it for a functional one. If this
cannot be done, a full refund for the chair would be sufficient so I can purchase another chair
elsewhere.

Thank you for your attention to this issue, and I hope it can be resolved. For any further
information, you can email me at lesmith@gmail.com.

Sincerely,

Leslie Smith

Leslie Smith
Furniture Unlimited Ltd.
Mesa, Arizona 85215
Leslie Smith
357 Palm Street
Phoenix, Arizona 85008

January 11th, 2017

Dear Mrs. Smith,

We are sorry to hear about your poor experience with one of our chairs. We strive to ensure
consistent quality and reliability in all of our products. We value your business, and want to
correct this situation. We will send a replacement of the folding chair, with no extra charge to
you.

We request that you send back the defective chair. We will cover the cost of postage and send a
replacement within the next week. We will include overnight delivery of the chair. In addition to
this, we will offer you a 15% discount on all purchases you may make from Furniture Unlimited.
You will be sent a redeemable code for this discount that can be used at any time.

We thank you for your patience, and hope that we can continue to do business with you in the
future.

If you have any further questions, please contact the customer service team at (480) 365-2407,
or email us at furnitureunlimited@gmail.com.

Sincerely,

Patrick Montgomery
Patrick Montgomery
Customer service technician