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Complaints
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Although most of the companies take care about their business being done carefully, mistakes happen. Even if you make sure that you have checked the details of the offers and orders and that the packing has been supervised and quality control carried out expertly, there still may be an accident. Sometimes the staff is not trained enough or there is a shortage of staff or lack of supervision. These can become causes of mishandled or damaged goods. What happens then is that customers complain.

The customers complain if they receive the goods they didn’t order or if the quantity of the delivered goods is not as ordered. Problems may arise from the unsatisfactory quality of goods, that is, if the delivered goods are not according to the sample on the bases of which they were ordered. Sometimes even second-rate products are delivered.

A customer dissatisfied with the execution of his order should complain in the following way. First:

refer to the order/date:
- I am writing with reference to the order…
- We refer to the …………
state the general problem:
- The above order has not been delivered yet.
- On opening the consignment we could see that some of the goods were broken.
- On examining the delivery we noticed that some of the goods were missing.
point out the exact mistake:
- We have received 40 boxes instead of 50 that we ordered.
- The goods were not correctly packed and the bottles have been broken.
- state the reason you need the goods and ask the company to replace them:
- We need these goods for the Easter sales…
- We would ask you to send us the replacements without delay.
state action you require to be taken:
- If you do not send us the goods by 7 April we regret that we will be obliged to cancel the order.
- If you do not send us the goods by 7 April we regret that we will be obliged to look for another supplier.
- If this happens again we will be forced to cancel the order.

Example

Dear Mr Jones,

Our order for crystal glasses

We refer to the above order which was delivered yesterday morning.

On opening, we discovered that one of the fifty boxes contained 15 and not 20 glasses.

I must ask you to send five additional glasses in accordance with our order, since we have firm orders from our customers for this number.

If we do not receive the goods by 6 April we regret that we will be obliged to cancel the order.

Yours sincerely

How to write a Complaint Letter

Virgin Atlantic Complaint Letter sent to Sir Richard Branson about food on flight

Vocabulary

Nouns (imenice):	Verbs (glagoli):
complaint - žalba offer - ponuda order - nalog, narudžbina packing - pakovanje quality control - kontrola kvaliteta haste - žurba supervision - nadzor shortage - nedostatak, manjak staff - osoblje, radna snaga customer - klijent, kupac, mušterija delivery - isporuka goods - roba quantity - količina buyer - kupac sample - uzorak product - proizvod execution - izvršenje reference to - pozivanje na consignment - pošiljka piece - komad replacement - zamena stock - zaliha sales - prodaja item - artikal, stavka supplier - dobavljač	complain - žaliti se carry out - izvršiti, izvesti work out - razviti se (događaj) occur - desiti se mishandle - pogrešno rukovati arise from - proisteći iz order - naručiti refer to - pozvati se na mention - pomenuti receive - primiti examine - pregledati point out - istaći require - zahtevati, tražiti state - navesti regret - žaliti be obliged to - biti primoran, biti u obavezi da cancel - otkazati
Adjectives and adverbs (pridevi i prilozi):	Prepositions and conjunctions (predlozi i veznici):
supervised - nadgledan, pod nadzorom expertly - stručno damaged – oštećen trained - obučen owing to - zahvaljujući inevitable - neizbežan unsatisfactory - nezadovoljavajući on the bases - na osnovu second-rate - slabog kvaliteta, drugorazredni dissatisfied - nezadovoljan inferior - slabiji, lošiji without delay - odmah, bez odlaganja	since - pošto

Synonyms

Nouns (imenice):	Verbs (glagoli):
offer – proposal, proposition order - demand, request haste – rush, rushing, hurry supervision – superintendence, supervising, oversight shortage - deficit, lack, deficiency staff - personnel customer - client, consumer delivery – handing over, transfer, distribution, dispatch goods – merchandise, stock, products, stuff quantity – amount buyer – consumer, client, user, patron, shopper, purchaser sample – specimen, trial, model, pattern product – goods, produce, merchandise execution – carrying out, completion, accomplishment, realization consignment – shipment, delivery, goods piece – part, component, bit, section replacement – replacing, renewal, substitution stock – store, supply, reserve item -article, thing, object, piece, unit, component supplier – distributor	carry out - accomplish work out - formulate, develop, accomplish, solve occur - happen, take place mishandle - mismanage arise from - begin, follow, issue, result, appear, develop, emerge, occur order – require mention – bring up, state, point out receive – accept, collect, obtain, acquire examine – inspect, test, check point out – indicate, specify require - crave, demand, ask state – specify, explain regret – be or feel sorry about be obliged to -forced, required, obligated cancel – call off, put off, drop
Adjectives and adverbs (pridevi i prilozi):	Prepositions and conjunctions (predlozi i veznici):
supervised - monitored, observed owing to – because of, thanks to, as a result of, on account of, by reason of inevitable – unavoidable, inescapable unsatisfactory – inadequate, unacceptable, disappointing, insufficient, unsuitable second-rate -inferior, mediocre, poor, low-grade dissatisfied – unhappy, disappointed, fed up inferior - bad, poor	-

Antonyms

Nouns (imenice):	Verbs (glagoli):
reply - question, request handling -mismanagement claim - denial investigation - ignorance solution - problem price reduction - increase loss - profit advantage - disadvantage, disapproval expense - asset inconvenience - convenience value - detriment error - accuracy, correctness, perfection incurring - forfeit, lose, discouragement flood - drought oversight - achievement, success, advantage dispatch - delay, retention discount - increase	exercise - ignore, relax repudiate - accept, allow, approve investigate - forget, ignore, neglect remedy - damage, worsen, injure repair - break, damage blame - praise, compliment restore - damage, destroy acknowledge - deny, disagree look into - ignore reassure -discourage, upset assure - discourage, distress solve - complicate, confuse, deter, destroy, neglect
Adjectives and adverbs (pridevi i prilozi):	Prepositions and conjunctions (predlozi i veznici):
ungrounded - justified, proven reliable - unreliable, inadequate thoroughly - incompletely, partially mere - indefinite, enormous, large justified - unjustified, ungrounded substantial - insignificant, meaningless consequent -beginning advisable - inadvisable, improper sole - common, ordinary incorrect – accurate, correct, precise

Nouns (imenice):

Verbs (glagoli):

reply - question, request

handling -mismanagement

claim - denial

investigation - ignorance

solution - problem

price reduction - increase

loss - profit

advantage - disadvantage, disapproval

expense - asset

inconvenience - convenience