Letter Of Complaint: Request For Broken Item Replacement

You bought a TV from the Sunshine Supermarket. When the sale assistant tested the TV it was working well. But when you brought it back home you discovered that only the USB ports were working. The next day when you took it back to the Supermarket, the sale assistant accused you of manhandling the equipment and refused to replace it. 

Write a letter to the manager to complain about the whole incident. Give him the details of the incident and express hope that your request is being looked into. In your letter, include the following details:

  •        Details of the item brought i.e. what is / when you bought it / where / how much
  •        Demonstration by the sales assistant
  •        Your experience at home
  •        Demand for a replacement
You may add any other relevant details.


Belle Lee
Jalan Aman Jaya,
41000 Klang.

The Sales Manager
Sunshine Supermarket,
Jalan Baru,
41000 Klang.                                                             1st May 2016

Dear Sir / Madam,

A Bad Experience at Your Store

I recently bought a Sony TV at your store. The purchase was on 22nd March 2016 for RM 3600. The sales assistant demonstrated and tested the TV and found it was working. However, I tried it at home and only the USB ports were working well. The other connections, the HDMI ports did not function. I referred to the manual to ensure that I was handling the item correctly. After trying a few times, still to no avail.

2.   The next day, I took it back to the supermarket and showed it to the sales assistant. He tested the TV and also found that it was not working. But to my dismay he accused me of manhandling the equipment and refused to replace it. I requested to see the Sales Manager but I was told he was not available. I am very upset and annoyed at the way I was treated. After all the TV is under warranty. If the equipment is faulty why can’t it be replaced? I have the right to demand for a replacement of my TV.

3.   I hope you will look into this matter and ensure that this does not happen to anyone else again.

Thank you.

Yours sincerely,
(Belle Lee)


(verb) to see, get knowledge of, learn of, find, or find out; gain sight or knowledge
synonyms: detect, find, notice
(verb) to charge with the fault, offense, or crime (usually followed by of)
synonyms:   charge with
(verb) to handle roughly
(verb) indicate or show that one is not willing to do something
(noun) a book giving instructions or information
synonyms:   handbook, guide
No Avail
(phrase) no use; ineffective
(noun) concern and distress caused by something unexpected
synonyms:   alarm, shock, surprise
(verb) politely or formally ask for
synonyms:   ask for, appeal for, call for, seek
(verb) to act or behave toward (a person) in some specified way
synonyms:   behave towards, act towards
(adj) not working or made correctly; having defects
synonyms:   malfunctioning, broken, damaged, defective