How to Write a Formal Complaint Letter for Faulty Products

Formal Complaint Letter Template

Dear Sir/Madam,

I am writing to formally complain about a product I purchased on your website on 28th February 2026. The item, a black mug with a humorous inscription, was intended as a gift for my father. Unfortunately, the product did not meet my expectations.

Description of Issues

Firstly, the product description on your website stated a capacity of 360 ml; however, upon measurement, it holds less than 300 ml. Furthermore, the inscription is scratched and illegible, rendering it unsuitable as a gift. Additionally, the packaging is dull and grey, which is disappointing.

Requested Resolution

While I could replace the packaging, the damage to the mug itself is unacceptable. I request a full refund or a replacement item that matches the advertised specifications. Given the price of £20, I expected a higher quality product.

I look forward to your prompt response and a swift resolution to this matter.

Yours faithfully,
XYZ

Useful Vocabulary for Complaints

• General Phrases:
  • The item is faulty/damaged.
  • It is the wrong size or color.
  • It differs from the description.
  • This is unacceptable.
  • I expect a full refund or an exchange.
• Condition Descriptors:
  • Physical damage: Scratched, dented, cracked, torn, or faded.
  • Cleanliness: Filthy, stained, dusty, or greasy.
  • Quality: Faulty, flimsy, poor quality, or cheap.
  • Packaging: Crushed, smelly, leaking, or shabby.
  • Other: Incomplete, illegible, outdated, or useless.