Help with a complaint letter please

Nicki

I like Dannahaz's approch too, although I would be tempted to add in (just before you ask for what you are actually looking for): "Had I bought the food in one of your competitors stores with a similar outcome, they would at a minimum have replaced the rotten food and given me a refund, and would almost certainly have done more than the minimum, given that this was food bought for the Christmas celebration"

(my understanding is that this is Sainsbury's policy. It was when I last shopped there, though that was a couple of years ago now)

I think if you are nice about it, they will do a bit better for you. I did my Christmas shopping online with Tesco this year, and they made about 6 substitutions and were unable to supply two items (none crucial). I didn't complain, although I did reject a couple of the substitutions and completely unprompted they sent me a £10 voucher and a letter of apology for ruining my Christmas (which they hadn't at all, but may in fact have saved us all putting on an extra few pounds!)

dannahaz

Nicki wrote:

I like Dannahaz's approch too, although I would be tempted to add in (just before you ask for what you are actually looking for): "Had I bought the food in one of your competitors stores with a similar outcome, they would at a minimum have replaced the rotten food and given me a refund, and would almost certainly have done more than the minimum, given that this was food bought for the Christmas celebration"

Yes, that's a really good idea. Here we are - still with two closing options:


Dear xxx

Thank you for your letter and gift voucher in response to my complaint dated xxxx (copy enclosed for your information). iDon't forget to enclose a copy of your original complaint.

Whilst I appreciate the £15 voucher, it really only covers the cost of the meat and the cost of my returning it to you. It does not compensate me for my family's ruined Christmas lunch, and I had expected better from a Company whose stated core values are 'no-one tries harder for customers' and 'treat people how we like to be treated'

Had I bought the food in one of your competitors stores with a similar outcome, they would at a minimum have replaced the rotten food and given me a refund, and would almost certainly have done more than the minimum, given that this was food bought for the Christmas celebration.

Now, I'm not sure how to finish this...whether to put in a figure and see what happens, or to pass it over to them and see what they come up with.

Option 1 - name a figure
I would like to be able to redo Christmas lunch for my family of X ( insert number of people here) , and I estimate this will cost me around £x. I suggest this figure would be a more appropriate level of compensation.

I thank you in anticipation, and look forward to hearing from you

(When thinking about the cost of this, don't go mad but do think about your starter, main course, dessert, wine, cheese. And don't forget that whatever they send you in vouchers, it costs them less than the face value, IYKWIM, and so your ogure should be uplifted to reflect this.

Option 2 - over to them
I would like to be able to redo Christmas lunch for my family of X, and I believe that compensation to cover the cost of this would be fair.

I thank you in anticipation, and look forward to hearing from you.


Over to you Keater.