产品的抱怨信应包括一下内容：

● 产品的型号（model number）及详尽说明。

● 出售此产品商店的名称和地址。

● 购货日期。

● 付费#5@p（Paid Invoice）或收据。

● 简要说明存在的问题。

● 说明是否是第一次写信提及出现的问题。如果不是，给出你以前写信的时间以及对方最近回复的日期以及回函人的姓名。

● 明确表明你的愿望。

写抱怨信应遵循以下原则：

● 清楚、得体但语气又鉴定地说明激发你写信的原委。

● 表明期待对方做什么，是要求他们退还商品，改进服务，重新发货，做某种调查，还是其他。

● 避免在心中显露你的愤慨（除非你心中提到的问题多次发生，而且前几封信没有任何效果）。

● 如果你期望对方合理解决问题，劝说的语气比威胁的语气更利于达到目的。

答复函应包含以下几个方面的内容：

● 对所投诉的问题作简单道歉。

● 对给顾客招致的不变、麻烦、损失等表示遗憾。

● 提出解决问题的办法。

● 向顾客保证今后尽量避免犯同样的错误，并希望双方继续合作。

常用套语

一． 抱怨

1. The quality of this consignment is far from being satisfactory.

交付的货物质量远不能令人满意。

2. When we came to examine the goods dispatched by you on … we found that … 当我们着手检查你们…月…日发出的货物时，我们发现…

3. We are sorry to say that the cargo has not turned out to our satisfaction. 很遗憾，货物不能令人满意。

4. We have received a number of complaints from several of our customers concerning the … supplied by you on…

我们收到好几位顾客对你们… 月…日所提供的…提出责问。

5. We are sorry to report that one of the cases of your consignment was badly damaged when delivered on …

非常遗憾不得不告诉您，于…月…日运到的货物中有一箱已严重损坏。

6. The captioned goods you shipped on … arrived here yesterday. On examination, we have found that many of the sewing machines are severely damaged, though the cases themselves show no trace of damage.

您方…月…日发来的标题所列的货物于昨日收到。尽管箱子表面无任何受损痕迹，但许多台缝纫机损坏严重。

7. We have received your shipment covering our order No. … for …, but have found that one of the cases of your consignment is in badly damaged condition.

我们已经收到您按本公司…号订单所运来的…，发现其中有一箱已遭严重破损。

8. The shipment of … that we ordered on … for delivery on May 14, did not arrive until May 20. The late delivery is inexcusable since we made it clear when we wanted the … and why.

我公司于…月…日订购要求于5月14日交货的…直至5月20日才运到，交货迟缓是不能原谅的，因为我们曾说清楚何时要用…以及理由。

9. This delay has inconvenienced us considerably. We should appreciate it if you would inform us by return mail when we may expect the goods.

延误已给我方带来极大不便，望函复我方何时可以发货。

10. The goods we ordered from you on … have not yet been delivered.

我们于…月…日向您方订购的货物，迄今尚未交货。

11. We have received your goods carrying our order No. … of …. Upon opening the case we found it contained completely different articles.

关于我们…月…日的…号订单，您交运的货物本公司已收到。在开箱时，我们发现其中的货物跟本公司订的完全不同。

12. On examination we find that three pieces do not correspond with the original sample.

在验收时，我们发现其中三件与原来样品不符。

13. Upon examining your first delivery, we find that it does not contain the assortment which we ordered.

检验贵公司运来的第一批货，我们发现此货不是我们所订的种类。

14. In checking the contents against your enclosed invoice, it was found that several items were missing.

对照随货附上的#5@p及产品内容后，我们发现几项短缺。

15. Your goods of 300 cameras arrived today. On opening the container we found that the goods were short by…

贵公司所运来300台照相机于今日收到，在打开货柜时，我们发现少了…台。

16. Your prompt attention is appreciated.

你方若能迅速处理此事，我们将不胜感激。

17. We shall be glad if you will look into the matter at once and let us know the reason for delay.

希望你们立即调查此事，并告诉我们延误的原因。

 

第二篇：商务英语推销信

Dear Customer， We said it and we mean it: NEVER WASH PANS AGAIN!

(开头前半句押韵，后半句单词都是大写，吸引读者注意。整句话都是短句，读起来朗朗上口。) You can now do all your cooking in beautiful Ceramic Ware—cook and serve food in the same lovely dishes! Boil, fry, roast, bake—do it all in Ceramic Ware. Freeze food in the same dishes, if you wish. These beautiful utensils, made of the same amazing ceramic used in missile cones, can go from freezer to stove to table. You then slip them into the dishwasher or the sink with the other dishes. Never slave at scouring pans again. （这一段描述了产品的制造材料和功能，吸引读者的兴趣。而最后一句更是与第一句相呼应，突出词产品的最吸引人之处。）

Come see Ceramic Cookware Demonstrated in Big Store's Housewares Department on Wednesday, Thursday, Friday（April 10th, 11th, and 12th）

（这一段是介绍产品的展销地点与时间，会让读者更加信服上面所说的产品的特点） Handle these Ceramic cook-and-serve pieces. Test and try them yourself. You'll be impressed by their practical and beautiful design, and more important of all the surprisingly reasonable prices.

（前半部分运用动词描写产品实用，后半部分用形容词描写所推销产品的物美价廉，借此更加引起人们的兴趣。与开头想呼应）

Yours，

very truly

Dear Customer，

We said it and we mean it: NEVER WASH PANS AGAIN!

You can now do all your cooking in beautiful Ceramic Ware—cook and serve food in the same lovely dishes! Boil, fry, roast, bake—do it all in Ceramic Ware. Freeze food in the same dishes, if you wish. These beautiful utensils, made of the same amazing ceramic used in missile cones, can go from freezer to stove to table. You then slip them into the dishwasher or the sink with the other dishes. Never slave at scouring pans again. Come see Ceramic Cookware Demonstrated in Big Store's Housewares Department on Wednesday, Thursday, Friday（April 10th, 11th, and 12th）

Handle these Ceramic cook-and-serve pieces. Test and try them yourself. You'll be impressed by their practical and beautiful design, and more important of all the surprisingly reasonable prices.

Yours，

very truly