Complaint Responses: When You Disagree

First sentence of introduction : Thank the reader for notifying you of the situation.
Second and third sentences : Let the reader know that you investigated the situation thoroughly and have found the cause of the problem.

Body : Explain why the situation occurred, taking an objective, chronological approach. Wipe your emotions away, making the message as factual as possible.

Closing : Apologize for the confusion or inconvenience without taking responsibility for it. Then, provide a number for customer questions or calls.

Dear Mr. McMurphy, Thank you for contacting us with your concerns about the price of our All-Care Washing Machine and Dryer set. After speaking with several of our salesclerks, we have found the source of the confusion.

The ad that you saw in the Herald Times did, indeed, state that the washer-dryer set cost $700. However, the sale ended on August 10 — ten days before your purchase. Since you signed the MasterCard sales slip without commenting, we had no way of knowing you expected a lower price. Otherwise, our salesclerk would have discussed the matter with you.

I hope you enjoy your washing machine and dryer and do apologize for the confusion. If you have any questions, please call me at 555-4253. Sincerely,