投诉类邮件/信函核心结构

一封有效的投诉信通常包含以下几个部分：

1. 主题行: 清晰明了，让对方一眼就知道邮件内容。
   • Complaint about [Product Name] - Order #[Order Number]
2. 称呼: 使用正式的称呼。
   • Dear Sir/Madam, 或 Dear [Customer Service Manager's Name],
3. 第一段 - 开门见山:
   • 表明身份和写信目的。
   • 提及订单号、产品名称、日期等关键信息。
4. 第二段 - 详细描述问题:
   • 客观、具体地描述问题所在,避免情绪化语言。
   • 如果是产品问题，说明是什么问题（如：破损、无法工作、与描述不符等）。
   • 如果是服务问题,说明服务过程中的具体失误。
5. 第三段 - 说明造成的影响和你的期望:
   • 解释这个问题给你带来的不便或损失。
   • 明确提出你希望得到的解决方案（如：退款、换货、道歉、维修等）。
6. 第四段 -
   • 表达希望问题能得到及时解决的愿望。
   • 提及如果问题未解决，你将采取进一步行动（如：向消费者协会投诉）。
7. 落款:
   • Sincerely, 或 Yours faithfully,
   • 你的名字和联系方式。

范文 1：投诉产品质量问题

场景： 你在网上购买了一件衣服，但收货后发现质量很差,与网站描述严重不符。

Subject: Complaint about Poor Quality of Order #[Order Number] - Item: Blue Cotton Shirt

Dear Sir/Madam,

I am writing to express my strong dissatisfaction with the quality of a recent purchase from your online store. I placed an order on [Date of Order], and my order number is #[Order Number]. The item in question is a blue cotton shirt (SKU: [Product SKU]).

Unfortunately, I was extremely disappointed when I received the product. The shirt I received is not made of 100% cotton as advertised on your website, but feels like a cheap, synthetic material. Furthermore, there are loose threads along the seams, and the color is significantly different from the one shown in the product photos. This is a clear case of false advertising and substandard quality.

This experience has been very frustrating, as I was buying this shirt for an important event. I expect the products I purchase to match their description and to be of acceptable quality.

Therefore, I request a full refund of my payment, which was [Amount]. I have already returned the item via [Name of Courier] on [Date of Return], and the tracking number is [Tracking Number]. Please confirm that you have received the item and process my refund at your earliest convenience.

I look forward to your prompt response and a satisfactory resolution to this matter. If I do not hear from you within [e.g., 7] business days, I will be forced to escalate this complaint to a consumer protection agency.

Sincerely,

[Your Name] [Your Phone Number] [Your Email Address]

范文 2：投诉服务问题

场景： 你去一家餐厅就餐，但服务态度恶劣，上菜速度极慢,且食物不熟。

Subject: Formal Complaint Regarding Service and Food Quality at [Restaurant Name] on [Date]

To the Manager of [Restaurant Name],

I am writing to file a formal complaint about my deeply unsatisfactory dining experience at your establishment on [Date of Visit] at approximately [Time of Visit].

My party of four was seated at [Table Number or Area]. We waited for over 40 minutes to have our order taken, and during this time, our requests for water were ignored. When the food finally arrived, my steak was ordered medium-rare, but it was served completely raw and cold. When I politely brought this to the attention of our server, his response was dismissive and he showed no urgency to correct the mistake.

This combination of extremely slow service and poor food quality ruined what should have been a special occasion. The staff's unprofessional and rude behavior was particularly unacceptable.

I expect an apology for this terrible experience. Furthermore, I would like to request a partial refund for the uneaten meal. I have attached a copy of the receipt for your reference.

I trust you will take this matter seriously and take appropriate action to prevent such a poor experience from happening again. I await your reply.

Yours faithfully,

[Your Name] [Your Phone Number]

核心词汇与句型

常用词汇

• 表达不满:
  • I am writing to complain about... (我写信是为了投诉...)
  • I am writing to express my strong dissatisfaction with... (我写信是为了表达我对...的强烈不满)
  • I am extremely disappointed with... (我对...感到非常失望)
  • I find this situation unacceptable. (我认为这种情况无法接受。)
• 描述问题:
  • The product is defective/faulty. (产品有缺陷/故障。)
  • It does not work as advertised. (它的功能和广告宣传不符。)
  • There was a significant delay in... (在...方面有严重的延误。)
  • The item arrived damaged/broken. (物品送达时已损坏/破碎。)
  • The service was unprofessional/rude/incompetent. (服务不专业/粗鲁/无能。)
• 提出要求:
  • I would like to request a full/partial refund. (我要求全额/部分退款。)
  • I would like to exchange the item for a new one. (我想换一个新品。)
  • I demand an apology for this matter. (我要求就此事道歉。)
  • I expect you to resolve this issue immediately. (我要求你们立即解决这个问题。)
• 威胁:
  • I look forward to your prompt reply. (我期待您的及时回复。)
  • I hope this matter can be resolved to my satisfaction. (希望此事能得到令我满意的解决。)
  • If this is not resolved, I will be forced to escalate the matter. (如果此事不能解决，我将被迫升级投诉。)
  • I will have no choice but to contact the Better Business Bureau / Consumer Protection Agency. (我将别无选择，只能联系商业改进局/消费者保护协会。)

万能句型

• 开门见山:
  • I am writing to complain about [the product/service] I received on [date].
• 描述事实:
  • The problem is that...
  • Specifically, [describe the problem in detail].
  • To be more specific, [give a concrete example].
• 提出解决方案:
  • Therefore, I would be grateful if you could...
  • I would appreciate it if you could...
  • My proposed solution is to...

希望这些模板和范文能对您有所帮助！在写投诉信时，请务必保持冷静、客观，并专注于事实,这样更容易达到您的目的。