Response to Complaint of Delay of Delivery

Response to Complaint of Delay of Delivery

Letters Kate

A response to a delivery delay complaint is a formal letter on company letterhead written by the organization with which the customer has lodged a complaint. It is addressed to that customer, and the organization provides an explanation and an apology to make the angry customer happy. As this is a response letter, it should clearly and properly handle the particular complaint and issue of the delay in the delivery of products that the customer has faced.

A delay in the delivery of goods from the organization’s side may occur due to many reasons, such as:

  • There was a shortage of raw materials, which delayed production.
  • The union strikes or other internal and external factors delayed the production.
  • Some other projects needed production on an urgent basis.
  • The quality check department did not approve the products, so they needed to be produced again before being sent to the customer.
  • The courier company or the delivery department did not pick up at the right time, etc.

These reasons may be unknown to a customer, and if he gets a late delivery, his business and income might also be affected. He would complain to the company and demand compensation or an explanation. Therefore, the organization is responsible for catering to his complaint and informing him about the factors that caused a delayed delivery. In addition, usually, some offer is given to make up for the customer’s lost business or time.

The correspondence with the customer is usually done through a letter of response to the complaint of delay in delivery. The information included in such letters may vary as per:

  • The circumstances,
  • The company’s policies,
  • The severity of the complaint,
  • The relationship with the customer,
  • The compensation offered by the company, etc.

However, generally, the following details are included in such letters:

  • Date.
  • Customer details.
  • Organization details.
  • Reference to the customer’s complaint.
  • Organization’s response, explanation, and reasons behind the delay in the delivery.
  • Apologetic statements to make the customer satisfied as well as to retain him.
  • Compensation or offer to make up for the delay.
  • Request the customer to avoid giving negative reviews or bad-mouthing the organization.

Sample Letter

Eric Dane
Manager at ABC Shop

Dated: 28th February 20XX

Subject: Response to delayed delivery complaint

Dear Eric,

I hope this letter finds you in the best of health and happiness. I am writing to respond to your complaint that you lodged yesterday on our official website regarding the issue of delayed delivery. Our team viewed your complaint and, to take matters seriously, made efforts to find the culprit behind the delayed delivery. Our company takes great pride in providing timely delivery of your goods at your doorstep; therefore, we apologize for the delay.

Upon investigation, we found out that your package was handed to the delivery team on time, but the delivery vehicle had a serious accident, and the delivery process was delayed. A change of vehicle also lengthened the delivery process, so you had to suffer.

The accident was uncalled for, but we apologize for the inconvenience it caused you. We will try to provide exceptional services in the future. We expect you to trust us and enjoy our services fully, as our team is more than happy to serve its valued customers.

Best wishes.

Regards,

[Writer Name]
Manager at XYZ Company


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