Complaint email that gets a reply, not a template answer
Your order arrived broken, the repair failed twice, or you were charged for something you cancelled. Angry emails get ignored; clear ones get fixed. This prompt has your todo.is agent write a firm, polite complaint email with the order details, what went wrong, the remedy you want and a reasonable deadline, and it can check the company's own refund policy page first.
The prompt
- Write a complaint email to [COMPANY] about [WHAT WENT WRONG]. Details: [ORDER NUMBER, DATES AND AMOUNT]. Find their refund, returns or warranty policy on [COMPANY WEBSITE] and quote the part that supports my request, with the link. Ask for [THE REMEDY YOU WANT] within [DEADLINE], and say what I will do next if there is no reply, such as a card chargeback or a complaint to the consumer body in [YOUR COUNTRY]. Tone: firm, polite, no insults. Under 200 words, a subject line with the order number, and a list of the photos or receipts I should attach. Save it as a Gmail draft and do not send it.
What to change
- [COMPANY]: E.g. "Nordhaus Furniture".
- [WHAT WENT WRONG]: E.g. "a dining table delivered with a cracked leg".
- [ORDER NUMBER, DATES AND AMOUNT]: E.g. "order NH-55120, delivered 12 Oct, 640 euros". Or attach the receipt.
- [COMPANY WEBSITE]: E.g. "nordhaus-furniture.com". Your agent reads their policy pages.
- [THE REMEDY YOU WANT]: E.g. "a replacement leg", "a full refund" or "a repair at no cost".
- [DEADLINE]: E.g. "14 days" or "by 31 October".
- [YOUR COUNTRY]: E.g. "Germany" or "California". Used to name the right next step.
Example result
- The email
- To: customercare@nordhaus-furniture.example
- Subject: Complaint: damaged table, order NH-55120
- Dear Nordhaus Customer Care,
- On 12 October I received my Elm dining table (order NH-55120, 640 euros). When we unpacked it the same day, one leg had a 10 cm crack along the joint, so the table is not safe to use. Photos are attached.
- Your delivery policy says that items "damaged on arrival will be repaired or replaced at no cost if reported within 7 days" (source: your Delivery and Returns page). I am reporting it within that time.
- Please send a replacement leg, or arrange a replacement table, within 14 days, by 31 October. Please also confirm by email how and when it will be delivered.
- If I do not hear back by then, I will ask my card provider for a chargeback and contact the consumer advice centre.
- Thank you for your help.
- Kind regards,
- Lena Hoffmann
- +49 151 0000 0000
- Attach
- • Photo of the crack, close up
- • Photo of the whole table and the box label
- • Order confirmation or receipt
- What works in a complaint email
- • One problem, one remedy. Mixing three complaints makes it easy to answer none
- • Their own policy quoted back is more persuasive than "I know my rights"
- • A specific deadline and next step, stated calmly
- Note: this is a draft. Consumer rules differ by country; for large amounts or a dispute, check with a consumer advice service.
How to do it with todo.is
- Copy the prompt and fill in the company, the problem, your order details and what you want.
- Paste it into todo.is or send it to your agent on WhatsApp, and attach your receipt and photos.
- Your agent reads the company's policy, quotes the useful part with a link and writes the email.
- Send it yourself, then ask: "remind me on 31 October if they have not replied, and draft a follow-up".
Tips for a better result
- Send the complaint to a named address or form from their contact page, and keep a copy. Chat messages are hard to prove later.
- Ask for one remedy. If you would accept either a refund or a replacement, say which you prefer.
- Do not threaten a lawsuit in the first email. Mention the next step calmly instead.
- If you paid by card, a chargeback is often possible for goods not delivered as described. Check your bank's time limits.
complaint email: FAQ
- How do I write an effective complaint email? State what you bought and when, what went wrong, the remedy you want and a deadline. Attach evidence and keep it calm and short.
- Who should I send a complaint email to? Start with the official customer service address or contact form. If there is no answer, escalate to a manager or the company's complaints department.
- How long should I wait for a reply? Give a reasonable deadline, often 7 to 14 days. If they miss it, send one follow-up, then use the next step you mentioned.
- Is a complaint email the same as a complaint letter? The content is the same. A formal letter is sometimes needed for legal steps; ask your agent to turn the email into a dated PDF letter.
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