Joy English
Joy English

B2 Scrittura

B2Email formali30 min

Un'email formale di reclamo

A formal email of complaint

Scrivi un reclamo educato ma fermo: spiega chiaramente il problema, fornisci dettagli precisi e di' quale azione ti aspetti.

Un reclamo formale si scrive a un'organizzazione quando un prodotto o un servizio non ha soddisfatto le tue aspettative. Il suo scopo è spiegare chiaramente il problema e convincere il lettore a rimediare. Il tono deve essere educato ma fermo: un linguaggio arrabbiato o emotivo di solito rende il reclamo meno efficace. Un reclamo tipico indica il motivo per cui scrivi, fornisce dettagli precisi (date, numeri d'ordine, che cosa è andato storto), spiega le conseguenze, dice che cosa ti aspetti che l'organizzazione faccia e si chiude in modo formale.

Testo modello

Complaint regarding order number 48213

Dear Sir or Madam,

I am writing to complain about a desk lamp that I ordered from your online shop on 2 March (order number 48213), and about the way my enquiries have been handled since then.

The lamp was due to arrive within five working days, but it was not delivered until 21 March. Moreover, when I opened the package, I discovered that the base was cracked and the lamp did not work. Please find attached photographs of the damage and a copy of my receipt. I contacted your customer service team by email on 22 March and again on 29 March, but I have not yet received a reply, apart from an automatic message promising a response within 48 hours.

As a result, I have been without a working lamp for my home office for almost a month, which has been extremely inconvenient. I chose your shop because of its reputation for reliable service, so I am particularly disappointed. I would therefore be grateful if you could arrange for the faulty lamp to be collected and either send a replacement or provide a full refund within the next fourteen days.

I look forward to hearing from you at your earliest convenience.

Yours faithfully,

Daniela Ruiz

Espressioni utili

FaseLinguaggio formaleDa evitare (troppo informale)
OpeningDear Sir or Madam, / Dear Mr Haddad,Hi there, / Hey,
Reason for writingI am writing to complain about ... / I wish to express my dissatisfaction with ...I'm really annoyed about ...
DetailsThe item was due to arrive on ... / On 3 May, I discovered that ...It came super late.
Adding pointsMoreover, ... / Furthermore, ... / In addition, ...Also, and another thing ...
ConsequencesAs a result, ... / This has caused considerable inconvenience.It totally ruined my week.
Request for actionI would be grateful if you could ... / I would appreciate it if you could ...Sort it out now.
ClosingI look forward to hearing from you. / Yours faithfully, / Yours sincerely,See you, / Cheers,

Esercizio 1 di 2

Formale o informale?

Scegli l'opzione più adatta a un'email formale di reclamo.

  1. Which opening is best when you do not know the reader's name?

  2. Which sentence best states the reason for writing?

  3. Which is the most appropriate way to ask for action?

  4. The heating did not work. _____, there was no hot water for two days.

  5. My flight was cancelled without warning. _____, I missed an important meeting.

  6. You started the email with 'Dear Mr Lindqvist'. How should you end it?

  7. Which is the most suitable final line?

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Esercizio 2 di 2

Completa le espressioni formali

Scrivi una parola per completare ogni espressione formale.

  1. I am writing to about the poor service I received on 4 June.

  2. I would be if you could send a replacement as soon as possible.

  3. The parcel was to arrive on Monday, but it did not arrive until Friday.

  4. I look forward to from you.

  5. Please find a copy of my receipt.

  6. I would appreciate it you could reply within seven days.

  7. I wish to my dissatisfaction with the way my complaint was handled.

0 risposte su 7

Tocca a te

Compito di scrittura

Di recente hai frequentato un corso di cucina nel fine settimana presso una scuola locale, ma sono andate storte diverse cose (per esempio, il corso è iniziato in ritardo, mancavano alcune attrezzature e una lezione è stata annullata senza preavviso). Scrivi un'email formale al responsabile del corso, il signor Haddad. Spiega che cosa è successo, descrivi le conseguenze e di' che cosa vorresti che la scuola facesse.

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Risposta modello

Dear Mr Haddad,

I am writing to express my dissatisfaction with the weekend cooking course I attended at your school on 11 and 12 October (booking reference CK-2290).

According to your website, each session was due to start at 9 a.m. However, on the first day we waited for over an hour because the instructor had not been informed of the timetable. Furthermore, there were not enough chopping boards and pans for the twelve participants, so we had to share equipment and could not complete several recipes. On the second day, the afternoon bread-making session was cancelled without any explanation, even though it was the main reason I had chosen this course.

As a result, I received only about half of the teaching I had paid for. I also travelled for over an hour each way to attend, which makes the situation even more frustrating.

I would therefore appreciate it if you could refund half of the course fee, or alternatively offer me a free place on a future bread-making class. I would also be grateful if you could explain what steps you will take to prevent similar problems.

I look forward to your prompt reply.

Yours sincerely,

Kenji Morita

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Fonte

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