Joy English · المستوى B2 · الرسائل الإلكترونية الرسميةjoy-english.com

رسالة بريد إلكتروني رسمية للشكوى

الاسم:التاريخ:

اكتب شكوى مهذبة لكنها حازمة: اشرح المشكلة بوضوح، وقدّم تفاصيل دقيقة، واذكر الإجراء الذي تتوقعه.

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

رسمي أم غير رسمي؟

اختر الخيار الأنسب لرسالة بريد إلكتروني رسمية للشكوى.

Which opening is best when you do not know the reader's name?
- a) Dear Sir or Madam,
- b) Hi everyone,
- c) To my friend at customer service,
Which sentence best states the reason for writing?
- a) I'm writing coz I'm really fed up with your hotel.
- b) I am writing to complain about my recent stay at your hotel.
- c) Your hotel is the worst in the world!
Which is the most appropriate way to ask for action?
- a) Give me my money back immediately.
- b) I want a refund or else.
- c) I would be grateful if you could refund the full cost of the ticket.
The heating did not work. ___, there was no hot water for two days.
- a) However
- b) Furthermore
- c) Nevertheless
My flight was cancelled without warning. ___, I missed an important meeting.
- a) As a result
- b) Although
- c) In contrast
You started the email with 'Dear Mr Lindqvist'. How should you end it?
- a) Yours faithfully,
- b) Yours sincerely,
- c) Love,
Which is the most suitable final line?
- a) I look forward to hearing from you.
- b) Write back soon!
- c) Bye for now.

أكمل العبارات الرسمية

اكتب كلمة واحدة لإكمال كل عبارة رسمية.

I am writing to ___ about the poor service I received on 4 June.
I would be ___ if you could send a replacement as soon as possible.
The parcel was ___ to arrive on Monday, but it did not arrive until Friday.
I look forward to ___ from you.
Please find ___ a copy of my receipt.
I would appreciate it ___ you could reply within seven days.
I wish to ___ my dissatisfaction with the way my complaint was handled.

مهمة كتابة

حضرتَ مؤخرًا دورة طبخ في عطلة نهاية الأسبوع في مدرسة محلية، لكن عدة أمور سارت بشكل خاطئ (مثلًا بدأت الدورة متأخرة، وكانت بعض المعدات مفقودة، وأُلغيت جلسة واحدة دون إشعار). اكتب رسالة بريد إلكتروني رسمية إلى مدير الدورة، Mr Haddad. اشرح ما حدث، وصِف العواقب، واذكر ما تريد من المدرسة فعله.

180–260 كلمة

راجع كتابتك

استخدمتُ تحية رسمية وخاتمة تناسبها.
فقرتي الأولى تذكر سبب الكتابة.
قدّمتُ تفاصيل دقيقة مثل التواريخ أو الأوقات أو رقم الحجز.
شرحتُ عواقب المشكلات.
قدّمتُ طلبًا واضحًا ومهذبًا لاتخاذ إجراء (I would be grateful if ...).
تجنّبتُ الصيغ المختصرة واللغة غير الرسمية أو العاطفية.

مفتاح الإجابات

رسمي أم غير رسمي؟

a) Dear Sir or Madam,Dear Sir or Madam هي الافتتاحية الرسمية المعتادة عندما لا تعرف اسم القارئ.
b) I am writing to complain about my recent stay at your hotel.هذه الجملة واضحة ورسمية ومهذبة. أما الجمل الأخرى فغير رسمية أو عاطفية.
c) I would be grateful if you could refund the full cost of the ticket.الطلب غير المباشر بـ I would be grateful if you could ... مهذب لكنه حازم.
b) FurthermoreFurthermore تضيف مشكلة أخرى. أما However وNevertheless فتقدّمان تناقضًا.
a) As a resultAs a result تقدّم نتيجة للمشكلة.
b) Yours sincerely,عندما تستخدم التحية اسم الشخص، تستخدم الإنجليزية البريطانية Yours sincerely.
a) I look forward to hearing from you.I look forward to hearing from you هي الجملة الأخيرة الرسمية المعتادة. أما الجمل الأخرى فغير رسمية.

أكمل العبارات الرسمية

complainI am writing to complain about ... تذكر الغرض من الشكوى.
grateful / obliged / thankfulI would be grateful if you could ... طلب رسمي مهذب.
due / supposed / expected / scheduled / meantWas due to arrive تعني أنه كان يجب أن يصل في ذلك الوقت.
hearingفي look forward to، الكلمة to حرف جر، لذا يأتي بعدها صيغة -ing: hearing.
attached / enclosedPlease find attached (في البريد الإلكتروني) أو enclosed (في الرسالة الورقية) تقدّم مستندًا ترسله.
ifI would appreciate it if you could ... طلب رسمي.
express / voice / registerنعبّر عن عدم الرضا، كما نعبّر عن رأي أو شكر.

إجابة نموذجية

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