Joy English · Livello B2 · Email formalijoy-english.com
Un'email formale di reclamo
Nome:Data:
Scrivi un reclamo educato ma fermo: spiega chiaramente il problema, fornisci dettagli precisi e di' quale azione ti aspetti.
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
Formale o informale?
Scegli l'opzione più adatta a un'email formale di reclamo.
- Which opening is best when you do not know the reader's name?
- Which sentence best states the reason for writing?
- Which is the most appropriate way to ask for action?
- The heating did not work. ___, there was no hot water for two days.
- My flight was cancelled without warning. ___, I missed an important meeting.
- You started the email with 'Dear Mr Lindqvist'. How should you end it?
- Which is the most suitable final line?
Completa le espressioni formali
Scrivi una parola per completare ogni espressione formale.
- 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.
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.
180–260 parole
Controlla il tuo testo
- Ho usato un saluto formale e una chiusura coerente con esso.
- Il mio primo paragrafo indica il motivo per cui scrivo.
- Ho fornito dettagli precisi come date, orari o un codice di prenotazione.
- Ho spiegato le conseguenze dei problemi.
- Ho fatto una richiesta di azione chiara ed educata (I would be grateful if ...).
- Ho evitato le forme contratte e il linguaggio informale o emotivo.
Soluzioni
Formale o informale?
- a) Dear Sir or Madam,Dear Sir or Madam è l'apertura formale standard quando non conosci il nome del lettore.
- b) I am writing to complain about my recent stay at your hotel.È chiara, formale ed educata. Le altre frasi sono informali o emotive.
- c) I would be grateful if you could refund the full cost of the ticket.Una richiesta indiretta con I would be grateful if you could ... è educata ma ferma.
- b) FurthermoreFurthermore aggiunge un altro problema. However e Nevertheless introducono un contrasto.
- a) As a resultAs a result introduce una conseguenza del problema.
- b) Yours sincerely,Quando il saluto usa il nome della persona, l'inglese britannico usa Yours sincerely.
- a) I look forward to hearing from you.I look forward to hearing from you è la frase finale formale standard. Le altre sono informali.
Completa le espressioni formali
- complainI am writing to complain about ... indica lo scopo di un reclamo.
- grateful / obliged / thankfulI would be grateful if you could ... è una richiesta educata e formale.
- due / supposed / expected / scheduled / meantWas due to arrive significa che sarebbe dovuto arrivare in quel momento.
- hearingIn look forward to, to è una preposizione, quindi è seguita dalla forma in -ing: hearing.
- attached / enclosedPlease find attached (in un'email) o enclosed (in una lettera) introduce un documento che stai inviando.
- ifI would appreciate it if you could ... è una richiesta formale.
- express / voice / registerEsprimiamo insoddisfazione, proprio come esprimiamo un'opinione o un ringraziamento.
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