Concert photo by Stux


Your teacher has asked you to write a letter of complaint. Imagine this situation. You have ordered some clothes in an online shop

  1. your delivery came after eight days (instead of seven)
  2. the package was wet and torn
  3. a T-shirt has a different colour and
  4. a sweatshirt which is too small for you (it is the size M not L)

Write a letter to complain about your purchase (Kauf).


Dear Sir / Madam,

I am writing to you to complain about the service of your online shop. Yesterday I received my package which I ordered on 9th November in your online shop.

The first thing I would like to draw your attention to is delivery time. The package arrived after eight days, and on your website you state that delivery time is maximum seven days. Furthermore, the package was wet and damaged. When I unpacked it, I immediately noticed that the T-shirt was the wrong colour. I had ordered a blue T-shirt, but the one I received was emerald green, quite a different colour. In addition to this, a sweatshirt which you sent me was also wrong. I had ordered size L but received size M, which is too small for me.

I often buy things on your website and have never had any problems.  I have already sent the goods back to your company and I would appreciate if you could give me a full refund. Below you will find my bank account number.

I look forward to your early reply.


Yours faithfully,

Peter Braun


You teacher has asked you to write an e-mail of complaint. Imagine this situation. Your mum has booked online a hotel in Brighton.  but when you arrived some problems occurred and you want to complain about them to the manager.

  1. What was wrong (no free internet in the room, the shower was broken, noisy)
  2. Suggest how he/she can improve the service
  3. Ask for a refund.

The name of the hotel manager is Mr Frank Mamota. Write 180-220 words.


TO: Mr Frank Mamota
FROM: Lukas Brown
SUBJECT: Complaint about our stay at your hotel


Dear Mr Mamota,

I am writing to you to express my dissatisfaction (Unzufriedenheit) with my stay at your hotel in Brighton from 20th-24th September this year.  The booking was made by my mother online through your website.

Firstly, the hotel failed to meet the description which is online. The room was not only small but also there was no free internet there. In addition, the shower was broken. When I went to the reception desk and informed the person there about the problems she answered that the internet does not work in rooms and the shower would be fixed the next day. She was impolite and rude to me.

Furthermore, your hotel is situated next to a busy main road, and it was extremely noisy all the time, even at night. The sea was a ten-minute walk from our hotel.

First of all, I would suggest free internet in each room. I think nowadays it is as important as a clean bathroom. Secondly, you should improve customer service in your hotel. And last but not least, the description online should not misinform the customers.

I and my family are very upset. The stay at your hotel ruined our holidays and we expect to get a partial refund and an apology from you.

I look forward to your reply.


Yours sincerely,

Lukas  Brown