IELTS Formal Letter: Letter to an online retailer regarding damaged goods

The task

You ordered an item from an online store and it has arrived damaged.

Write a letter to the retailer to complain. In your letter:

→explain why you are unhappy
→request a refund
→make arrangements to return the damaged item

Write at least 150 words. You do not need to write any addresses. Begin your letter: Dear ...,

Model answer

Band 8 sample letter

Band 8194 words. Names and details are invented; write your own.

Dear Customer Service Team,

I am writing to express my profound disappointment regarding order #98273, an antique-style ceramic lamp, which arrived at my home yesterday. Unfortunately, upon opening the parcel, I discovered that the item was shattered into several pieces, rendering it entirely unusable.

Given that the packaging appeared intact, it seems the damage occurred prior to shipping or due to insufficient protective padding within the box. As I purchased this item specifically for a housewarming gift, I am understandably frustrated by the condition in which it arrived.

I would appreciate a full refund of the purchase price, including the original delivery fees, credited back to my credit card as soon as possible. Please confirm once this transaction has been processed.

Regarding the damaged goods, please let me know if you require me to return the broken pieces to your warehouse. If a return is necessary, kindly provide a pre-paid shipping label, as I am unwilling to incur further expenses for a faulty product. Alternatively, if you prefer, I can dispose of the item locally once you provide written confirmation.

I look forward to your prompt response regarding this matter.

Yours faithfully,

Julian Thorne

Write your own and get a band

Answer this prompt in a timed General Training writing test and get a band for task achievement, coherence, vocabulary and grammar, with the sentences to fix.

Write a letter, get a band free →

Examiner's view

Why this scores well

A Band 8 response clearly addresses all three bullet points with a professional, consistent tone and appropriate formal language. A common Band 6 error is failing to propose a specific arrangement for the return of the item, leaving the request incomplete or vague.

→Write to an organisation or someone you do not know: open with Dear Sir or Madam, close with Yours faithfully.
→If you know the person's surname, use Dear Mr or Ms and close with Yours sincerely.
→No contractions, no slang; polite indirect requests such as I would be grateful if you could.

6 phrases

Useful phrases from the letter

profound disappointment
a very strong feeling of being let down
rendering
causing something to be in a certain state
insufficient
not enough of something required for a task
credited
adding money back into a financial account
incur
to become subject to an unpleasant cost
prompt
done without delay and in a timely manner

Frequently asked questions

Is this letter formal or informal?+

Formal. Write to an organisation or someone you do not know: open with Dear Sir or Madam, close with Yours faithfully.

How many words should an IELTS General Training letter be?+

At least 150 words, and 160 to 200 is the comfortable range. Spend about 20 minutes on it and leave 40 for Task 2, which carries twice the marks.

What does the examiner look for?+

Keep practising

More complaint letters

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