Passive voice: скарга на доставку (B2)

Dear Customer Service Manager,

I am writing to express my dissatisfaction with order number 88421, which should have been delivered by your courier on 12 April but was never received by me or by my neighbours. The tracking page was updated incorrectly because the package was marked as delivered by your system although no signature was collected by your driver at my address.

I waited at home on the promised date because the item was needed by my daughter for a recital on 14 April. Calls were made by me to your helpline three times, and each time I was told that an investigation would be opened by a supervisor who would contact me within forty-eight hours. No follow-up was provided by anyone, and emails that were sent by me on 13 and 15 April were answered only with automated replies generated by your software.

According to your terms, compensation should be offered when goods are lost by carriers contracted by your firm. The violin strings that were ordered by me are not easily replaced locally, and a refund should be processed by your accounts department without further delay. Alternatively, a replacement should be shipped by express delivery at no cost to me because the original fault was caused by failures that could have been prevented by adequate scanning procedures used by warehouse staff.

Evidence has been attached to this message. Screenshots were taken by me of contradictory tracking entries, and statements were collected by two neighbours who confirmed that no van was seen by them on our street during the delivery window quoted by your app. CCTV footage from our doorbell was reviewed by us, and no visitor was recorded by the camera on the date in question.

I understand that parcels are sometimes left with shops when recipients are unavailable, but no card was left by your driver, and no collection code was issued by the system. Responsibility cannot be shifted to me when basic steps were skipped by personnel who failed to follow guidelines that are published on your website and that should be enforced by team leaders during daily briefings.

If the matter is not resolved by 30 April, a chargeback will be initiated by my bank, and a report will be filed by me with the consumer protection office. I prefer to avoid those steps because time has already been wasted by delays that were compounded by silence from staff who were apparently unaware that reputations are damaged when customers are ignored after promises are made by scripts read aloud in call centres.

Please confirm by return email that a full refund will be issued by your finance team within five working days, and that an apology will be sent by a manager who is authorised to acknowledge errors that were made by your delivery partner. Future orders will be considered by me only if improvements are demonstrated by actions rather than by generic assurances that are written by marketing departments.

Yours faithfully,
Elena Vasquez

Enclosure: tracking screenshots, neighbour statements, doorbell log exported by the device manufacturer on 16 April.

A Formal Complaint About a Parcel That Should Have Been Delivered

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