Evaluating a letter of complaint

Question:

1. You are the Manager of Cabinet World. You receive the following letter of complaint. Consider whether the complaint is justified and what the business is legally required to do in response to each of the customer's demands. In addition to your legal obligations, what else might you consider when responding to the complaint?

2. In relation to the 'Evaluating a letter of complaint' activity how would you (as the Manager of Cabinet World) respond to each of the customer's demands?

[Adapted from the ACCC example letter of complaint available at: https://www.accc.gov.au/consumers/complaints-problems/write-a-complaint-letter]

Letter of complaint

Dear Manager

RE: COMPLAINT ABOUT FAULTY TELEVISION CABINET PURCHASED AT CABINET WORLD ON 1 JULY 2021

I am unhappy with the quality of a television cabinet I bought at Cabinet World on 1 July and I am writing to seek a replacement.

The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on 7 July and I noticed this problem as soon as I unpacked it from the box.

The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality and finish as the sample and arrange for return of the faulty cabinet at no cost.

I have attached a photocopy of my receipt as proof of purchase.

I would like to have this problem fixed quickly please. If I do not hear from you within 10 days, I will lodge a formal complaint with Consumer Affairs Victoria.

You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further.

Yours sincerely,

Jane Brown

Enclosed: Copy of the receipt for television cabinet