Apologies

Dear Mr Thomas

Thank you for your letter concerning your problem with the 45ZT mobile phone you purchased from o
urCentral Plaza store.

It is company policy to repair or replace all faulty products. We will only provide a refund if this is notpossi
ble. Please return the phone to the Central Plaza store at your earliest convenience, and we willarrange to
either repair or replace it.

Please accept our apologies for the inconvenience.

Yours sincerely

Brad Holmes
Product Manager
Complaint Letter:

Dear Sir or Madam

Two weeks ago, I purchased a 45ZT mobile phone (model no. 12568498) from your store in the CentralPl
aza. Unfortunately, buttons 4 and 8 have stopped working. This is very disappointing, as I need thisphone
to conduct business. I would like you to reimburse me for the cost of the phone. I have enclosed acopy of
the receipt.

Yours faithfully

Paul Thomas
Reply Letter:

Dear Mr Thomas

Thank you for your letter concerning your problem with the 45ZT mobile phone you purchased from ourCe
ntral Plaza store.

It is company policy to repair or replace all faulty products. We will only provide a refund if this is notpossi
ble. Please return the phone to the Central Plaza store at your earliest convenience, and we willarrange to
either repair or replace it.

Please accept our apologies for the inconvenience.

Yours sincerely

Brad Holmes
Product Manager


Dear Mr Thomas
Thank you for your letter concerning your problem with the 45ZT mobile phone you purchased from our
Central Plaza store. (acknowledge the customer's problem)
It is company policy to repair or replace all faulty products. We will only provide a refund if this is not
possible. Please return the phone to the Central Plaza store at your earliest convenience, and we will
arrange to either repair or replace it. (explain the company's refund policy) (ask the customer to bring
the phone into the store)
Please accept our apologies for the inconvenience.
Yours sincerely (the closing statement and sign off)

Brad Holmes
Product Manager
Complaint Letter:
Dear Sir or Madam
Last week, I purchased a Sandstone fax-master printer (model no. 175694) from your website. Unfortunately, I am
unable to buy the correct type of paper at my local shopping centre. This is very inconvenient, because I need this fax-
printer to conduct business. I want to buy my paper locally. I would like you to reimburse me for the cost of the printer. I
have enclosed a copy of the receipt.
Yours faithfully
Sandra Adams
Reply Letter:
Dear Ms Adams
Thank you for your letter concerning your difficulty purchasing the correct paper for the Sandstone fax-master printer. It
is company policy to only supply paper to the major supply stores.
Please return the printer and the receipt to our central city store, and we will provide a full refund of the purchase price.
Please accept our apologies for the inconvenience.
Yours sincerely
Brad Holmes
Product Manager



Complaintment

Dear Mr Vekkers

Your sales team has failed to meet Red Sun's required sales targets for the month of April. You should
acknowledge receipt of this notice, and arrange to meet with me within three days of receiving this letter.

Yours sincerely
Anna Octavia
Senior Sales Manager

Dear Ms Octavia
I am replying to your letter regarding our failure to meet sales targets in April. On behalf of my team I
wish to apologise for this situation.
We were unable to meet the targets due to circumstances beyond our control. I will explain this in detail
at our meeting.
May I suggest that we meet this Friday at 10 am?
Yours sincerely
Gavin Vekkers
Explaining with 'due to'

The phrase 'due to' can be used to show that a situation or event, for example, 'we were unable to meet
targets', is the direct result of something else, for example, circumstances beyond our control.

There were circumstances beyond our control. We were unable to meet our targets.

Due to circumstances beyond our control, we were unable to meet our targets.

or

We were unable to meet our targets due to circumstances beyond our control.

1. Due to circumstances beyond his control, Mr Smith could not meet the deadline. / Mr Smith could
not meet the deadline due to circumstances beyond his control.
2. Due to bad weather conditions, my flight was delayed. / My flight was delayed due to bad weather
conditions.
3. Due to new government regulations, the company might need to raise prices. / The company might
need to raise prices due to new government regulations.

Dear Ms Smith

The company has received five client complaint letters this month. All the letters have complained that
delivery was late. Would you please arrange a time to meet with me to discuss this situation?

Yours sincerely
Anna Octavia
Senior Sales Manager

Write a reply:
apologise for the late deliveries
say that you are not responsible
suggest a date and time for the meeting
Dear Ms Octavia
I am replying to your letter regarding the client complaint letters you received. On behalf of my team I
wish to apologise for the late deliveries.
We were unable to meet the delivery times due to circumstances beyond our control. I will explain this in
detail at our meeting.
May I suggest that we meet this Tuesday after the full staff meeting?
Yours sincerely
Mary Smith
Delivery Service Manager
Place an order
You read this entry in the Black Planet Office Supplies catalogue.

Write a message to the supplier:
order 12 reams of paper
ask about the discount
say when you want the paper delivered

Dear Sir or Madam
I would like to place an order for 12 reams of PrintTop Multipurpose Paper.
Could you please let me know if 12 reams would be classed as a bulk order, and accordingly if I would be
eligible to receive the $3-per-ream discount? I would be grateful if you could confirm this before you fill
the order.
If possible, I would like the paper to be delivered before the end of the month.
I look forward to your confirmation.
Yours faithfully
Julia Anderson
You read this entry in the Bex Workplace Safety Equipment and Uniform catalogue.

Write a message to the supplier:
order 25 boxes of gloves
ask about the discount
say when you want the order delivered
Dear Sir or Madam
I would like to place an order for 25 boxes of 5000 Tylox insulated hygiene gloves.
I would like to know if 25 boxes is a bulk order, because I would like to receive the discount. Could you
please confirm this before you fill the order?
We would like to receive the gloves before 24 October.
I look forward to your confirmation.
Yours faithfully

Julia Anderson
Make a reservation
You read this in a travel flyer.



Email the airline:
reserve a flight
say when you want to travel
say when and how you will purchase the ticket

Dear Sir/Madam
I am writing in response to your recent flyer.
Could I please reserve a $500 return ticket on a London to Sydney flight? I would like to depart on 12
March and return on or around 15 April.

I will pay for the tickets by credit card after 25 February.
I look forward to your confirmation.
Yours faithfully
Maria Cook




A group of your clients are going to another city. You read this in Corporate Tourist.



Email the tour company:
book a tour
ask what sights are included
say when and how you will purchase the ticket

Dear Sir / Madam
I am writing in response to your recent advertisement in Corporate Tourist.
I would like to reserve a full-day food and organic orchard tour for three people on 15 April. Could you
please send me an itinerary? If possible, I would prefer to pay for the tickets by credit card on the day of
the tour.
I look forward to your confirmation.
Yours faithfully
Maria Cook