Giới thiệu: Ở hình thức viết thư này bạn cần viết một bức thư phản hồi tới địa chỉ email mà bạn sẽ đọc. Nội dung bức thư bạn cần viết sẽ được gợi ý trong phần hướng dẫn.

Đề bài: Đề 427- Học viết thư phản hồi

Note: You need to write a response to an e-mail that you will read. What your response needs to include is in the directions so make sure you also read the directions carefully.

Dear Sir or Madam,

Last Monday I ordered a cover for my HTC phone from your eCommerce website. I was excited when it arrived but very disappointed to find that the product was not as promised and totally unusable. I am hoping you will replace it.

In relation to the specifics of the order, I purchased this leather cover through your website called Electric Gadgets on November 08th using my PayPal account. The order number is 2584205 and I am attaching a copy of my receipt with this letter.

The issue with the cover is that it is not a genuine leather product and I am unable to store my phone inside it securely. The picture of the item on your website clearly shows the cover supports the HTC Desire 12+ model and is an original leather product. So I’m sure this is a manufacturing flaw.

As a solution, and because I really like the design and look of the cover, I am hoping that you will agree to replace it with a new and genuine one for free. Otherwise, I would like a full refund and I will be contacting PayPal complaints if I do not hear back from you in regards to this within a week.

Thank you for giving the matter your attention and I hope to hear your reply soon.

Yours faithfully,

John Smith

Direction: As if you are the shop owner, read the letter and give a suitable response.

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Luyện thi 123 - Học thú vị - Thi hiệu quả

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Đăng bởi thành viên Xếp theo
Ngày tham gia: 28-09-2014
Bài viết: 757
• Điểm thành tích: 347
• Sổ học bạ: Học sinh ưu tú
• Điểm học bạ: 440
Dear Mr.John Smith,

I received your complaint letter about our product, a cover HTC phone, in our website. I checked your order invoice and delivered invoice which you signed when you received the ordered product. I am very sorry and unhappy to know what you are not pleased with the product, and I understand how disappointing it can be when your expectations are not met. Please believe that this is the first time I received one complaint from the customers, so I was very surprised with what you mentioned. However, if this is what you said, I will be responsible for replacement another product for you.

After reading your complaint letter with a copy of the receipt, I checked all products again and I recognized there are many phone cases that have the same mistakes as yours. I admit our mistake when sold a unusable product like that to you. Our staffs did not carefully check product when gave to you. Thus, I called the producer and told them about our problem and they said that they will change all of the unusable phone cases in the next two days. In case that you still do not feel comfortable about the new, I will refund all entire money for you.

I would like to thank you for your comments on the product. I hope that you always believe in our quality product and you feel satisfied with our service attitude.

Best regards,
Kathy Tran
The shop owner
Gửi lúc: 23:10:06 ngày 10-12-2019
Điểm: 7/10
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Ngày tham gia: 08-12-2015
Bài viết: 982
• Điểm thành tích: 181
• Sổ học bạ: Học sinh triển vọng
• Điểm học bạ: 282
Dear Mr.John Smith,

First of all, I am sorry to hear about your dissatisfaction with the leather cover phone which you bought at our website. Besides, thank you for taking the time to write to tell us about this problem. In reality, your feedback is very important for our customer service and I appreciate that.

To be honest, I always wish to provide the best products to customers. Maybe, there are some mistakes when our staff did not check products carefully before delivering the product to you. It was really my fault. I extremely apologize to you and it must be a memorable experience for us.

To solve your problem, I will contact to the manufacturer in order to get the cover HTC phone for you. I will then send it to your address and you will receive a new cover HTC phone within 4 days. However, a refund is not the policy of our company.

In fact, according to the rule of exchanging and returning the products of our company, our company’s regulation does not allow customer to get back the fund that means if there are any problems with the product you buy, we will exchange it with another ones. In addition, we wrote on the outside of the package " Please check the products before taking". You signed in the receipt, which means you checked the product the shipper delivered to you and agreed to take it. Thus, I could not change policy because of any reasons. Please understand and sympathize with us.

Once again, I am so sorry about the inconvenience. I appreciate you writing so that we can find out fault to improve the quality of service and products to meet your needs in the best way. I am sure that this was an exceptional mistake and is unlikely to occur again, and I hope that you will continue shopping at our website.

Kind regards,
Linda Leo(the shop owner)

Gửi lúc: 19:28:42 ngày 10-12-2019
Điểm: 6/10
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Ngày tham gia: 14-11-2019
Bài viết: 19
• Điểm thành tích: 8
• Sổ học bạ: Đang cố gắng
• Điểm học bạ: 11
Dear Mr.Smith,
We have received your e-mail. First of all, we want to sorry you for our mistake and apologize for this inconvenience bring to you.
We have checked your order number and your receipt. We realized that we had made a big mistake. Our staffs had sent you a broken cover.
We hope you will forgive us. We are going to send you a new and genuine leather cover for your HTC phone. You will not have to pay any fee. Besides, we will give you a voucher discount of 50% every products at our shop. We hope this small gift will help you feel better and continue supporting us.
Thanking you for believing us. If you have any questions or concerns, don’t hesitate to let us know.
Your sincerely,
Electric Gadgets’ manager
Gửi lúc: 10:56:13 ngày 10-12-2019
Điểm: 6/10
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Ngày tham gia: 11-04-2018
Bài viết: 25
• Điểm thành tích: 3
• Sổ học bạ: Chăm học
• Điểm học bạ: 65
Dear Mr John Smith,
Thank you for writing a letter to express your disappointment to a cover. I'm sorry when we had this mistake.
I checked and confirmed that receipt was your receipt. I checked that shipment and saw that they has been sold out. Nobody has complaint about that type product. So I think this is a manufacturing flaw. Please keep the same stamps and invoices, we will replace it for you soon.
We will work with producer, check quality control department to provide the best goods, improve quality service.
Thank you for belive and using our service.
Yours faithfully,
Mark Smith.
Gửi lúc: 22:26:36 ngày 09-12-2019
Điểm: 3/10
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Ngày tham gia: 16-09-2019
Bài viết: 139
• Điểm thành tích: 1
• Sổ học bạ: Chăm học
• Điểm học bạ: 37
Dear john Smith

I was check your bill on my online system at eCommerce website , and i seen that you have bought a a cover for your HTC phone form last monday , i also see that you have bought a leather cover through our website called electric Gadgets on November 8th , buy through your PayPal account
I really sorry with you about this problem because sometime on our website also have a little mistake , and recent time we also receive many letter about this mistake , we are affording to repair my website
And do not worry , cover leather product for your HTC phone is fake product. however, it really well as real product about quality and the price of real with this produce similar , if you do not live this product , we will support for you to replace other product and the fee ship we will pay because that is our mistake
And our website really important about reputation , so you don't worry about with this problem , we hope that you will continue support our new products
Yours faithfully,
website's manager
Gửi lúc: 15:00:25 ngày 09-12-2019
Điểm: 2/10
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