How to Reply to Complaint Letters: A Guide for Online Shops

Dear Mr. Peter Smith,

Thank you for bringing your recent purchase of the Bluetooth headset to our attention. We apologize for the inconvenience caused by the malfunctioning of the product you received.

After investigating the issue, we have found that there is indeed a quality problem with the product provided by our new supplier, which does not meet our standard. We would like to offer you either a replacement or a full refund for your purchase. Additionally, we would like to provide you with a discount card as a gesture of goodwill.

We appreciate your patience and understanding in this matter. Please let us know which option you would prefer and we will arrange for it as soon as possible.

Sincerely,

Xiao Feng, Manager