1. COMPLAINT LETTERS
Dear Sir/Madam,
I am writing to complain about the purchase I made on your website on 12 December
this year and also the service I have received.
I bought a 150 piece- custom puzzle of for a Christmas gift to my nine-year- old son. I
have to say that everything offered at your sales page was incorrect.
According to you, prior to 15 December orders arrive before Christmas. However, the
shipping reached my home on 27 December, three days later than Christmas day,
although the order was done 4 days before the date guaranteed. This has been a big
problem for us as we had to improvise a Christmas gift for our son.
In addition, as the delivery did not arrive, I sent a number of emails but they were
never answered.
To make matters worse, you offer a durable box and we found that the tin was
punched and deformed on the corners, making it almost impossible to put the lid
once removed.
But the worst was that we sent a photograph of our pet to customize the puzzle but
we received a puzzle with a picture of a hunting scene: several men photographed
carrying shotguns next to a dead elephant.
After all these facts, a minor problem is that the package did not include the gift card
which had a Santa’s message to our son.
As you understand, all these facts are unacceptable. Therefore, we expect a letter of
explanation and certainly a substantial refund as compensation for all these
nonsense. We were seriously annoyed, especially because it affected the illusion of
our son. We feel that at least you should send the real puzzle with the indicated text
and also return the purchase money and shipping.
Yours faithfully,
Juan Carlos (NI2. M-W 19-21.15)

2. 3 Laurel Street
28005 Madrid
9 November 2013
Customer Information Point
Vodafone Sol Station Metro Madrid
Dear Sir or Madam,
I am writing to express my strong dissatisfaction with Accessibility in Metro Madrid,
in particular with measures to access Vodafone Sol Station, Line 1.
Yesterday, I had to go from Atocha Station to Vodafone Sol Station. Firstly, I made
sure that the station had measures on accessibility because I was going to travel with
my baby and his baby buggy. When I checked the subway map, I could see the
symbol of accessibility in Vodafone Sol Station and therefore I decided to make the
journey with my baby. When we arrived in the station, surprisingly, there was no way
out, only the stairs, no elevator, no ramp, nothing. How do you explain this?
Fortunately, a gentleman helped me to carry my baby to the hall.
I expect a letter of explanation about this situation I´d also like you to remove the
accessibility symbol from the station so nobody else has the same problem. I really
think that symbol should not exist if it does not match reality.
Yours faithfully,
Alicia Trigueros

3. Student: Silvia Gómez Velasco.
Group: 2013-2014 Intermediate Level 2. Monday and Wednesday: 19:00-21:30.
LETTER OF COMPLAINT
www.gitsmappedout.com
10 Convenio Street
28007 Madrid / Spain
7 January 2014
Dear Sir / Madam,
I’m writing to express my strong dissatisfaction with the puzzle I bought from your website on
21st November last year, and the service I have received.
When I ordered the puzzle, I was informed that delivery would take two weeks, but in fact it
took six weeks, arriving too late to use it as my son’s Christmas gift, so I have used it as my
son’s Three-Wise-Men gift.
When I finally received the puzzle, its packaging was opened and broken, but I tried to fix and
wrap it, because it was the only present that I had for him that day.
The size chosen by me had 500 pieces, but in my box there were only 250 pieces, so while
my irritation grew bigger, my son began to put together the pieces and I discovered that it was
not a personalised jigsaw puzzle with my son’s photo, but it was a simple earth map. However,
the worst thing of all was when my son discovered who Three-Wise-Men are, because you
sent me the puzzle on Saturday afternoon, when I explained it should be delivered in the
mornings, and never at the weekend.
So I rang to complain, but I was told that I should have written more carefully the size and the
time specifications.
Please contact me as soon as possible to let me know what you are going to do about to this
because on your website you promised a full refund if I was not satisfied. Money isn’t the most
important thing in this case, what matters the most is that your business has broken my son’s
dream.
Yours faithfully,
Ms Gómez.