抱怨和索赔信函（Complaints & Claims ）的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写，如：货物未按时到达；货物虽抵达，但与订单所载不同；货物有损毁现象；货物数量短缺或多余；货物质量与样品不符；服务不合理以及收费过高等，这些均是抱怨、索赔的正当理由。
1）For Delay in Shipment （由于发货延迟而抱怨）
The furniture we ordered from you should have reached us a week ago.Needless to say, the delay in delivery has put us to great inconvenience.It is therefore imperative that you dispatch them immediately.Otherwise we shall be obliged to cancel the order and obtain the goods elsewhere.
Please look into the matter as one of urgency and let us have your reply as early as possible.
2）For Poor-Packing （由于包装不妥提出索赔）
We are writing to inform you that the toys covered by our order No.519arrived in such an unsatisfactory condition that we have to lodge a claim against you.It was found upon examination that 10%of them are broken and some are badly scratched, obviously due to the improper packing. Therefore，we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost.This is the amount by which we propose to reduce our selling price.If you cannot accept, Im afraid we shall have to return them for replacement.
3）For Damage of Goods （由于货物损坏而抱怨）
Our order No.JT-8 The glassware you supplied to our order of 3rd July was delivered by the shipping company this morning.The 160 cartons containing the goods appeared to be in perfect condition.But when I unpacked them with great care, I regret to report that 10 cartons of glassware badly cracked.
We trust you can understand that we expect the compensation for our dam aged goods.
On March 12,we ordered 1,200 shirts size 42. But unfortunately,we received completely different articles-children clothes today.We can only presume that a mistake was made and the children clothes were for another order.
As I have several customers waiting, please arrange for the replacements at once.
5）For Unacceptable Substitute （由于无法接受替代物而抱怨）
During the past three months I have placed two sizable orders for The Handy Desk Companion by Roy.specifying the hard back binding.But both time you sent me paper-back binding because you were out of stock on the hard-back.
Fortunately,I am still selling a few of the paper backs,but more and more customers ask for the hard-back ones.（At least two of our competitors have this reference book in hard-back in our cities）.
Enclosed is my order for 75 copies of The Handy Desk Companion in hard-back.Please do not, under any circumstances,send me anything else.I have plenty of the paper-back in stock.
Very sincerely yours,
6）For Shortweight （由于短重而要求索赔）
We have just received the Survey Report from Shanghai Commodity Inspection Bureau evidencing that all drums of apple juice weigh short by form 1 to 5 kilogram,totaling 300 kilogram. As the drums were intact, it is obvious that apple juice was short weight before shipment.Under such circumstances, we have to file a claim against you to the amount of RMB
850 plus inspection fee.
we are enclosing the Survey Report No. TE（95）115 and looking for ward to your settlement at an early date.
7）For Over -Shipment （由于到货数量过多而抱怨）
We thank you for promptness in delivering the Chinaware we ordered on 20th Dec.The number of cartons delivered by your carrier this morning was 360, whereas our order was for only 320.
Unfortunately, our present needs are completely covered and we cannot make use of the extra goods.Please inform us by fax what we are to do with the extra goods.
8）or Inferior Quality （由于质量低劣而抱怨）
With reference to our Order No. 315, we are compelled to express our strong complaints for the inferior quality. Compared to the sample No. 169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected.
We shall be glad to have your explanation of this inferiority in the quality, and also to know what you purpose to do in this matter.
9）For Errors in an Invoice（由于发票错误抱怨）
When your sales representative,Helen Xu,called on me in late December,she told me that you were offering a special price of $ 147 on the,Wizard icemaker during the month of January.I ordered six on January 17,figuring the total amount of the order at $882.However,the invoice that accompanied the shipment showed the amount due as $ 1098.It is apparent that I was charged the regular price of $ 183 instead of the lower price I was promised.
Im enclosing a check for $ 882 in payment of the order.Unless I hear from, you to the contrary,I will assume that this is the correct amount and that my account is clear.If this is not the case,I would like your permission to return the six Wizard icemakers to you at your expense.
10） For Poor Performance on a Service Contract （由于服务质量差而抱怨）
Contract No. 17854
You will recall that you and I have discussed at least three times during the past six months the low quality of service provided by your hotel.After each conversation,service is improved for a short time ,and then reverts.back to the old standard that brought abort my original complaints.
I will summarize in this letter my previous discussions about your performance.You may wish to refer to our contract as you read my comments.
1. Windows ：According to the contract ,all windows are to be cleaned once a month.This is not being done.Often from six to eight weeks elapse between cleanings.Even when the windows are cleaned ，the job is less than satisfactory.
2.Carpets：The carpets should be vacuumed after each workday.Although your service people do show up each day ,their efforts can only be described as careless.
3.Miscellaneous ：I could mention a dozen other cleaning responsibilities that are not being met satisfactorily——furnitures,lavatories and ash trays,for example.
I call your attention to paragraph 7c in the contract,Mr.Weidner ，in which the provisions for revocation of the contract are described.I do not like to consider such a possibility,but I must have your written assurance that all provisions of the contract will be met.
I will be pleased to meet with you once more to discuss the situation. I assure you that this a matter of some urgency to me.