How to Complain and Get Results

Co-authored by Tami Claytor and Danielle Blinka, MA, MPA

Last Updated: May 10, 2021 References

Dealing with bad products, poor service, or rude people can be frustrating and annoying. When this happens, you may decide to make a complaint. Fortunately, you have several options for making a complaint that gets results. Whether you’re complaining to a business or your workplace, it’s important to be professional and specific about what you want.

Method 1

Method 1 of 4:

Writing a Letter or Email

1
Start your letter or email with “Dear” and your contact person’s name. Open your letter with the salutation “dear” to establish a professional tone. Then, include the name of the person you’re writing to personalize your letter.^{[1]
X
Research source}
- Look for the correct name on the company’s website or a staff directory.
- If you can’t find a name, just write “Customer Support” or the name of the business.
2
Begin the body of your letter by stating something positive. Right now, you’re probably feeling really frustrated about what happened, but a positive comment can get them on your side. Tell them how long you’ve been a customer, what drew you to this company, or the details of a positive experience you had with them.^{[2]
X
Research source}
- This paragraph only needs to be 1-2 sentences long.
- You might write, “I’ve been a customer for the past year, and I’ve previously enjoyed the quality of your products,” or “I’ve heard wonderful things about your company, so I decided to try your products.”
Advertisement
3
Explain your complaint in the second paragraph. Tell the company when the incident happened, then describe what occurred. Use specific details to show why you’re upset. However, stay focused on the facts and not your emotions.^{[3]
X
Research source}
- This paragraph should be 4-8 sentences long.
- Write, “I went to your restaurant last night for a birthday, but the hostess said my banquet room reservation was cancelled. My entire family had come for the celebration, and we were forced to sit at different tables. Then, our waiter interrupted us when we sang “Happy Birthday” to my daughter, telling us to quiet down. To make things worse, the staff cleared our tables when we were greeting family members who were late, so we didn’t even get to finish our entrees. My daughter cried and feels like it ruined her birthday.”
4
Tell them what you want them to do in the third paragraph. It’s hard for someone to help you if they don’t know what you want, so make sure you state this in your complaint. Use your third paragraph to briefly explain what you expect the company to do for you. Make sure that what you’re asking for is an appropriate remedy for your complaint.^{[4]
X
Research source}
- Write about 1-3 sentences in this paragraph.
- You might say, “After our experience last night, we expect your company to refund the price of our dinner so that we can use the money for a real celebration,” or “Because my order was defective, I expect you to send a replacement shipment.”
- However, it’s best not to say something like, “After last night, I want you to fire the waiter who asked us to be quiet, and I want free entrees for a year.” This will likely be perceived as excessive.
Tip: While poor service or low quality products can be a big headache, you typically can’t get reimbursed for the time you wasted dealing with this issue. Asking for compensation for lost time may even result in the company ignoring your complaint.
5
Sign your name to the letter. After your third paragraph, skip a line, then write “Sincerely” or “Thank you.” Skip 3 more lines, then type out your name. If you’re mailing your letter, print it out and then sign it above your typed name.^{[5]
X
Research source}
- If you’re sending an email, you don’t need to physically sign it.
6
Be concise so the person keeps reading. While it’s unfair, it’s common for people to stop reading when there’s a lot of text on the page. You’re more likely to get results if you use as few words as possible to say what you need to say. Get to the point and omit any extra details.^{[6]
X
Research source}
- Read over your letter and look for areas where you added explanation or started talking about a side issue. You can probably cut these sentences to trim your letter, if necessary.
7
Proofread your letter or email before you send it. Set your letter or email aside for about an hour so you can come back to it with a fresh perspective. Then, read it at least twice to make sure it doesn’t have any errors. If you find errors, correct them before you send the letter or email.^{[7]
X
Research source}
- If you can, have someone else read your letter. They can help you spot any errors and tell you how they would respond to the complaint.

Method 2

Method 2 of 4:

Posting on Social Media

1
Visit the company’s social media sites to see which ones they use. The company may be active on each site, but some companies tend to respond more on a particular site. Look at the messages posted by visitors and see if the company is responding to them. Then, identify which social media platform seems to be the most active.^{[8]
X
Research source}
- For instance, most companies have an active Twitter account, but you might find that the company you’re complaining about is more active on Facebook.
- It’s best to try complaining to the company directly before you post a complaint on social media. Depending on the company, you may get a better response if you complain privately.
2
Post a short paragraph explaining what happened and what you want. Frame your complaint as a warning to other customers. Then, briefly describe what happened and what you want. Keep this post as short as possible so that people will read it.^{[9]
X
Research source}
- Try to keep your complaint to 3-5 sentences when you’re posting on social media. On Twitter, you’ll need to keep it to 280 characters to meet their restrictions.
- You might write, “Be careful when ordering from this company because they send damaged goods. Every item in my order was damaged, but the company won’t respond to my complaints. I want my items replaced or refunded.”
Tip: Whenever possible, include a photo that depicts the problem. For instance, post a photo of the damaged goods you received or a picture of your incorrect food order.
3
Monitor your post for a response from a representative. A company representative will likely respond to your post within 24 hours. Keep checking back until you see a response. Then, read the response carefully to find out what you need to do next to get results.^{[10]
X
Research source}
- If you don’t see a response within 24 hours, the company may not monitor that account regularly.
4
Post to a different platform if there’s no response in 24 hours. It’s possible that the company doesn’t respond on the platform you chose, or they might not have representatives that patrol that account. Visit one of their other pages and post your complaint there. Then, wait another 24 hours to see if they respond.^{[11]
X
Research source}
- Most companies don’t want negative posts on their social media accounts, so they’ll respond and try to make things better. However, this isn’t always the case. If you aren’t getting a response, it’s possible social media won’t help you.
5
Leave a review on Yelp or Amazon if you don’t get a reply. Most companies hate getting bad reviews because they drive away new customers. Find the company’s Yelp or Amazon page, then describe what happened to you and what you want. However, keep in mind that it’s possible the company won’t see your post.^{[12]
X
Research source}
- Many companies will try to address negative reviews, so you may get their attention this way. However, it’s best to save this option for last since it may not get you results.

Method 3

Method 3 of 4:

Complaining in Person or via Telephone

1
Organize the details of the incident before you complain. Gather the documentation you need to prove what happened, like your paperwork, receipts, or product information. Additionally, note the date it happened, who you’ve talked to so far, and any other relevant information you may be asked to give. This will help you accurately answer questions and can help you feel more confident about your complaint.^{[13]
X
Research source}
- If you’re complaining about a bad product, you’d need your receipt, the product information, and details about what’s wrong with it.
- If you’re complaining about a meal, you’d want your receipt, the date and time of the incident, the names of people involved, and a list of the problems you experienced.
- If you’re complaining about an incident at work, collect any paperwork you have to back you up, the date of the incident, the names of the people involved in the incident, and the details of what happened.
2
Tell the representative what happened. Briefly describe the incident that you’re complaining about. Give a condensed summary about this issue so that the person understands what it’s about. This will let them decide if they can help you or not.^{[14]
X
Research source}
- You might say, “Earlier today I ordered takeout from your restaurant, but half of my order is missing,” or “Last week Doug told a joke about a sex act, and several people laughed. Now I’m feeling uncomfortable in the break room.”
3
Explain what you want them to do about it. Ask the person for a remedy to help you be whole again. Be direct and specific about what you want. Additionally, make sure you ask for something that’s reasonable considering what happened.^{[15]
X
Research source}
- You might say, “I want a refund for the items that weren’t provided in my order, and I’d like to receive a replacement order right now,” or “I think it would be helpful if the entire staff participated in a sensitivity training workshop so everyone knows dirty jokes aren’t appropriate.”
4
Ask the representative if they can help you. While the person you’re complaining to might want to help, it’s possible that they don’t have permission to do so. It’s best to ask them early on in your conversation if this is something they can do so you can save time. If they can’t help you, ask for a supervisor.^{[16]
X
Research source}
- You might say, “Is this something you can help resolve?” If they say no, say, “Thank you for your help so far, but I need to talk to a supervisor.”
5
Request to speak to a supervisor if you don’t get what you want. The first few people you talk to may not be able to solve your problem, but someone at the company will be. Keep asking to speak to a supervisor until you find the person who can help. Each time you speak to a new person, tell them what happened and what you want.^{[17]
X
Research source}
- Some companies are more responsive to complaints than others. However, you can get results if you’re persistent.

Method 4

Method 4 of 4:

Making Your Complain Effective

1
Vent your emotions before you make your complaint. Showing your emotions in your complaint can make the company less likely to help you. It gives the perception that you’re not being reasonable, even though you likely are.^{[18]
X
Expert Source

Tami Claytor
Etiquette Coach
Expert Interview. 29 September 2020.} To avoid this, talk to a friend before you speak to a company representative. This will help you calm down before you complain.^{[19]
X
Research source}
- You might say, “I’m so mad right now because they promised me my order would get here before my vacation. Now I’m worried that I wasted all this money and won’t even be able to enjoy myself. I just feel like screaming!”
Variation: Writing down your feelings can also be a great way to vent. Consider writing down what’s going on in your mind to vent your feelings, then delete or discard what you wrote.
2
Make your complaint as close to the incident as possible. It’s okay to take time to vent, but try to get your complaint in quickly. If too much time passes, it’ll be hard for you to show what happened and get results. Do your best to make a complaint within 24 hours of the incident.^{[20]
X
Research source}
3
Be honest about what happened. You may be tempted to exaggerate what a good customer or worker you are to get more sympathy. Similarly, you might feel like you need to make the incident sound worse to make the representative understand how you feel. However, exaggerating your claims can undermine your complaint and make the company refuse to help you. Stick to the truth so that you can get results.^{[21]
X
Research source}
- For instance, don’t say, “I’ve been a loyal customer for years” if you’ve only used them for 3 months.
4
Document each stage of your complaint and who talks to you. Keeping documentation allows you to prove what you’ve done so far to remedy this issue. Save any paperwork that you receive, and write down the details of each communication you have with a representative. Additionally, keep copies of any letters or emails you send.^{[22]
X
Research source}
- If you make the complain in person or on the phone, write down the date and time of the complaint and who you talked to. Additionally, write down the case or reference number if you get one.
5
Work with a consumer advocate if your complaints aren’t answered. Contact the Better Business Bureau, Federal Trade Commission, and Ripoff Report to complain about what happened. Additionally, you might contact your local news station’s consumer reporter, who can advocate for you. While they aren’t always effective, these advocates can help you get better results.^{[23]
X
Research source}
- Publicizing your experience with an advocate service will warn other people to be cautious when it comes to the business that wronged you.

Community Q&A

Question

What do I do if my credit card company refuses to reimburse me for payments made to a company that no longer exists?

Tom De Backer

Top Answerer

This needs to be resolved with the companies involved. If you're sure you have a right to be reimbursed, don't stop until you are satisfied. As a last resort, consider going to court.
Question

How do I get a phone number for the Better Business Bureau of Illinois?

Community Answer

For this and any other phone number, you can look it up on Google. Just search for "Better Business Bureau of Illinois phone number" and the top search results will display a phone number for you.
Question

Where do I go to complain about new products that don't work?

Tom De Backer

Top Answerer

Most companies have a complaint desk or customer support service. Contact the company that makes your product and ask how to resolve your issue.