Das Geheimnis gelungener Beschwerden ist eine klare Kommunikation: Was lief falsch, und welche Maßnahmen sollen Ihrer Meinung nach anschließend ergriffen werden, um den Fehler zu beseitigen? Auf Deutsch ist das kein Problem. Aber was, wenn die Beschwerde auf Englisch geschrieben werden soll? Um Verwirrungen bei Geschäftspartnern zu vermeiden, benutzen Sie einfach folgende Formulierungen und orientieren Sie sich an der Beispiel-Beschwerde-E-Mail.
Beschwerde über verspätete Lieferung
The goods we ordered from you on ..., order no. ..., have not yet been delivered.
Delivery of the goods we ordered on ... is now considerably overdue.
Beschwerde über defekte oder falsch gelieferte Ware
We examined the goods as soon as they arrived.
We regret to report that one of the crates of your consignment was badly damaged when it arrived on ...
The consignment was incomplete. You have unfortunately sent us the wrong colour/quantity/model. When we examined the goods delivered by you on ... we discovered ...
We have received several complaints from customers about the ... supplied by you on ...
The goods were soiled.
Welche Maßnahmen sollen getroffen werden?
If the consignment does not arrive by the end of the week, we will be forced to cancel our order. I hope to receive a complete refund soon.
Please send us a credit note for the amount of € ...
I look forward to receiving your comments as soon as possible. We are putting the goods at your disposal.
Please look into the matter immediately.
Please let us know what you want us to do with the damaged goods.
I feel you would want to know about this. I am sure you will look into this and find out what went wrong.
We have never had reason to complain before.
I look forward to receiving your comments as soon as possible.
I hope you agree with this suggestion.
We have never had reason to complain before. I feel you would want to know about this.
I am sure you will look into this and find out what went wrong.
So kann Ihre Beschwerde-E-Mail aussehen
Subject: Receipt of damaged goods, order no. 123
Dear Mr Goral
On 6 December we received delivery of 14 boxes of cotton fabric, our order no. 123.
We examined the consignment as soon as it arrived. Unfortunately, 3 of the 14 boxes were damaged and the goods were soiled. As you will see from the attached photographs, the fabric is not suitable for use.
Please tell us if you would like us to return the damaged goods to you, or if you would like us to dispose of them.
Please send us a credit note for € 3,625 to cover the damaged goods. We look forward to hearing from you and to your further instructions.