Surplus goods delivered

When a supplier delivers more than the quantity ordered, the buyer is legally entitled to reject either all the goods or only the excess quantity. Alternatively all the goods may be accepted and the excess paid for at the same rate. In this letter the buyer rejects the surplus goods but is not obliged to return them; it is the supplier's responsibility to arrange for their collection.

Dear Sirs

Thank you for your promptness in delivering the coffee we ordered on 30 July. However 160 bags were delivered this morning instead of 120 as stated on our order.

Our present needs are completely covered and we cannot make use of the 40 bags sent in excess of our order. These bags will therefore be held in our warehouse until we receive your instructions.

Yours faithfully

Shortage in delivery

When asupplier delivers less than the quantity ordered the customer cannot be compelled to accept delivery by instalments. Immediate delivery of the balance may be requested.

Dear Sir/Madam

OUR ORDER NUMBER 861

We thank you for so promptly delivering the gas coke ordered on 20 March. Although we ordered 5 tonnes in 50-kg bags, only 80 bags were delivered. Your carrier was unable to explain the shortage and we have not received any explanation from you.

We still need the full quantity ordered and shall be glad if you will arrange to deliver the remaining 20 bags as soon as possible.

Yours faithfully

Complaint to manufacturer

Customer's complaint

In this letter the buyer was informed by the supplier to write directly to the manufacturer regarding faulty goods.

Dear Sirs

On 15 September I bought one of your 'Big Ben' alarm clocks (mains operated) from Stansfield Jewellers in Leeds. Unfortunately I have been unable to get the alarm system to work and am very disappointed with my purchase.

The manager of Stansfield's has advised me to return the clock to you for correction of the fault. This is enclosed.

Please arrange for the clock to be put in full working order and return it to me as soon as possible.

Yours faithfully

Manufacturer's reply

In this reply the manufacturer shows genuine interest in the complaint and does everything possible to ensure customer satisfaction. The considerate manner inwhich the complaint is treated helps to build a reputation for reliability and fair dealing.

Dear Mrs Wood

Thank you for your letter of 20 September enclosing the defective 'Big Ben' alarm clock.

Your comments on the performance of the clock are very interesting and I have passed it to our engineers for inspection.

Meanwhile we are arranging to replace your clock with a new one which has been tested thoroughly to ensure that it is in perfect working order. This will be sent to you within the next few days.

I am sorry for the trouble and inconvenience this matter has caused you, but am confident that the replacement clock will prove satisfactory and give you the service you are entitled to expect from our products.

Yours sincerely