BASIC INFO
Why does a customer make a complaint?
He/She isn´t satisfied with his/her order.
nedorozumění ohledně objednaného zboží
misunderstanding about the ordered goods
Děkujeme za vaši zásilku, ale bohužel nás moc neuspokojila.
Thank you for your consignment but it has not given us much sastisfaction.
Litujeme, že si musíme stěžovat na podřadnou kvalitu.
We regret to have to complain of the inferior quality.
What are the English words for reklamace and reklamovat?
A complaint, and complain
Name at least three reasons for complaints.
wrong goods / colour / size
damaged goods
quality is unsatisfactory
shipment can be delayed...
zboží může být během přepravy poškozeno
goods can be damaged during the delivery / shipment
Musíme vám oznámit, že zásilka dorazila poškozená.
We have to inform you that the consignment arrived in damaged condition.
Pokud neobdržíme zboží do konce měsíce, budeme nucenit naši objenávku zrušit.
If we do not get the goods until the end of the month, we will be forced to cancel our order.
How would you say in formal way "we are complaining about"?
We would like to complain about...
What should the customer refer to while complaining? (so it is easier to be found)
Order number, or the number of the supplier´s invoice
kvalita zboží je neuspokojivá
the quality of the goods is unsatisfactory
Jsme připraveni si zboží nechat, jestli nám poskytnete 20% slevu.
We are prepared /willing/ the keep the goods if you offer us a 20% discount.
Prosím zašlete nám náhradu za poškozené zboží co nejdříve.
Please send us replacement for the damaged goods as soon as possible.
How would you say in formal way "the goods are rubbish"?
The products are not satisfactory.
What are at least three ways of settling the complaint? The buyer can...
Cancel the contract and place the faulty goods at the seller´s disposal.
Ask for the replacement of the goods.
Keep the goods and ask for price reduction.
Ask for compensation.
po rozbalení může být objevena výrobní vada
a manufacturing defect can be discovered on unpacking
Očekáváme, že našim objednávkám v budoucnosti budete věnovat více pozornosti.
We shall expect you to devote more care to the execution of our orders in future.
Musíme vás upozornit na nedostatek hmotnosti ve výši 100 kg.
We must draw your attention to the shortage in weight of 100 kg.
How would you say in formal way "it´s not our fault"?
We are not responsible for the error / mistake.
What does the supplier do if he/she receives the complaint? Give at least 3 answers.
Investigate the matter.
If it is justified, apologize.
Explain what the trouble was caused by.
Suggest a fair settlement.
dodávka může být zpožděna, nebo není zaplacená faktura
shipment can be delayed or the invoice has not been paid
Jsme si jistí, že této záležitosti budete věnovat urychleně pozornost.
We are sure you will give this matter your prompt attention.
Je očividné, že poškození bylo způsobeno nevhodným balením.
It is quite clear that the damage was caused by unsuitable packing.
How would you say in formal way "we won´t buy anything from you again"?
We will not re-order.