You recently bought a piece of equipment online, but it arrived damaged. Write a letter to the company you bought it from.
A full IELTS General Training Writing Task 1 letter for a damaged online order at Band 6.0, 7.0 and 8.5, with the structure, register and language it needs, and why each version scores what it does.
The question
You should spend about 20 minutes on this task.
You recently bought a piece of equipment online, but it arrived damaged. Write a letter to the company you bought it from.
In your letter,
explain what you ordered and when
describe the damage and how you discovered it
say what you would like the company to do about it
You do not need to write your own address. Begin your letter as follows:
Dear Sir or Madam,
Write at least 150 words.
What this letter needs
This scenario is easy to overdo emotionally, so the real skill is describing the damage precisely enough to be convincing while staying firm rather than angry. The letter also needs one clear, specific outcome — a replacement or a refund, not both requested vaguely — and a brief, credible reason for believing the fault happened before delivery rather than during it.
Structure
Salutation — Dear Sir or Madam, — you were not sold the item by a person you know, so the letter needs the fully impersonal opening.
Opening — State plainly that you are writing to complain, and name the item and the order date in the same sentence.
Body 1 — Describe exactly what arrived broken or missing, using precise, visual detail rather than a vague complaint.
Body 2 — Explain briefly how you know the fault is not your own doing (packaging was intact, item unused) so the claim reads as credible rather than emotional.
Body 3 — State one clear, specific outcome you want — a replacement, a repair, or a refund — rather than several vague demands.
Closing — Close by asking for a prompt response and sign off formally, since the recipient has no name.
Model answers
Band 6.0 model answer
172 words
Dear Sir or Madam,
I am writing to complain about a coffee machine that I ordered from your website on 3 March. I chose this model because of the good reviews, and I paid extra for fast delivery.
When the parcel arrived two days later, I opened it and found that the glass jug was cracked and the machine did not turn on when I plugged it in. The box itself looked fine, so I do not think it happened during delivery. I checked the instructions again to make sure I was using it correctly, but it still would not switch on. I was very disappointed because I needed the machine for a birthday present.
I would like you to send me a replacement machine as quickly as possible. If this is not possible, I would like a full refund, including the delivery cost I paid. I also think you should check items more carefully before you send them out.
I look forward to hearing from you soon.
Yours faithfully, [Your Name]
Why this is Band 6.0
Opens with the plain, functional 'I am writing to complain about a coffee machine' rather than a more developed lead-in
The note that 'The box itself looked fine' is the letter's only attempt at explaining the fault, which is adequate but underdeveloped
Repeats a simple pattern ('I would like... I also think...') typical of Band 6 control
Vocabulary stays basic and safe ('very disappointed', 'as quickly as possible') without more precise alternatives
Grammar is accurate throughout with no errors that block meaning
Band 7.0 model answer
185 words
Dear Sir or Madam,
I am writing to complain about a coffee machine, model X200, which I ordered from your website on 3 March and received two days later via your express delivery service.
Unfortunately, when I unpacked the box, I discovered that the glass jug was cracked in two places and the machine failed to switch on at all. The outer packaging showed no signs of damage, which suggests that the fault occurred before the item was dispatched rather than during transit. As I had bought the machine as a birthday present, this has caused me considerable inconvenience, since I now have nothing suitable to give in its place.
I would be grateful if you could arrange for a replacement machine to be sent to me at your earliest convenience. Should a replacement not be available, I would expect a full refund, including the additional amount I paid for express delivery.
I would also suggest that your quality checks be reviewed, so that other customers do not receive damaged goods in future.
I look forward to receiving your prompt response.
Yours faithfully, [Your Name]
Why this is Band 7.0
'considerable inconvenience' and 'the fault occurred before the item was dispatched' show precise vocabulary and accurate passive voice
'I would be grateful if you could' and 'at your earliest convenience' are controlled, formal request phrases
The conditional 'Should a replacement not be available' shows a more sophisticated grammatical structure used accurately
The extra suggestion about quality checks develops the letter beyond a bare list of the three bullet points
Band 8.5 model answer
205 words
Dear Sir or Madam,
I am writing to express my dissatisfaction with a coffee machine, model X200, which I ordered from your website on 3 March and received two days later through your express delivery service.
On unpacking the box, I found that the glass jug had been cracked in two places and that the machine would not switch on at all, however many times I tried. Given that the outer packaging was entirely undamaged, it seems reasonable to conclude that the fault existed before the item left your warehouse rather than arising in transit. As the machine had been bought specifically as a birthday gift, arriving to find it unusable was more than a minor irritation.
What I would ask, therefore, is a replacement machine dispatched as a matter of priority; failing that, I would expect a full refund, inclusive of the express delivery charge I paid in good faith for a service that ultimately fell short.
It would also be worth reviewing your pre-dispatch quality checks, since a fault of this kind should reasonably have been caught before the item ever reached a customer.
I trust this matter will be resolved swiftly, and I look forward to your response.
Yours faithfully, [Your Name]
Why this is Band 8.5
'however many times I tried' is a natural, fronted intensifier rather than a stock phrase
'it seems reasonable to conclude' is precisely hedged, native-level formal reasoning
'more than a minor irritation' is idiomatic understatement used with confidence
'What I would ask, therefore, is...' is a flexible cleft structure showing strong grammatical control
'in good faith for a service that ultimately fell short' reads as genuinely native-level phrasing, not translated English
Model answers written and reviewed by The English All-in-One IELTS team. They are teaching models showing what each band looks like, not real candidate scripts.
This is a formal letter question. The answers above show you what each band looks like when it is finished. What they cannot show you is how to get there from a blank page in twenty minutes.
That is what our Writing Study Library is for: the structure we teach for this exact question type, the paragraph pattern that goes with it, and the sentence openers for each stage — so the letter is planned before you start writing rather than assembled as you go.
the standard formal opening phrase for a written complaint
I am writing to complain about a coffee machine that I ordered from your website.
dispatched
sent out from a warehouse or company
the fault occurred before the item was dispatched rather than during transit.
at your earliest convenience
as soon as is reasonably possible for you
I would be grateful if you could arrange a replacement at your earliest convenience.
I would be grateful if you could
a polite formal way of making a request
I would be grateful if you could arrange for a replacement machine to be sent.
considerable inconvenience
a significant amount of trouble or difficulty
this has caused me considerable inconvenience.
in transit
while being transported or delivered
the fault occurred before dispatch rather than in transit.
a full refund
the complete return of the money paid
I would expect a full refund, including the delivery cost.
I look forward to hearing from you
a formal closing phrase expressing expectation of a reply
I look forward to hearing from you soon.
Answers from other learners
Written on this page by other learners and marked against the four IELTS criteria. Published without names, strongest band first.
Band 6
93 words
Dear Sir or Madam, I am writing to complain about a blender that I ordered from your website on 2 March. When the parcel arrived two days later, I found that the glass jug was cracked and the motor would not switch on. The box itself was undamaged, so I believe the fault existed before it was sent. I would be grateful if you could send me a replacement as soon as possible, or a full refund if that is not possible. I look forward to hearing from you soon. Yours faithfully, Orkhan
Write your own answer
Draft your response below and get it marked against all four IELTS criteria — free, no account, one check a day.
Answers checked here may be published on this page, without your name, to help other learners. Nothing else about you is stored.
Common questions
Should I mention the exact price I paid for the item?
It isn't necessary — focus on what you bought, when, what's wrong with it, and what you want done; the price only matters if you're asking specifically for a refund of that amount.
Is it okay to sound angry in a complaint letter like this?
No — express your dissatisfaction formally and specifically instead. Exclamation marks, capital letters, or aggressive language will cost you marks on the Task Achievement and register criteria.
Do I need to prove the fault wasn't my fault?
One brief sentence, such as noting the outer packaging was undamaged, is enough — you don't need a lengthy investigation, just a credible reason.
What if I genuinely want both a repair and a refund?
Pick one primary outcome to request clearly, and mention the second only as a fallback ('Should a replacement not be available...') so the letter doesn't read as indecisive.
