IELTS Formal Letter: Formal Letter to Manager Regarding Incorrect Online Order

The task

You ordered two items through the internet and you received two different items.

Write a letter to the manager. In your letter:

→explain what you ordered
→ask why the two other items were different
→ask about how he would solve this problem

Write at least 150 words. You do not need to write any addresses. Begin your letter: Dear ...,

Model answer

Band 8 sample letter

Band 8205 words. Names and details are invented; write your own.

Dear Customer Service Manager,

I am writing to express my disappointment regarding order #99284, which arrived at my residence this morning. I had purchased two specific items, but the package contained entirely different products.

On 12 October, I placed an order for a stainless steel kettle and a set of ceramic mixing bowls. However, upon opening the parcel today, I discovered a plastic toaster and a set of plastic food storage containers instead. These items do not match my invoice, nor do they meet the quality standards I expected from your company.

I am confused as to how such a significant error occurred during the picking and packing process. Could you please clarify if this was a result of a system glitch or a warehouse oversight? It is frustrating to have received goods that are of no use to me.

I would like you to arrange for the immediate collection of these incorrect items at no extra cost to me. Furthermore, please dispatch the correct kettle and mixing bowls via express shipping. I have attached a copy of my digital receipt and a photograph of the incorrect items for your reference.

I look forward to your prompt resolution of this matter.

Yours faithfully,

Jonathan Sterling

Write your own and get a band

Answer this prompt in a timed General Training writing test and get a band for task achievement, coherence, vocabulary and grammar, with the sentences to fix.

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Examiner's view

Why this scores well

This letter achieves Band 8 by addressing all bullet points with professional, specific detail and maintaining a consistent, formal register throughout. A common Band 6 mistake is failing to provide a clear solution, often just stating they are unhappy without requesting a specific remedy like a refund or replacement.

→Write to an organisation or someone you do not know: open with Dear Sir or Madam, close with Yours faithfully.
→If you know the person's surname, use Dear Mr or Ms and close with Yours sincerely.
→No contractions, no slang; polite indirect requests such as I would be grateful if you could.

6 phrases

Useful phrases from the letter

residence
The place where a person lives.
invoice
A list of goods sent with a statement.
oversight
An unintentional failure to notice or do something.
dispatch
To send off to a destination for purpose.
resolution
A firm decision to solve a specific problem.
parcel
An object wrapped in paper for mailing.

Frequently asked questions

Is this letter formal or informal?+

Formal. Write to an organisation or someone you do not know: open with Dear Sir or Madam, close with Yours faithfully.

How many words should an IELTS General Training letter be?+

At least 150 words, and 160 to 200 is the comfortable range. Spend about 20 minutes on it and leave 40 for Task 2, which carries twice the marks.

What does the examiner look for?+

Keep practising

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