Customer Reviews

Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results

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One of the components I teach as part of my business management program deals with effective customer service. If you are not happy with a product or service, it is important to any company that individuals do complain. It is not what you say but how you say it, and where you take the complaint, that is critical. After all, if it was your business, would you prefer customers tell you when they are not happy, or would you rather they tell the rest of the world. Statistics show that on an average, individuals will tell nine others when they receive an unsatisfactory service/product. Each of those nine people will, in turn, tell nine more people; thus, the number escalates.

It is important the customer address the complaint to those with the power to make the necessary changes and/or the authority to deal with the problem. In other words, do not take your frustration out on the receptionist, clerk, waitress, etc. even if he or she is part of the problem. All complaints should be in writing and many companies will not deal with complaints or take them seriously, depending, of course, on the nature of the problem, unless the complaint is a written one. The downside is that not all companies have sufficient managment training (even if they, themselves, thoroughly believe they do) to know that constructive customer criticism is doing their company a justice by bringing the complaint to their attention. As a result, many complaints are ignored completely, a good number receive nothing more than a defensive response, and others take FOREVER to be resolved in a satisfactory manner.

This book offers excellent advice on how to properly write a letter of complaint and, hopefully, get the results you deserve. It advises what to do and what not to do, and the importance of sticking to the facts while not over-exaggerating. You should also write the letter when you are cool, calm and collected, not in a moment of heated frenzy, anger and frustration. This book is an excellent resource book for both individuals and companies who deal with suppliers, and is highly recommended.

I learned about Phillips years ago and immediately bought her book upon publication. What a delight to see her on "Oprah" last week and to know that her techniques are still working as great as they did, once upon a time with regards to my own problems.

Shocked, appalled and Dismayed is the best consumer book around, as far as I'm concerned. It details every aspect of writing not just a complaint letter (about every kind of situation) but every other kind of letter that falls within that realm. Tried and tru tips, wonderful advice, sample letters, easy steps - I could go on and on. Suffice it to conclude with the fact that Shocked, Appaled and Dismayed worked for me and I know it'll work for you.

My mother was usually right, even when I didn't think so at the time. Phillips has been right every time I go to her book for a specific problem. With her well crafted and entertaining advice and her sample letters and templates, Shocked, Appalled, and Dismayed is now my book of choice. So far, Phillips and her book have netted me over $3,000 in various refunds. She's a lot cheaper than a lawyer or a therapist (and cuter, too, according to the newest photo I've seen of her in this month's Woman's Day). You're the best, "Mom."

This is a GREAT resource (and entertaining with Ms. Phillips Erma Bombeck type of southern humor!)book that should be on every consumer's shelf! She showed me how to get literally thousands of dollars back from company's trying to rip me off. I got everything from as little as credits on my cable bill to thousands of dollars in construction on my house! I can't wait to buy her next released book and see how she keeps helping me to turn my pen into a mighty sword against so many that owe me. I also used this book to learn to write other types of letters which got positive results as well. I saw Ms. Phillips on "Oprah" recently and even "To Tell The Truth" and I was so impressed! A must have book!!!

I only wish Phillips had written her book years earlier before I wasted so much time and energy on letters that DIDN'T work. Her first hint - to calm down - (I didn't)is only the start of so much superlative advice to achieve consumers' desired results.

While this book is full of funny anecdotes and language, the really important information is how to protect ourselves from shoddy products and services and then, if we fail to follow this advice, how to write a great complaint letter (and in many instances all we have to do is follow her sample letters).

The appendices tell who to write and to whom to send copies - everyone from attorneys general to consumer advocates to the federal government and everyone in between. As far as I'm concerned, this section is well worth the price all by itself.

Phillips means business and it's obvious that companies take her seriously. By reading her book and doing as she advocates, they will take us all seriously as well.

If her new book is as good as this one, every consumer will be happy. Since Shocked Appalled and Dismayed was published, I've written 22 letters. All but one got results. Write on, Ellen, write on!

I've been dealing with a "reputable" contractor for three months who has procrastinated the whole time. With my kitchen unusable and his excuses for non-completion on time, I finally got "shocked, appalled, and dismayed" enough to write a strong letter. I followed Phillips' expert advice and sent copies to everyone she suggests. The upshot of my complaint letter? The attorney general and my county's consumer protection office, among others, has warned him he has one month to complete the job per my satisfaction (and the contract)or else!

Thanks, Ellen Phillips. Your book is my bible from now on.

After seeing Phillips on 48 Hours, I knew I had to read her book. It's as entertaining as she is but with very serious issues to make us better consumers. It so happened that just after I completed the Verbal Approach chapter I needed to return a defective camera to a local store. I followed Ellen's advice and it was so easy. Ten minutes later I walked out with a brand new camera- no questions asked. Thanks, Ellen Phillips.

I used this book two weeks ago after some shockingly shabby treatment from a local vacuum cleaner repair shop. I sent the letter out on a Wednesday, and at 8:15am the very next Friday, I received an apology call from the main company's executive in charge of Customer Relations! A week after that, I received a new, much nicer, vacuum cleaner! I thought all the positve reviews sounded too good to be true, but this book worked for me. All the advice on how to word your complaint is great, and the section with all the important addresses for your carbon copies is even better. Got a complaint? Get this book, you won't be sorry!

Talk about results! I'd been having some trouble with a purchase at a local Tweeter. The salesperson had claimed that there was a manufacturer's rebate of $250 on a certain item, but when I contacted the manufacturer they told me the rebate offer had ended months ago. I used "Shocked, Appalled, and Dismayed!" to help me write a letter to the president of Tweeter, and within two weeks they cut me a check for the difference.

This book is WELL worth the price! I have been recommending it to everyone I know.