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Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results Paperback – December 22, 1998
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The Miss Manners of the consumer kvetch shows readers how to go postal, with complaint letters designed to melt the heart and sting the conscience of the most obdurate, negligent, or customer-hostile corporations.
Drawing on her experience as a pen-for-hire for irate consumers--and on the advice of clients, attorneys, and CEOs--Ellen Phillips shows readers:
- Who to write to, what to say, what to ask for
- The names and addresses of over 600 major companies
- How to draft personal petitions covering everything from tenant-landlord disputes to workman's compensation
- Suggestions on what steps to take to avoid litigation
- Consumer Smarts for automobile buyers
- How to protect yourself from fraudulent business solicitations
- Navigating the courts to ensure the well-being of your family and children
- Help in getting proper coverage from your HMO
- And--because sometimes the world is on your side--how to write the perfect thank- you note.
Delightfully readable, easy to use, and filled with the addresses of hundreds of corporate customer relations offices and state and federal agencies, Shocked, Appalled, and Dismayed! is an essential resource for anyone who wants to reach out and scold somebody.
- Print length352 pages
- LanguageEnglish
- PublisherVintage
- Publication dateDecember 22, 1998
- Dimensions5.2 x 0.8 x 8 inches
- ISBN-100375701206
- ISBN-13978-0375701207
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But the world needn't be like this, according to Ellen Phillips, consumer consultant and founder of Ellen's Poison Pen, Inc. Since 1988, Phillips has been helping frustrated consumers to get refunds and apologies from everyone from the corner druggist to massive insurance agencies. In her book, Shocked, Appalled, and Dismayed!, Phillips shares the secrets of writing letters of complaint that get results. The first few chapters cover the general dos and don'ts of writing effective letters of complaint (remain calm, use polite language), along with useful advice from legal experts (don't embellish, stick to the facts).
The chapters that follow target specific problems we all face at some time in our lives, ranging from getting bumped from a flight to the secrets of successfully dealing with your HMO. Each chapter contains bullet points, illustrative anecdotes, and a number of example letters, most of which were based on actual letters sent on behalf of Phillips's clients. On top of all this, Phillips also provides an appendix listing the names and addresses of over 600 major companies, government agencies, and consumer organizations. Phillips believes that we should get what we pay for, and after reading her book, you'll be able to stand up for your rights with confidence.
From the Inside Flap
The Miss Manners of the consumer kvetch shows readers how to go postal, with complaint letters designed to melt the heart and sting the conscience of the most obdurate, negligent, or customer-hostile corporations.
Drawing on her experience as a pen-for-hire for irate consumers--and on the advice of clients, attorneys, and CEOs--Ellen Phillips shows readers:
- Who to write to, what to say, what to ask for
- The names and addresses of over 600 major companies
- How to draft personal petitions covering everything from tenant-landlord disputes to workman's compensation
- Suggestions on what steps to take to avoid litigation
- Consumer Smarts for automobile buyers
- How to protect yourself from fraudulent business solicitations
- Navigating the courts to ensure the well-being of your family and children
- Help in getting proper coverage from your HMO
- And--because sometimes the world is on your side--how to write the perfect thank- you note.
Delightfully readable, easy to use, and filled with the addresses of hundreds of corporate customer relations offices and state and federal agencies, Shocked, Appalled, and Dismayed! is an essential resource for anyone who wants to reach out and scold somebody.
From the Back Cover
The Miss Manners of the consumer kvetch shows readers how to go postal, with complaint letters designed to melt the heart and sting the conscience of the most obdurate, negligent, or customer-hostile corporations.
Drawing on her experience as a pen-for-hire for irate consumers--and on the advice of clients, attorneys, and CEOs--Ellen Phillips shows readers:
- Who to write to, what to say, what to ask for
- The names and addresses of over 600 major companies
- How to draft personal petitions covering everything from tenant-landlord disputes to workman's compensation
- Suggestions on what steps to take to avoid litigation
- Consumer Smarts for automobile buyers
- How to protect yourself from fraudulent business solicitations
- Navigating the courts to ensure the well-being of your family and children
- Help in getting proper coverage from your HMO
- And--because sometimes the world is on your side--how to write the perfect thank- you note.
Delightfully readable, easy to use, and filled with the addresses of hundreds of corporate customer relations offices and state and federal agencies, Shocked, Appalled, and Dismayed! is an essential resource for anyone who wants to reach out and scold somebody.
About the Author
Product details
- Publisher : Vintage; First Edition (December 22, 1998)
- Language : English
- Paperback : 352 pages
- ISBN-10 : 0375701206
- ISBN-13 : 978-0375701207
- Item Weight : 11 ounces
- Dimensions : 5.2 x 0.8 x 8 inches
- Best Sellers Rank: #2,160,624 in Books (See Top 100 in Books)
- #974 in Consumer Guides (Books)
- #1,407 in Commerce (Books)
- #1,658 in Marketing & Consumer Behavior
- Customer Reviews:
About the author

Ellen Phillips, consumer advocate and international consultant for both consumers and companies, is the founder and President of Ellen Phillips, Inc. Mrs. Phillips has been featured in newspapers across the country, such as the New York Times, the Dallas Morning News, and the Washington Post, and the subject of numerous national print and television media, including People, SmartMoney, Woman's Day and Good Morning America, the Today Show, and Oprah. To empower consumers and help them fight for their rights, she authored Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results and, also, Fight Back and Win! How to Work With Business and Get What You Want.
A retired Virginia educator, Phillips writes the "Consumer Watch" column for the Chattanooga (TN) Times Free Press. Her e-mail address is consumerwatch@timesfreepress.com; her web site, currently under revision, is www.ellenphillipsinc.com.
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It takes a corporation to fight a corporation for you(especially the people you elected in office make them work for you as they promised), so be sure to include the correct agencies/corporations. The letters are short and to the point in a humble manner.
ONE OF MY FAVORITES
if you write letters and need to get your points across to folks who
think their opinions matter more than yours.
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And laws may be different.

