Band 7+: You ordered an item from an online shop three weeks ago. The shop said you would get the item two days later but you have not received it yet. Last week you sent an email about the situation to the shop, but you did not receive a reply. Write a letter to the manager. In your letter explain the situation complain about the bad service ask for immediate delivery of your order or your money back

Dear Sir or Madam,

I am writing this letter to express my dissatisfaction regarding the customer service provided by the online shop. I purchased a cabin bag on December 15, 2025. The estimated delivery of the bag was December 17, 2025; however, my package was not delivered and delayed by three days. For assistance, I tried to inform the whole situation through an email, yet there was no response from the staff.

While purchasing the bag, I used to receive prompt email responses, which is no longer the case. Evidently, this shows that the services provided by the online store are unreliable. Nevertheless, if a solution is not provided, it would be difficult for me to consider purchasing from the store in future.

Hence, I would request you to escalate the situation and investigate the tracking of my order. If found, I would appreciate it if you could expedite the delivery of the item ordered. Otherwise, I would request a full refund for my purchase.

Thank you for your assistance and I look forward for a prompt response.

Yours faithfully,

Nonna Lia