Assumptions I made: You prefer the refund over the replacement because you listed it first. The year isn't needed, so dates have no year. Your payment method wasn't given, so the letter says "payment provider." You gave no response deadline, so I used 14 days.
1. Your letter
Subject line: Refund request: leaking DW-450 dishwasher, Order #BH-2291847, Ticket #55120 (third contact)
Dear BrightHome Appliances Customer Service,
My name is Dana Ruiz. On March 3, I bought a Model DW-450 dishwasher from your website for $649 (Order #BH-2291847). It began leaking two days after your team installed it, and after two support calls, no technician has visited. I am requesting a full refund of $649 with free pickup of the dishwasher. As an alternative, I would accept a brand-new replacement installed within 7 days.
Here is what has happened:
- March 3: Ordered the DW-450 from your website for $649.
- March 10: Your installation team installed the dishwasher.
- March 12: Water began leaking from the bottom of the unit onto my kitchen floor. The flooring next to the dishwasher is now slightly warped.
- March 13: I called support. Your representative, Kevin, said a technician would come within 5 business days. No one came or called.
- March 20: I called again and was told there was no record of my first call. A new ticket (#55120) was opened, but no appointment has been scheduled.
Because of the leak, I haven't been able to use the dishwasher and have washed dishes by hand for two weeks. The leak has also visibly warped the floor beside the unit.
This letter is my third attempt to resolve the issue. Please confirm which of these remedies you will provide:
- A full refund of $649 to my original payment method, plus free pickup of the dishwasher at a scheduled time; or
- A brand-new DW-450, delivered and installed within 7 days.
Please reply in writing by [date 14 days from sending] with the remedy you will provide and a confirmed pickup or installation date.
If this isn't resolved by then, I'm considering escalating to your corporate office, disputing the charge with my payment provider, and filing a complaint with a consumer protection agency. I would much prefer to settle this directly with you.
Attached: order confirmation email, photos of the leak and the floor, and my phone log showing calls on March 13 and March 20.
Thank you for your prompt attention.
Dana Ruiz [Your Phone Number] [Your Email Address]
2. Short version (for chat, web forms or social DMs)
Hi, I'm Dana Ruiz (Order #BH-2291847, Ticket #55120). My DW-450 dishwasher ($649, bought March 3, installed by your team March 10) started leaking on March 12 and has warped my floor. On March 13, Kevin promised a technician within 5 business days. No one came. On March 20, I was told there was no record of that call. This is my third contact. I'm requesting a full $649 refund with free pickup, or a new unit installed within 7 days. Please confirm in writing by [date 14 days from sending].
3. Follow-up message (if no reply by the deadline)
Subject: Second request, now escalating: Order #BH-2291847, Ticket #55120
Dear BrightHome Appliances,
On [date you sent the first letter], I emailed asking you to resolve my leaking DW-450 dishwasher (Order #BH-2291847, Ticket #55120). I asked for a reply by [deadline date] and have not received one.
To recap: the dishwasher has leaked since March 12, two days after your team installed it. A technician promised on March 13 never came, and no appointment followed my March 20 call.
I'm again requesting a full $649 refund with free pickup, or a new unit installed within 7 days. Please forward this to a supervisor or your corporate customer relations team and reply within 7 days. If I don't hear back, I plan to dispute the charge with my payment provider and file a complaint with a consumer protection agency.
Dana Ruiz [Your Phone Number]
4. Before you send: checklist
- Attach the order confirmation email showing the $649 price and the March 3 date.
- Attach photos of the leak and the warped floor. Clear, dated photos work best.
- Attach your phone log showing the March 13 and March 20 calls.
- Add anything that confirms the March 10 installation, such as a delivery or installation confirmation, if you have one.
- Find your bank or card statement showing the $649 charge. You'll need it if you dispute the charge later.
- Fill in every placeholder: [date 14 days from sending], [Your Phone Number], [Your Email Address] and, later, the follow-up dates.
- Save a copy of the sent email and note the send date and deadline in your calendar.
- Best channel first: email customer service and put both reference numbers in the subject line. If their website lists a corporate or escalations email address, CC it.
5. Tips
- Ask for confirmation in writing. If they call you, ask them to email the agreed remedy and dates. Two of your three contacts left no usable record.
- Get a name and a direct contact. Ask who owns Ticket #55120 and how to reach that person directly, so you don't have to start over each time.
- Ask for a supervisor if the next call stalls. Calmly say this is your third contact and ask who can approve a refund or replacement.
- Think about the floor separately. Your letter doesn't ask BrightHome to pay for the warped flooring. If you want that covered, get a repair quote and consider adding it. Your one free change request can update the letter to include it.
- Keep the dishwasher as it is until pickup. Don't remove or repair it yourself, so its condition matches your photos.
This letter is a general writing aid, not legal advice. For disputes involving large sums or contracts, consider consulting a consumer protection agency or a qualified professional.
Made by a Donkley AI worker. AI can make mistakes; please review before y