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Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results Paperback – December 22, 1998

by Ellen Phillips (Author)
4.2 4.2 out of 5 stars 49 ratings
See all formats and editions
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How to get the best of shoddy shops, crooked car-dealerships, and heartless HMOs--without having to hire an attorney.
    
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.
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Previous page
  1. Print length
    352 pages
  2. Language
    English
  3. Publisher
    Knopf Doubleday Publishing Group
  4. Publication date
    December 22, 1998
  5. Dimensions
    5.19 x 0.8 x 8 inches
  6. ISBN-10
    0375701206
  7. ISBN-13
    978-0375701207
  8. See all details
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The Amazon Book Review
The Amazon Book Review
Book recommendations, author interviews, editors' picks, and more. Read it now.

Editorial Reviews

Amazon.com Review

Rarely does a day go by when most of us do not have to deal with surly salespeople, cheaply made products, or vast and indifferent bureaucracies. Most of us endure this with a stoicism worthy of Seneca himself. After all, what's the use of complaining? It all seems to fall on deaf ears, anyway.

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

How to get the best of shoddy shops, crooked car-dealerships, and heartless HMOs--without having to hire an attorney.

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.

Product details

  • Publisher ‏ : ‎ Knopf Doubleday Publishing Group; First Edition (December 22, 1998)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 352 pages
  • ISBN-10 ‏ : ‎ 0375701206
  • ISBN-13 ‏ : ‎ 978-0375701207
  • Item Weight ‏ : ‎ 10.4 ounces
  • Dimensions ‏ : ‎ 5.19 x 0.8 x 8 inches
  • Customer Reviews:
    4.2 4.2 out of 5 stars 49 ratings

About the author

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Ellen Haygood Phillips

Ellen Haygood Phillips

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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.

Customer reviews

4.2 out of 5 stars
4.2 out of 5
49 global ratings

Top reviews from the United States

Crystal Moore
5.0 out of 5 stars Classic Complaint letter writing at its finest, MUST have book in your library.
Reviewed in the United States on December 29, 2021
Verified Purchase
I've had this book since it was published, lost it in a move and I'm glad to have it back in my personal library. This is my go to when writing complaint letters. I tweak it to fit 2021 complaints however you ALWAYS GET POSITIVE RESULTS when you use her examples and always Cc to the higher ups, State & Federal offices so they can fight for you.
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
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Richard L. Eaton
3.0 out of 5 stars Pretty Basic
Reviewed in the United States on March 29, 2008
Verified Purchase
Clearly this book provides the basics on writing letters of complaint. Most of it is just common sense (not so common these days). If you treat business people the way you would want them to treat you, it usually works out in the end. I didn't find much new in it. The contact addresses are helpful, but then most of them can be found on the net.. and more current
One person found this helpful
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Gai Mansmann
5.0 out of 5 stars An excellent How-To book.
Reviewed in the United States on March 31, 2021
Verified Purchase
Step-by-step approach and guide; and in my case with a successful outcome.
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Claudia
5.0 out of 5 stars this book is a great resource on how to write an effective letter
Reviewed in the United States on August 18, 2016
Verified Purchase
If you ever need to dispute a purchase or make a claim, this book is a great resource on how to write an effective letter. I've used her guidelines with several large corporations and received immediate responses every time.
3 people found this helpful
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Diana
5.0 out of 5 stars used her tips to write letters to Congressmen and Senators, etc.
Reviewed in the United States on March 8, 2013
Verified Purchase
I have used this authors tips on writing letters to Congressmen, Senators, and others and it really works for advocacy. It is an invaluable book
if you write letters and need to get your points across to folks who
think their opinions matter more than yours.
4 people found this helpful
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debby price
2.0 out of 5 stars Two Stars
Reviewed in the United States on October 17, 2016
Verified Purchase
I was a little disappointed it wasn't really what I expected.
One person found this helpful
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BIN
1.0 out of 5 stars Badly written "Acknowledgements"
Reviewed in the United States on November 13, 2009
Verified Purchase
As an educated person, I am shocked, appalled and dismayed to find so many divine references in the Acknowledgment section of the book. Ellen writes "... Thank God for family!... Thank God for friends!... Thank God for publicity!... Thank God for attorneys who have faith in me!... Thank God for helpers!... Thank God for professionalism!... Thank God for people". I was nauseated after reading just the Acknowledgment section. Not sure I can carry on reading the rest of the book.
3 people found this helpful
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Surf
5.0 out of 5 stars Mediocre
Reviewed in the United States on April 16, 2010
Verified Purchase
This is a very clever concept of interest to almost everyone. The idea could have been presented in a short article or a few examples. No need to drag it out into an entire book, except, sight unseen, I thought it was clever enough to buy.
One person found this helpful
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Top reviews from other countries

steven ware
5.0 out of 5 stars Five Stars
Reviewed in the United Kingdom on February 2, 2015
Verified Purchase
great book
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Phyll Robson
4.0 out of 5 stars Four Stars
Reviewed in the United Kingdom on December 2, 2015
Verified Purchase
Easy to read and full of good advice
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mark333
3.0 out of 5 stars Okish
Reviewed in the United Kingdom on August 5, 2015
Verified Purchase
Very American...for English would be nice as most of these letters are based for us.
And laws may be different.
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