Making a complaint: using the simple past tense
1
Think about these questions before reading. Share your ideas with a partner.
- When was the last time you returned something to a shop? What was the problem?
- Imagine you buy a new phone and it doesn't turn on. What do you do?
- Is it easy or difficult for you to complain in a shop? Why?
2
Returning a Faulty Item
Listen to the dialogue. Notice how the vocabulary and grammar from the lesson are used.
3
Listen to the dialogue again and answer the questions.
01What item does Marco want to return?
Sample answerHe wants to return some headphones.
02What is the problem with the headphones?
Sample answerThey don't work properly. The sound stopped working.
03What does the shop assistant ask Marco for?
Sample answerShe asks for his proof of purchase, the receipt.
04Why can't Marco exchange the headphones?
Sample answerBecause that model is out of stock.
05What does Marco get in the end?
Sample answerHe gets a refund.
4
Key phrases for making a complaint
Vocabulary
These expressions will help you communicate more naturally when you have a problem with a product.
Examples
take something back — to return an item to the shop where you bought it.
This is a very common phrasal verb. For example: 'The coffee machine is broken, so I need to take it back.'
not work properly — when a product has a problem and doesn't do what it should do.
Use this phrase to explain the problem clearly and politely. For example: 'My new headphones are not working properly.'
proof of purchase — a document that shows you bought something, like a receipt.
A shop assistant will almost always ask for this. For example: 'Do you have your proof of purchase with you?'
out of stock — when a shop does not have a product available to buy.
You might hear this if you ask for a replacement. For example: 'I'm sorry, that size is out of stock.'
ask for a manager — to request to speak to the person in charge.
This is something you can say if you are not happy with the help from a shop assistant. For example: 'I'm not satisfied. Can I ask for a manager, please?'
5
Complete the sentences with words from the box. One word is extra.
Word bank
01I bought this camera yesterday, but it's . The screen is black.
02The shirt was too small, so I took it back and asked for a .
03You need to show the to get your money back.
04I wanted to exchange the shoes for a bigger size, but they were .
05If the shop assistant can't help you, you should ask to speak to the .
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Grammar: Simple past tense
Grammar
We use the simple past tense to talk about actions that finished at a specific time in the past. When you make a complaint, you need to explain what happened. For example, you can say when you bought an item and when it stopped working.
Examples
I bought this kettle last week, but it stopped working yesterday.
Use the simple past for finished actions with a specific time in the past (last week, yesterday).
The shirt shrank after I washed it.
Many common verbs are irregular in the past tense, like 'shrink' -> 'shrank'.
I did not receive the correct size.
For negative sentences, use 'did not' (or 'didn't') + the base form of the verb (receive).
Key points
- For regular verbs, add '-ed' to the end (e.g., 'work' -> 'worked').
- For questions, use 'Did' + subject + base verb (e.g., 'Did you keep the receipt?').
- Remember to use past time expressions like 'yesterday', 'last week', or 'two days ago'.
7
Find the mistake
Read the sentences about making a complaint. Each sentence has one mistake.
Find the mistake and write the correct sentence.
01I buy this camera last week, but it doesn't work.
Corrected version
I buy bought this camera last week, but it doesn't work.
02I didn't liked the product because it was the wrong colour.
Corrected version
I didn't liked like the product because it was the wrong colour.
03Do you have the recipe? I need proof of purchase.
Corrected version
Do you have the recipe? receipt? I need proof of purchase.
04I would like to make a complain about this faulty kettle.
Corrected version
I would like to make a complain complaint about this faulty kettle.
05The headphones was broken when I opened the box.
Corrected version
The headphones was were broken when I opened the box.
06I want to change this shirt for a different size, please.
Corrected version
I want to change exchange this shirt for a different size, please.
07The shop assistant sayed they were out of stock.
Corrected version
The shop assistant sayed said they were out of stock.
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Vocabulary for shopping problems
When you have a problem with something you bought, you need to know these words.
Match the words with their meanings.
Drag or click to match
Definitions
9
Discuss these questions with a partner. Try to use vocabulary from the lesson.
- In your country, is it easy to take something back to a shop without proof of purchase? What do shops usually offer: a refund or a replacement?
- Is it better to complain in person, by phone, or by email? Why?
- Imagine a shop assistant is not helpful when you complain. What is the next thing you should do? Is it a good idea to ask for a manager?