Making complaints (beginner)

A2
90 min
Free
1

Think about these questions before reading. Share your ideas with a partner.

  1. When was the last time you returned something to a shop? What was it?
  2. Imagine you buy a new t-shirt. At home, you see a hole in it. What do you do?
  3. Is it easy or difficult to complain in a shop? Why?
2

A Polite Complaint

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.

01Why is Marco complaining?
Sample answerBecause his food is cold and it's not what he ordered.
02What did Marco order to eat?
Sample answerHe ordered the fish.
03What does the waiter offer to do for Marco?
Sample answerShe offers to bring him the correct dish right away.
04Is Marco polite or rude?
Sample answerHe is polite. He says 'excuse me' and 'I'm sorry, but...'
4

Key vocabulary for making a complaint

Vocabulary
Learn these useful phrases to help you explain a problem in a shop or restaurant.
5

Key vocabulary for complaints

Learn these useful words for returning an item to a shop.

Match each word or phrase on the left with its meaning on the right.

Drag or click to match
Definitions
6

Grammar: Can and could for polite requests

Grammar
When we make a complaint, it's important to be polite. We use the modal verbs 'can' and 'could' to ask for things in a polite way. 'Could' is often a little more formal and polite than 'can'.
Examples
Can I have a refund, please?
Use 'Can I...?' for a direct and polite request for something.
Could I speak to the manager?
'Could I...?' is often more formal and is a very polite way to ask for permission.
Could you exchange this for a new one?
Use 'Could you...?' to politely ask someone to do something for you.
Key points
  • Use 'Can I...?' or 'Could I...?' to ask for something for yourself.
  • Use 'Can you...?' or 'Could you...?' to ask someone else to do something.
  • Remember to add 'please' to sound more polite.
7

Complete the sentences with words from the box. One word is extra.

Word bank
01I can't return this shirt because I don't have the .
02I bought this toy yesterday, but it is .
03The camera doesn't work. I would like a please.
04Could I please speak to the ? I am not happy with the service.
05This jumper is too small. I would like an for a larger size, please.
8

Returning an item to a shop

Read the story about a customer returning a product.

Fill in each blank with the correct word from the word bank.

Word bank
Yesterday, I bought a new camera, but when I got home I saw that it was . I went back to the shop today with the to speak to someone. I said, 'Excuse me, can you me?' I explained the problem and asked for a new one. The shop assistant said they didn't have any more cameras. I asked if I could have a instead. She said yes and gave me my back.
9

Discuss these questions with a partner. Try to use vocabulary from the lesson.

  1. In your country, is it more common for people to ask for a refund or an exchange for a faulty item? Why do you think so?
  2. If you buy a new book and one page is a little bit torn, should you return it? Why or why not?
  3. What is more difficult: being a customer with a broken phone or being a shop assistant who helps the customer? Why?