1 SPEAKING Have you ever bought something online? Did you have any problems with it? Explain.
Students’ own answers
2 Read the letter of complaint and answer the questions.
1 What does Eman complain about?
the poor service; the fact she received spoons instead of knives not once but twice; the fact she couldn’t get through to anyone when she phoned the company; the fact she had to pay for the phone calls
2 What suggestions does she make to the company to improve their service?
improve the quality of their service; give prompt refunds or exchanges; employ human call centre staff instead of using automated responses
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Dear Sir/Madam, 1 I am writing to complain about the quality of the service in your company. 2 On 3 August this year, I purchased a set of BestChef knives from your website. It arrived on time, but when I opened the box, I found a set of teaspoons. This was most inconvenient because I need the knives for my college course. 3 I returned the set of spoons immediately and sent an email explaining why. I received an automated response. Two weeks later a package arrived. Unfortunately, the package contained the same set of spoons as before! I called your company to complain but didn’t manage to speak to anyone. To make matters worse, I had to pay for the calls. 4 I feel you should improve the quality of your service. In your returns policy on your website, you promise a prompt refund or exchange if anything is unsatisfactory but sadly, that is not true. This is unacceptable. You should also employ people to answer emails and phone calls instead of using automated responses. 5 I believe you should send me the knives I ordered with a refund of 89 JOD as compensation for the inconvenience that it caused. I look forward to your reply. Yours faithfully, Eman Haddad |
3 In pairs, look at Eman’s letter again and match paragraphs 1–5 with their contents a–e.
a 4 Suggestions to improve the company’s service.
b 3 What Eman did and the other problems she had.
c 1 The reason for writing.
d 5 The type of compensation Eman wants.
e 2 What went wrong and the problems it caused.
4 Match the underlined expressions in Eman’s letter with their paraphrases.
1 Another problem was …
To make matters worse …
2 It was a big problem.
This was most inconvenient.
3 I expect you to write back to me.
I look forward to your reply.
4 I can’t tolerate this situation.
This is unacceptable.
5 I feel sad to say …
Unfortunately…; Sadly…
5 Study the Writing box and complete the sentences with words.
1 I believe that you should improve this product.
2 I am writing to complain about this poor quality of this coffee machine.
3 Yours , faithfully
4 I look forward to your reply.
5 This expensive coffee machine is such poor quality. This is unacceptable.
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WRITING | A formal letter of complaint Paragraph 1 Give your reason for writing: I am writing to complain about … Paragraphs 2–3 Say what went wrong, what you did and what other problems you had: Unfortunately, …/Sadly, … This was most inconvenient/a big problem. Paragraph 4 Give suggestions on ways the company can improve its service This is unacceptable. I feel that you should improve …/change …/ make sure …/check … Paragraph 5 Say what compensation you want : I believe you should give me a refund/an apology. Formal beginning and ending Remember to begin and end your letter with formal expressions: Dear Sir/Madam, … I look forward to your reply. Yours faithfully, … |
6 Study Watch Out! and complete the sentences with a/an or the .
1 The shop where I work opens at nine o’clock.
2 She gave me a receipt. I put the receipt in my pocket.
3 Has this product got a guarantee? How long is the guarantee?
4 Can I speak to the manager, please? I wish to make a complaint.
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WATCH OUT! We use a/an to talk about a person or thing for the first time. When we mention the same person or thing again, we use the: We had an exam in the afternoon. After the exam, I went back to the shop. We also use the to talk about one specific person or thing: The shop assistant refused to give me my money back. |
7 WRITING TASK Write a letter of complaint about the problem below. Use the Writing box and Watch Out! to help you.
You ordered a pair of trainers online. They cost 49.99 JOD. They arrived the next day but they were the wrong size (too big).
You sent them back. A week later another pair arrived, but they were too small. You returned them. Finally, they sent you the right size, but they were the wrong colour.
students own answer
Use the Graphic Organiser to help you plan your writing.
Workbook
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Begin your letter appropriately with a formal expression. |
Dear Sir/Madam,
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Give your reason for writing. |
I am writing to 1 complain / respond about an item which I bought from you online. |
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Describe what went wrong and what happened. |
On 2 December this year, I purchased an HD13 camera from your website and paid an extra 5 JOD for ‘next-day delivery’. 2 Suddenly / Unfortunately, the delivery van did not arrive the next day and they phoned to say that it would come on the 9th. In the end, it arrived on the 7th when I wasn’t at home. The driver left a note telling me to collect the camera from the local office which is over ten kilometres away! |
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Describe what other problems you had. |
This was most 3 annoyed / inconvenient as I don’t have my own transport. When I arrived at the office, I waited over an hour before they found the camera. To make 4matters / service worse, the camera wasn’t the model I ordered – it was an H13X, which is a cheaper model. |
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Give suggestions on ways the company can improve.
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This is 5 typical / unacceptable, but the delivery company told me they couldn’t return the product to you and that I should arrange to send the camera myself. |
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Say what compensation you want. |
I 6 feel / mean that you should find a delivery company which can deliver products on the date they promise and which delivers the correct items. |
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End your letter appropriately with a formal expression. |
I believe you should replace the camera you sent me with the correct one which I ordered and also apologise for the inconvenience you caused. I look 7 ahead / forward to your reply. Yours 8 carefully / faithfully, |
1 Read the letter of complaint and choose the correct words to complete the letter.
2 Complete the sentences with a, an or the.
1 I bought a watch from a company on the Internet. When the watch arrived, it didn’t work.
2 I bought a shirt from a shop in the town centre but, when I got home I found that there was a hole in the shirt.
3 A man in our street complained about us the man doesn’t like our robot lawnmower. The lawnmower got into his garden last week and scared him.
3 WRITING TASK Read the information and write a letter of complaint. Use the notes below and the Active Writing instructions to help you.
Students’ own answers
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Last month you bought a book online for a friend as a present. • The book wasn’t new. There were words written inside. |
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ACTIVE WRITING |A formal letter of complaint 1 Plan your letter. Include the following information: 2 Write the letter. • Remember to start and finish appropriately. 3 Check that ... • You have included all the relevant information. |