1. Making a Complaint
Use these to express dissatisfaction politely or firmly.
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(I’m) Sorry to bother you, but... (Very polite start)
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I’m not satisfied with... (To show you are unhappy)
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I’d like to make a complaint / return this. (Direct and clear)
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I’ve got a slight problem with... (Softens the complaint)
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I want to talk to the manager. (When the problem is serious)
2. Responding to a Complaint
Use these to apologize and offer solutions.
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I’m (so/very) sorry about that. (Standard apology)
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It was entirely our fault. (Taking responsibility)
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Can I have your receipt / booking reference? (To get details)
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We can offer you store credit / a refund. (Solving the problem)
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I’ll see what I can do. (Promise of help)
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I’m afraid we’re fully booked. (Stating a limit)