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Lesson 224 of 240

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A polite complaint in English

Ana picks up an order at the drugstore across from the Blue Plate. The bag is ready, but the size is wrong.

She needs to tell the clerk without sounding angry. A polite complaint is still a complaint, and it should stay calm.

By the end, you'll raise a problem, say the order is wrong, ask for a fix, and ask for the manager if you need to.

Keep your voice even. You want a swap, not a fight.

By the end of this lesson

Raise a problem in a shop, ask for a fix, and ask for the manager if you need to.

  • Excuse me, I'd like to raise something.I need to tell you about a problem, politely.
  • This isn't what I ordered.You gave me a different thing from my order.
  • Could you take care of this for me?Please fix this problem.
  • I'm not trying to complain, I just want to check.I do not want to sound angry; I want to be sure.
  • I'd like to speak to the manager.Please get the person in charge.
  • I hope this can be fixed today.Please solve it before the day ends.

Scene — the bag is wrong

Ana stands at the drugstore counter with a small paper bag. The clerk is already looking at the next person in line.

The size on the box does not match her order. Across the street, the Blue Plate lamps are on, but this is a shop, not the diner.

A bell sits on the counter. The shelves behind the clerk are full of everyday things.

Ana stands at the drugstore counter with her small paper bag while the clerk looks toward the line.

Learn — raise it kindly

Six lines help you raise a problem in a shop without sounding angry.

You'll ask for a fix, and you'll ask for the manager if you need to.

  1. Ana reaches politely toward the service bell to get the clerk’s attention.

    Excuse me, I'd like to raise something.

    I need to tell you about a problem, politely.

    When to use it: Say this to start a polite complaint in a shop.

    I'd is I would, said as one piece, and raise something means you name a problem.

    Say it: Stress raise, not something.

  2. Ana holds up the box whose size does not match her order.

    This isn't what I ordered.

    You gave me a different thing from my order.

    When to use it: Say this when the bag is not the thing you asked for.

    Isn't is is not, said as one piece, and you keep your voice calm.

    Say it: Say isn't with a clear t at the end.

  3. Ana slides the paper bag toward the clerk so the problem can be fixed.

    Could you take care of this for me?

    Please fix this problem.

    When to use it: Ask this after you name the problem, when you want a fix.

    Could you makes this request sound polite.

  4. Ana calmly makes clear that she wants to check the problem without sounding angry.

    I'm not trying to complain, I just want to check.

    I do not want to sound angry; I want to be sure.

    When to use it: Say this when you want to stay calm and check a fact.

    Trying is the -ing form, and it keeps the line from sounding angry.

    Say it: Stress the second part of complain.

  5. A worker arrives from the back as Ana gestures toward the person in charge.

    I'd like to speak to the manager.

    Please get the person in charge.

    When to use it: Say this when the clerk cannot fix the problem.

    I'd is I would, said as one piece, and the manager is the person in charge.

  6. Ana waits with the paper bag near the window, hoping for the mix-up to be solved before evening ends.

    I hope this can be fixed today.

    Please solve it before the day ends.

    When to use it: Say this when you want the fix before the shop closes.

    Fixed here means made right, and you want that done today.

    Say it: Fixed ends with a t sound, not a d.

Story — the wrong size

Watch Ana at the drugstore counter. The bag is ready, but the size is wrong.

The highlighted words are the lines you just learned.

  1. Ana sets a small bag on the drugstore counter. The clerk looks up from the register.
  2. ClerkHi. I've got a pickup for Ana.A friendly hello, and her order is ready.
  3. AnaExcuse me, I'd like to raise something.I need to tell you about a problem, politely.
  4. ClerkSure. What's going on?They are ready to hear the problem.
  5. AnaThis isn't what I ordered.You gave me a different thing from my order.
  6. ClerkOh? Walk me through it.They want you to explain, step by step.
  7. AnaI'm not trying to complain, I just want to check.I do not want to sound angry; I want to be sure.
  8. ClerkOf course. Let's look.They agree to check the bag with her.
  9. AnaIt doesn't fit.The size is wrong for me.
  10. ClerkYeah, that's a large. I must have grabbed the wrong one.They see the mistake and name the wrong size.
  11. AnaCould you take care of this for me?Please fix this problem.
  12. ClerkI don't have a medium on the shelf. I can't swap it from here.They cannot make the swap at this counter.
  13. AnaI'd like to speak to the manager.Please get the person in charge.
  14. A person in a drugstore vest walks over from the back.
  15. ManagerI'm the manager. What can I do?The person in charge is here and ready to help.
  16. AnaCan I exchange this?Can I bring this back and get another one?
  17. ManagerYes. What size do you need?They can swap it, and they ask which size.
  18. AnaDo you have other sizes? I need a medium.She asks if a smaller or larger one is there, and she needs medium.
  19. ManagerWe should. Give me a few minutes in the back.They will look for that size behind the counter.
  20. AnaI hope this can be fixed today.Please solve it before the day ends.
  21. ManagerIt will. I'll bring a medium out before we close.They will swap it before the shop closes.
  22. ClerkSorry about that. I grabbed the wrong box.They apologize for packing the wrong size.

Practice — ask for a fix

Nine quick exercises wait here. You'll listen, pick, fill a gap, swap a word, and build a line.

They stay short, so the round moves fast.

0 of 9 done

  1. What did you hear?

  2. What does it mean?

    This isn't what I ordered.

  3. What do you say?

    You already named the problem. The clerk is waiting, and you want a fix.

  4. Swap the word

    You do not want to sound angry. Use the word for telling someone about a problem, then say you only want to be sure.

    I'm not trying to ____, I just want to check.

  5. Swap the word

    The clerk cannot swap the size. You need the person in charge.

    I'd like to speak to the ____.

  6. Build the line

    Please solve it before the day ends.

    .

    Tap the words in order.

  7. Pick the reply

    Manager says:

    I'm sorry about the mix-up. What would you like me to do?

    They made a mistake and they want your next step.

    And you reply with:

  8. True or false?

    This line means you want your money back.

  9. What do you say?

    You already explained to the manager that the pickup has the wrong size. Now ask if the shop has different sizes.

Say it — tell the clerk

Now you're Ana at the drugstore. The size is wrong, and you need a swap.

When it's your turn, tap the microphone and speak the line.

Tap play first if you want to hear the line. Your recording stays on your device.

  1. ClerkHere's your pickup.They are giving you the bag.
  2. Ana (you)Start a polite complaint. You have a problem to name.

    Excuse me, I'd like to raise something.

    I need to tell you about a problem, politely.

0 of 7 said

Recap — what you can say now

EnglishSimple English
Excuse me, I'd like to raise something.I need to tell you about a problem, politely.
This isn't what I ordered.You gave me a different thing from my order.
Could you take care of this for me?Please fix this problem.
I'm not trying to complain, I just want to check.I do not want to sound angry; I want to be sure.
I'd like to speak to the manager.Please get the person in charge.
I hope this can be fixed today.Please solve it before the day ends.
Next: lesson 225The repair argument

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Keep practicing with Yak Cards

Want to keep these polite complaints handy? Grab the Yak Cards for this lesson and review them anywhere.

A quick round with the Yak Cards each day keeps your shop complaints ready and calm.

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