New here? This is lesson 228 of a free 240-lesson Japanese course.
Accepting a complaint in Japanese
At Kissa Hotaru, a customer says the blend coffee has gone cold. Masako has already poured a fresh cup, but she lets Leo handle the complaint.
Leo needs to acknowledge the problem, apologise formally, and explain what he will do next.
These phrases suit a real service problem: own the missed check, offer a replacement, and prevent a repeat.
Listen for the humble いたします and the careful offer to comp the drink.
By the end of this lesson
Respond to a complaint with a formal apology and a practical fix.
- ご不便をおかけして、申し訳ありません。I'm very sorry for the inconvenience.
- すぐに対応いたします。We'll take care of it right away.
- こちらの確認不足でした。That was our failure to check.
- 新しいものと交換します。I'll replace it with a new one.
- 再発しないよう、気をつけます。I'll make sure it doesn't happen again.
- こちらは、サービスさせてください。Please let this one be on us.
Scene — a cold blend
A customer at Kissa Hotaru tells Masako that the blend has gone cold. Masako has already poured a fresh cup and asks Leo to handle the response.
Goro sits in the corner booth beside his unfinished blend. The old black umbrella remains in the stand by the door.
Learn — apologise and offer a fix
These six lines help you take responsibility, make a formal apology, and offer practical next steps.
Notice how the wording stays courteous without sounding like a speech.
ご不便をおかけして、申し訳ありません。
I'm very sorry for the inconvenience.
When to use it: Use this formal apology when your service has caused someone a problem.
申し訳ありません is a formal apology, and ご不便をおかけして names the inconvenience.
すぐに対応いたします。
We'll take care of it right away.
When to use it: Say this when you can start fixing the problem immediately.
いたします is a humble, business-polite way to say you will do something.
こちらの確認不足でした。
That was our failure to check.
When to use it: Use this to accept responsibility for a missed check.
The particle の links こちら with 確認不足, identifying whose check fell short.
新しいものと交換します。
I'll replace it with a new one.
When to use it: Offer this when you can replace a faulty item or drink.
と connects the new item with the replacement action.
再発しないよう、気をつけます。
I'll make sure it doesn't happen again.
When to use it: Say this after addressing a problem to reassure the customer.
よう expresses the aim of taking care so the problem does not recur.
こちらは、サービスさせてください。
Please let this one be on us.
When to use it: Offer this when you want to comp the item as an apology.
させてください politely asks permission to provide the item free of charge.
Story — a fresh cup is ready
A customer points out that the blend is cold. Masako has made a fresh cup already, and Leo takes the lead with a formal apology.
Highlighted phrases are the new lines. Turn on Show English if you want a gloss.
- Rain taps the window. A customer approaches the counter with a cup.
Leoこんにちは。Hello.
Masakoこんにちは。Hello.- Customerすみません、ブレンドが冷めているんですが。Excuse me, but the blend has gone cold.
- Masakoレオさん、お願いね。新しいカップはもう用意してあるよ。Leo, I'll leave this to you. I've already prepared a fresh cup.
- Leoご不便をおかけして、申し訳ありません。I'm very sorry for the inconvenience.
- Customer少し前に頼んだんですが、もう冷めています。I ordered it a little while ago, but it's already cold.
- Leoこちらの確認不足でした。That was our failure to check.
- Leoすぐに対応いたします。We'll take care of it right away.
- Masako新しいカップ、持っていってね。Take the fresh cup over, please.
- Leoありがとうございます。Thank you.
- Leo新しいものと交換します。I'll replace it with a new one.
- Customerありがとうございます。Thank you.
- Leoこちらは、サービスさせてください。Please let this one be on us.
- Customerありがとうございます。助かります。Thank you. I appreciate it.
- Leo再発しないよう、気をつけます。I'll make sure it doesn't happen again.
- The customer tries the fresh blend. Goro's own cup remains untouched in the booth.
- Customer今度は温かいです。ありがとうございます。It's warm this time. Thank you.
Practice — choose a careful response
Eleven tasks mix listening, choosing a response, building a phrase, and checking a real learner mistake.
Keep the customer's complaint in mind as you choose.
0 of 12 done
What did you hear?
What did you hear?
What do you say?
What do you say?
A customer reports a problem, and you can begin fixing it immediately. Promise to take care of it now.
Build the line
Build the line
We'll take care of it right away.
。
Tap the words in order.
Fill the gap
Fill the gap
That was our failure to check.
こちら____確認不足でした。
What do you say?
What do you say?
The customer specifically asks for a replacement. Offer to replace the drink with a new one.
Find the mistake
Find the mistake
Swap the word
Swap the word
You are accepting responsibility for your side's missed check. Fix the particle.
こちら____確認不足でした。
What does it mean?
What does it mean?
こちらは、サービスさせてください。
Build the line
Build the line
I'll make sure it doesn't happen again.
、。
Tap the words in order.
What do you say?
What do you say?
Masako hands you the fresh cup to carry to the customer. Thank her.
What do you say?
What do you say?
You step up to the counter in the afternoon and greet Masako.
Build the line
Build the line
I'll replace it with a new one.
。
Tap the words in order.
Say it — take the counter
Take Leo's place at the counter. Listen to the customer, apologise, and offer a concrete fix in a calm, courteous voice.
Tap play first if you want to hear each turn. The recording stays on this device.
- Customerブレンドが冷めているんですが。The blend has gone cold.
- Leo (you)Apologise formally for the inconvenience.
Apologise formally for the inconvenience.
ご不便をおかけして、申し訳ありません。
I'm very sorry for the inconvenience.
0 of 4 said
Recap — what you can say now
| Japanese | English | Play |
|---|---|---|
| ご不便をおかけして、申し訳ありません。 | I'm very sorry for the inconvenience. | |
| すぐに対応いたします。 | We'll take care of it right away. | |
| こちらの確認不足でした。 | That was our failure to check. | |
| 新しいものと交換します。 | I'll replace it with a new one. | |
| 再発しないよう、気をつけます。 | I'll make sure it doesn't happen again. | |
| こちらは、サービスさせてください。 | Please let this one be on us. |
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Keep practicing with Yak Cards
Keep these complaint responses ready for the counter. Open the Yak Cards for this lesson and practise them between errands.
A quick review helps you stay courteous and clear when someone needs a problem fixed.
Open Yak Cards