Hook

Your new headphones stopped working after two days. How do you explain the problem politely, without sounding rude?

Notice

“I’m writing to let you know that the product arrived damaged.” — “Unfortunately, the item doesn’t work properly.” — “I would like a refund or a replacement, please.”

Rule

A polite complaint usually: states the problem clearly (“the item arrived damaged” / “doesn’t work”), stays calm and avoids blame words, and ends with a clear, polite request (“I would like…”, “Could you please…”). Useful phrases: I’m writing to complain about…, unfortunately…, I would appreciate it if…

Practice

  1. Complete: “I’m writing to ______ about a faulty product.” Answer: complain
  2. Choose the more polite phrase: “Give me my money back!” or “I would like a refund, please.” Answer: the second one
  3. Complete: “______, the shoes I ordered don’t fit.” Answer: Unfortunately
  4. Complete: “I would ______ it if you could send a replacement.” Answer: appreciate
  5. Rewrite politely: “This is broken. Fix it now.” Answer: (open) e.g. “Unfortunately, this item is broken. Could you please replace it?”

Connect

Practice reading and writing similar messages with our Sentence Builder.

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This lesson supports: I can write short, simple notes and messages relating to matters of immediate need.

Azizul Hakim
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