24
Good or poor service (B)
Textbook: pp. 102–105
GoalThe formal complaint letter: structure, tone, adverbs and stating what you want; role play.
New words
complaint · shikoyatcompensation · kompensatsiyafaulty · nuqsonlidelay · kechikmoq
Explanation
A complaint letter follows this order: 1) what you bought and when, 2) what the problem is, 3) how it affected you, 4) what you want (a refund, a replacement, an apology), 5) a deadline for a reply. The tone is polite but firm: I am writing to complain about... I would appreciate it if you could... Please reply within seven days. Adverbs add precision: The parcel was delivered late and arrived badly damaged. Do not use rude words or threats; give facts (dates, order number). The Past Simple describes the problem and the Present Perfect the present result: I have not received a reply yet.
Worked examples
I am writing to complain about the faulty speaker that I bought from your online shop on 3 March.
I would be grateful if you could refund the money or send me a replacement as soon as possible.
Class activity
Role play: “Customer – manager”. The customer complains (polite but firm); the manager apologises and offers a solution.
Practice
1
Which request is more suitable for a formal complaint? (a) Give me my money back now! (b) I would appreciate a full refund.
(b)
2
Add an adverb: The package arrived ___ damaged. (badly / bad)
badly
3
Write one sentence stating the problem and one stating what you want.
For example: The jacket I received has a broken zip. I would like a replacement.
4
Why should a complaint letter include the date and the order number?
They let the company find the order quickly and check what happened, so the problem can be solved faster.