COMPLAINING AND APOLOGIZING

ESL / EFL RESOURCES How to Complain and Apologize

A. Are the following underlined phrases used for apologizing or complaining? Indicate
your answers in the spaces provided.

1. I'm sorry for giving you the wrong order. ...............................

2. I'm afraid there is a problem with my order. ...............................

B. In pairs, read the two dialogues and write where you think each complaint occurred.

Conversation 1: In a .............................

Customer: Sorry to bother you, but I'm afraid there is a problem with my pizza.

Waiter: I'm sorry to hear that. What is the problem?

Customer: There are peppers on my pizza, but I ordered a pizza without peppers. I am
allergic to peppers so I need to change my order.

Waiter: Please, forgive me for the mistake. I'll bring you a new pizza immediately.

Conversation 2: In a .............................

Customer: Excuse me, but there is a problem with the jeans I bought yesterday. The zipper is
broken so I would like to exchange them for another pair.

Clerk: I'm terribly sorry for that, let me get you a new pair.

Customer: Thank you for your help.

Clerk: You're welcome.

C. Write the expressions used for complaining and apologizing from the dialogues.

Complaining Apologizing

D. Use the expressions above to complete each complaint. Then, in pairs, take it in
turns to read a complaint to your partner and the other student apologizes.

1. Sorry ......................................... the food I ordered is cold.

2. ........................................., but the shoes I received from my online order are the wrong
colour.

3. I'm ......................................... the shirt I bought yesterday, it's ripped.

4. ......................................... you, but we've been waiting a long time to order.

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