Making a complaint

Tom ordered a Pizza delivery at 6:00 pm. Now, it is 8:00 pm; the Pizza did not arrive.

Tom: Hello, good evening.

Employee: Good evening Sir.
Tom: I am afraid I have a complaint about a delivery.
Employee: What’s the problem Sir?
Tom: Maybe you forgot to send me the Pizza I ordered. Two hours passed till now and I didn’t receive any Pizza.
Employee: Oh, we are so sorry about that. Please give me your name again.
Tom: Mr Tom Anderson.
Employee: Yes right, I have your name here. The pizza was sent at 6:30 pm to: 50, Oxford street.
Tom: No, my home number is 15, Oxford street and not 50!!!
Employee: I can’t tell you how sorry I am. We will send you another Pizza in 15 minutes.

II- Relate the complaint with its answer: (say if the response is positive or negative)

Complaint
Response
1. I’m sorry to have to say this, but your 1- A- Oh sorry, I really forgot to give it back to you, I’ll bring it to you
children make a lot of noise at night. tomorrow.
2. Excuse me, but the service in your B- This is not my problem, they are still young, they just want to play.
restaurant is very bad.
3. sorry to say this, but may be you forgot C- You are right, next time I’ll be on time, sorry for that.
to bring me my money.
4. Don’t get me wrong, but I think you D- Well, if you don’t like our service, you can go to another restaurant.
should come on time.
III- Read the following expressions and classify them in the table below

9. I’m afraid there isn’t much we can do about it. 1. I am afraid I have to make a serious complaint
10. I'm so sorry but this will never happen again 2. Oh dear , I am sorry about that
11. I can't tell you how sorry I'm. 3. I’m afraid there’s nothing we can do about it.
12. I'm really not satisfied with… 4. I just don’t know how to say it, but………
13. I’m afraid I have a complaint about … 5. Look, I’m sorry to trouble you, but…
14. I’m sorry to have to say this, but … 6. Look, I’m not really satisfied with the way you…
15. Sorry to bother you, but… 7. I'm afraid I can't offer any help.
8. I'm so sorry about that. I promise it wouldn't happen again
Making a complaint Accepting a complaint Rejecting a complaint
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What would you say in the following situations?

1. You booked a room in a hotel but, to your disappointment, you found out your room was not available.
A: you (make a complaint)"………………………………………………………………………….…………………………………….”
……………………………………………………………………………………………………………………..…………………………"
B: Hotel manager accepts the complaint): “…………………………………………………………………………………….……………”
…………………………………………………………………………………………………………………………..………………..”
2. Your friend complained about not inviting him to your birthday party.
A: Your friend:".............................................................................................................................................................................................."
B: you: “………………………………………………………………………………………………………………………………………”

3. You bought a mobile phone and you found out that many options are missing.
A: You:"…………………………………………………………………………………………………..……………………………..…..."
B: Your friend rejects the complaint: ………………………………………………………………………….……………………..…