Making complaints

If you buy something and then discover there is a problem with it, you might take it back to the shop and make a complaint. Look at the sentences below from a conversation in a shop. Put them in the correct order. a. I bought this shirt here yesterday, but when I got home I noticed this tear in the sleeve. 2b. I see. I’m afraid we only exchange goods. We can’t give you a refund. 5c. Really? But I only bought it yesterday. 10d. Really? Okay then, I’ll have a new one, please. 6e. I’m sorry Madam. There is nothing I can do without the receipt. 11f. Is she? Well, I’m a regular customer here, and I demand my money back! 14g. Oh dear. I am sorry about that. Would you like to exchange it for a new one? 3h. Actually, I’d like my money back please. 4i. Well, I’m afraid it does matter. You have to have the receipt for an exchange. 9j. Good morning. How can I help you? 1k. No, I’m afraid not. I think I lost it on the way home. Does that matter? 8l. I’m afraid she’s busy at the moment. 13m. Certainly. Have you got the receipt? 7n. Well, that’s not good enough. Can I speak to the manager please? 12 Complete the dialogue with the following words:refund, top, changing rooms, size, receipt, front, exchange C1: It’s dark in here. And that music is a bit loud. Are you sure this is a shop?C2: Yes mum, it’s Jenny’s favourite shop. Excuse me, I’m looking for a top.SA: Yes, they’re over there.C2: Thanks. Here – this is what she wants.C1: Are you sure she wants that writing on the front?C2: Yes, it’s cool.C1: Oh, okay, if you say so. What size is she?C2: Well, I’m a size ten so she’s a twelve? Excuse me,do you have this in a size twelve please?SA: Sure – here you are. Would you like to try it on? The changing rooms are over there.C2: No, that’s all right. I’ll take it.SA: That’s twenty-nine pounds and ninety-nine pence please. How would you like to pay?C2: Cash please. It’s a present so if it doesn’t fit, can we get a refund?SA: You have twenty-eight days for a refund or an exchange. Make sure you keep your receipt. Complete the text with the following words:ripped, receipt, zip, fill in, refund, faulty, SA: Can I help you?C3: Yes, I bought this dress last week, but the zip doesn’t work.SA: Really? I’m sorry about that. What’s wrong with it?C3: Well, when I try to close it, nothing happens.SA: That’s strange. Are you sure you haven’t pulled on it too hard?C3: Yes, of course I’m sure. I think it’s faulty.SA: Hmm, it’s ripped here. Are you sure you didn’t rip it?C3: No, I didn’t rip it. Listen, I took it out of the bag,I tried it on but the zip didn’t work. So I put it back in the bag, and now I’d like a refund please.SA: Do you have your receipt?C3: Yes, here it is.SA: We can exchange it for a new one.C3: No thanks, I just want my money back.SA: Okay, that’s no problem. Can you fill in your details here please … Write a dialogue between you (a customer) and a shop assistant. You are returning a faulty pair of jeans. Say when you bought them, explain what is wrong with them and say what you expect form the shop.