Useful Vocabulary & Phrases

It is….

cracked
scratched
chipped
stained
leaking
torn
frayed
bent

It has a…

crack
scratch
chip
stain
leak
tear
bend

Returning it

I want to return this
I want to exchange this
I want to swap this for …
I want my money back
I want a refund

You need the…

receipt
original box
original packaging
proof of purchase

Customer Rights

It has a (6 month) warranty
It has a (2 year) guarantee
It’s guaranteed for (2 years)
It’s not what you advertised
That’s false advertising

Not money, but…

store credit
gift vouchers
compensation

 

Dialogues

Dialogue 1

“Good afternoon, how can I help you?”
“Hi. I bought this DVD from you yesterday, but there’s a scratch on it and my machine won’t read it.”
“Oh, OK. Do you have a receipt?”
“Right here.”
“OK, we can exchange it for another if you would like.”
“Yes please.”

Dialogue 2

“Hello. How may I be of assistance?”
“Yes, hi. I’d like to return this book I bought from here this morning.”
“What seems to be the problem with it?”
“Well, the outside looks fine, but inside there is a coffee stain on some of the pages, and some of the corners are folded. I don’t think this is a new book.”
“I’m dreadfully sorry about that. Please, let me give you a refund.”
“Thank you.”

Dialogue 3

“Excuse me, but I bought this shirt from you yesterday, and when I got home I saw it had a stain on the back.”
“I’m sorry to hear that. Do you have a receipt for it?”
“Yes, here.”
“I’m afraid our shop doesn’t do refunds, but we can swap it for another, or give you store credit.”
“I would prefer my money back.”
“I’m sorry, no refunds is store policy. My hands are tied.”
“I guess I don’t have a choice then. Well, give me the store credit. Maybe somebody else can use it.”