Useful vocabulary and phrases
It is….
| cracked | leaking |
| scratched | torn |
| chipped | frayed |
| stained | bent |
It has a…
| crack | leak |
| scratch | tear |
| chip | bend |
| stain |
Returning it
| I want to return this | I want my money back |
| I want to exchange this | I want a refund |
| I want to swap this for … |
You need the…
| receipt | original packaging |
| original box | proof of purchase |
Customer Rights
| It has a (6 month) warranty | It’s not what you advertised |
| It has a (2 year) guarantee | That’s false advertising |
| It’s guaranteed for (2 years) |
Not money, but…
| store credit | compensation |
| gift vouchers |
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.”