24 Complaints

LESSON TWENTY-FOUR
Part 1 Complaints
Task 1
Complete the sentences typical of emails of complaint with the pairs of words from the
box.
appreciate/replaced
attention/problem
delivered/urgently
matter/inconvenience
complain/quality
dissatisfaction/received
purchased/standard
connection/attitude
entitled/replacement
refund/further
terms/treatment
unless/cancel
1. I am writing in _______________ with the negative _______________ of a member of your
staff.
2. I hope that you will deal with this _______________ promptly as it is causing me
considerable _______________.
3. The equipment I ordered has still not been _______________, despite my phone call to you
last week to say that it is needed _______________.
4. Although you advertise yourself as a top-quality brand, the product I _______________ was
well below the _______________ I expected.
5. I am writing to draw your _______________ to a _______________ in your customer
services section.
6. I would _______________ it if the faulty goods could be _______________ as soon as
possible.
7. I wish to complain in the strongest possible _______________ about the _______________
I received form a member of your staff.
Source: Emmerson, P. 2003. E-mail English, Macmillan.
8. I believe that I am _______________ to an immediate _______________

_______________.
9. I am writing to express my strong _______________ with the goods I _______________
this morning.
10. _______________ I receive the goods by the end of this week, I will have no choice but to
_______________ my order.
11. I am writing to _______________ about the _______________ of a product I purchased
online from your website.
12. I insist on a full _______________, otherwise I will be forced to take the matter
_______________.
Task 2
Match the beginnings (1-8) with the endings (a-h).
1. You only sent 7 DVDs, instead
2. You only sent 7 DVDs, in spite of
3. Even though I paid for 8 DVDs,
4. I paid for 8 DVDs.
5. I paid for 8 DVDs,
6. Firstly, the quantity of DVDs was incorrect,
7. You have still not resolved the problem with the DVDs.
8. You have still not resolved the problem with the DVDs,
a) there were only 7 in the box.
b) but there were only 7 in the box.
c) However, there were only 7 in the box.
d) so I am refusing to pay your invoice.
e) Therefore, I am refusing y=to pay your invoice.

f) of the 8 that I ordered.
g) the fact that I pad for 8.
h) In addition, two of the covers were damaged.
Part 2 Complaints
Task 3
Complete each phrase with one word. Some letters have been given to help you.
1. write in connection with sth.
6. to be below the expected st_____d
2. to need sth. ur_____y
7. to complain in the strongest possible te_____s
3. to take the matter fu_____r
8. to express strong dis_____ion with sth.
4. to demand a full re_____d
9. to demand an immediate re__________t
5. to draw sbs at_____n to sth.
10. to cause sb. considerable inc__________e
Task 4
Linking words and phrases are used in complaints to explain your case clearly and
carefully. Complete the table with the word/phrases from the box.
Above all
As a result
In addition
Nevertheless
Even though
In conclusion
In fact
Finally
Firstly
In particular
Furthermore
In reality
Taking everything into consideration
However
In spite of the fact that
Therefore
Adding anther point (like and):
1 Furthermore / __________________
Listing points:
2 __________ / ___________________
Making a contrast (like but):
3 __________ / ___________________
Making a contrast (like although):`
4 __________ / ___________________
Giving the consequence (like so):
5 __________ / ___________________
Giving the most important example:
6 __________ / ___________________
Saying what the real situation is:
7 __________ / ___________________
Introducing the final paragraph:
8 __________ / ___________________
Above all
As a result
In addition
Nevertheless
Even though
In conclusion
In fact
Finally
Firstly
In particular
Taking everything into consideration
Furthermore
In reality
However
In spite of the fact that
Therefore
Adding anther point (like and):
1 Furthermore / _______________
Listing points:
2 __________ / ________________
Making a contrast (like but):
3 __________ / ________________
Making a contrast (like although):`
4 __________ / ________________
Giving the consequence (like so):
5 __________ / ________________
Giving the most important example:
6 __________ / ________________
Saying what the real situation is:
7 __________ / ________________
Introducing the final paragraph:
8 __________ / _______________
Which two phrases are NOT followed immediately by a comma, and can
come in the middle of a sentence as well as at the beginning?
__________________ / __________________
Task 5
Underline the most appropriate words or phrases in the e-mail.
I am writing to complain about the poor service we have received from your company. (1)
Firstly/Therefore, the goods you sent were not the ones I ordered. Our order dated 16 September
clearly stated that we wanted 1,000 T-shirts. (2) In particular/However, we only received 800. (3)
Nevertheless/Furthermore, we asked you to print our company logo in the top left corner of the
shirts and you have printed it in the centre.
To make matters worse, your staff were very unhelpful when I called. (4) Even though/Above all,
no one took responsibility to sort out the problem I was simply passed from person to person. (5)
In fact/In addition, after 30 minutes, I gave up in frustration and ended the call.
The whole matter was treated by your staff as though it was completely unimportant, (6) in spite
of the fact that/therefore we have been your customers for more than five years. (7) In
particular/As a result, we are considering stopping all future business with your company.
(8) Taking everything into consideration/In reality, we must insist on an immediate replacement
order, to Source:
reach here
within 14 working days, at no cost to ourselves.
Emmerson, P. 2003. E-mail English, Macmillan.

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LESSON TWENTY-FOUR

Source: Emmerson, P. 2003. E-mail English, Macmillan.

8. I believe that I am _______________ to an immediate _______________

e) Therefore, I am refusing y=to pay your invoice.

Source: Emmerson, P. 2003. E-mail English, Macmillan.

6. to be below the expected st_____d

2. to need sth. ur_____y

7. to complain in the strongest possible te_____s

3. to take the matter fu_____r

8. to express strong dis_____ion with sth.

4. to demand a full re_____d

9. to demand an immediate re__________t

5. to draw sbs at_____n to sth.

10. to cause sb. considerable inc__________e

Taking everything into consideration

In spite of the fact that

Adding anther point (like and):

Making a contrast (like but):

Making a contrast (like although):`

Giving the consequence (like so):

Giving the most important example:

Saying what the real situation is:

Introducing the final paragraph:

Taking everything into consideration

Source: Emmerson, P. 2003. E-mail English, Macmillan.

In spite of the fact that

Adding anther point (like and):

Making a contrast (like but):

Making a contrast (like although):`

Giving the consequence (like so):

Giving the most important example:

Saying what the real situation is:

Introducing the final paragraph:

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8. I believe that I am _ to an immediate _