Everyday Echoes · Role Play · A2/B1 · 50 min

Making a Complaint

You bought something, and it doesn't work. Now you want help. You don't need to be angry — you just need the right words, said with a smile.

This is the easier version. Want the harder one? → Full B2/C1 version →

The Scene 🎬

Ten days ago, you bought a new coffee machine. It was not cheap. For one week, it was perfect — nice hot coffee every morning.

Then this morning, it stopped. No lights, no water, no coffee. It doesn't work. So now you are back at the shop, with the machine in the box and your receipt in your hand.

You want a new machine, or your money back. Behind the desk is a shop assistant. Maybe they will say "call the company" or "it is not our job". Your plan is easy: stay calm, stay friendly, and don't go away.

Warm up — talk for one minute

  1. Did you ever buy something that didn't work? What was it? What did you do?
  2. When something is wrong in a shop, do you say something, or do you stay quiet? Why?

Who's who

You
The Customer 📦

Calm and polite, but you don't give up. You bought a machine that doesn't work. You want a new one, or your money back.

The other person
The Shop Assistant 🧾

Not unkind — just tired. First they may say "call the company". But they can help you, if you are friendly and clear.

Next: learn the phrases you need in the next tab. Then see them in a real conversation. Look at how the customer stays polite — excuse me, please, I would like — but does not give up. It is OK to speak slowly, or to ask the other person to repeat.

Useful Phrases 🧰

Here are the phrases for this conversation. Read each one and say it out loud once. Choose the ones you like. Keep this page open when you practise.

The shape of this conversation
1 · Start politely2 · Say what is wrong3 · Ask for what you want4 · Say thank you
It's a map, not a script. Real talk can skip steps or go back.
Cover it later, when you want to test yourself.

When you're the customer

🚪 Start politely
"Excuse me, I have a problem with this coffee machine."
"I know it is not your fault, but…"
🔍 Say what is wrong
"It doesn't work."
"Here is my receipt."
🤝 Ask for what you want
"I would like a new one, please."
"Can I have my money back, please?"
💛 Say thank you
"Is it possible to have that one instead?"
"Thank you very much! That is very kind."

When you're the shop assistant

"How can I help?"
"Can I see the receipt?"
"I'm sorry about that."
"I can give you a new one."

When something changes

"When did you buy it?"
"Do you want a new one or your money back?"
"Please wait a moment."

When you need help

"Sorry, can you say that again, please?"
"Can you speak more slowly, please?"
"Do you mean…?"
"How do you say … in English?"

Speed round 🎯

Draw a card. Say what you would say, out loud. Then look at one answer.

Press the button to start.

Try a few more rounds with the toolkit covered. When it feels easy, you are ready.

The Conversation 💬

Read it out loud, one person each, then change. Find the phrases from your toolkit. Listen for the calm, polite words.

AssistantHello. Can I help you?
YouYes, hello. Excuse me, I have a problem with this coffee machine. I bought it here.
AssistantOh. What is the problem?
YouIt doesn't work. It was good for one week, and then it stopped. No lights, no coffee — nothing.
AssistantHmm. Do you have the receipt?
YouYes, here is my receipt. I bought it ten days ago.
AssistantFor a broken machine, you must call the company. Here is their phone number.
YouI know it is not your fault, but I bought it here, not from the company. It is broken, so I would like some help, please.
AssistantI see. Well… I can repair it for you.
YouThank you, but the machine is only ten days old. I would like a new one, please — or my money back.
AssistantOne moment… I am sorry. We don't have this machine now.
YouI understand. You have a newer machine there, on the shelf. Is it possible to have that one instead?
Assistant… Yes, OK. That is a good idea. I can do that for you.
YouThank you very much! That is very kind. You helped me a lot.

From memory — don't look up!

1. What is the problem with the coffee machine?

2. First, the assistant says to call the company. What does the customer say back?

3. In the end, what does the customer get? Why not the same machine?

1. It doesn't work. It was good for one week, then it stopped — no lights, no coffee.
2. The customer stays friendly. They say it is not the assistant's fault, but they bought the machine here, not from the company — so they ask the shop for help.
3. A newer machine from the shelf. The shop did not have the same machine any more (it was finished), so the customer asked for a different one instead.

Your Turn 🎭

No script this time. You have a real talk with a real person. You have a goal.

1 · Warm up your voice 🎤

Say each sentence out loud. Use your own words in the gaps.

  1. Start politely. Excuse me, I have a problem with ___.
  2. Say what is wrong. It doesn't ___.
  3. Ask for what you want. I would like ___, please.
  4. Say thank you. Is it possible to ___?

2 · The scene 🎬

Pick a situation. Your partner plays the other person.

Your card
Where
The situation
You have
You want
Your ruleStay calm and polite, even if you are cross.
Who you're talking to

🏆 Leave with a new one or your money back.

⏱ 3:00
Twist deck

🎲 Something changes

Start the scene. After a minute, draw a card. What it says just happened.

Nothing has changed yet.

3 · Swap seats 🔁

Now you are the other person. Your partner takes your old part.

Your card
WhereThe shop desk
Your goalListen, be kind and find a fair answer
Your partnerPlays the customer now

Draw another twist if you like.

4 · Afterwards ✅

Tick what you did, in either seat.

Phrases I want to use next time

Go again

⚡ Same situation, one more time

Do it again. Draw a twist before you start. Try to do it faster this time.

The Echo 🕰️

In 1773, people in America bought tea from Britain. But Britain put a new tax on the tea — extra money to pay. The people did not agree. They said: "This is not fair. We did not say yes to this."

They wrote letters. They asked, again and again. But no one in Britain listened. So one night, they went onto the ships in Boston and threw all the tea into the sea. It was a very big complaint!

Your complaint in a shop is much smaller — and much friendlier. But it is the same idea: say what is wrong, stay strong, and don't go away. The good news? You can win with a smile — and keep your coffee.

🫖 Want the full story of the Boston Tea Party? (Easy version)Open →

Two questions to talk about

  1. The people in Boston asked politely for a long time. When is it OK to stop being quiet and say loudly, "This is not fair"?
  2. In a shop, a smile helps you win. But sometimes people need to be loud to change big things. When is it good to be quiet and kind — and when do you need to be loud?