There's a problem

English course · B1 · Intermediate · 6 short videos

Goal — I can complain politely and solve a problem.

Grammar — passive (present and past simple): it was delivered, it is made, There's a problem with…

Words — order, hot chocolate, cold, apologise, parcel, delivered, neighbour, refund, broken, receipt, complain

The videos of this unit

How to complain without being rude.

Leo Excuse me, there's a problem with my order.

Sam Oh, I'm sorry. What's wrong?

Leo I ordered a hot chocolate, but it's cold.

Sam I apologise. I'll make you a new one.

Leo Thanks. And I think it was made with salt.

Sam Ah. Ben made it. That explains everything.

Useful expression There's a problem with my order. — A polite way to start a complaint.

Mia's parcel has disappeared.

Mia Hi, my parcel was supposed to arrive yesterday.

FastBox Sorry! Your parcel was delivered at 3 pm.

Mia Delivered where? I was at home all day.

FastBox It was left with your neighbour.

Mia Which neighbour?

FastBox Leo. He says thank you for the chocolates.

Useful expression Your parcel was delivered at 3 pm. — The passive: what happened is more important than who did it.

The word you need when something is wrong.

Word refund /ˈriːfʌnd/ — Money that is given back to you.

Stop saying “It was broke”.

Common mistake ~~When it arrived, it was broke.~~ → When it arrived, it was broken.

Why: The passive uses be + past participle: broken, made, sent, delivered. “Broke” is the simple past.

R or L?

Word wrong /rɒŋ/ / long /lɒŋ/

Astuce (wrong) : For “r”, your tongue touches nothing; round your lips a little.
Astuce (long) : For “l”, your tongue touches behind your top teeth.

Complaints quiz: 4 questions!