Complaining in a Shop and Returning Things
How to return a faulty item or a bad meal in English without either apologising your way out of it or causing a scene.
English complaining has a specific register: firm about the facts, mild about the person. Get that balance and you will usually get what you want.
The opening
Start by signalling that a complaint is coming. It gives the other person a moment to switch mode.
- Excuse me, I've got a bit of a problem with this.
- Sorry, but I think there's been a mistake.
- I bought this yesterday and unfortunately it doesn't work.
Sorry here does not mean you did something wrong. It is a softener, and English speakers use it constantly when complaining.
Stating the problem
Describe the item, not the person.
✅ It's faulty. / It doesn't work. / There's a hole in it. ✅ This isn't what I ordered. ✅ I've been charged twice. ❌ You sold me a broken thing. (accusing)
Saying what you want
A complaint without a request is just a mood. Name the outcome.
- I'd like a refund, please.
- Could I exchange it?
- Could you replace it?
- I'd like to speak to the manager, please.
Refund = money back. Exchange = different item. Replace = same item, new one.
In a restaurant
- Excuse me, I ordered the chicken, not the fish.
- This is cold, I'm afraid.
- Could we have a different table? This one's a bit draughty.
- I think there's a mistake on the bill.
Escalating politely
If the first answer is no:
- Is there anything you can do?
- Could I speak to someone else?
- What's your returns policy?
- I'd like to make a formal complaint.
The tone stays even the whole way. In English, escalation comes from specificity and persistence, not volume — raising your voice in a British shop typically loses you the argument.
What they may ask
- Have you got the receipt?
- Do you have the original packaging?
- When did you buy it?
- Was it like that when you bought it?
Test yourself
The quiz below is about phrasing and escalation.