How to Complain About Goods in a Shop
The key to a successful complaint is to be calm, clear, and prepared.
1. Preparation (Before You Go)
Find Your Proof: Locate the proof of purchase (receipt, bank statement, or warranty). This is crucial.
Know Your Rights: Determine what your legal rights allow (e.g., a refund, repair, or replacement). In many places, goods must be of satisfactory quality, fit for purpose, and match the description.
Decide Your Desired Outcome: Know exactly what you want:
A full refund?
A direct replacement?
A free repair?
Gather the Goods: Bring the faulty item, ideally in its original packaging.
2. The Interaction (In the Shop)
Be Polite but Firm: Start with a calm, polite tone. Using phrases like "Hello, I hope you can help me," is effective.
State the Facts Clearly: Identify the item, when you bought it, and exactly what is wrong with it. Avoid emotional language; stick to the objective defect.
Present Your Proof: Hand over the receipt and the faulty item.
State Your Desired Resolution: Clearly ask for what you want (the refund, repair, or replacement).
Stay Calm: If the staff initially refuses, calmly refer to your legal rights (e.g., "The item is not of satisfactory quality, which entitles me to a full refund under [local consumer protection laws]").
Escalate if Needed: If the initial staff member cannot help, politely ask to speak to the manager or supervisor.
Document the Outcome: If they promise a repair or refund, get the details (like a reference number or the date the repaired item will be ready) in writing if possible.
📝 Complaint Example: Faulty Kettle
| Element | Customer's Script |
| Opening & Facts | "Hello. I purchased this electric kettle here last Tuesday. Here is the receipt." |
| Stating the Defect | "Unfortunately, it has stopped working. It heats the water for a few seconds, then shuts off before it boils. It is faulty and not fit for purpose." |
| Desired Resolution | "I would like a full refund, please. I'd prefer not to take a replacement." |
| Addressing Resistance | (If the shop tries to offer a repair): "I appreciate the offer, but since the item is less than a week old and fundamentally faulty, I am entitled to a refund, not just a repair." |
| Escalation | (If necessary): "Could I please speak to a manager about this? I understand you are following protocol, but I know my consumer rights regarding faulty new products." |
Role-Play Scenarios
Here are a few situations to help you practice a role-play.
Scenario 1: The Defective Electronic Item (High-Value)
Your Item: A new tablet or laptop.
The Problem: The screen has developed a dead pixel line after only three days of use.
Your Goal: A full refund because you've lost confidence in the brand's quality.
The Shop Assistant's Role: The assistant initially insists they can only offer a repair, which will take 4-6 weeks, because that is the manufacturer's policy for all electronics.
Scenario 2: The Shrinking Clothing Item (Low-Value)
Your Item: A cotton shirt or dress.
The Problem: You followed the washing instructions exactly (cold wash/hand wash), but the item has shrunk significantly and is now unwearable.
Your Goal: A replacement in a larger size, or a gift card for the original purchase price if that size is unavailable.
The Shop Assistant's Role: The assistant is skeptical, suggesting that you must have washed it incorrectly, and points out that clothing wear and tear is often excluded from returns.
Scenario 3: The Mismatched Furniture (Service Issue)
Your Item: A flat-pack bookcase.
The Problem: When you opened the box at home, you discovered two of the main shelves are the wrong length, making assembly impossible.
Your Goal: The correct parts delivered to your home, or a full refund. You don't want to carry the heavy box back to the store.
The Shop Assistant's Role: The assistant says their store policy requires you to bring the entire item back to the shop before they can issue an exchange or refund, citing an issue with inventory checks.
Would you like to try one of these role-plays now? You can take the Customer role, and I will be the Shop Assistant!
