English Conversations About Handling Complaints

These English dialogues focus on complaints and problem-solving in daily situations such as shops, restaurants, hotels, call centers, and travel places.

They are written in simple, polite English, making them ideal for school students, ESL learners, customer-service training, and spoken English practice.

By practicing these dialogues, learners can:

• complain politely and confidently

• understand how to respond with apologies

• learn useful phrases for real-life situations

• improve listening and speaking fluency

These dialogues are best for A2–B1 level learners and role-play activities.

English Conversations About Handling Complaints

1. In a Clothing Shop

Customer: Excuse me. I bought this shirt yesterday, but the button is broken.
Shopkeeper: Oh, I’m sorry to hear that. Do you have the bill?
Customer: Yes, here it is.
Shopkeeper: Thank you. Would you like to exchange it or get a refund?
Customer: I would like to exchange it.
Shopkeeper: Sure. Please choose another shirt.
Customer: Great, thank you.
Shopkeeper: Sorry for the trouble. We will take care of it quickly.

2. In a Restaurant

Customer: Waiter, this soup is cold.
Waiter: I’m very sorry, sir. I will replace it right away.
Customer: Thank you.
Waiter: Would you like the same soup or a different one?
Customer: The same soup, but hot, please.
Waiter: Of course. I will bring it in a few minutes.
Customer: Okay, I’ll wait.
Waiter: Thank you for your patience.

3. In a Hotel

Guest: Hello, the air conditioner in my room is not working.
Receptionist: I’m very sorry for the inconvenience. May I send someone to check it?
Guest: Yes, please. It’s very hot inside.
Receptionist: I will send a technician right now.
Guest: Thank you.
Receptionist: If it cannot be fixed quickly, we can move you to another room.
Guest: That sounds good.
Receptionist: Again, we apologize for the problem.

4. At a Call Center

Customer: Hello, my internet is not working since morning.
Agent: I’m sorry to hear that. Can I have your customer ID?
Customer: Yes, it’s 4589.
Agent: Thank you. I see there is a technical issue in your area.
Customer: When will it be fixed?
Agent: Our team is already working. It should be fine within 2 hours.
Customer: Okay, I hope it’s solved soon.
Agent: Yes, sir. We apologize for the inconvenience.

5. Online Shopping Complaint

Customer: I ordered a red bag, but I received a blue one.
Support Staff: Oh, I’m sorry about that mistake. Could you share the order number?
Customer: Yes, it’s 23456.
Support Staff: Thank you. I see the error. Would you like us to send the red bag?
Customer: Yes, please.
Support Staff: We will arrange the correct bag today, and the delivery will be in 3 days.
Customer: What about this blue one?
Support Staff: The delivery boy will take it back when he brings the red one.
Customer: Okay, thank you for your help.
Support Staff: Sorry again for the trouble.

6. At a Mobile Store

Customer: I bought this phone last week, but the battery drains very fast.
Salesperson: I’m sorry for that. Can I check the phone?
Customer: Sure, here it is.
Salesperson: Thank you. It seems the battery has a problem. We can replace it for you.
Customer: That’s good. How long will it take?
Salesperson: Just one day. You can collect it tomorrow.
Customer: Okay, I’ll come tomorrow.
Salesperson: Thank you for your understanding.

7. In a Coffee Shop

Customer: Excuse me, I ordered a cappuccino, but you gave me black coffee.
Barista: Oh, I apologize. Let me make your cappuccino right away.
Customer: Thank you.
Barista: You can keep the black coffee free of charge.
Customer: Oh, that’s kind of you.
Barista: Sorry for the mix-up. I’ll bring your cappuccino in two minutes.

8. At a Bus Station

Passenger: The bus is late again.
Staff: I’m sorry for the delay. There was heavy traffic.
Passenger: This happens often.
Staff: We understand your concern. We are working on improving the timing.
Passenger: I hope so.
Staff: Thank you for your patience.

9. In a Shoe Store

Customer: These shoes are too tight, but I cannot wear them.
Shop Assistant: I’m sorry for that. Do you want a bigger size?
Customer: Yes, please.
Shop Assistant: Let me check… Yes, we have the next size.
Customer: Perfect, I’ll take it.
Shop Assistant: Great. Sorry for the trouble earlier.

10. At an Airport Help Desk

Passenger: My flight is delayed by 3 hours.
Staff: I apologize for the delay. It is due to bad weather.
Passenger: That is very inconvenient.
Staff: Yes, sir. We are offering free food coupons while you wait.
Passenger: Okay, that helps a little.
Staff: We will also keep you updated on the new departure time.
Passenger: Thank you.
Staff: Sorry again for the delay.