High-Utility Consumer Disputes — Ep 1: Returning a Defective Item | English B1-B2
Shadow this lesson: play a line, pause, and repeat it out loud — matching speed and intonation.
Conversation Script
Customer
This blender stopped working after just two days, and I'd like a refund.
Clerk
I'm sorry to hear that, but do you happen to have the receipt with you?
Customer
Actually, I don't, but I paid with my credit card, so it should be on file.
Clerk
Let me check the system real quick, since that might save us both some time.
Customer
Sure, take your time, I just don't want to be stuck with a broken appliance.
Clerk
Good news, I found your purchase, and it was made exactly ten days ago.
Customer
Great, so that's well within your thirty-day return policy, right?
Clerk
Exactly, but since the item is defective, I'll need to fill out a damage report first.
Customer
No problem, though I'd honestly prefer an exchange over a refund if that's easier.
Clerk
That works too, and we actually have the same model in stock right now.
Customer
Perfect, because I really need something reliable for my morning smoothies.
Clerk
I hear you, mornings are rough enough without a blender giving you trouble.
Customer
Tell me about it, I nearly missed the bus chasing chunks of frozen banana.
Clerk
Ha, well hopefully this new one treats you better than the last one did.