Complaints

Complaints

1. How often do you complain?2. When was the last time you made a complaint about a product or service? 3. Have you ever written a complaint or negative review on the internet? 4. Have you ever had a job where you had to deal with complaints?

Complaints

We're going to read negative reviews from the website TripAdvisor. Click a photo and read the negative review. Then discuss with a partner: 1. What were the reviewer's criticisms of the place? 2. What was their response at the time? (If stated.) 3. Which place sounds worse? 4. Have you ever had a similar experience?

1. What were the reviewer's criticisms of the place? 2. What was their response at the time? (If stated.) 3. Which place sounds worse? 4. Have you ever had a similar experience?

Never Again! My husband and I stumbled upon this quaint sounding tea room with our two adult sons, Our younger son, who loves the more 'traditional' things in life, was keen to have lunch there... but I wish I'd seen the reviews on here before! Unfortunately, I have to say that everything the one-star reviews on here say is spot on! To add to our experience, the owner shortchanged us by £10 (and as cynical as it sounds, his reaction made me think it wasn't a genuine accident). Disgustingly dirty environment. Earl Grey that tasted of warm, dirty water, and my 'salad' - lettuce with brown edges, sliced onions going off, and a few slices of tomato and cucumber were all a huge disappointment. All this said, obviously some people appreciate its 'character'. I'm not one of them!

1. What were the reviewer's criticisms of the place? 2. What was their response at the time? (If stated.) 3. Which place sounds worse? 4. Have you ever had a similar experience?

Worst place we have visited! Period! The first cafe we stumbled on after a walk! The 'charity shop' downstairs was dirty but we still went upstairs for drinks - I don't know why. Nothing has been cleaned or dusted since the 1960s, including the owner and his clothing. We asked for a water and a coffee to be told that there was no sparkling water and that he doesn't serve just drinks, that we must buy scones. So I had my tea and my partner had coffee and a scone. When it came time to pay he refused to accept card payment of £9. He then said I would have to wait while my partner went to find an ATM! When my partner returned the owner took the full £10 without offering any change but we were so relieved to get out of the place we just left! We have laughed about the experience but it's certainly not one I would want to repeat!

1. What were the reviewer's criticisms of the place? 2. What was their response at the time? (If stated.) 3. Which place sounds worse? 4. Have you ever had a similar experience?

Dreadful! Not sure how we managed to end up in this awful place which brings shame to the village. We noticed the owner in the area before entering, not realising who he was, but when he followed us upstairs we foolishly felt obliged to buy something in this smelly and dusty place. We simply wanted two teas and a scone each, but were given two full cream teas of questionable quality for which we were ultimately overcharged. The situation was such that I felt complaining would spoil an otherwise pleasant day in this delightful area. Since visiting I understand he was closed for a short period and received a zero hygiene rating. Because he brings the area into disrepute, I feel some action should be taken to eliminate this blackspot. By the way, this is the first time I have ever written such a negative review.

1. What were the reviewer's criticisms of the place? 2. What was their response at the time? (If stated.) 3. Which place sounds worse? 4. Have you ever had a similar experience?

* Steptoe and Uncle Albert are characters from two popular British sitcoms, Steptoe and Son and Only Fools and Horses

Relaxing day out looking for a quaint little tea shop... .... but what we found was Steptoe's back yard with Uncle Albert from 'Only Fools and Horses' as the waitress! We were feeling cold after coming out of the cavern and needed a hot cup of tea and cream scone to warm us up. This tea shop was the first we came across and we were attracted by the 'home cooked' claims! The dirty carpet on the stairs and the strong smell of smoke and damp should have been enough to warn us that the place wasn't suitable. All of the other reviews are absolutely spot on. It is the most disgusting place I've ever had the misfortune to visit. Enter at your own risk. I try to turn negatives into positives, but I don't have any for this place. Why it has not been closed down before now amazes me.

Video - The Complainers

We're going to watch a video from the TV documentary 'The Complainers' 1. What does Darren like complaining about? 2. What is the specific reason for his complaint? 3. What does he complain about on the phone during the video? 4. When did he first make a complaint and what about? 5. What was the outcome of his first complaint, and the one from the video?

Put the sentences in the correct order to make a letter of complaint.

Yours faithfully,

I am writing to express my dissatisfaction at the service I received.

Dear Sir/Madam,

I have been a regular customer of your shop for many years.

I would like a refund of the difference as soon as possible.

A Letter of Complaint

After leaving your shop today, I realised I had been charged £100 instead of £10.

Formal closing

Formal introduction

Explain what you want

Explain what went wrong

Give background information

Explain why you're writing

Put the sentences in the correct order to make a letter of complaint.

Dear Sir/Madam, I am writing to express my dissatisfaction at the service I received. I have been a regular customer of your shop for many years. After leaving your shop today, I realised I had been charged £100 instead of £10. I would like a refund of the difference as soon as possible. Yours faithfully,

A Letter of Complaint