How to return something broken in English
I bought these last week, and they stopped working after two days.
“I bought these last week, and they stopped working after two days.”
When: The first thing you say at the returns or service desk
The moment
You're at the customer service desk of an electronics store in Midtown Manhattan with headphones that died after a week. You want to explain what's wrong and walk out with a refund, a replacement, or a repair.
B1 · Unit 3 · Practical adulting
The lines
Tell the short story
Say when you bought it and what happened. Use 'I bought this' and then 'it stopped working'. Two short facts are clear and hard to argue with.
I bought these last week, and they stopped working after two days.
“I bought these last week, and they stopped working after two days.”
When to use it: The first thing you say at the returns or service desk
What you’ll hear back: Oh no, sorry about that. Do you have the receipt?
Push back politely
If the answer is no, don't get angry. Say 'I understand, but' and then ask for someone else. 'Is there someone else I could talk to?' is soft but firm.
I understand, but is there someone else I could talk to? Maybe a manager?
“I understand, but can I talk to a different person? Maybe a manager?”
When to use it: When the first employee says they can't help you
What you’ll hear back: Let me see if my manager's around. One sec. (Wait a moment, I'll check.)
Words for this scene
| Word or phrase | Say it | Meaning |
|---|---|---|
| It won't turn on. | it WOHNT turn ON | It does not start when I press the button. |
I charged it all night, and it still won't turn on. I gave it power all night, but it still does not start. Tip: 'Won't' for machines means 'refuses to'; very common in complaints. | ||
| It's still under warranty. | its STIL un-der WOR-un-tee | The company still promises to fix it for free. |
I bought it in March, so it's still under warranty, right? I bought it in March, so the free repair promise still works, yes? Tip: Most US electronics have a one-year manufacturer warranty. | ||
| I'd rather get a refund than store credit. | aid RA-ther get-uh REE-fund than STOR KRED-it | I prefer to get my money back, not a gift card for this store. |
Thanks for the offer, but I'd rather get a refund than store credit. Thank you, but I want my money back, not a store card. Tip: Stores often offer credit first; with a receipt, a refund is usually possible. | ||
Your objective
Say when you bought it and what stopped working, and make your case for a replacement or a refund.
- when you bought it
- what stopped working
- a replacement or a refund
Lines that get it done
- I bought it in March, so it's still under warranty, right? · I bought it in March, so the free repair promise still works, yes?
- I'd rather get a refund than store credit. · I prefer to get my money back, not a gift card for this store.
In the live scene the objective stays on screen, and the Replay afterwards says whether you got it done.
Check yourself
1. You bought a toaster on Monday and it broke on Wednesday. What do you tell the clerk?
- I bought this on Monday, and it stopped working on Wednesday.
- I have bought this Monday, and it stopped to work Wednesday.
- I buy this on Monday, and it's stopping work on Wednesday.
- I bought this on Monday, and it was stopping working Wednesday.
Show the answer
I bought this on Monday, and it stopped working on Wednesday.
Finished past events use the simple past, and 'stop' is followed by '-ing'.
2. The clerk says, 'Sorry, I can't do a refund without a receipt.' What is the best polite reply?
- I understand, but is there someone else I could talk to? Maybe a manager?
- That's not my problem. Get me your boss right now.
- Okay, whatever, I'll just leave it here.
- I understand, but you must talk to the manager for me now.
Show the answer
I understand, but is there someone else I could talk to? Maybe a manager?
'I understand, but' shows respect, and 'could' makes the request soft but firm.
3. The clerk says, 'I can swap it out for you.' What does the clerk mean?
- The clerk will give you a new one of the same item.
- The clerk will give you your money back.
- The clerk will send it away to be fixed.
- The clerk will throw the item away.
Show the answer
The clerk will give you a new one of the same item.
'Swap it out' means exchange it, so you get a replacement, not a refund.