Making and respond to complaints

Question 1

Situation: A customer ordered a shirt online, but it was delivered in the wrong size. (make complaint and accept it)

Answer 1

“Hello, I recently received my order of a shirt, but unfortunately, it’s the wrong size. I ordered a medium, but I received a small instead.”

“I apologize for the inconvenience. We’ll arrange for a replacement shirt in the correct size to be sent out to you right away.”

Question 2

A passenger on a flight experienced a delay of several hours without any explanation. (make complaint and reject it)

Answer 2

Excuse me, can you please provide an explanation for the delay? We’ve been waiting for hours with no updates or information about our flight

-I’m afraid, there is not much we can do about it.

Question 3

Situation: A guest at a hotel found that the air conditioning in their room was not working.(make complaint and accept it)

Answer 3

Hi, there seems to be a problem with the air conditioning in my room. It’s not working, and the room is getting uncomfortably warm. Can someone come to fix it?

I’m sorry to hear about the issue with the air conditioning in your room. We’ll send our maintenance team to fix it immediately.