complainv.B1
投诉；抱怨
complain about · make a complaint
I need to complain about the poor service.
我需要投诉糟糕的服务。
学完能做到
- 看懂商店的退换货政策和投诉流程
- 听懂顾客与客服处理问题的对话并记录关键信息
- 用被动语态和半正式语气写投诉信，说明问题并提出要求
- 在口语中描述购物问题并讨论消费者权益
词汇 core 13 · expansion 16 · chunks 4
核心词 core
apologyn.B1
道歉
accept an apology · send an apology
I received an apology from the manager.
我收到了经理的道歉。
apologisev.B1
道歉
apologise for · apologise in writing
The company apologised for the delay.
公司为延误道歉。
responsibleadj.B1
负责的
responsible for · be held responsible
The store is responsible for damaged goods.
商店对损坏的商品负责。
refundn./v.B1
退款
get a refund · a full refund
I want a refund because the item is broken.
因为商品坏了，我想要退款。
faultyadj.B2
有毛病的；次品的
faulty product · faulty goods
The kettle was faulty, so it didn't work.
水壶有毛病，所以不能用。
exchangev./n.B1
换货；交换
exchange it for another · an exchange
Can I exchange this for a larger size?
我可以换个大一号的吗？
damagedadj.B1
损坏的
arrive damaged · damaged package
The box arrived damaged.
盒子到货时是坏的。
replacementn.B2
替换品；更换
send a replacement · ask for a replacement
They sent a replacement quickly.
他们很快寄来了替换品。
receiptn.B1
收据；小票
keep the receipt · show your receipt
Please show your receipt for a refund.
退款请出示您的收据。
guaranteen./v.B2
保修；保证
a one-year guarantee · under guarantee
The item is still under guarantee.
商品还在保修期内。
compensationn.B2
赔偿；补偿
offer compensation · claim compensation
I asked for compensation for the inconvenience.
我因不便要求赔偿。
requestv./n.B1
要求；请求
request a refund · a formal request
I would like to request a replacement.
我想要求一个替换品。
扩展词库 expansion
purchasen./v.B2
购买；购买的物品
make a purchase
deliveryn.B1
配送；送货
free delivery
qualityn.B1
质量
poor quality
dissatisfiedadj.B2
不满意的
dissatisfied customers
warrantyn.B2
保修（书）
under warranty
reasonableadj.B1
（价格）合理的
a reasonable price
inconveniencen.B2
不便；麻烦
cause inconvenience
resolvev.B1
解决
resolve the issue
responsen.B1
回复；回应
a prompt response
contactv./n.B1
联系
contact customer service
proofn.B2
证明；证据
proof of purchase
vouchern.B2
代金券；优惠券
a gift voucher
retailern.B2
零售商
online retailer
issuen.B1
问题；议题
resolve the issue
acceptableadj.B1
可接受的
not acceptable
managev.B1
设法做到；管理
manage to get a refund
词块 / 生存短语 chunks
make a complaint提出投诉
I decided to make a complaint about the product.
我决定投诉这个产品。
look into the matter调查此事
The company promised to look into the matter.
公司承诺调查此事。
come to an agreement达成协议
We finally came to an agreement on a refund.
我们最终就退款达成了协议。
in accordance with the policy根据政策
We will process your return in accordance with the store policy.
我们将根据本店政策处理您的退货。
语法 语言升级点
Passive voice (present simple / past simple)B1
动作的执行者不重要或未知时，把焦点放在动作或受动者上。投诉中常用来客观描述问题。
am/is/are + 过去分词；was/were + 过去分词
在投诉信里，我们用被动句让语气更正式、更客观，如「The item was damaged」而不必说谁损坏的。主动句虽然也可以，但被动句更符合书面投诉的风格。
例句
The parcel was delivered late.
包裹送晚了。
My complaint is being ignored.
我的投诉正被忽视。
常见错误
✗ The box was arrived broken. → ✓ The box arrived broken. / The box was broken when it arrived.
arrive 这类不及物动词通常不用于被动语态。
↑ 提分：更高一档可以在被动式中加入情态动词，如 must be repaired, can be exchanged，增加语气变化。
Present perfect passive (introduction)B2
强调最近发生的被动动作对现在的影响。投诉中常用来表示「已经被…」的状态。
have/has been + 过去分词
现在完成被动结合了现在完成（动作发生在过去，影响延续到现在）和被动（动作承受者是主语）。例如 I have been sent the wrong item 表示「我被发了错误的商品」，强调现在收到了错误商品这件事。这一结构在投诉中非常地道。
例句
I have been sent a damaged product.
我收到了一件损坏的产品。
My emails have not been answered.
我的邮件还没被回复。
常见错误
✗ I have sent a damaged product. → ✓ I have been sent a damaged product.
原句变成「我寄出了一件损坏的产品」，意思完全相反。这里是顾客收到，所以用被动。
↑ 提分：6分学员可以把这个结构与过去简单被动交叉使用，展示时态控制：The product was broken when it arrived. I have been waiting for a reply ever since.
阅读 Reading refund policy
Faulty Returns Policy
GADGETSHOP — FAULTY RETURNS POLICY
If you receive a faulty product, please contact us within 14 days of delivery. We will arrange a return and offer you a full refund or a replacement, whichever you prefer.
For a refund or replacement, the item must be returned in its original packaging and include all accessories. You will also need to provide proof of purchase, such as a receipt or bank statement.
Please note that certain items are excluded from this policy. These include software, earphones and items marked as 'final sale'. However, if the product is dangerous or not as described, your legal rights remain unaffected.
Refunds are usually processed within 5 working days after we receive the returned item. Replacements are sent immediately once we confirm the fault.
If you have any questions, contact our customer support team by phoning 0800 123 4567 or emailing support@gadgetshop.com.
accessories配件legal rights法律权利processing处理
TFNG1.You can return a faulty product up to 14 days after it arrives.
✅ FALSE — 政策说「contact us within 14 days」，联系必须在14天内，但未说返回期限，所以不是30天也不是必须在14天内返回。这里说「up to 14 days after it arrives」暗示14天后不能退货，但原文只是联系期限，并非退货期限。因此FALSE，因为原文是联系期限，不是退货截止日。
TFNG2.You must provide a receipt to get a refund.
✅ FALSE — 原文说「such as a receipt or bank statement」，银行账单也可以，所以不是必须收据。
MCQ3.Which item CANNOT be returned under this policy?
- A a tablet
- B a pair of earphones
- C a laptop
✅ B — 政策说 earphones 属于 excluded items。
gap_fill4.The company processes refunds within ___ working days after receiving the item.
✅ 5 / five — 原文「within 5 working days」。
💡 技巧：政策类文本里的数字和例外情况是常考点。注意「within 14 days」是联系期限，不是退货期限，小心偷换概念。排除列表、条件词 if/unless/except 要划出来。
听力 Listening Section 1 · US
情景：顾客到服务台反映新买的耳机一边没声音（Section 1 事务性对话）
Assistant
Good afternoon, how can I assist you?
Customer
Hi, I bought these headphones here a couple of days ago, but the left side isn't working.
Assistant
I'm sorry to hear that. Could I see your receipt, please?
Customer
Yes, here it is. I paid thirty-five dollars.
Assistant
Thank you. Since these are faulty, we can give you a refund or an exchange. Which would you prefer?
Customer
I'd rather have a refund, please. I'm going to buy a different brand.
Assistant
No problem. I'll put the thirty-five dollars back onto your card. It should appear by Friday.
Customer
Great, thanks for your help.
gap_fill1.The customer bought the headphones ___ days ago.
✅ a couple of — 顾客说「a couple of days ago」。
gap_fill2.The headphones cost ___ dollars.
✅ 35 / thirty-five — 顾客说「thirty-five dollars」。
MCQ3.What does the customer choose?
- A an exchange
- B a refund
- C a repair
✅ B — 「I'd rather have a refund」。注意干扰项 exchange 也被提及，但顾客选了 refund。
gap_fill4.The money will be returned by ___.
✅ Friday — 店员说「It should appear by Friday」。
💡 技巧：Section 1 常给出两个选项让顾客选（refund or exchange）。注意听「I'd rather / I'll take」这类转折信号，同时留意数字和金钱的拼写。
写作 Writing Task 1 (letter)（semi-formal） · 目标 160 词
You recently bought an electronic product online, but there was a problem with it. Write a letter to the company. In your letter: - give details of the product and when you bought it - explain what the problem is - say what you would like the company to do.
Dear Sir or Madam,
I am writing to complain about a product that I bought from your website on 12 April.
The product is a coffee machine, model CM200, and my order number is GW45821. The item was delivered on 15 April, but when I opened the box, I found that the glass pot was broken. I also noticed that the machine had several scratches, although it was supposed to be new.
I have been trying to contact your customer service team by phone since then, but my calls have not been answered. I am very disappointed with the quality of the product and the service I have received.
As the machine is clearly damaged and faulty, I would like a full refund of sixty-five pounds. I have attached photos of the broken pot and a copy of my receipt. Please let me know if you need any further information.
I look forward to hearing from you within seven days.
Yours faithfully,
Sarah Brown
逐句标注
任务“I am writing to complain about a product that I bought”半正式投诉信标准开头，直接点明目的与产品，使用关系从句补充信息。
语法“The item was delivered on 15 April, but when I opened the box, I found that the glass pot was broken.”过去被动语态「was delivered」和「was broken」客观描述问题。
语法“I have been trying to contact your customer service ... but my calls have not been answered.”现在完成进行和现在完成被动交叉使用，显示时态控制力。
任务“I would like a full refund of sixty-five pounds.”明确提出具体补偿要求，覆盖所有三个提示要点。
🎯 本档语言特征：范文使用多种被动结构（was delivered, has not been answered），包含现在完成被动和关系从句，时态丰富；连接词 but, although 使用恰当；词汇符合主题（faulty, damaged, refund）；字数164，格式正确，覆盖所有要点。整体≈band6。
↑ 再上一档：再往上一档：可加入更复杂的名词化表达（The delay in processing my refund...）或情态动词被动（This issue should be resolved immediately），并更精准地使用连接副词（Furthermore, Consequently）。
口语 Speaking
Part 1
Q: Do you ever complain about poor service?
Yes, sometimes. If the service is really bad, I will complain politely. For example, last week I sent an email to a restaurant because the food was cold.
💡 用 if 条件句带出例子，展示 Part 1 的扩展能力。
Q: Have you ever returned a product to a shop?
Yes, I have. I once returned a pair of shoes because they were the wrong size. The shop assistant was very helpful and exchanged them immediately.
💡 现在完成开头，过去简单描述细节，加入结果。
Q: What do you think is the best way to solve a problem with a purchase?
I think the best way is to contact the company directly and explain the issue calmly. If they don't help, you can write a complaint letter or ask for a manager.
💡 给出个人观点，用条件句提出备选方案。
Part 2 · 提示卡
Describe a time when you had a problem with something you bought. You should say: what you bought; when and where you bought it; what the problem was; and how you solved it.
I remember last year I bought a tablet online. It was supposed to be a birthday gift for my sister. When it arrived, the screen was scratched. I was very upset because it looked used. I immediately called the customer service and explained the situation. They apologised and offered me a replacement. I had to send the faulty one back, and within a week I received a new one that worked perfectly. Although it was frustrating, I was satisfied with the way they handled it.
💡 按四点顺序叙述，用过去时和过去完成（had been）增加时态变化，结尾给总结性评价。
Part 3
Q: Why do some companies refuse to give refunds?
Some companies have strict policies to avoid losses. They might think the customer damaged the item. Also, some products like software or personalised items cannot be returned easily.
💡 从公司角度给出两个原因，用 also 连接。
Q: Is it easier to complain online than in person?
Yes, I believe it is. Online you can take your time to write a clear message and you don't have to face anyone directly. But sometimes, complaining in person can get a faster response because you can speak to a manager immediately.
💡 正反对比，用 but 转折，展示平衡观点。
高频短语
I am writing to complain about ... — 投诉信开头的标准表达
I would appreciate it if ... — 礼貌地提出请求
I look forward to your reply. — 信件结尾，期待回复
应试策略
5.5档要善用被动语态提升写作语法得分，尤其投诉信里多用 'was damaged', 'was delivered late' 之类句型。阅读留意条件词和例外；听力抓住数字和顾客最终选择；口语准备常用投诉表达并练习礼貌语气。
本档提分建议
从5.5到6分：①信件中至少使用三次不同的被动结构；②用现在完成被动（have been sent）替换简单过去式；③词汇避免 good/bad，改用 satisfactory/faulty/disappointed 等话题词；④口语中每个问题尽量回答2-3句，并加入解释或例子。