🔄 It Doesn't Fit!
Ines got a new jacket… but it's much too big! Review the clothes, learn to describe a problem with a product ("It doesn't fit." · "There's a hole in it." · "It's broken.") and return it politely: "I'd like to exchange this jacket, please." — "Do you have the receipt?"
A Very Big Jacket
Ines tries on the jacket her mom bought her yesterday. She looks in the mirror… and laughs!
🤔 Have you ever returned something to a store? What was the problem?
👕 Clothing
Click each item to hear it.
Always plural: pants, jeans, shorts (two legs!) → "These pants are too long." · "I'd like to return these shorts." · And for shoes and socks: "a pair of shoes", "a pair of socks". In American English, pants = trousers.
🧺 The Clothes Rack
Read the description and find the item. 8 items.
🔍 Describing Product Problems
First, someone asks about the problem. Then you describe it.
❓ Asking about the problem
😊 Friendly:
What's the problem?
What's wrong with it?
What's the matter?
🎩 More formal (in a store):
What seems to be the problem?
💬 Describing the problem
📏 It's too big. · It doesn't fit.
🕳️ There's a hole in it.
🟤 It's stained. · 📦 It's damaged.
🔌 It doesn't work. · 💥 It's broken.
🤯 It's too difficult to use.
🙁 I don't like it.
Plural items → they / them: "These jeans? They don't fit. There's a hole in them." · too + adjective = more than you want: too big, too small, too long, too short, too difficult.
🕵️ The Problem Detective
Look at the clue and describe the problem. 8 products.
🎩 Friendly Or Formal?
Who is speaking? Choose the best question for the situation. 6 situations.
🔄 Returning A Purchase
Useful phrases at the customer service desk — from your request to your money back.
🙋 You ask
- I'd like to return these shorts.
- I'd like a refund, please.
- I'd like to exchange this dress.
🧑💼 The employee asks
- What seems to be the problem?
- Is there something wrong with it?
- Do you have the receipt?
💬 Your reason
- It doesn't work.
- It doesn't fit.
- There's nothing wrong. I just don't like it.
💵 refund
- You get your money back.
- "Here's your refund of 85 dinars."
🎟️ store credit / exchange
- Store credit = money to spend in this store only: "Here's a store credit for 85 dinars."
- Exchange = take another item instead (a smaller size, another color).
⚖️ Refund Or Exchange?
What does the customer want? Choose the right request. 8 customers.
🧾 The Return Desk
You are Ines, at the store with your mom. Exchange the jacket that's too big!
Listen And Repeat!
Click 🔊 Listen to hear the phrase, 🐢 Slowly to hear it slower, then 🎙️ My turn and say it out loud into your microphone!
✍️ Practice Time!
Exercise 1 — True Or False?
Exercise 2 — Complete The Dialogue
Fill in the missing word in each line of the conversation.
🎭 Create & Record: At Customer Service
Write a conversation between a customer and a store employee. Choose a product with a problem (clothes, shoes, headphones…), describe the problem, answer the employee's questions, and ask for a refund or an exchange. Be polite!
🎙️ Now, Record It!
Read your dialogue out loud with a friend or a parent — one of you is the store employee. Then listen back.
🎯 Final Quiz — Returning A Purchase
Answer 7 questions to test everything you learned in this lesson!