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Unit 04 A good buy - LESSON 7A WRITING

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LESSON 7A WRITING 

Writing Formal Letters of Complaint - Complete Guide

Online shopping complaint letter writing

💬 1. Speaking Discussion

Have you ever bought something online? Did you have any problems?

Students' own answers

📖 2-4. Reading Comprehension

2. Read the complaint letter and answer:
1 What does Eman complain about?
Poor service; receiving spoons instead of knives twice; unable to contact anyone; having to pay for phone calls
2 What suggestions does she make?
Improve service quality; provide prompt refunds/exchanges; employ human staff instead of automated responses
3. Match paragraphs with contents:
1 Paragraph 1 - c. The reason for writing
2 Paragraph 2 - e. What went wrong and problems it caused
3 Paragraph 3 - b. What Eman did and other problems
4 Paragraph 4 - a. Suggestions to improve service
5 Paragraph 5 - d. Type of compensation Eman wants
4. Match expressions with paraphrases:
1 "Another problem was..." - To make matters worse...
2 "It was a big problem." - This was most inconvenient.
3 "I expect you to write back to me." - I look forward to your reply.
4 "I can't tolerate this situation." - This is unacceptable.
5 "I feel sad to say..." - Unfortunately.../Sadly...

✍️ 5-7. Writing a Formal Complaint Letter

WRITING | A formal letter of complaint - Structure

📝 Paragraph 1

Give your reason for writing

I am writing to complain about...

📋 Paragraphs 2-3

What went wrong and problems

Unfortunately.../This was most inconvenient...

💡 Paragraph 4

Suggestions for improvement

This is unacceptable./I feel you should...

💰 Paragraph 5

Compensation requested

I believe you should give me...

Complete the sentences:

1. I believe that you should improve this product.

2. I am writing to complain about the poor quality of this coffee machine.

3. Yours faithfully

4. I look forward to your reply.

5. This expensive coffee machine is such poor quality. This is unacceptable.

7. WRITING TASK - Write a complaint letter:

Problem Scenario

You ordered trainers online for 49.99 JOD. Problems:

  • First delivery: Wrong size (too big)
  • Second delivery: Wrong size (too small)
  • Third delivery: Right size but wrong color
Students' own answers - Use the writing structure and formal expressions

📝 6. Grammar - Articles (a/an/the)

WATCH OUT! - Article Usage

Rules:

• Use a/an for first mention: "We had an exam in the afternoon."

• Use the for subsequent mentions: "After the exam, I went back to the shop."

• Use the for specific things: "The shop assistant refused to give me my money back."

Complete the sentences:

1 The shop where I work opens at nine o'clock.
2 She gave me a receipt. I put the receipt in my pocket.
3 Has this product got a guarantee? How long is the guarantee?
4 Can I speak to the manager, please? I wish to make a complaint.

📒 Workbook Exercises

1. Choose correct words for complaint letter:

Complete the letter:

I am writing to 1. complain about an item which I bought from you online.

On 2. December this year, I purchased an HD13 camera... 3. Unfortunately, the delivery van did not arrive...

This was most 4. inconvenient as I don't have my own transport.

To make 5. matters worse, the camera wasn't the model I ordered...

This is 6. unacceptable, but the delivery company told me...

I 7. feel that you should find a better delivery company...

I look 8. forward to your reply. Yours 9. faithfully,

3. WRITING TASK - Write a complaint letter:

Scenario: Last month you bought a book online for a friend as a present.

Problems:

  • The book wasn't new - there were words written inside
  • You had to buy something else for your friend
  • You want a refund and an apology

ACTIVE WRITING Instructions:

• Plan: Include all relevant information

• Write: Use formal language, be polite

• Check: Spelling, grammar, formal language

Students' own answers

🔗 Additional Writing Resources

🌐 External Resources:

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