Everyday Conversations

Returning a Faulty Winter Jacket

A customer takes a damaged jacket back to the shop and asks for a refund.

B29 min

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1Last week, I bought a winter jacket from a well-known shop in the city centre.

2When I got home, I noticed that the zip was broken and one pocket was torn.

3The next day, I went back to the shop and asked to speak to the manager.

4I explained the problem calmly and showed her the receipt and the damaged jacket.

5At first, she offered me a voucher, but I said I would prefer a full refund.

6She checked the jacket very carefully and finally agreed that it was clearly faulty.

7Under the shop's returns policy, customers can get their money back within thirty days.

8While I was waiting, I saw another customer arguing about a pair of shoes.

9In the end, the manager apologised and transferred the money back to my card.

10The whole thing took less than twenty minutes, which really surprised me.

11I will probably shop there again because they treated me fairly and politely.

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