Fixing the Kitchen Complaint

Robert is reading his angry draft to his sister Melissa in a Seattle apartment before sending it to ModernWood Kitchens.

Fixing the Kitchen Complaint

Listen and choose the right answer

Why does Melissa want to change Robert's original sentence?

• It is too short and unclear.
• It sounds too emotional and unprofessional.
• It contains spelling mistakes.

What phrase do they use instead of 'you lied'?

• the inaccuracy of the information provided
• the failure to deliver the goods
• the total dissatisfaction with the schedule

What company detail must Robert include at the top?

• The manager's personal phone number
• The reference number
• The delivery driver's name

What surprising thing happens at the end of the conversation?

• The company hangs up on them.
• They receive a new kitchen island and a private chef for a day.
• They get a small discount on their next purchase.

Listen again and complete the sentences

• Robert: Why not? They ruined my entire week and caused a huge ____ .
• Melissa: Let's change it to 'the ____ to deliver the kitchen cabinets on the agreed date'.
• Melissa: Exactly. Now we should add that you're writing a ____ to protect your consumer rights.
• Melissa: Yes, but phrase it as 'the total ____ with the current situation and the resulting inconvenience'.

Sources: photo by Mikhail Nilov on Pexels