Fiche à imprimer : Rendre un article et se plaindre poliment en anglais

Expliquer pourquoi on revient

En anglais	En français
I'd like to return this, please.	Je voudrais rendre cet article, s'il vous plaît.
It doesn't fit. / It's too small.	Il ne me va pas. / Il est trop petit.
It's broken. / It doesn't work.	Il est cassé. / Il ne marche pas.
It's faulty.	Il est défectueux.
It's the wrong size / colour.	Ce n'est pas la bonne taille / couleur.
There's a hole in it.	Il y a un trou.

Demander une solution

En anglais	En français
Could I have a refund, please?	Pourrais-je être remboursé ?
Could I exchange it for a bigger size?	Pourrais-je l'échanger contre une taille au-dessus ?
Here's the receipt.	Voici le ticket de caisse.
I'd like to speak to the manager, please.	Je voudrais parler au responsable.

Ce que dit le vendeur

En anglais	En français
Have you got the receipt?	Avez-vous le ticket ?
I'm afraid we can't give you a refund.	Je regrette, nous ne pouvons pas vous rembourser.
We can give you a credit note.	Nous pouvons vous faire un avoir.
Would you like to exchange it?	Voulez-vous l'échanger ?

Rester poli

En anglais, on adoucit toujours une réclamation : I'm sorry, but... / I'm afraid there's a problem with... / Could you possibly...? On évite You must...! qui paraît agressif.

Mise en situation : au service client

Assistant : Good morning. How can I help you?

Bonjour. Que puis-je pour vous ?

Jade : Hello. I'm afraid there's a problem with these headphones. They don't work.

Bonjour. Je crains qu'il y ait un problème avec ce casque. Il ne marche pas.

Assistant : I'm sorry about that. Have you got the receipt?

J'en suis désolé. Avez-vous le ticket ?

Jade : Yes, here it is. Could I have a refund, please?

Oui, le voici. Pourrais-je être remboursée ?

Assistant : Of course. Or would you like to exchange them?

Bien sûr. Ou préférez-vous l'échanger ?

À retenir

I'd like to return this. It doesn't fit / work. It's broken / faulty.
Could I have a refund? Could I exchange it?
the receipt = le ticket de caisse ; a refund = un remboursement.
Adoucir : I'm sorry, but... / I'm afraid...

Exercice 1 : Rendre un article et se plaindre : exercice 1 (QCM)

« Je voudrais rendre cet article. »
1. I'd like to render this.
2. I'd like to give back this of.
3. I'd like to return this.
« Il ne me va pas. » (taille)
1. It doesn't fit.
2. It doesn't go me.
3. It doesn't suit to me size.
« Il est cassé. »
1. It's cassed.
2. It's breaked.
3. It's broken.
« un remboursement »
1. a pay back of
2. a refund
3. a reimbursement back
« le ticket de caisse »
1. the ticket of cash
2. the receipt
3. the recipe
« Pourrais-je l'échanger ? »
1. Could I exchange it?
2. Could I change it of?
3. Could I to exchange it?
« Il ne marche pas. »
1. It isn't marching.
2. It doesn't walk.
3. It doesn't work.
« défectueux »
1. faulty
2. defective of
3. failed
« Je voudrais parler au responsable. »
1. I want speak with the manager.
2. I'd like to speak at the responsible.
3. I'd like to speak to the manager.
« un avoir »
1. a credit back
2. a credit note
3. an having

Exercice 2 : Rendre un article et se plaindre : exercice 2 (à compléter)

I'd like to .......................... these shoes, please. (rendre)
They don't .......................... . They're too small. (aller)
My phone is .......................... . (cassé)
Could I have a .......................... , please? (remboursement)
Have you got the .......................... ? (ticket de caisse)
Could I .......................... it for a bigger size? (échanger)
The TV doesn't .......................... . (marcher)
It's the wrong .......................... . I ordered a blue one. (couleur)
I'm .......................... there's a problem with my order. (je crains que)
There's a .......................... in this jumper. (trou)

Exercice 3 : Rendre un article et se plaindre : mise en situation

Ton pantalon est trop petit : tu veux le rendre.
1. I return this trousers, it's too little!
2. I want render this trouser. It doesn't go.
3. I'd like to return these trousers. They don't fit.
Ta console ne fonctionne pas.
1. This console doesn't walk, you must change!
2. This console is not marching.
3. I'm afraid this console doesn't work.
Tu demandes à être remboursé.
1. Could I have a refund, please?
2. Could I be reimbursed of my money?
3. Give me back my money!
Le vendeur te demande le ticket. Tu le donnes.
1. Here's the recipe.
2. Here's the receipt.
3. Here's the ticket of cash.
Tu veux une taille au-dessus.
1. Could I exchange it for a bigger size?
2. Could I exchange for bigger it?
3. Could I change it in a size more big?
Tu as reçu la mauvaise couleur.
1. I'm sorry, it's not the good colour of.
2. I'm sorry, but this is the wrong colour.
3. This is the bad colour, it's your fault!
Il y a un trou dans ton pull.
1. There's a hole in this jumper.
2. It has a hole in this pullover.
3. There's a hole at this pull.
Le vendeur refuse : tu demandes à voir le responsable, poliment.
1. Call me the responsible!
2. I want the chief now!
3. Could I speak to the manager, please?
Le vendeur propose un avoir. Tu acceptes.
1. OK, give me a credit back.
2. OK, an having is fine, thanks.
3. OK, a credit note is fine, thank you.
Tu expliques que l'article est défectueux.
1. It's in fault.
2. It's defectuous.
3. It's faulty.

Corrigé

Exercice 1

1. c) I'd like to return this. · 2. a) It doesn't fit. · 3. c) It's broken. · 4. b) a refund · 5. b) the receipt · 6. a) Could I exchange it? · 7. c) It doesn't work. · 8. a) faulty · 9. c) I'd like to speak to the manager. · 10. b) a credit note

Exercice 2

1. return · 2. fit · 3. broken · 4. refund · 5. receipt · 6. exchange · 7. work · 8. colour · 9. afraid · 10. hole

Exercice 3

1. c) I'd like to return these trousers. They don't fit. · 2. c) I'm afraid this console doesn't work. · 3. a) Could I have a refund, please? · 4. b) Here's the receipt. · 5. a) Could I exchange it for a bigger size? · 6. b) I'm sorry, but this is the wrong colour. · 7. a) There's a hole in this jumper. · 8. c) Could I speak to the manager, please? · 9. c) OK, a credit note is fine, thank you. · 10. c) It's faulty.