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Food Delivery Order

Reporting a Problem with Delivery/Order

The customer calls the restaurant to report an issue after receiving the food, such as a missing item, incorrect order, or cold food.

Dialogue

Listen and follow along with the conversation

1
Customer (Female)
Hi, I just received my food delivery, and there's a problem with the order.
2
Restaurant Staff (Male)
Oh, I'm sorry to hear that. Could you please tell me your order number or the name on the order?
3
Customer (Female)
Yes, it's order number A-B-C-1-2-3, under the name Sarah Chen. I ordered the General Tso's chicken, but I received sweet and sour pork instead.
4
Restaurant Staff (Male)
I see. My apologies for the mix-up. Let me check that for you right away. Did you notice if the delivery slip matched your order?
5
Customer (Female)
I didn't check the slip, to be honest. I just opened the container and saw it was the wrong dish.
6
Restaurant Staff (Male)
No worries. We'll send out the correct General Tso's chicken for you immediately. It should be with you within 20 to 30 minutes. And you can keep the sweet and sour pork.
7
Customer (Female)
Oh, thank you, that's very kind. I appreciate you fixing this quickly.
8
Restaurant Staff (Male)
You're most welcome. Again, our sincerest apologies for the inconvenience. Is there anything else I can help you with today?
9
Customer (Female)
No, that's all. Thanks again!
10
Restaurant Staff (Male)
You're welcome. Enjoy your meal!

Vocabulary

Essential words and phrases from the dialogue

delivery

The act of bringing food or items to a customer's location, like from a restaurant to your home. Use it when talking about sending or receiving orders.

problem

A difficulty or issue that needs to be fixed. In this context, it's used to report something wrong with an order.

order number

A unique code or ID for your purchase to help track it. Always provide this when calling about an issue.

mix-up

A mistake where things get confused or swapped, like wrong food in your order. It's a casual way to say 'error'.

apologies

A polite way to say 'sorry' for a mistake. Use 'my apologies' to sound formal and professional.

slip

A small paper with order details attached to the delivery bag. Check it to verify your order.

immediately

Right away or without delay. Use it to emphasize quick action, like sending a replacement fast.

inconvenience

Trouble or annoyance caused to someone. Apologize for it when your mistake affects a customer.

Key Sentences

Important phrases to remember and practice

Hi, I just received my food delivery, and there's a problem with the order.

This is a polite way to start a complaint call. Use it to report an issue clearly and directly. The present tense 'there's' shows a current problem.

Could you please tell me your order number or the name on the order?

A helpful question to identify the order. 'Could you please' makes it polite and formal. Useful for customer service to gather details.

My apologies for the mix-up.

A formal apology for an error. 'My apologies' is more professional than 'sorry'. Use it in service situations to show responsibility.

We'll send out the correct item for you immediately.

Promises quick action to fix the problem. 'We'll' uses future tense for commitment. Great for reassuring customers in complaints.

I appreciate you fixing this quickly.

Expresses thanks for good service. 'Appreciate' shows gratitude. Use it to end positively and build rapport.

Again, our sincerest apologies for the inconvenience.

Repeats an apology sincerely. 'Sincerest' adds emphasis. Useful in formal responses to show genuine regret.

Is there anything else I can help you with today?

Offers more assistance politely. It's a common closing question in service calls. Use it to check if the issue is fully resolved.

No, that's all. Thanks again!

Politely ends the conversation. 'That's all' means no more issues. Simple and useful for wrapping up interactions.