Handling a Missing/Incorrect Item
You realize an item is missing from your order or an item is incorrect after checking your bag. You need to politely inform the staff about the discrepancy.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
excuse me
A polite phrase to get someone's attention or interrupt politely, often used in service situations like restaurants.
mistake
An error or something done incorrectly; here, it refers to a problem with the food order.
missing
Not present or absent; used when something you expected is not there, like a missing item in an order.
order number
A unique number assigned to your purchase for tracking; helpful for identifying your specific order quickly.
apologies
A formal way to say sorry; used by staff to express regret for a problem.
double-check
To verify or look at something again to make sure it's correct; encourages caution before leaving.
no worries
An informal way to say it's okay or no problem; a common response to an apology in casual situations.
Key Sentences
Important phrases to remember and practice
Excuse me, I just picked up my order for Emily, but I think there might be a mistake. I'm missing the spring rolls.
This sentence politely reports a problem with an order. 'I think there might be' softens the complaint to be less direct. Useful for customer service scenarios to avoid sounding rude; practice stating your name and the issue clearly.
Oh, I'm sorry to hear that. Let me check for you.
A helpful response from staff showing empathy. 'I'm sorry to hear that' expresses regret, and 'let me check' offers to investigate. Use this in service roles to calm the customer and show you're taking action.
It was order number 1234, and I also got the chicken lo mein and the beef with broccoli.
This provides details to help identify the order. It uses 'and' to list items, with 'also got' for additional information. Essential for confirming orders; remember to include numbers and food names accurately.
Let me grab those for you right away. My apologies.
Offers quick help and apologizes. 'Right away' means immediately, showing efficiency. 'My apologies' is a polite sorry. Use this to resolve issues fast in busy settings like restaurants.
No worries, thank you so much!
Accepts the fix graciously. 'No worries' dismisses the issue casually, paired with thanks. Great for ending positively; common in everyday English to keep interactions friendly.
Please double-check everything before you leave just to be sure.
Advises verification to prevent future problems. 'Just to be sure' adds caution politely. Useful advice from staff; encourages responsibility and uses imperative form for suggestions.