I Have a Complaint

(abridged)

by Robert O'Neil

Salesgirl: Yes, madam? May I help you?

Linda: Yes, about the sweater. I bought it here last month. A few days ago, I Washed it and the color ran and the sweater shrank.

Salesgirl: Hmm, You must have washed it in boiled water.

Linda: No, I didn't, I followed the washing instructions! I washed in lukewarm water, just as the label said I should.

Salesgirl: Well, I'm afraid I can't exchange it for you.

Linda: Why not?... Well, then I'd like to see the manager.

Salesgirl: I'm afraid he's busy.

Linda: I'm sorry but I'd like to see him.

Salesgirl: Very well. If you insist. One moment.

(She goes for the manager)

Manager: Yes, madam. May I help you?

Linda:....about this sweater. When I washed, the color ran and the sweater shrank even though I followed the instructions.

Manager: Really? This has never happened before.

Linda: There's always the first time, isn't there?

Manager: I really don't see what we can do.

Linda: Excuse me, isn't there a poster over there?

Manager: Yes, what about it?

Linda: It says "We give our customers satisfaction".

Manager: Yes, I know what it says.

Linda: Well, this store is supposed to give their customers satisfaction! But I am not satisfied. Manager: I. uh, hmm. There's a flaw in this sweater. One of the threads is a different color.

Linda: Is it? I can't see.

Manager: Yes, there's definitely a flaw there. All right, madam. We'll exchange it for you, but only because of the flaw.

Comprehension questions.

1. Why is complaining about faulty goods never easy?

2. When does a shopper have a right to complain?

3. What arrangement can be made to satisfy the complaining customer?