IELTS Listening - Section 1 - Day 10
Day 10: Service Complaint
This IELTS-style listening practice focuses on order numbers, corrected delivery dates, item problems, refund amounts, addresses, postcodes, phone numbers, and complaint references.
Practice Method
- Listen once without pausing.
- Answer Questions 1-10 while listening.
- Check the answer key only after finishing.
- Replay the difficult parts.
- Read the transcript after you try the questions.
- Write one mistake to fix in your next practice.
Questions
Listen to the audio and answer Questions 1-10.
Questions 1-5
Complete the complaint form below.
Write ONE WORD AND/OR A NUMBER for each answer.
Service Complaint
1. Order number: __________
2. Item ordered: __________
3. Delivery date: __________
4. Problem with item: __________
5. Refund amount: __________ pounds
Questions 6-10
Complete the customer details below.
Write ONE WORD AND/OR A NUMBER for each answer.
Customer Details
6. Customer surname: __________
7. Address: Flat __________, 14 Green Street
8. Postcode: __________
9. Phone number: 07651 __________
10. Complaint reference: __________
Answer Key and Review
1. 58342
2. lamp
3. Wednesday
4. cracked
5. 30
6. Patel
7. 18
8. GY4 9PL
9. 204 887
10. C9156
Distractor Explanation
- The customer expected delivery on Tuesday, but the parcel arrived on Wednesday, so the answer is Wednesday.
- The assistant first mentions a 35-pound store credit, but the customer chooses a 30-pound refund.
- The address is flat 18, not flat 80.
- The complaint reference begins with the letter C, not the word see.
Review Focus
- Did you catch the final delivery date?
- Did you choose the refund instead of the store credit?
- Did you avoid confusing 18 with 80?
- Did you write the complaint reference as one complete code?
Transcript
Day 10 IELTS Listening Practice - Section 1
Topic: Service Complaint
Assistant: Good morning. Customer services. How can I help?
Customer: Hello. I want to make a complaint about an online order.
Assistant: I am sorry to hear that. I can complete a complaint form for you. Do you have the order number?
Customer: Yes, it is five eight three four two.
Assistant: Order number 58342. Thank you. What item did you order?
Customer: It was a desk lamp.
Assistant: I will write lamp. When was it delivered?
Customer: It was supposed to arrive on Tuesday, but it actually arrived on Wednesday.
Assistant: So the delivery date was Wednesday.
Customer: Yes, Wednesday.
Assistant: What was the problem with the lamp?
Customer: The box was fine, but the glass part of the lamp was cracked.
Assistant: Cracked. Was anything missing from the parcel?
Customer: No, nothing was missing. It was just damaged.
Assistant: I can offer a replacement lamp or a store credit of thirty-five pounds.
Customer: I do not want store credit. Could I get a refund instead?
Assistant: Yes. The refund would be thirty pounds because delivery was free.
Customer: That is fine. I will take the thirty-pound refund.
Assistant: Thank you. I need your name for the form.
Customer: My name is Ravi Patel.
Assistant: Could you spell your surname?
Customer: Patel. P A T E L.
Assistant: Thank you. And your address?
Customer: It is flat eighteen, fourteen Green Street.
Assistant: Did you say flat eighty?
Customer: No, flat eighteen. One eight.
Assistant: Flat 18, 14 Green Street. What is the postcode?
Customer: G Y four, nine P L.
Assistant: GY4 9PL. Thank you. And your phone number?
Customer: It is zero seven six five one, two zero four, eight eight seven.
Assistant: 07651 204 887.
Customer: Yes, that is correct.
Assistant: Your complaint reference is C nine one five six.
Customer: C nine one five six?
Assistant: Yes, C9156. You should receive the refund within five working days.
Customer: Thank you for your help.
Assistant: You are welcome. Goodbye.
Customer: Goodbye.
In service complaints, the first offer or first number may change. Wait for the final confirmed solution before writing the answer.
This IELTS-style educational practice is created by IELTS Booster Lab. It is not official IELTS material and is not affiliated with IELTS, British Council, IDP, Cambridge, or any official IELTS partner.
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