Ce trebuie să știi
- Exprimă dezamăgirea politicos (I am writing to express my disappointment…).
- Listează problemele clar, pe rând.
- Poți inventa detalii concrete ale problemelor (cerința dă doar punctele generale).
- Cere o acțiune concretă: rambursare, despăgubire sau un răspuns.
- Încheie cu formula potrivită: Yours faithfully / Yours sincerely.
Structură
- 1
Salutation
Dear Sir or Madam,
- 2
Paragraph 1
De ce scrii + contextul (unde, când, de ce ai ales locul respectiv).
- 3
Middle paragraphs
Problemele, una câte una, legate prin expresiile din secțiunea „Expresii utile”.
- 4
Closing
Spune ce aștepți: o rambursare sau o despăgubire. I look forward to receiving your reply. Yours faithfully, [Name]
Expresii utile
Listing problems
- First of all,
- On top of that…
- As if that was not enough…
- To make matters worse,
- To top it all off…
Complaining expressions
- The… was not up to the expected standard.
- The… failed to live up to our expectations.
- We were left bitterly disappointed by…
- The quality of the customer service we received was inadequate.
- The… was an absolute disgrace. (very strong)
Requesting action
- It seems only fair that you should… (offer a full refund)
- I would appreciate it if you…
- I expect to receive compensation to the tune of (€2000) for the…
Sign off & stronger vocabulary
- I look forward to receiving your reply.
- I expect to receive a prompt reply to this letter.
- Yours faithfully,
- awful / dreadful / terrible → outstanding / wonderful / superb
- astonished / speechless / stunned / lost for words
- infuriated / indignant / enraged
Cerința din examen
Read this extract from a letter you have recently sent to a friend: …. Oh, and by the way, don't go to Barry's Restaurant for your birthday. We went there last night — the service was awful and the food was a disaster! I complained to the head waiter but he asked me to put it in writing… Write your letter of complaint to the restaurant manager.
Exemplu de răspuns
Dear Sir or Madam, I am writing to express my disappointment with regard to my experience at your restaurant last night. I chose Barry's Restaurant for dinner with three friends, after having read a glowing review in the local paper. First of all, even though you had a variety of set meals on the menu, many dishes were unavailable. In the end we had no choice other than the onion soup and seafood salad to share between all of us. Furthermore, the meals were not served at the same time. I asked your staff to bring all the other meals soon and in another five minutes only two were brought to us. To make matters worse, the waiter did not even apologise for the delay. Finally, the beef steak one of my friends had was overcooked, even though he had ordered it medium rare. I complained about the awful service and dreadful food to your head waiter when we paid the bill, but he asked me to contact you directly in writing. I feel that a refund to the tune of at least £200 would be appropriate. Yours faithfully, Jane Smith
- Cerința menționează doar mâncarea și serviciul — tu inventezi detaliile concrete ale problemelor.
Exersează și verifică
Corectarea caută informațiile-cheie din text. Nu verifică gramatica, deci compară-ți răspunsul și cu modelul.