Right Way Furnishings Complaint Form - IELTS Listening Answers & Explanations
From Collins Practice Tests For IELTS 3 Academic Listening Test 2 · Part 1 · Questions 1–10
Audio
Questions
Questions 1–10 Form Completion
Complete the form below.
Write NO MORE THAN TWO WORDS AND/OR A NUMBER for each answer.
Right way Furnishings
Complaint Form
Order reference number: 1
Customer name: Thomas 2
Date order placed: 3
| ITEM | PROBLEM | ACTION TO BE TAKEN |
|---|---|---|
| Hamilton three-seater sofa | Part of the sofa was 4
Leg scratched |
5 |
| Regent rug | Wrong 6
Different size to advertised |
Customer to telephone back 7 |
| Morrison coffee table | Wrong instructions sent
The four 8 were missing |
Report issue to 9 Team |
Additional notes: Send 10 to customer
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q1 | 96678 | Certainly. It's 96678 | Excerpt/Transcript Explanation: The transcript shows Thomas providing the exact number Sarah needs to identify his specific order. Answer Explanation: The answer is the specific ID number used to identify the customer's purchase. Reason For Correctness: The correct answer is identified when Sarah asks Thomas for the 'order reference' so she can look up his file. Thomas immediately provides the number 96678, which Sarah then uses to access his order details. |
| Q2 | Horton | Thomas: It's Thomas Horton. That's H-O-R-T-O-N | Excerpt/Transcript Explanation: The transcript shows Thomas stating his full name clearly so that Sarah can find his order in the system. Answer Explanation: The answer is the last name of the caller, whose first name is Thomas. Reason For Correctness: The correct answer is Horton because when the staff member, Sarah, asks for the customer's name to check his order details, he identifies himself as Thomas Horton and even spells out the last name. |
| Q3 | 13th July / 13th of July / 13 July / July 13th / July 13 | Well, as you'll see, I had a delivery of some furniture from you on the 20th of July, a few days ago. I ordered it on the 13th of July to benefit from the free delivery you were offering at the time | Excerpt/Transcript Explanation: The transcript shows that while the furniture arrived at Thomas's house on July 20th, he actually made the purchase (ordered it) on July 13th. Answer Explanation: The answer is the specific day, the 13th of July, when Thomas bought or "ordered" the furniture. Reason For Correctness: The correct answer is 13th July because Thomas explicitly states this was the day he placed the order. In the conversation, he mentions two different dates: July 20th, which was the day it arrived (delivery), and July 13th, which was the day he bought the items to get a special offer. Since the form asks for the date the order was placed, 13th July is the right information to use. |
| Q4 | damp | It was wrapped in plastic when it arrived – to protect it, I imagine, but when we took this off, we noticed that one end of the sofa was damp, which wasn't a good start | Excerpt/Transcript Explanation: The transcript shows that Thomas found one part of his new sofa was wet after he removed the plastic cover. Answer Explanation: The answer "damp" refers to a wet or moist condition that was found on a piece of the furniture. Reason For Correctness: The correct answer is confirmed by the transcript where Thomas describes the condition of the Hamilton three-seater sofa. He mentions that after taking off the protective plastic wrap, he found that one end of the sofa was wet or "damp," which was the first of two problems he found with that specific item. |
| Q5 | refund | Would you like to wait or would you prefer a refund? Thomas: As long as that? I think in that case, I'll have the refund and I'll look elsewhere | Excerpt/Transcript Explanation: The transcript shows Sarah offering Thomas two choices for his damaged sofa: he can either wait for a replacement or get his money back. Thomas responds that because the wait is long, he chooses to have the 'refund' and will go to another store. Answer Explanation: The answer means that the customer wants to get his money back for the sofa instead of waiting for a new one to be delivered. Reason For Correctness: The correct answer is 'refund' because the customer, Thomas, is unhappy with the damaged sofa. When Sarah mentions that it will take 'a few weeks' to get a new one, Thomas decides he does not want to wait that long. He chooses to take his money back (a refund) so he can buy a sofa from a different company. In a complaint form, 'refund' is the specific action the company needs to take to resolve this part of the complaint. |
| Q6 | colour / color | The colour isn't the same as appears in the photo on your website. It's clearly black and white in the photo but the one we had delivered is dark blue rather than black | Excerpt/Transcript Explanation: The transcript shows that Thomas is complaining about the Regent rug because the visual appearance does not match the website's description, specifically changing from black and white to blue. Answer Explanation: The answer "colour" refers to how the rug looks, specifically the hue or tint (like red, blue, or black) of the material. Reason For Correctness: The correct answer is "colour" because Thomas points out two problems with the Regent rug. The first issue he mentions is that the rug he received does not match the picture he saw online in terms of its appearance. Specifically, he says the website showed it as black and white, but the one delivered to him is dark blue. Therefore, the item's colour is wrong. |
| Q7 | next week | Can I suggest you give it a few days and call back next week if there's no improvement | Excerpt/Transcript Explanation: The transcript shows Sarah telling Thomas to wait and then call back after a week if the rug does not look better or bigger. Answer Explanation: The answer next week means that the customer, Thomas, should wait until the following week to call the company again about the rug. Reason For Correctness: The correct answer is next week because the customer service representative, Sarah, explains that the rug might be smaller than expected because it was tightly rolled. She advises Thomas to wait a few days for it to expand and then get in touch with them again during the following week if it is still not the correct size. |
| Q8 | plastic discs / plastic disks | When I checked to see if all the bits were included in the pack, I couldn't find four plastic discs | Excerpt/Transcript Explanation: The transcript shows Thomas saying that when he looked to see if every piece for the table was in the box, he noticed that four plastic discs were not included. Answer Explanation: The answer refers to the small parts that were not found in the package for the coffee table. Reason For Correctness: The correct answer is 'plastic discs' because Thomas explains that while he was checking the items in the box for the Morrison coffee table, he realized four parts were not there. He says he 'couldn't find' them, which means they were 'missing' from the delivery. These items were supposed to be put on the table legs but were not included in the pack. |
| Q9 | quality control | I just thought it's something you need to report to your quality control people | Excerpt/Transcript Explanation: The transcript shows Thomas telling the employee that he wants the company to tell their quality control staff about the missing parts so they can fix the problem for future orders. Answer Explanation: The answer refers to the specific department or group in a company responsible for checking that products are made correctly and include everything they should. Reason For Correctness: The correct answer is derived from Thomas's suggestion regarding the missing parts for the Morrison coffee table. After explaining that he had already assembled the table and didn't want to return it, he stated that the issue should be reported to the 'quality control' people. In a business context, the 'Team' mentioned in the form is synonymous with the 'people' Thomas refers to who handle product standards. |
| Q10 | gift voucher | But in the meantime, please accept a gift voucher from us by way of an apology. I'll email this to you immediately | Excerpt/Transcript Explanation: The transcript shows Sarah asking the customer to take a gift voucher because the company is sorry. She says she will send this to him by email right now. Answer Explanation: The answer is a special card or code that people can use to buy things at a specific store, similar to a gift card. Reason For Correctness: The correct answer is 'gift voucher' because Sarah, the store worker, says she will send one to Thomas at the end of their conversation. She offers this to say sorry for all the problems Thomas had with his furniture order and tells him she will email it to him right away. |
Transcript
Sarah: Good afternoon. You're through to Right way Furnishings. My name's Sarah. How can I help you?
Thomas: Yes, good afternoon. I'm phoning to complain about the condition of some items I ordered from you.
Sarah: Oh, I'm sorry to hear you've had problems. Let's see if I can help. Could you give me the order reference
Thomas: Certainly. It's 96678.
Sarah: Thanks. And could you confirm your name, please?
Thomas: It's Thomas Horton. That's H-O-R-T-O-N.
Sarah: That's great, thanks. I have your order details here so how can I help you?
Thomas: Well, as you'll see, I had a delivery of some furniture from you on the 20th of July, a few days ago. I ordered it on the 13th of July to benefit from the free delivery you were offering at the time. The items arrived but there's a problem with every single one.
Sarah: I'm very sorry to hear that. Let's go through the items, then, and I'll see what I can do.
Thomas: Well, take the sofa for starters.
Sarah: I see here thatyou ordered the Hamilton three-seater sofa. Is that right?
Thomas: Yes, that's the one. It was wrapped in plastic when it arrived – to protect it, I imagine, but when we took this off, we noticed that one end of the sofa was damp, which wasn't a good start. We decided at that point to send it back but inspected it first for signs of any other damage. We then noticed that one of the wooden legs was badly scratched. It's very noticeable. I'm surprised it wasn't picked up by anyone at your warehouse.
Sarah: Thanks. I've made a note of that. We'll certainly collect the faulty one but it'll probably be a few weeks before we can send a replacement. That's a very popular design and there might not be one in stock immediately. Would you like to wait or would you prefer a refund?
Thomas: As long as that? I think in that case, I'll have the refund and I'll look elsewhere.
Sarah: You also ordered a rug from us, the Regent rug. Was that all right?
Thomas: Yes, the three- by two-metre Regent. There are two issues with this. The colour isn't the same as appears in the photo on your website. It's clearly black and white in the photo but the one we had delivered is dark blue rather than black. We could live with that but the problem is that it isn't the size advertised. I've measured it and the dimensions are three metres by one ninety.
Sarah: Actually, you may find that the rug will settle as it gets walked on. The difference may very well be due to the fact that it's been rolled up for some time. It will slowly expand with use. Can I suggest you give it a few days and call back next week if there's no improvement?
Thomas: OK, I'll leave that one for now and see what happens. But then there's the coffee table. This is the self-assembly Morrison table. I'm not particularly talented when it comes to DIY and I appreciate having clear instructions with things like this. It didn't help when I discovered the instructions sent out were for a different table. Luckily, I found the correct ones on your website and downloaded them. When I checked to see if all the bits were included in the pack, I couldn't find four plastic discs. They're the ones that go on the bottom of the legs to protect the floor. According to the instructions, they were supposed to be included. I had to go out and buy some myself.
Sarah: Oh dear. Again, I do apologise. Just to confirm: would you like to return this item or is this feedback?
Thomas: No, I've put it all together now. I don't want to go through that again. I just thought it's something you need to report to your quality control people.
Sarah: Of course, Mr Horton. Well, I must apologise once more for all this. We pride ourselves on the quality of our products and customer service and you seem to have caught us on a bad day. I'll certainly pass on your complaints to my line manager, who will no doubt get back to you to offer her own apologies. But in the meantime, please accept a gift voucher from us by way of an apology. I'll email this to you immediately.
Thomas: Yes, OK. I look forward to hearing from you.