Describing Faulty Goods in English: A Practical Guide for B1 Learners

Have you ever bought something that didn’t work properly or was damaged? It’s frustrating, isn’t it? Knowing how to describe faulty goods in English is a really useful skill. Whether you’re shopping in a store or dealing with online customer service, being able to explain the problem clearly will help you get it resolved. This lesson will teach you the key vocabulary and phrases you need to confidently describe faulty goods and get the help you deserve. Let’s improve your consumer English!

Why is it Important to Learn How to Describe Faulty Goods?

Imagine you buy a new kettle, but when you get home, it doesn’t even turn on! Or perhaps you order a shirt online, and it arrives with a button missing. These things happen! Being able to clearly explain what’s wrong is essential for a few reasons:

Getting a Refund or Exchange: If you can’t explain the fault, it’s harder to get your money back or exchange the item.
Effective Communication: Clear communication avoids misunderstandings and makes the process smoother for both you and the seller.
Building Confidence: Knowing you can handle these situations in English boosts your overall confidence in using the language in practical situations.
Consumer Rights: Understanding how to complain is part of knowing your rights as a consumer in English-speaking countries.

So, let’s learn the essential language for describing faulty goods. This is very practical spoken English practice!

Key Vocabulary for Describing Faults

To describe faulty goods effectively, you need to know some specific vocabulary. Here are some common words and phrases:

Types of Faults

Broken: This means something is damaged and not working. “The handle of the bag is broken.”
Damaged: Similar to broken, but can also refer to cosmetic damage. “The box was damaged when it arrived, and the product inside is also scratched.”
Defective: This means there’s a problem with how it was made. “This phone is defective; it keeps turning off by itself.”
Not working: Simple and clear – it doesn’t function. “The TV is not working; there’s no picture.”
Doesn’t work: Same as “not working”. “The remote control doesn’t work.”
Faulty: A general term for something that has a problem. “This toaster is faulty; it burns the toast every time.”
Cracked: A line or lines on the surface of something where it is broken but not completely separated. “The screen of my tablet is cracked.”
Scratched: Marks on the surface. “The new table is already scratched.”
Missing parts: Something is incomplete. “The instructions are missing and some screws are also missing parts.”

Adjectives to Describe Faulty Goods

Here are some adjectives you can use to describe the condition of the faulty item:

Faulty (general problem)
Defective (manufacturing problem)
Damaged (physically harmed)
Broken (not functioning due to damage)
Substandard (below the expected quality)
Unsatisfactory (not good enough)
Imperfect (not perfect; with flaws)

Useful Phrases for Describing Faulty Goods

Now, let’s look at some useful phrases you can use in different situations. These phrases will help you with English for customer service situations.

Starting the Conversation

“Excuse me, I’d like to complain about this…”
“Hello, I have a problem with this…”
“I’m afraid there’s something wrong with…”
“I’m not happy with this product because…”
“I’m calling/writing to complain about…”

Explaining the Problem

“It’s broken.”
“It’s damaged.”
“It’s not working.”
“It doesn’t work properly.”
“It’s faulty.”
“There’s a problem with…”
“It’s defective.”
“It arrived damaged.”
“It was broken when I opened it.”
“It’s cracked.”
“It’s scratched.”
“There are missing parts.”
“It’s substandard quality.”
“It’s not as described on the website.”
“It’s the wrong item.” (If you received the wrong product)

Adding Details:

“…and it only happened after [short period of time].” “It stopped working and it only happened after two days.”
“…even though I’ve only had it for [short period of time].” “It’s broken even though I’ve only had it for a week.”
“…despite following the instructions.” “It’s still not working despite following the instructions carefully.”

Suggesting Solutions

“I would like a refund, please.”
“I would like to exchange it for a new one.”
“I would like to return it and get my money back.”
“Could I get a replacement, please?”
“What can you do about this?”
“I expect a full refund.”
“I’d like this to be repaired, please.” (If repair is possible)

Example Dialogues: Describing Faulty Goods

Let’s see these phrases in action. Here are two example dialogues.

Dialogue 1: In a Shop

You: Excuse me, I’d like to complain about this kettle I bought yesterday.

Shop Assistant: Certainly, what seems to be the problem?

You: Well, it’s not working. I plugged it in at home, but it doesn’t heat up at all.

Shop Assistant: I see. Do you have your receipt?

You: Yes, here it is.

Shop Assistant: Thank you. Okay, it seems to be faulty. I can offer you a replacement or a full refund. Which would you prefer?

You: I’d like a refund, please.

Shop Assistant: No problem. I’ll process that for you now.

Dialogue 2: Online Customer Service (Email Example)

Subject: Complaint – Order #12345 – Faulty Headphones

Email Body:

Dear Customer Service,

I am writing to complain about a pair of headphones I recently ordered (Order #12345). I received them today, but unfortunately, they are damaged. The right ear cup is cracked and the sound only works in the left ear. They are clearly faulty goods.

I am very disappointed with the quality of this product. I would like to request a full refund or a replacement pair of headphones. Please let me know how to proceed.

I look forward to your prompt response and a resolution to this issue.

Sincerely,

[Your Name]

Let’s Practice!

Now it’s your turn to practice! Fill in the blanks and rewrite sentences to practice describing faulty goods.

Exercise 1: Fill in the Blanks

Choose the best word from the box to complete each sentence.

Box: broken, damaged, faulty, working, missing, cracked

This chair is ______. One of the legs is completely off.
The phone screen is ______. I can see a line across it.
The toy isn’t ______. It doesn’t turn on even with new batteries.
The box was ______ when it arrived, and the vase inside was also chipped.
This kettle is ______. It boils water very slowly, and sometimes not at all.
The instructions are ______ from the box. I don’t know how to assemble it.

Exercise 2: Rewrite the Sentences

Rewrite these sentences using the phrases we learned. Make them sound like you are complaining about a faulty product.

Problem: The pen doesn’t write.
Rewrite: ____________________________________________________
Problem: The bag has a tear.
Rewrite: ____________________________________________________
Problem: The lamp doesn’t turn on.
Rewrite: ____________________________________________________
Problem: The plate is chipped on the edge.
Rewrite: ____________________________________________________

Answers to Practice Exercises

Answers to Exercise 1: Fill in the Blanks

This chair is broken. One of the legs is completely off.
The phone screen is cracked. I can see a line across it.
The toy isn’t working. It doesn’t turn on even with new batteries.
The box was damaged when it arrived, and the vase inside was also chipped.
This kettle is faulty. It boils water very slowly, and sometimes not at all.
The instructions are missing from the box. I don’t know how to assemble it.

Answers to Exercise 2: Rewrite the Sentences

Problem: The pen doesn’t write.
Rewrite: I’m afraid this pen doesn’t work. / This pen is faulty; it doesn’t write.
Problem: The bag has a tear.
Rewrite: This bag is damaged; it has a tear in it. / I’d like to complain about this bag because it’s torn.
Problem: The lamp doesn’t turn on.
Rewrite: This lamp is not working. / There’s something wrong with this lamp; it doesn’t turn on.
Problem: The plate is chipped on the edge.
Rewrite: This plate is damaged; it’s chipped on the edge. / I’m not happy with this plate because it’s chipped.

Improve Your Spoken English and Practice Describing Faulty Goods with Lingofrnd

Learning vocabulary and phrases is a great start, but the best way to improve is to practice speaking! Lingofrnd.com is your AI spoken English teacher that can help you practice these phrases and build your confidence in real conversations. You can practice describing different types of faulty goods and get instant feedback on your pronunciation and grammar.

Ready to take your spoken English practice to the next level? Download App now and start practicing how to describe faulty goods and many other practical English topics today!

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