It's late

If you ever have to tell someone they’re late, this page should be useful…

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Conversation

Customer services operator: Hello SofaStore, can I help you?

Customer: Yes, I ordered a sofa in January and was told it would be delivered in eight weeks. But that was over three months ago and I still haven’t heard...

Customer services operator: Do you have your customer reference number?

Customer: Yes. It’s Z47005.

Customer services operator: I’m just bringing your order up on screen. There’s a note here that our carrier tried to deliver last Wednesday but that there was no-one in.

Customer: That’s because I specifically asked for weekend delivery. It’s stated on my order form. So where is my sofa now?

Customer services operator: Well, it will have been returned to our warehouse. I can log an urgent order tracking enquiry at our warehouse on Monday. That should mean your order will be ready for despatch within four working days and we can then arrange for delivery next weekend.

Customer: Do I get a refund for late delivery?

Customer services operator: I can give you a refund of five per cent of the order price, and I’ll also put some complimentary cushions in with your order. Apparently, it’s a three-seater sofa in antique gold, is that right?

Customer: Well it’s antique now, considering how long I’ve been waiting for it!

Conversation vocabulary and phrases

customer services operator = téléconseiller du service clientèle

order = commander

deliver = livrer

I still haven’t heard...= Je n’ai toujours pas de nouvelles

customer reference number = numéro de référence client

order = commande

on screen = à l’écran

carrier = entreprise de transports

weekend delivery = livraison le week-end

order form = bon de commande

warehouse = entrepôt

log = noter

order tracking enquiry = demande de suivi de la commande

ready for despatch = prêt pour l’expédition

within four working days = dans un délai de quatre jours ouvrables

refund = ici, compensation

complimentary cushions = coussins gratuits

three-seater sofa in antique gold = canapé à trois places doré à l’ancienne

More ordering vocabulary and phrases

chase up = relancer

I’ll chase it up for you = je vais essayer d’activer les choses

delivery address = adresse de livraison

delivery charge = frais de port

delivery man = livreur

the delivery man turned up two hours late = le livreur est arrivé avec deux heures de retard

delivery time = délai de livraison

package and postage = frais de port et d’emballage

The package was marked “urgent” = Le paquet portait la mention « urgent »

get a refund = se faire rembourser

place an order = passer une commande

send sth by express delivery = envoyer qch en express

We can deliver at your convenience = Nous pouvons livrer quand cela vous conviendra

Your order is logged in the computer = Votre commande est entrée dans l’ordinateur

Here are some more phrases you might find useful if an order is late

I paid extra for express delivery

I expected it to be here yesterday

I shall be making a complaint to your manager

I’d like to speak to the person dealing with my order

I would like to cancel my order

I would like to claim a refund

Could you send the goods by courier?