Which French phrases matter most here?

“Je voudrais faire une réclamation au sujet de ce produit.” (I’d like to make a complaint about this product); “Quel est le problème ?” (What’s the problem); “Il est tombé en panne au bout de deux jours.” (It broke down after two days). The full list is above.

Can I hear how they sound?

Yes: press the speaker next to a phrase to hear it, recorded for the Frasa app.

How can I practise this conversation?

Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in France. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

French phrases for taking back a faulty product in France

At the counter, explain what happened: “Il est tombé en panne au bout de deux jours”. Show your receipt, or say you paid by card: “J'ai perdu le ticket, mais j'ai payé par carte”. Then ask politely what they can do: “Je peux me faire rembourser ?” or “Je peux l'échanger ?”.

Try it · about two minutes

The toaster you bought a week ago has stopped working, so you take it back and ask what the shop can do.

Sound on: the shop assistant speaks French. You choose what to say back, and Frasa tells you why it works.

How does the conversation usually go?

Shop assistant
Je peux vous aider ?
Can I help you?
You
Je voudrais faire une réclamation au sujet de ce produit.
I’d like to make a complaint about this product.
Shop assistant
Quel est le problème ?
What’s the problem?
You
Il est tombé en panne au bout de deux jours.
It broke down after two days.
Shop assistant
Vous avez le ticket de caisse ?
Do you have the receipt?
You
Voici mon ticket de caisse.
Here is my receipt.
Shop assistant
Vous voulez un remboursement ou un échange ?
Would you like a refund or an exchange?
You
Je peux me faire rembourser ?
Can I get a refund?
Shop assistant
Je dois demander à mon responsable.
I’ll have to ask my manager.
You
Pas de souci.
No worries.
Shop assistant
On ne peut vous proposer qu'un avoir.
All we can offer you is a credit note.
You
Je préférerais un remboursement à un avoir.
I’d prefer a refund to a credit note.

Which French phrases do you need?

Je voudrais faire une réclamation au sujet de ce produit.
I’d like to make a complaint about this product.
Quel est le problème ?
What’s the problem?
Il est tombé en panne au bout de deux jours.
It broke down after two days.
Vous avez le ticket de caisse ?
Do you have the receipt?
Voici mon ticket de caisse.
Here is my receipt.
J'ai perdu le ticket, mais j'ai payé par carte.
I lost the receipt, but I paid by card.
Vous voulez un remboursement ou un échange ?
Would you like a refund or an exchange?
Je peux me faire rembourser ?
Can I get a refund?
Je dois demander à mon responsable.
I’ll have to ask my manager.
Je préférerais un remboursement à un avoir.
I’d prefer a refund to a credit note.

What is worth knowing in France?

At the counter

1
Go to the counter with the product and say you’d like to make a complaint.
I’d like to make a complaint about this product.
2
Show your receipt, or say how you paid.
Here is my receipt.
3
Say what happened, then ask what they can do.
Qu'est-ce que vous pouvez faire pour moi ?What can you do for me?
4
Hear what they offer. It may be a refund, an exchange or a credit note (un avoir).
All we can offer you is a credit note.

Bring your proof of purchase

Take the receipt if you still have it. If not, the card you paid with may help the staff find the purchase.

Vous pouvez retrouver mon achat dans le système ?

Can you find my purchase in the system?

Je voudrais, not je veux

Polite

Je préférerais un remboursement à un avoir.

I’d prefer a refund to a credit note.

Too blunt

Je veux mon argent.

I want my money.

Je voudrais, je préférerais, or a question with je peux keeps the tone polite. A flat je veux can sound like a demand.

Questions about this situation

Which French phrases matter most here?: “Je voudrais faire une réclamation au sujet de ce produit.” (I’d like to make a complaint about this product); “Quel est le problème ?” (What’s the problem); “Il est tombé en panne au bout de deux jours.” (It broke down after two days). The full list is above.
Can I hear how they sound?: Yes: press the speaker next to a phrase to hear it, recorded for the Frasa app.
How can I practise this conversation?: Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in France. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Related situations in French

All situations in French

Practise these phrases in Frasa

Frasa is an iPhone app for the conversations in front of you. Save phrases like these, rehearse them out loud, and they come back until they stick.

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AI-generated. May be inaccurate.