Which German phrases matter most here?

“Ich möchte mich über dieses Produkt beschweren.” (I’d like to complain about this product); “Es hat nach nur zwei Tagen nicht mehr funktioniert.” (It stopped working after only two days); “Der Artikel war schon beim Auspacken defekt.” (The item was faulty when I opened it). 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 Germany. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

German phrases for taking back a faulty product in Germany

At the counter, say what is wrong and when it started: “Es hat nach nur zwei Tagen nicht mehr funktioniert”. The assistant asks “Haben Sie den Kassenbon dabei?”, so bring the receipt. You can ask “Ist dieser Artikel noch in der Garantie?” and, if needed, “Könnte ich mit der Filialleitung sprechen?”. Stay calm and factual.

Try it · about two minutes

A kettle you bought last week has stopped working, so you take it back to the shop and ask what they can do.

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

How does the conversation usually go?

Shop assistant
Kann ich Ihnen helfen?
Can I help you?
You
Ich möchte mich über dieses Produkt beschweren.
I’d like to complain about this product.
Shop assistant
Was ist das Problem?
What’s the problem?
You
Es hat nach nur zwei Tagen nicht mehr funktioniert.
It stopped working after only two days.
Shop assistant
Haben Sie den Kassenbon dabei?
Do you have the receipt with you?
You
Hier ist mein Kassenbon.
Here is my receipt.
The assistant presses the switch on the kettle. Nothing happens. You’d like to ask about the guarantee.
You
Ist dieser Artikel noch in der Garantie?
Is this item still under guarantee?
Shop assistant
Dazu muss ich kurz die Leitung fragen.
I need to ask my manager about this.
You
Ich warte gern, wenn es nicht zu lange dauert.
I’m happy to wait if it doesn’t take too long.
Shop assistant
Möchten Sie Ihr Geld zurück oder einen Umtausch?
Would you like your money back or an exchange?
You
Kann ich bitte Ersatz bekommen?
Can I have a replacement, please?

Which German phrases do you need?

Ich möchte mich über dieses Produkt beschweren.
I’d like to complain about this product.
Es hat nach nur zwei Tagen nicht mehr funktioniert.
It stopped working after only two days.
Der Artikel war schon beim Auspacken defekt.
The item was faulty when I opened it.
Haben Sie den Kassenbon dabei?
Do you have the receipt with you?
Ich habe den Kassenbon verloren, aber mit Karte bezahlt.
I lost the receipt, but I paid by card.
Ist dieser Artikel noch in der Garantie?
Is this item still under guarantee?
Wie lange gilt die Garantie?
How long does the guarantee last?
Könnte ich mit der Filialleitung sprechen?
Could I speak to the manager?
Kann ich bitte Ersatz bekommen?
Can I have a replacement, please?
Kann ich mein Geld zurückbekommen?
Can I have a refund?

What is worth knowing in Germany?

At the counter

1
Bring the item and the receipt, and say plainly what is wrong and when it started.
It stopped working after only two days.
2
The assistant may test the item or fetch a manager. Wait politely.
I need to ask my manager about this.
3
Say what you would like, as a question, and thank them whatever the answer.
Can I have a replacement, please?

Reklamieren

German shops call a complaint about a faulty item a Reklamation. Saying “Ich möchte das reklamieren” tells staff at once why you are at the counter. Keep it factual: what happened, and when.

Ich möchte mich über dieses Produkt beschweren.

I’d like to complain about this product.

No receipt?

If you lost the receipt, say how you paid. Some shops can find a card payment in their system. With cash it can be harder, so keep receipts for things you may need to take back.

Ich habe den Kassenbon verloren, aber mit Karte bezahlt.

I lost the receipt, but I paid by card.

Questions about this situation

Which German phrases matter most here?: “Ich möchte mich über dieses Produkt beschweren.” (I’d like to complain about this product); “Es hat nach nur zwei Tagen nicht mehr funktioniert.” (It stopped working after only two days); “Der Artikel war schon beim Auspacken defekt.” (The item was faulty when I opened it). 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 Germany. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Related situations in German

All situations in German

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.