1

Introduction:
Although knowing the names of different types of dishes, food and styles of cooking is very
important when ordering and eating in a restaurant, you also need to know how to complain.
Being able to explain what the problem is (with the food or how the restaurant staff/employees
have treated you) and complain politely in English will make the experience less frustrating and
annoying.
In this first of two online exercises on complaining/problems in a RnR Food Court, we will look
at vocabulary and phrases in English that are used for both common problems that customers
have in restaurants and for complaining. We will look at phrases used when arriving at a
restaurant and when you receive the wrong food. In addition, we will look at some phrases that
Waiters or waitresses use in these situations.
First Part
Exercise: Problems in a RnR food court.
Read the following situation where two customers (Customer 1 (Amin) & Customer 2 (Nur
Syarizan)) are having problems when eating in a RnR Food Court.
Waiter (Fazli):
'Good evening Madam, how can I help you?'
Customer 1 (Amin):
'Good evening. We have a reservation for 9pm in the name of Amin.'
Waiter (Fazli):
'A table for two, isn't it? I'm afraid that the table isn't available yet. If you'd like to wait at the bar,
we'll call you over when it's ready.'
30 minutes later
Customer 1 (Amin):
'Excuse me, we've been waiting for 30 minutes for our table. Will it be much longer?'
Waiter (Fazli):
'Sorry about the delay, we're very busy tonight. I'll just go and check.'
2 minutes later

Waiter (Fazli):
'Your table is ready now. If you would like to come with me, I will show you to your table.'
5 minutes later when the customers are seated at their table
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Customer 2 (Nur Syarizan):
'My god, the people at the table next to ours are shouting. I can't hear myself think!'
Customer 1 (Amin):
'They are talking very loud. I'll take care of it. I will speak to the Waiter (Fazli) and see if we
can move tables. Excuse me, would it be possible to change tables?'
Waiter (Fazli):
'Is there a problem with the table madam?'
Customer 1 (Amin):
'Not with the table, but the table next to us are speaking very loudly.'
Waiter (Fazli):
'I will ask them to quieten down, so you can enjoy your meal without the shouting.'
20 minutes later, the Waiter (Fazli) is serving them their first course/starter

Customer 2 (Nur Syarizan):
'Excuse me, I didn't order the smoked salmon.'
Waiter (Fazli):
'I have smoked salmon written down here.'
Customer 2 (Nur Syarizan):
'I am afraid you are mistaken. I asked for the tomato and basil soup for my starter.'

Waiter (Fazli):
'I'm terribly sorry sir. I'll replace it straight away.'
Customer 1 (Amin):
'Excuse me, would it be possible to change my starter?'
Waiter (Fazli):
'Is there anything wrong with your prawn salad sir?'
Customer 1 (Amin):
'No, there isn't. I wasn't expecting the prawn salad to look like this.'
Waiter (Fazli):
'No problem sir. What would you like instead?'
3

Customer 1 (Amin):
'Could I have a caesar salad if it's no trouble?'
Waiter (Fazli):
'I am afraid we are sold out of the caesar salad. We don't have any more tonight. May I
recommend the tomato and basil soup. It's very good.'
Customer 1 (Amin):
'I'll have that then. Thank you.'
Waiter (Fazli):
'I'll bring the soups now.'


Introduction:
In this second of two online exercises on complaining/problems in a restaurant, we continue to
look at English vocabulary and phrases that are used for both common problems that customers
have in restaurants and for complaining. In this exercise, we will look at vocabulary and phrases
used by customers to say how they wanted a dish/food cooked, speaking to a food court Manager
(Fazli) and problems when paying for the meal at the end. In addition, we will look at some
phrases that Waiter (Fazli)s or waitresses use in these situations.


Second Part
Exercise: Problems in a RnR Food Court Continued
Read the following situation where four customers (Customer 1 (Amin) & Customer 2 (Nur
Syarizan)) continue to have problems when eating in a RnR Food Court.
20 minutes later, the customers have just been served their main course

Customer 1 (Amin):
'Is there a problem with your steak Customer 2 (Nur Syarizan)?'
Customer 2 (Nur Syarizan):
'Yeah, there is. I ordered a rare steak because I like it when the meat is very red inside and they
have brought me a well-done steak instead. I don't like it when they fry it for a long time, so it is
brown on the inside and the meat doesn't have a lot of taste.'
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Customer 1 (Amin):
'You should ask the Waiter (Fazli) to send it back to the kitchen, so you they can give you
another steak. I'll call the Waiter (Fazli) over.'
Customer 1 (Amin):
'I have a problem with my main course as well. The roast chicken is good, but
they've overcooked the carrots, so they are too soft and they don't have any taste at all. But the
boiled potatoes are almost raw. They are so hard. It's like they haven't cooked the potatoes at
all.'
Customer 1 (Amin):
'I'll call the Waiter (Fazli) over now. Excuse me!'
Waiter (Fazli):
'Yes, madam. How can I help you?'
Customer 1 (Amin):
'One of my friends ordered a rear steak and you've brought him a well-done steak. My carrots are
overcooked and her potatoes are raw. Can you send them back to the kitchen to be replaced
please?'
Waiter (Fazli):
'I apologise for the steak. I'll replace it straight away. Both the carrots and the potatoes are
supposed to be like that. I'm afraid there is nothing I can do.'
Customer 1 (Amin):
'Well, in that case. I'd like to speak to the Manager , please.'
Waiter (Fazli):
'I'll go and get him for you.'
Manager (Fazli):
'What seems to be the problem?'
Customer 1 (Amin):
'The Waiter (Fazli) is refusing to send back my friend's dish. The carrots are overcooked and the
potatoes are almost raw. We're not happy with the service we have received from the Waiter
(Fazli). He's made several mistakes with our food tonight and he's been arrogant towards us.'
Manager (Fazli):
'Please accept my apologies. I'll send your friend's dish back to the kitchen and get it
replaced. We won't charge you for the roast chicken. So, you don't have to pay for it. Also, to
say sorry we'll give you a bottle of orange juice on the house for all the problems you've
experienced.'

5

Customer 1 (Amin):
'A free bottle of orange juice! Thank you very much.'
40 minutes later, after receiving the bill/check from the Waiter (Fazli)


Customer 1 (Amin):
'The bill seems very high.'
Customer 2 (Nur Syarizan):
'Let me have a look. I think they've overcharged us. They have included the roast chicken on the
bill and also they are charging us for a roast duck which we didn't have or order. I'll have a word
with the Waiter (Fazli). Excuse me!'
Waiter (Fazli):
'Yes?'
Customer 2 (Nur Syarizan):
'There seems to be a mistake with the bill. It has a roast duck on it, which we didn't have. And
it has my wife's roast chicken on it which your Manager (Fazli) said we wouldn't be charged for.'
Waiter (Fazli):
'I'm terribly sorry. I'll bring you the correct bill now.'
5 minutes later, having paid and about to leave

Customer 2 (Nur Syarizan):
'Let's leave here now we've paid the bill. It's been a disaster.'
Customer 1 (Amin):
'That doesn't seem right. I think they've short changed me. The meal cost RM140. I gave them
200, but I've only got 30 back in change.'
Customer 2 (Nur Syarizan):
'They have short changed you. You should have got RM60 back in change. You should call the
Waiter (Fazli) over again.'
Customer 1 (Amin):
'I will.'