Describe an issue you encountered while shopping either online or in a store | IELTS Speaking Part 2 + 3

Part 2: Describe a problem you encountered while shopping online or in a store

Detail an issue you faced while (during) shopping online or in a store
You should mention:
When it occurred
What you purchased
What difficulty you faced
And explain how you felt about the incident

Below is a model article by Mr. Hoang Anh on the topic “Discuss an issue encountered while shopping online or in a physical store” for your reference.

1. Model Essay 1 (Sample Answer)

2. Vocabulary (Highlighted Words)

• To fall on deaf ears (idiom): bị lờ đi.
• (a situation) go south (idiom): trở nên tồi tệ.
• Collateral (n): vật thay đặt cọc (mất khi không trả được nợ).

3. Model Essay 2 (Sample Answer)

4. Vocabulary (Highlighted Words)

• Make up one’s mind on sth (v): quyết định về cái gì đó
• Manufacture (v) = produce (v) sản xuất
• Multi-functional (adj) đa chức năng
• Knock-down price (n) giá rẻ sập sàn
• Shopping cart (n) xe đẩy trong siêu thị (trong trường hợp là online shopping thì là “giỏ hàng”)
• Misorder (v) đặt nhầm hàng
• Discount voucher (n) phiếu giảm giá

Part 3: Online Shopping

In addition to Part 2, please also refer to Part 3 for this topic.

1. What kind of customer service do you think is good?2. What are the differences between shopping online and in-store?3. What problems do customers often have while shopping?4. What do you think customers should do when there are problems with products bought online?

1. What qualities do you believe are important in good customer service?

I believe genuine empathy is the key characteristic of excellent customer service. This quality motivates service personnel to go above and beyond to assist and delight customers, both during and after their purchase. All employees at Winmart, as mentioned in Part 2, embody this principle, ensuring that customers feel well-cared for while shopping.

• To be in great hands (idiom): được chăm sóc tốt (đặc biệt với dịch vụ)

2. What are the differences between shopping online and in-store?

For me, the primary distinction lies in location: offline shopping involves a trip to physical stores, while online shopping allows purchases from the comfort of home. Additionally, only in-store shopping permits customers to physically examine their chosen items.

• Inspect (v): kiểm tra chất lượng

3. What difficulties do customers often encounter while shopping?

Customers often encounter issues where products do not function as advertised. Another common problem is delayed delivery, caused by various factors including subjective and objective reasons. Last year, many Vietnamese customers faced delays of up to several months when ordering clothes from overseas due to COVID-19 border closures.

4. What steps do you believe customers should take when they encounter issues with products purchased online?

I believe the first step should be to understand the quality assurance policies of the service providers to determine the rights consumers have, such as options for repair, replacement, refund, and compensation for their dissatisfaction. Once customers are familiar with these policies, they should gather proof of purchase, such as receipts, and present them to the companies to substantiate their complaints and hold them accountable.

• Claim remedies and compensation (phrase) yêu cầu sửa chữa (lỗi) và bồi thường.

Bài mẫu bởi thầy Hoàng Anh – Giáo viên Mytour HN