Write it · Café English
Write a polite café complaint or refund email.
Be clear, calm and specific. Say what happened, what you would like, and thank them. A polite email gets a better reply.
Five-part structure
- Subject: short and clear (“Question about my order on [date]”)
- Opening: greeting and when you visited
- What happened: facts only, in order
- What you would like: a refund, a replacement or an answer
- Closing: thanks and your contact details
Wrong order or overcharge
Subject: Order on [date], wrong charge
Hello, I visited your café on [date] at about 2 pm. I ordered one flat white and was charged for two. I have the receipt. Could you please check and refund the extra charge? Thank you for your help. Kind regards, [name]
Long wait or poor service
Subject: Feedback about my visit on [date]
Hi, I visited on [date] at about 12 pm. I waited about 30 minutes for my food and no one updated us. I understand it was busy. I would appreciate a reply about this. Thank you. Kind regards, [name]
Follow-up if no reply
Wait a few working days before you follow up.
Hello, I wrote on [date] about [issue]. I have not received a reply. Could you please let me know what is happening? Thank you. Kind regards, [name]
Useful phrases
| Say | Instead of |
|---|---|
| Could you please check…? | You must fix this. |
| I would appreciate… | I demand… |
| I understand it was busy. | Your staff are lazy. |
| Thank you for your help. | Reply immediately. |
Quick fix exercise
Try it: Rewrite: “My coffee was wrong. Give money back.”
Possible answer: “Hello, I ordered a long black but received a latte on [date]. Could you please refund the drink or remake it? Thank you.”
Cafés differ. Check the café’s own website or sign for its rules, prices and contact details. For a serious consumer problem, your state or territory consumer affairs office can explain your options.