IELTS Speaking 2025 Part 2&3: Describe a problem you had while shopping online or in a store

IELTS Speaking Part 2 Cue Card:

Describe a problem you had while shopping online or in a store.

You should say:

• When it happened

• What you bought

• What problem you had while shopping
  And explain how you felt about it.

Speaking Expressions:

• To be honest… (Thành thật mà nói…)

• It was a real hassle… (Thật là phiền phức…)

• I ended up… (Cuối cùng tôi…)

• Needless to say… (Không cần phải nói cũng biết…)

• I was completely frustrated… (Tôi hoàn toàn bực bội…)

Ideas & Collocations:

• Wrong size delivery (giao hàng sai kích cỡ)

• Defective product issue (sản phẩm lỗi)

• Customer support line (đường dây hỗ trợ khách hàng)

• Return and refund process (quy trình hoàn trả và hoàn tiền)

• Online checkout glitch (lỗi thanh toán trực tuyến)

Sample Answer:

To be honest, one of the most memorable shopping mishaps I’ve had happened about six months ago when I ordered a pair of sneakers online. I needed new running shoes and found a great deal on an international e-commerce site. Needless to say, I was excited and placed my order right away.

A week later, the package arrived—but when I tried them on, they were the wrong size delivery: the shoes were two sizes too big. I was completely puzzled because I double-checked my shoe size before ordering. Then I noticed there was an online checkout glitch during payment: the drop-down menu defaulted to a different country’s sizing system without me realizing it. It was a real hassle trying to sort this out.

I immediately contacted the customer support line via chat. At first, the agent seemed helpful, but after repeating my order number three times, I still hadn’t gotten a clear solution. I ended up sending multiple emails and filling out the return and refund process forms on their website. It took nearly three weeks to get my money back, and by then, the particular model was sold out.

I was completely frustrated because I rely on reliable gear for my morning jogs. Every day, I kept checking the tracker, hoping the replacement would come, but nothing happened. Finally, I gave up on that site and went to a local sports store to buy the exact same shoes in person.

Looking back, the experience taught me to always double-check sizing charts and to stick with platforms that offer easy returns. Despite the headache, I felt relieved once I had proper running shoes and a full refund. It certainly made me more cautious about shopping online in the future.

IELTS Speaking Part 3 Questions

1. What kind of customer service do you think is good?

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

3. What problems do customers often have while shopping?

4. What should customers do when they have problems with products they buy online?

Question 1

Speaking Expressions:

• In my view… (Theo quan điểm của tôi…)

• Above and beyond… (Hơn cả mong đợi…)

• Handle inquiries promptly… (xử lý thắc mắc kịp thời…)

Ideas & Collocations:

• Responsive support team (đội ngũ hỗ trợ phản hồi nhanh)

• Clear return policy (chính sách hoàn trả rõ ràng)

• Personalized assistance (hỗ trợ cá nhân hóa)

Sample Answer:
In my view, truly responsive support teams that handle inquiries promptly and offer personalized assistance stand out. When a company goes above and beyond with a clear return policy, it builds trust and keeps me coming back.

Question 2

Speaking Expressions:

• On the one hand… / On the other hand… (Một mặt… / Mặt khác…)

• Hands-on experience (trải nghiệm trực tiếp…)

• Time-saving convenience (tiện lợi tiết kiệm thời gian…)

Ideas & Collocations:

• In-store trial (thử sản phẩm tại cửa hàng)

• Virtual fitting room (thử đồ ảo trực tuyến)

• Instant checkout (thanh toán ngay lập tức)

Sample Answer:
On the one hand, shopping online offers time-saving convenience and features like a virtual fitting room, but on the other hand, in-store trials let you feel fabric and ensure a perfect fit. Both methods have their perks.

Question 3

Speaking Expressions:

• More often than not… (Thường thì…)

• Common frustrations include… (Những phiền toái thường gặp bao gồm…)

• It can be tricky when… (Thật khó xử khi…)

Ideas & Collocations:

• Delayed deliveries (giao hàng chậm trễ)

• Mismatched descriptions (mô tả không khớp)

• Payment failures (lỗi thanh toán)

Sample Answer:
More often than not, delayed deliveries and mismatched descriptions cause headaches. Payment failures during checkout can also be a real pain. Common frustrations include waiting days for an order to arrive or discovering the item looks different in person.

Question 4

Speaking Expressions:

• The first step is… (Bước đầu tiên là…)

• File a complaint (gửi khiếu nại…)

• Seek a resolution (tìm cách giải quyết…)

Ideas & Collocations:

• Document evidence (lưu bằng chứng)

• Escalate the issue (nâng cao vấn đề lên cấp cao hơn)

• Follow up persistently (theo dõi một cách kiên trì)

Sample Answer:
The first step is to document evidence—like photos and order confirmations. Then file a complaint with the seller and seek a resolution. If that fails, escalate the issue to the platform or your bank and follow up persistently until you get a refund or replacement.