聚焦2024高考专题05 投诉信-?研究10年高考英语应用文写作真题系列学案（含答案）

投诉信 （Shopping and Emotions）
目 录
I高考方向及写法指导
II Useful expressions of shopping
范文1关于所购书籍质量问题的投诉
范文2 关于所购数码相机的质量问题的投诉
范文3投诉公交司机的不文明行为
Practice关于学校食堂存在的诸多问题的投诉
I高考方向及写法指导
购物(Shopping)包括购物计划和产品的规格、样式、颜色、重量、性能、价格和质量等，以及对产品或服务的赞扬与投诉，付款方式等。此话题涉及三类考点：
第一类，在应用文求助信中考查，请朋友帮忙代卖商品。包括该商品的外观（尺寸、颜色、形状、和质地等）、重量、性能、功能、价格及象征意义等。写作思路：交代写作目的—描述该商品的具体信息—提出请求并表达感谢。
第二类，在议论文中考查，网上购物的优缺点。写作思路：主题句—网购的优点和缺点—我的观点
第三类，在应用文投诉信中考查，就自己购买的物品在质量（封面、内容、纸张、印刷等）、包装、数量或商家的服务态度等方面进行投诉。写作思路：交代写作目的—描述所购商品出现的具体问题—希望得到的结果（要求理赔的方案及途径）。
第四类，在说明文中考查，如：随着时代发展，描述购物方式的变迁。
II Useful expressions of shopping
1. 购物相关用语（Words and expressions related to shopping）
买卖Buying and selling sale卖 purchase 购买 order 订购，预定 make a bargain讨价还价 bargain with attendant和服务员砍价 exchange交换 on sale打折 sell out卖光 be all sold out /out of stock售空buy in group 团购 price tag价格标签 consume（vt.）消费 consumption（n.）消费 goods货物 相关人员 Related person a shop assistant商店营业员 shopkeeper店主，店经理 customer顾客 consumer消费者 场所Place shop商店 market市场 supermarket 超市 department store 百货商店 shopping center购物中心 mall室内购物中心 duty-free shop免税店 online store 网上商店 outlet市场；（一家公司产品的）销售点 second-hand store旧货店 counter柜台 cash desk付款处 支付Payment price价格 cost花费 pay付款 spend花费 charge 收费 charge sb. a fee of 500 yuan （向sb.）收500元的费用 discount 打折；折扣 offer a discount 打折 free of charge免费 down payment定金；（分期付款的）预付款项 cash现金 pay in cash以现金支付 credit card信用卡 pay by credit card通过信用卡支付cheque 支票 change零钱 yuan元 dollar 美元 pound英镑 penny 便士 pence是penny的复数 expense 花费，开销 fee费（如：会费、入场费、手续费等；付给律师、医生等的）服务费；酬金 a membership fee 会费 school fees学杂费 a license fee执照税 fare船/车费用；飞机票价 bus/taxi fares公共汽车费/出租车费 tax税 exchange rate （外币）汇率 receipt 收据 网上购物On-line shopping cyber ordering 网络订购 e-shopping 网上购物 deliver 运送/发（货物/商品） package包裹parcel（n.）包袱，包裹 wrap up包装express （美）特快发送，快运（邮件、包裹、钱、货物等） 其他 Other expressions fake products 假冒商品 be of poor/ high quality糟糕/优异的质量 poor service 糟糕的服务 avoid being cheated 避免受骗 a full refund on your rail tickets 你火车票的全额退款 effective and convenient 高效、方便 much to my disappointment 非常令我失望的是 convey/express one’s dissatisfaction表达不满 investigate the matter =look into the incident调查此次事件
2. 商品的具体信息（Detailed information about goods）
（1）Chinese knot 中国结 （2）These Chinese knots are about 5 inches long and 3 inches wide. 这些中国结大约有5英寸长，3英寸宽。 （3）The size of the Chinese knots is about 6 inches long and 4 inches wide, as large as our hands. 中国结的大小大约有6英寸长，4英寸宽，和我们的手一样大。 （4）They are of different shapes, such as diamonds, butterflies, flowers and birds. 它们形状各异，如钻石、蝴蝶、花朵和鸟。 （5）They are in the shape of diamonds. 它们是钻石形状的。 （6）They are red and orange in color, and made of silk threads, which make them look very beautiful. 它们有的是红色，有的是橙色，均用丝带做成，这让它们看起来格外漂亮。 （7）They are of different colors, but mostly are red. 它们有不同的颜色，但大多是红色的。 （8）In China, they are symbols of peace, unity and good luck. You can use Chinese knots as small gifts for friends or to decorate your room. 在中国，他们象征着和平、团结和好运。你可以用中国结作为礼物送给朋友或用来装饰房间。 （9）You know Chinese knots are very popular in China because they stand for reunion, peace and harmony. So they are used to decorate our houses. 你知道中国结在中国很受欢迎，因为他们象征着团圆、和谐与和平。所以它们被用来装饰我们的房子。 （10）They are 10 dollars each. 每个售价10美元。 （11）I guess some people may want to buy them. You can sell them at five dollars each. 我想有些人可能会买它们，你可以卖五美元一个。
3. 网上购物的优缺点（Advantages and disadvantages of shopping online）
（1）It is effective and convenient for you to do some shopping on the Internet because you needn’t go out of your home. 网上买东西既高效又方便，因为你不必出门。 （2）Besides, the large varieties of goods on the net are effortlessly comparable and easy to choose. 此外，网上商品种类繁多，易于比较和选择。 （3）But just as the saying goes, every coin has two sides. 但正如谚语所说，每个硬币都有两面, 万事均有利弊。 （4）Its negative aspects are also apparent. 它的消极方面也很明显。 （5）One of the disadvantages is that you have to spend extra money on the goods. 缺点之一是你必须在商品上多花些钱。 （6）And sometimes the incomplete payment system will result in revealing your personal information，which is not safe. 有时不完整的支付系统会泄露你的个人信息，这是不安全的。 （7）What is more，it is unsuitable for consumers to purchase the goods in eager demand on the net. 另外，它不适合消费者在网上购买急需的产品。
4. 投诉信相关用语 （Useful expressions about complaints）
（1）complain to sb. about sth. 向sb.投诉sth. make a complaint about sth. n.（c/u）complaint 抱怨，投诉 （2）I am writing this letter to make some complaint(s) about the shoes I bought from your store. 我写这封信的目的是就我在你们店里买的鞋子事宜进行投诉。 （3）There are some main reasons why I am not content with… At first, … What’s worse, … Eventually, … 我对……不满意有一些主要原因。首先，……更糟糕的是，……最后，…… （4）It’s bad to have received such poor service, and I believe I have every right to ask you to deal with this problem. 受到如此差劲的服务真是太糟糕了，我相信我有权利要求你处理这个问题。 （5）Please give me your immediate attention to this letter. 请及时关注这封信。 （6）I am looking forward to a satisfactory reply as soon as possible. 我期待尽快得到满意的答复。 （7）Thanks for your consideration. 感谢您（对我提出的建议）的考虑。 （8）I expect to receive another pair of better quality or the full refund of the shoes. 我希望贵厂可以更换一双较好质量的鞋或是全额退款。 （9）I sincerely hope that/It is my sincere hope that you will look into/investigate the matter/incident seriously and proper measures should be taken to prevent such an incident happening again. 我真诚地希望你能认真调查这件事情，以及采取恰当的措施防止类似事件再次发生。 （10）You will receive a full refund if you cancel the holiday.如果你取消假期，将会收到全额退款。 （11）I would appreciate it very much if you could take measures to deal with/solve the problem as soon as possible.你若能尽快采取措施处理这个问题，我将感激不尽。
范文1关于所购书籍质量问题的投诉（Shopping and Emotions）
假定你是李华，两周前你从网上订购了一套英语书虫系列读物，昨天才到货，且包装破损，数量不足。请就此向网店客服写邮件投诉。要点如下：1.介绍购物情况；2.反应存在的问题；3.提出解决方案。
注意：词数100左右。2.可适当增加细节，以使行文连贯。
参考词汇：投诉v. complain to sb. about sth. n. complaint
参考范文
To whom it may concern,
I’m one of your customers. I ordered a set of Bookworm Series on your website two weeks ago, but I didn’t receive them until yesterday. And much to my disappointment, the books were so poorly packed up that the cover of one book was torn. To make matters worse, it is not a complete set, as I found one book missing.
It’s bad to have received such poor service, and I believe I have every right to ask you to deal with this problem. I hope that you either return my money or deliver a new set of books to me. Besides, I’d like to be informed of the process of your dealing with my complaint.
I’m looking forward to your reply.
Yours faithfully,
Li Hua
Useful expression
I hope that you either return my money or deliver a new set of books to me.
我希望你可以把我的钱还给我，或者给我寄一套新的书。
范文2 关于所购数码相机的质量问题的投诉（Shopping and Emotions）
Dear Manager,
I venture to write to complain about the quality of the digital camera I bought last Friday at your store.
During the five days the camera has been in my possession, problems have emerged one after another. For one thing, the screen is always black, making the camera no different from a traditional one. For another, the battery is distressing as it supports the camera’s operation for only two hours. Therefore, I wish to exchange it for another camera or declare a refund.
I will appreciate it if my problem receives due attention.
Yours,
Li Ming
Useful expressions
1. venture vi 冒昧
2. refund n.退款
3. battery n.电池
4. distressing adj.令人烦恼的
5. operation n. 运行, 操作
6. in one’s possession 某人拥有
e.g. He had often see the knife in Peter’s possession.他常常看见皮特带着那把刀。
7. I venture to write to complain about the quality of the digital camera I bought last Friday at your store.
我冒昧给你写这封信，投诉我上周五在您商店里购买的数码相机的质量问题。
8. Therefore, I wish to exchange it for another camera or declare a refund.
因此，我希望可以换一个相机，否则我要求退款。
9. I will appreciate it if my problem receives due attention.
如果这个问题能够得到足够的重视，我将十分感激。
范文3投诉公交司机的不文明行为（Shopping and Emotions）
假定你是李华，你在上周日搭坐102号公交车，该公交车司机的不文明行为让乘客很愤怒。于是你向公交车公司写一封投诉信。要点如下：
1. 司机的不文明行为(大声讲话、紧急刹车、态度粗鲁等)；
2. 希望尽快查清此事。
注意：1. 词数100左右。2. 可以适当增加细节，以使行文连贯。3. 开头语和结束语已为你写好。
参考范文
Dear Sir,
I am Li Hua. I am writing to complain about one of your bus-drivers’ improper and rude behaviors.
Last Sunday, I was taking the No. 102 bus whose driver not only kept on talking with a man loudly but also drove very fast. So some passengers advised him to concentrate on driving, but he didn’t pay any attention. What’s worse, he drove even faster. Then another passenger couldn’t bear it, asking the driver to keep the passengers’ safety in mind. But the driver stopped the bus so suddenly that all the passengers nearly lost their balance. However, he didn’t apologize but said rudely “It’s none of your business.”
I sincerely hope you can investigate this incident and proper measures should be taken to prevent such an incident happening again.
Sincerely yours,
Li Hua
Useful expression
However, he didn’t apologize but said rudely “It’s none of your business.”
然而，他非但没有道歉，反而毫不客气地说“这不关你的事。”
Practice关于学校食堂存在的诸多问题的投诉（Shopping and Emotions）
假如你是李明，请你就本校食堂的情况给校长写一封信，涉及到的内容如下：
1.食堂的饭菜质量不好；2.价格偏高；3.就餐环境有待改善；4.服务也有待提高。
注意：词数120左右。
Dear Mr. President,
My name is Li Ming. I’m a senior student in our school. I venture to write to you about the canteen service on campus which has given rise to frequent complaints among students.
The focus of complaints is the poor quality of the food. The rice and buns are like stones and they are too hard for us to bite into and chew. And the vegetables are so overcooked as to lose their taste and maybe nutrients too. Moreover, the price of the food is unreasonably high. It costs us at least 20 yuan to have three meals a day in the canteen. Besides, the service of staff is not at all hospitable to us students. Finally, the environment of the canteen is to be improved. During mealtimes, the canteen is often crowded. Sometimes, we even cannot find free seats.
I’m looking forward to your reply. I will appreciate it if my problem receives due attention.
Yours sincerely,
Li Ming
Useful expression
1. I venture to write to you about the canteen service on campus which has given rise to frequent complaints among students. 我冒昧地写信给您是想投诉我校食堂的服务，同学们也经常抱怨食堂的服务。
2. The rice and buns are like stones and they are too hard for us to bite into and chew.
米饭和面包都像石头一样，它们太硬了，我们难以咀嚼。
3. And the vegetables are so overcooked as to lose their taste and maybe nutrients too.
并且，蔬菜煮得太久以至于口感不好，也可能会失去营养。
4. unreasonably adv.不合理地
5. Besides, the service of staff is not at all hospitable to us students.
另外，职员们对我们学生一点都不友好。
be hospitable to sb. 对sb.友好的/热情的