Shadowing Practice: Don’t Panic! How to Complain in English When Your Package is Missing - Learn English Speaking with Video
Choose a practice mode
Each mode opens a full-screen practice room.
296 sentences
If sentences are too short or too long, click Edit to adjust them.
1
Tom, are you still on hold?
2
It's been 40 minutes.
3
43. And if that song plays one more time, I'm going to scream.
4
Just stay calm.
5
You really need that package, right?
6
Lily, I told you.
7
It's a surprise.
8
Don't say what's inside.
9
Somebody might hear.
10
Who is going to hear?
11
It's a phone line.
12
Wait, wait.
13
Someone picked up.
14
Hello?
15
Hello?
16
Yes, hi.
17
My name is Tom, and I'm calling about my package.
18
It says delivered, but...
19
Here we go.
20
Hello, hello, and welcome to Daily English Talk.
21
I'm Lily.
22
And I'm Tom.
23
Yes, that was me on the phone yesterday morning.
24
Yes, I was on hold for 43 minutes.
25
No, I don't want to talk about the music.
26
Today we're learning phone English for a very real problem.
27
What do you say when you call customer service because your package never came?
28
I have a lot of experience with this one now.
29
And that's good news for you because Tom made every mistake so you don't have to.
30
By the end of this episode, you'll know the exact words to use when you call a company and something went wrong.
31
Before we start, if this is your first time here, welcome to the family.
32
Please hit that subscribe button and the little bell.
33
We upload a new English lesson every single day.
34
And if you've been with us for a while, thank you so much.
35
You're the reason we do this.
36
Okay, before we start, I have a question for you, our listeners.
37
Did you hear how
38
Tom kept whispering about the box?
39
He wouldn't tell me what's inside.
40
Not even now.
41
My lips are sealed.
42
So, what do you think is inside
43
Tom's missing box?
44
Think about it while we talk and tell us your guess in the comments.
45
Oh, I'm going to enjoy reading those.
46
Okay, Tom, start from the beginning.
47
What happened with the package?
48
So, I ordered it two weeks ago.
49
The website said it would arrive on Tuesday.
50
On Tuesday afternoon, my phone buzzed.
51
A message from the delivery company.
52
Your package has been delivered.
53
Great news, right?
54
Great news.
55
I ran downstairs.
56
I looked by the front door.
57
I looked in the mailroom.
58
I looked behind the big plant in the lobby.
59
Nothing.
60
Nothing at all?
61
Nothing.
62
So I opened the tracking page and there was a photo.
63
A photo of my package sitting on a porch.
64
So what's the problem?
65
Lily, I live in an apartment.
66
I don't have a porch.
67
And in the photo, the door was bright yellow and next to it there was a big pink flamingo statue.
68
A flamingo?
69
A flamingo!
70
Wearing little sunglasses!
71
Stop it.
72
I can't breathe.
73
I'm serious.
74
Somewhere in this city, there's a yellow door and a flamingo, and my box is sitting right there.
75
Okay, so you called the company?
76
Yes, and my first call was a disaster.
77
Let me show you.
78
Pretend you're the customer service agent, and I'll be me yesterday.
79
Okay.
80
Hello, thank you for calling QuickShip.
81
How can I help you?
82
Hey, my box is gone.
83
It's not here.
84
Where is it?
85
Sir, please slow down. Which box?
86
You see?
87
Too fast, no information, and a little bit rude without meaning to be. That happens to everyone.
88
When we're upset, our English gets messy.
89
The good news is, you can fix it with a few simple phrases.
90
And on my second call, that's exactly what I did.
91
So today, let's learn those phrases one by one.
92
Let's do it.
93
Okay, grammar time.
94
Today we have two small but powerful things.
95
First, how to ask politely with could you.
96
Why could and not can?
97
Good question.
98
Can you help me is okay with friends, but with a stranger on the phone, could you help me sounds softer and more polite.
99
Same meaning, nicer feeling.
100
So instead of check my order, I say...
101
Could you check my order, please?
102
Could you check my order, please?
103
Ah, that sounds so much better.
104
Here are more.
105
Could you repeat that, please?
106
Could you spell that for me?
107
Could you hold on a moment?
108
And the second thing?
109
The second one is for problems.
110
When something should have happened but didn't, we use hasn't or haven't with the past participle.
111
My package hasn't arrived.
112
I haven't received my refund.
113
Why not didn't arrive?
114
Great question, Tom.
115
Didn't arrive is also correct, but hasn't arrived tells the listener that the problem is still going on right now.
116
It's still missing.
117
That's exactly what you want to say to a company.
118
Oh, so hasn't arrived means I'm still waiting.
119
Exactly.
120
Try one, Tom.
121
Your package, but with hasn't.
122
My package hasn't arrived yet, and it's been two weeks.
123
Perfect.
124
Notice the word yet.
125
It goes at the end, and it's a very natural friend for hasn't.
126
It hasn't arrived yet.
127
Got it.
128
I'll never forget it because I said it about 50 times this week.
129
Okay, now for the phrases that saved
130
Tom's second phone call.
131
We have eight today.
132
Ready?
133
Ready.
134
Our first phrase is tracking number.
135
It's the long code that follows your package from the store to your home.
136
And the agent always asks for it first.
137
On my first call, I didn't have it.
138
I had to run to my computer, and I'm pretty sure I knocked over my coffee.
139
Of course you did.
140
So here's the tip.
141
Before you call, find your tracking number and keep it ready.
142
And the agent might say, could you give me your tracking number, please?
143
And you say, sure, it's 4729, and then you read it slowly, number by number.
144
Slowly is the key.
145
Phone lines are not always clear.
146
Phrase number two is the best way to start any call.
147
I'm calling about.
148
So after hello, you say, I'm calling about my order.
149
Yes, or I'm calling about a missing package, or I'm calling about a problem with my delivery.
150
It tells the agent right away what you need.
151
On my first call, I said, My box is gone.
152
Where is it?
153
On my second call, I said, Hello, my name is Tom, and I'm calling about a package that hasn't arrived.
154
And what happened?
155
The agent's voice changed.
156
She sounded so much friendlier.
157
She said, Of course, Tom.
158
I'd be happy to help you.
159
See?
160
Polite and clear.
161
That's the magic.
162
Okay, Tom, this one is a personal favorite of yours. On hold.
163
Forty -three minutes, Lily.
164
On hold means you're waiting on the phone and usually there's music.
165
And the agent can say, could you hold on a moment?
166
Or, can I put you on hold for a minute?
167
So what should the customer say?
168
Just say, sure, no problem.
169
Or, of course, easy and polite.
170
Except I said, please don't leave me alone with that song.
171
You didn't.
172
I did.
173
And the agent laughed, so I think it worked out.
174
Next, reference number.
175
This is different from the tracking number.
176
A reference number is a code the company gives you for your call or your complaint.
177
Why is it important?
178
Because if you call again, you don't have to explain everything from scratch.
179
You just say, my reference number is, and they can see the whole story.
180
On my second call, I asked, could you give me a reference number for this complaint, please?
181
Very smart, Tom.
182
I wrote it on my hand because I couldn't find any paper.
183
Then I washed my hands.
184
Tom!
185
I had to call back and ask again.
186
So write it on paper, my friends, not on your hand.
187
Phrase number five is a big one, to file a complaint.
188
It means to officially tell the company something went wrong and I want you to fix it.
189
Is complaint a bad word?
190
It sounds a little angry.
191
It isn't bad at all.
192
It's a normal word in customer service.
193
You can say, I'd like to file a complaint, please.
194
And you can stay very calm and polite while you say it.
195
Exactly.
196
The words are strong, but your voice stays friendly.
197
So I said, I'd like to file a complaint about my delivery.
198
The tracking says it was delivered, but I haven't received it.
199
Wow, that was really clear.
200
I practiced in the shower.
201
Of course you did.
202
Number six is for when the first agent can't solve the problem.
203
I'd like to speak to a supervisor.
204
Or could I speak to a manager, please?
205
I needed this one.
206
The first agent said, I'm sorry, sir, there's nothing I can do.
207
The system says it was delivered.
208
Oh, no. What did you say?
209
I took a deep breath and I said, I understand, but could I speak to a supervisor, please?
210
I'd like to explain the problem.
211
And what happened?
212
She said, of course, one moment.
213
And I got another 40 minutes of music.
214
Oh, Tom.
215
But the supervisor was really nice.
216
She listened to the whole story, even the part about the flamingo.
217
You told her about the flamingo?
218
It's an important detail.
219
Phrase 7.
220
Refund.
221
A refund is when the company gives your money back.
222
So I can say, could I get a refund or I'd like a refund, please.
223
Yes, and sometimes the company offers another choice, like sending a new package.
224
That's called a replacement.
225
Ah, the supervisor asked me, would you prefer a refund or a replacement?
226
And what did you say?
227
I can't say.
228
That's top secret.
229
Tom, you're impossible.
230
Okay, okay.
231
What I can tell you is this.
232
Don't answer too fast.
233
It's okay to say, could you give me a moment to think about that?
234
That's a great tip.
235
And our last phrase is a kind one.
236
Thanks for your patience.
237
Agents say it a lot.
238
It means thank you for waiting and staying calm.
239
And you can say it too.
240
At the end of the call, I said, Thank you so much for your help, and I appreciate your patience.
241
Aw, that's so sweet.
242
Remember, the person on the phone didn't lose your package.
243
They're a human being having a long day, just like you.
244
A little kindness can make a big difference.
245
I love that, Tom.
246
Honestly, that might be the most important lesson in this whole episode.
247
And you know what?
248
When I said thank you, she said, Tom, I'm going to personally look into this.
249
Oh, that's wonderful.
250
I'm still waiting for her call, though.
251
Don't worry.
252
The yellow door and the flamingo are out there somewhere.
253
Somewhere.
254
Okay, one quick practice.
255
I'll be the agent, and you say the line.
256
Ready?
257
Ready.
258
Thank you for calling Quick Ship.
259
How can I help you?
260
Hello.
261
My name is Tom, and I'm calling about a package that hasn't arrived yet.
262
I'm sorry to hear that.
263
Could you give me your tracking number, please?
264
Sure.
265
Could you give me just a moment?
266
I'd like to find it. Of course.
267
Take your time.
268
Okay, I have it.
269
It's 4729.
270
Thank you, Tom.
271
Let me put you on hold for just a minute.
272
Sure, no problem.
273
I'll just listen to the music. That was great, Tom.
274
Please, listeners, practice this one out loud, even if you're alone, especially if you're alone.
275
Now, we want to hear from you.
276
Have you ever waited for a package that never came?
277
Or maybe you had a problem with a company and had to call them.
278
Write a sentence in the comments using one phrase from today.
279
For example, I'm calling about a package that hasn't arrived yet.
280
We read the comments and it's the best way to practice.
281
Don't worry about mistakes.
282
We're all learning together.
283
And don't forget to leave your guess about what's inside my box.
284
Yes, please do.
285
I'm very curious, too.
286
That's all for today's episode.
287
Thank you so much for learning with us.
288
Thank you for listening.
289
If this lesson helped you, please give it a like and subscribe so you don't miss anything.
290
We upload a new English lesson every day, so there's always something new to practice.
291
Keep speaking, keep practicing, and don't be afraid of the phone.
292
You're doing better than you think.
293
Until next time, I'm Lily.
294
And I'm Tom.
295
See you tomorrow, everyone.
296
Bye.
Download App
Everything you need to speak fluently
AI PronunciationScore every sentence
IPA PracticeMaster every sound
VocabularyBuild your word bank
Vocab GameLearn while playing
Same Channel
C12
Stop Saying “You’re Wrong” at Work! Say This Instead | B1-C1
Business EnglishWorking Adults
B13
I Said Yes, and I Didn't Understand | ESL Airport English: Lost Luggage Conversation | A1–B1 Podcast
Travel EnglishWorking Adults
A22
Downtown New York Vocabulary - Slow and Easy English For Beginners
Travel EnglishWorking Adults
B15
ESL Speaking Practice | How I Shadow English Every Day | A1-B1
TeensDaily ConversationHigh School Students
B210
Introduce Yourself Better in English | Conversation Tips for Intermediate Learners
Business EnglishInterview EnglishDaily Conversation
A2How to Practice English Every Day and Speak Confidently | Easy Tips for Beginners
KidsTeensDaily Conversation
B13
Speak English in a Job Interview (Easy Conversation Practice) | A1–B1
Business EnglishInterview EnglishUniversity Students
A2STILL or YET? | English Podcast for Beginners | Learn the Difference Fast
KidsTeensDaily Conversation
B14
Social Media English for Beginners | Useful Words and Phrases | A1–B1
TeensDaily ConversationHigh School Students
B13
Childhood Memories in English | What Lily and Tom Remember
TeensDaily ConversationHigh School Students
B11
What Nobody Tells You About Daily Routine in English | Slow English Podcast for Beginners | A1-B1
Daily ConversationWorking Adults
B1🏆 Ready for the FIFA World Cup? Learn Stadium Vocabulary Now
Travel EnglishTeensDaily Conversation
B11
Ordering Fast Food in English | Real Restaurant Conversation Practice | ESL A1-B1
Travel EnglishTeensDaily Conversation
B11
FOR or SINCE? | Stop Making This Common Mistake
Daily ConversationHigh School StudentsUniversity Students
B11
Emotions in English | Natural Speaking Practice for Everyday Conversations
KidsTeensDaily Conversation
B12
30 English Sentences You Need Right Now | Speak English in 10 Minutes | A1–B1
Travel EnglishTeensDaily Conversation
B1ESL May vs Might vs Perhaps vs Often | How to Talk About Possibility in English | A1-B1 Podcast
Daily ConversationHigh School StudentsUniversity Students
B13
English Speaking Secrets | How Native Speakers Talk About Their Routines
Daily ConversationHigh School StudentsUniversity Students
A21
How to Ask for Directions in English For Beginners | Slow Easy English Podcast
KidsTravel EnglishTeens
B12
Build Good Habits 🎯 Learn 10 English Words & Phrases | Slow English Podcast
Business EnglishDaily ConversationHigh School Students
FOR YOU
Recommend Video
B11
20 sentences
Amazon Sent The Wrong Package, Can You Keep It?
Daily ConversationWorking Adults
B11
118 sentences
Speaking Practice Lesson | Tell A Great Story in English
Daily ConversationWorking Adults
A22
137 sentences
Trapped in an Airport Elevator😱What Did He Do?😨🛗Slow English Story😱Lithu Daily English😳
Daily ConversationWorking Adults
B11
208 sentences
EnglishPod (B0007)
Daily ConversationWorking Adults
B11
81 sentences
1. Exercise 1 - City Transport Lost Property Enquiry
Daily ConversationWorking Adults
B131
30 sentences
Working from Home: The Video Call Goes Wrong
American AccentBusiness EnglishDaily ConversationWorking Adults
B11
374 sentences
English Podcast for Easy English Conversation | How to Use CAN, COULD, and WOULD | Learn English
Daily ConversationWorking Adults
B129 sentences
Explaining Why You Missed the Doorbell 🔔 | Daily English Conversation | B1 Speaking Practice
Daily ConversationWorking Adults
B11
420 sentences
Can You Understand This Real English Story? A Day Without a Phone | Slow English Listening Practice
Daily ConversationWorking Adults
B11
30 sentences
Where's My Parcel? Reading Out a Tracking Number
American AccentBritish AccentDaily ConversationWorking Adults
B1305 sentences
KAREN ACCUSES Mexican Neighbor Of STEALING | Dhar Mann Bonus!
Daily ConversationWorking Adults
A22
551 sentences
Hotel Check-in & Problems - Slow and Easy English For Beginners
Daily ConversationWorking Adults
Vocabulary and speaking notes for this lesson
This speaking lesson is built on the video “Don’t Panic! How to Complain in English When Your Package is Missing”. The speaker keeps coming back to these words: Tom, package, agent, calling, phrase. This video has 296 sentences and 2046 words to shadow. The speech runs for 13:20. The speaker talks at a natural 153 words per minute, close to everyday conversation. 85% of the words are among the 3,000 most common in English; the rest is worth studying before you start. 51 of its 296 sentences are questions, so it is good practice for question intonation and short answers.
Key vocabulary in this video
15 words from the video worth learning, with pronunciation and meaning:
| Word | Pronunciation | Meaning |
|---|---|---|
| package noun | /ˈpæk.ɪd͡ʒ/ | Something which is packed, a parcel, a box, an envelope. |
| arrive verb | /əˈɹaɪv/ | To reach; to get to a certain place. |
| phrase noun | /ˈfɹeɪ̯z/ | A short written or spoken expression. |
| complaint noun | /kəmˈpleɪnt/ | The act of complaining. |
| refund noun | /ɹɪˈfʌnd/ | An amount of money returned. |
| lesson noun | /ˈlɛs.ən/ | A section of learning or teaching into which a wider learning content is divided. |
| supervisor noun | /ˈsupɚˌvaɪzɚ/ | A person with the official task of overseeing the work of a person or group, or of other operations and activities. |
| polite adjective | /pəˈlaɪt/ | Well-mannered, civilized. |
| listener noun | /ˈlɪs(ə)nɚ/ | Someone who listens, especially to a speech or a broadcast. |
| replacement noun | /ɹɪˈpleɪsmənt/ | A person or thing that takes the place of another; a substitute. |
| breathe verb | /bɹiːð/ | To draw air into (inhale), and expel air from (exhale), the lungs in order to extract oxygen and excrete waste gases. |
| patience noun | /ˈpeɪ̯.ʃəns/ | The quality of being patient. |
| subscribe verb | /səbˈskɹaɪb/ | To write (one’s name) at the bottom of a document; to sign (one's name). |
| upload verb | /ˈʌpˌloʊd/ | To transfer data to a computer on a network, especially to a server on the Internet. |
| porch noun | /pɔɹt͡ʃ/ | A covered entrance to a building, whether taken from the interior, and forming a sort of vestibule within the main wall, or projecting without and with a… |
Phrasal verbs you will hear
| Word | Pronunciation | Meaning |
|---|---|---|
| knock over verb | To bump or strike something in such a way as to tip it. | |
| pick up verb | To lift; to grasp and raise. | |
| slow down verb | To decelerate. | |
| work out verb | /ˌwɝk ˈaʊt/ | To calculate. |
Sentences worth repeating
Short, complete lines from the video that you can reuse in everyday conversation:
- Tom, are you still on hold?
- How can I help you?
- Could you check my order, please?
- Could you repeat that, please?
- Could you spell that for me?
Grammar in this video
The structures the speaker uses most, with the exact words from the video:
| Structure | In the video |
|---|---|
| Present perfect have/has + past participle — a past action that still matters now | It's been · you've been · has been delivered |
| Passive voice be + past participle — the focus is on what happens, not who does it | are sealed · has been delivered · was delivered |
| Possibility with “might / may” might/may + verb — something that is possible but not certain | might hear · might say · might be |
| Superlatives the -est / the most … — the top or bottom of a group | the best · the most important |
Pronunciation to watch
The speaker uses 84 contractions and reduced forms, such as I'm, don't, hasn't. Say them the short way, as you hear them.
- The “sh” and “zh” sounds: patience /ˈpeɪ̯.ʃəns/, wash /wɑʃ/
- Long words — get the stress right: supervisor /ˈsupɚˌvaɪzɚ/, participle /ˈpɑɹtɪˌsɪpəl/
How to practise with this video
- Listen to the whole video once without speaking and note the words you do not know.
- Start at 0.75× speed, shadow it sentence by sentence, then go back to normal speed once it feels easy.
- Record yourself and compare with the original, paying attention to words like package, arrive, phrase.
What is the Shadowing Technique?
Shadowing is a science-backed language learning technique originally developed for professional interpreter training and popularized by polyglot Dr. Alexander Arguelles. The method is simple but powerful: you listen to native English audio and immediately repeat it out loud — like a shadow following the speaker with just a 1–2 second delay. Unlike passive listening or grammar drills, shadowing forces your brain and mouth muscles to simultaneously process and reproduce real speech patterns. Research shows it significantly improves pronunciation accuracy, intonation, rhythm, connected speech, listening comprehension, and speaking fluency — making it one of the most effective methods for IELTS Speaking preparation and real-world English communication.