The IELTS Speaking test consists of three parts: Introduction, Cue Card, and Discussion. For the cue card section, you’ll be given a topic to speak about for up to 2 minutes. One common topic is “Describe a Problem While Shopping Online.” Below, I’ll provide a structured approach to answering this question, along with model answers and follow-up questions for Part 3.

Describe a Problem While Shopping Online – IELTS Speaking Part 2: Cue Card

You will be given a cue card with questions to prompt your answer. You will have one minute to think and then speak for a maximum of two minutes. Here is how you can organize your answer:

Describe a Problem While Shopping Online

·         When did it happen?

·         What Did You Buy?

·         What Problem Did You Face?

·         Explain how you felt about the experience shopaholic person

When did it happen?
It happened a few months ago, during a weekend shopping spree on an online platform that I regularly use. I tend to shop quite often, especially for clothing and electronics, so this was just another one of my usual shopping days.

What Did You Buy?
On this occasion, I was looking for a new pair of shoes and a trendy jacket. I found a perfect pair of sneakers and a stylish leather jacket from a brand I trust, so I added them to my cart without hesitation.

What Problem Did You Face?
After completing the purchase, I received a notification that my order had been processed, but a few days later, I checked the tracking information, only to find that my order was delayed indefinitely. It was frustrating because the website had promised quick delivery, and I had planned to wear the new shoes for an upcoming event. I even tried reaching out to customer support, but their response was slow, and I never received a clear answer as to when I would actually receive my items. To make matters worse, the shoes I had ordered were no longer available in my size when I tried to reorder them.

Explain how you felt About the Experience
I felt really disappointed and annoyed by the whole situation. As someone who shops frequently online, I expect a smooth, hassle-free experience, especially when it comes to timely deliveries. The delay was frustrating, and not being able to get in touch with customer service quickly only added to the frustration. The whole experience made me second-guess whether I wanted to continue shopping from that platform, even though I had always had positive experiences before. This incident reminded me that, despite the convenience of online shopping, things don't always go smoothly. It was especially frustrating because I rely on these platforms to save time, and this problem only wasted my time.

Follow Up

What Kind of Customer Service is Good According to You?
Good customer service, in my view, is characterized by quick response times, clear communication, and genuine empathy. Efficient problem-solving is crucial, with agents offering practical solutions rather than excuses. A friendly, understanding tone goes a long way in making the experience more pleasant. Additionally, multiple channels for support and proactive follow-ups ensure accessibility and satisfaction. Ultimately, great customer service makes customers feel valued, heard, and supported, fostering trust and loyalty. When these elements are in place, it elevates the entire shopping experience and encourages long-term patronage.

What are the differences between Shopping Online and Offline?
The key difference between online and offline shopping lies in convenience and experience. Online shopping offers unmatched ease, allowing browsing and purchasing from anywhere, often with a wider selection and the ability to compare prices effortlessly. However, it lacks the immediate satisfaction and tactile experience of offline shopping, where products can be seen, touched, and tried on in person. Offline shopping also provides instant gratification and easier returns. While online shopping is more efficient, offline shopping offers a more personal, sensory experience with direct customer service and immediate product availability.

What Should One Do After Facing Such Issues While Shopping Online?
If you face issues while shopping online, first assess the problem and check the website’s FAQ. Contact customer support with relevant details and document all interactions. For payment issues, check your payment method and contact the provider if needed. If necessary, request a refund or return following the store's policies. Escalate the issue if customer support is unhelpful, and consider filing a dispute through your payment service. Finally, leave a review and know your consumer rights for further protection.

Check out other IELTS speaking cue card topics

Describe an invention that is useful in daily life

Describe a crowded place you have been to

Describe a product you bought, but returned

Describe a successful businessperson you know

Describe a successful business person you admire

Describe a time when you were stuck in a traffic