Apologising: I'm so sorry to hear that., Oh dear. I must apologise., I'm sorry for the inconvenience., Please accept our apologies., Complaining: I'd like to make a complaint., Excuse me. I'm really not very happy with this., I've got a problem with something I bought., I'm afraid there seems to be something wrong with this., Giving reasons: I'm afraid this happened because..., Unfortunately, this was unavoidable due to..., We have been very short-staffed this week., The reason for the delay is the bad weather..., Taking action: Leave it with me and I'll see what we can do., Let me see if the manager's available., I will send someone to talk to you., Would you like to exchange of get a refund?,

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