(I work for an online store that sells mostly shoes, bags, and other accessories. This particular Christmas, the weather conditions in the UK are so bad that almost all deliveries are delayed by several days.)

Me: “Hello, this is [name]. How can I help you?”

Caller: “My package still hasn’t arrived. I ordered it almost five days ago. This is an outrage!”

Me: “I apologize. All orders are currently delayed due to adverse weather conditions.”

Caller: “Are you telling me I paid 4.50 for shipping and you can’t even deliver them to me before the 25th? This is unbelievable!”

Me: “I apologize for the delay. We will of course refund all shipping and handling costs.”

Caller: “You don’t understand. I want my order now! It needs to be here before Christmas! My daughter asked for those shoes specifically.”

Me: “Your order will most likely not arrive before Christmas, but I can have a look if these particular shoes are available in any stores near you.”

Caller: “Are you kidding me? How am I supposed to get to the store? I’m snowed in!”