When dealing with a complaining customer. . .

If you're unable to resolve the situation for any reason, inform them that "customer service may be better equipped to help you with this issue"

99% of the time they'll back pedal and act, rightfully so, like there isn't a problem.

Bonus Points

When they back pedal, respond with, "I didn't think it was that big of a deal either"

OR

Skip the back pedal by adding, "I can escort you to customer service if you don't think you're able to find it on your own."

Thank you for coming to my Heb talk