A: Hello, how can I help you?
B: I'm calling about your delivery service.
A: What seems to be the problem?
B: The delivery was scheduled to arrive over an hour ago.
A: Your cake has not arrived?
B: No, and I am very disappointed.
A: I'm sorry about that; we're a bit behind schedule.
B: You know I needed that cake an hour ago.
A: I understand. I'm sorry for the inconvenience.
B: Will the delivery man be here soon?
A: Yes, he will. And he will refund you the delivery fee.
B: Alright. Thank you.