i'm afraid...we're not...responsible for...
i'm terribly sorry... for the...
we apologize... we reserve the right to...
phrases showing enthusiasm or surprise
- phrases when you heard some complain and problem...
would you like a replacement
would you like a refund
would you like us to repair it?
promising action
- i'll find out what happened and let you know
- i'll look into it and let you know
- i'll change it as soon as possible
refusing responsibility
- i'm afraid we are not responsible for damage in transit
- i'm sorry about this, but it's not our fault.
- i'm terribly sorry for the delay, but we are out of it.
- i apologize for the lost that you've suffered, but its not our obligation.