As an aside: I work at a call center where we're advised never to give a blunt response to customers. Often, when a customer is angry and asks things like, "So I should go back to the store and ask for a refund? Is that what you're saying?", I prefer not to bluntly say "Yes you should," but to circumvent it in the most diplomatic way, like "Actually, if you find that it is preferable for you, then I'd say yes, that would be the best course of action to follow." Also, instead of "No, we don't sell that," I respond "I'm afraid that won't be possible, ma'am, and I fully apologize for this unfortunate inconvenience."