I was dying for somebody to say “forget about how we got here, I’m going to fix the problem right now & you’ll have your package tomorrow.”

No, wait – they did say that, they just couldn’t do it. Kinda like Seinfeld’s bit about the rental car company being able to take reservations, but not being able to actually hold cars for you…

People, systems, and businesses screw up. I’d have immensely more respect in a situation if someone on the other end of the phone would just say, “Sorry, we blew it, I have no excuse and I apologize”.

Of course, that rarely happens.