A customer with a damaged backpack asks to exchange it for a new one. Which response is least appropriate?

• A. Would you like to exchange the backpack for the same style or choose something different?
• B. Tell me what you're looking for in a backpack.
• C. I'm sorry you've had this problem. I will help you choose a new item.
• D. No one has ever returned one of these before. They are known for being durable.

Answer: (D)

When handling a damaged item and an exchange request, the key is to acknowledge the issue, show empathy, and guide the customer toward a practical resolution that respects store policy and builds trust.

The least appropriate response is the one that claims no one has ever returned this item and asserts its durability. This comes off as dismissive and defensive, denying the customer's experience instead of validating it. It shifts the burden away from helping the customer and toward contradicting their problem, which can damage rapport and erode confidence in the service. A better approach would acknowledge the issue, express sympathy, and offer to help find a suitable replacement or explain the exchange options.

The other responses fit better because they focus on supporting the customer: apologizing for the problem and offering to help choose a replacement shows care, and asking what features the customer wants in a backpack invites the customer to share needs so you can guide them to a satisfying option.