Hello! How can I help you?
I'd like to return this pair of shoes.
Is there something wrong with them?
Well, yes. As you can see, the buckle is loose.
Yes, it certainly is.
And that ' s not all. There ' s a scratch right here on the back of the heel.
I'm really sorry about this. Would you like a refund?
Actually, I'd rather exchange them for another pair.
