Logistics - Responding request on tracking of shipment

Workplace English Conversation

Logistics assistant:Good afternoon, Mr Lee. How can I help you?
Customer:Good afternoon, Ms Rose. Um, I heard that our shipment of fresh fruits has been delayed for three days already and I'm really very worried about that. You know, our shop is opening in two days and we must have the best seasonal fruits ready, and all...
Logistics assistant:I understand your worry, Mr Lee. Let me just check.
Customer:Thank you. Please.
Logistics assistant:Yes, I can find the records. Your shipment’s in a cold storage, so the quality is not a big problem. Please don’t worry.
Customer:But, can I have them by the opening? I need to get something else, you know, if I can’t.
Logistics assistant:I'm very sorry to keep you waiting, Mr Lee. The airport’s already open, but we need to wait. There’re many aeroplanes waiting. It's very difficult.
Customer:The opening can’t wait. We've invited hundreds of guests. Ms Rose, I have to put up penalty on you if the shipment doesn't arrive by tomorrow.
Logistics assistant:I'm really very sorry, Mr Lee, but it's something we can’t control. We've paid for the cold storage already. We've done our best, Mr Lee. Would you like to speak to our manager?
Customer:Okay, maybe he can help.
Logistics assistant:I'm very sorry, Mr Lee. Please hold on a second. Let me get our manager to help.

職員：午安，李先生。我有甚麼可以幫你？
顧客：午安，Rose小姐。嗯，聽說我們這一批鮮果已延誤了三天，我真的非常擔心。你知道嗎，我們的店將在兩天內開幕，我們必須把最好的時令水果準備就緒，而所有……
職員：李先生，我理解你的憂慮。讓我查一下。
顧客：謝謝。
職員：對，我找到紀錄了。你的貨物存在冷藏庫內，因此質量應沒多大問題。請不要擔心。
顧客：但是，我可以在開幕前收到貨物嗎？如不可以，我得找替代品。
職員：李先生，很抱歉讓你久等。機場已經運作，但太多飛機了，我們仍需等候，要在開幕禮前收到貨物有點困難。
顧客：開幕是不能怠慢的。我們邀請了數百名的賓客。Rose小姐，若明天仍未到貨的話，我得向你們徵收罰款。
職員：李先生，真的很抱歉，但這是我們無法控制的事情。我們已繳付冷藏庫的費用，已盡力做到最好。李先生，你想跟我們的經理對話嗎？
顧客：好的，也許他能幫忙。
職員：很抱歉，李先生，請稍等。讓我請經理來幫忙。