Describe a negative experience and how you managed to turn

I used to work as a Customer Assistant for Sainsburys. A customer came into the store and complained that a pair of hair straighteners, she had bought stopped working after a couple of weeks. She was very upset, as she had bought this for her daughters birthday. After checking our stock, I realised that we had no straighteners in store for an exchange. I explained this to her and offered to give her, a refund