Mark the intonation. В is making definite statements, with a fall.
A: Can I help you?
В: I hope so. I have a complaint. I bought a pullover in your shop. It was a beautiful pullover, and very expensive.
A: What happened?
B: It was a present for a friend abroad. You said you could pack it, and post it for me. I was very pleased.
A: What’s the problem?
B: The parcel was damaged in the post. The paper came off. The pullover was spoilt.
A: Oh dear. I’m sorry the pullover was spoilt. But it happened in the post. So the Post Office are responsible.
B: The Post Office said that the parcel wasn’t properly packed. You are responsible.
A: We are very experienced at packing parcels. Lots of people send our pullovers as presents. We wrap up hundreds of pullovers. I’m sure our parcel was properly packed.
B: I’d like to speak to the department manager, please…
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Отметить интонацию. B делает определение заявления, с падением ударения.