Steve Gaines
It’s the worst answer you can offer a customer.  In any situation.
In other words, “I can’t make a decision because my boss/regional/company doesn’t allow/trust me to do so.”  Having robots is apparently preferable to listening and serving. Even worse the “our policy” line could be a wimpy excuse from a decision maker who isn’t confident enough or sure enough to deal with the issue head on.
It’s our policy. 
Something said without the realization that nobody cares about your internal “policies”.  A customer wants service or answers when there is an issue or a question.
One recent evening I witnessed this exact exchange in front of me while I waited to pick up a pizza in a Midwest town.
Cashier:  That’ll be $12.85.
Man: Wait, I left my $10 3-topping pizza coupon in the car.  I’ll go get it.
Cashier: Oh, you don’t need your coupon for that.  They’re all $10.
Man: OK, well then why is mine $12.85?
Cashier:  What did you order?
Man:  A large with sausage, pepperoni and extra cheese.
Cashier:  Oh, it’s because you ordered extra cheese.  See, if you’d have ordered a cheese lovers and THEN added pepperoni and sausage that’d be the $10 deal.  But since you ordered pepperoni and sausage and then added extra cheese, well, we have to charge you for the extra cheese.  It’s our policy.
He grudgingly agreed with an inquisitive look, then paid for and took his pizza.  I wonder if he’ll be back.  Or worse, who he might tell – in person or online – about this “policy”. 
What would you have done?