Subject: Re: Order #1234 - Missing Item
Dear Jane,
I am so sorry to hear that the blue ceramic vase was missing from your order #1234. I completely understand how disappointing and frustrating this must be, especially since the vase was meant to be a gift for a birthday this weekend. Please accept my sincere apologies for this error and the inconvenience it has caused you.
I want to assure you that this is not the level of service we strive to provide to our valued customers like yourself. I am going to do everything possible to make this right. Here are the steps I am taking to resolve this for you:
I have placed a new order for the blue ceramic vase to be shipped out to you today via overnight express shipping at no additional cost to you. You should receive it by tomorrow (Friday) so that you will have it in time for the birthday party this weekend.
I have processed a full refund for the cost of the vase back to your original payment method. You should see this credit within 1-2 business days.
I have also issued you a $50 gift certificate code (JANE50) which you can use on any future purchase as a goodwill gesture for the inconvenience and to thank you for your loyalty and continued business over the years.
Please let me know if you do not receive the replacement vase by end of day Friday and I will follow up with the shipping carrier. You can also contact me directly at 555-123-1234 if you have any other questions or concerns.
Jane, thank you so much for bringing this to our attention and allowing us the opportunity to fix our mistake. I am deeply sorry again for the frustration and inconvenience this has caused you. We truly value your business and I hope that the above resolution demonstrates our commitment to your satisfaction.
Please let me know if there is anything else I can assist with. I appreciate your understanding and patience.
Best regards,
Lisa Customer Service Manager Amazing Store Inc. 555-123-1234 [email protected]
