Dear Valued Customer,
We would like to inform you that we received your message with regards to the problem of the parcel. We identified that the parcel shipped to you on (date) did not abide to our agreement dated (date).
We regret because we failed to meet your expectations.
We are aware that the time lapse already conforming to our agreement. However, we would like to ask favor to extend the time to (date) in order to replace the items with goods that conform to our agreement.
We are sorry for the inconvenience. Moreover, we are hoping to your favorable response.