Dear Mr/Mrs/Ms (customer name),
We are contacting you in response to your (correspondence/phone call) on (date of complaint). We sincerely apologize for sending you an incorrect item in your order. A replacement order is on its way to you. We have also included a paid postage label for you to attach to the box containing the item you received previously and give it to the mailman.
We appreciate you doing business with us and hope that you would continue to do business with us. We do apologize for any inconvenience this may have caused. We assure you this won’t be of occurrence again.
Don’t hesitate to contact us if anything else arises. Thanks once again for your (correspondence/phone call).