RESPONDING TO JUSTIFIED COMPLAINT: DELAYED SHIPMENT

Dear Felix

Thank you for your call [DATE, ex. today]. I want to assure you that your satisfaction is my prime concern. Accordingly, please accept my apologies for our delayed shipment. As I mentioned to you, [STATE REASON, ex. the unexpected large volume of orders this season has resulted in several back orders.] However, I expect your order to be delivered on [DATE, ex. June 20].

Again, I apologize for the inconvenience this must have caused you. {OFFER INCENTIVE, ex. As I value your business greatly, please allow me to offer you a 5% discount on your next order.} Feel free to call me at XXX-XX-XX if you have any concerns you wish me to address.

Regards
Lydia