Customer Complaint Explanation

{Date}

To:
{Name}
{Address}
{City, State, Zip}

Dear {Recipient},

Thank you for your feedback. Please accept my most sincere apologies for the mix-up that resulted in {incident}. Let me assure you that this was a simple misunderstanding between {office} and {office}.

We have recently been going through a {downsizing/transfer/etc.} within our company and our files have all been subjected to relocation. We strive to make everything run smoothly in this period of transition, but occasionally orders slip through the cracks. In order to avoid this problem in the future, we have implemented the following system: {system}. We assure you that this misunderstanding will not happen again.

We value your patronage and hope that you have not been unduly inconvenienced. As a thank you for your patience and understanding, we would like to offer you free shipping on your next purchase.

Thank you,

{Sender}