I Am Sorry You Are Displeased with the Substitute Item

Company Letterhead

{{company_name}}

{{company_address}}

Phone: {{phone}}

Email: {{email}}

Website: {{website}}

Date and Customer Information

{{date}}

{{customer_name}}

{{customer_address}}

{{customer_email}}

Subject: Apology Regarding Substitute Item for Order #{{order_number}}

Dear {{customer_name}},

Please accept our sincerest apologies regarding the substitute item you received in your recent order, #{{order_number}}. We understand your disappointment and are truly sorry that the alternative product did not meet your expectations.

Explanation and Acknowledgment

We understand that you had specifically ordered {{original_item_description}}. Due to unforeseen circumstances, we experienced a temporary stockout of this item. In our effort to fulfill your order promptly, we provided {{substitute_item_description}} as a replacement. We acknowledge that the substitute was not a suitable alternative for your specific needs, and for that, we deeply regret any inconvenience or frustration this may have caused.

Proposed Resolution

To address your dissatisfaction, we would like to offer the following options:

1. A full refund for the substitute item: We can process a refund of {{refund_amount}} to your original payment method. Please allow {{number_of_days}} business days for the refund to reflect in your account.

2. A replacement with the original item: Once {{original_item_description}} is back in stock (expected by {{restock_date}}), we can ship it to you at no additional cost.

3. A store credit: We can issue a store credit for {{store_credit_amount}} which you can use for future purchases with us.

Please contact us within {{response_days}} days at {{phone}} or {{email}} to let us know your preferred resolution.

Commitment to Improvement

We value your business and are continually striving to improve our service. Your feedback is invaluable in helping us achieve this. We have reviewed our internal procedures to minimize such occurrences in the future and ensure better communication regarding product availability and substitutions.

Conclusion

Thank you for your understanding and continued patronage. We hope to regain your trust and demonstrate our commitment to your satisfaction.

Sincerely,

Signature Block

{{your_name}}

{{your_title}}

{{company_name}}