I Am Sorry You Are Displeased with the Substitute Item

Letterhead

{{company_name}}

{{company_address}}

Phone: {{company_phone}}

Email: {{company_email}}

Website: {{company_website}}

Date and Customer Information

{{date}}

{{customer_name}}

{{customer_address}}

Salutation

Dear {{customer_name}},

Subject

Subject: Regarding Your Recent Order and the Substitute Item

Apology for Substitute Item

We are writing to sincerely apologize for the substitute item that was included in your recent order, {{order_number}}, placed on {{order_date}}. We understand that the item you originally requested, {{original_item}}, was not available, and we provided {{substitute_item}} in its place. We deeply regret any disappointment or inconvenience this may have caused.

Explanation (Optional)

There are times when, due to unforeseen circumstances such as {{reason_for_substitution}}, we may need to provide a substitute product to ensure timely delivery of your order. While we strive to avoid these situations, we occasionally face challenges in our supply chain that necessitate such decisions. We acknowledge that we should have communicated this substitution more effectively to you at the time of your order.

Assurance of Quality/Suitability (Optional)

We want to assure you that when a substitute is made, it is our policy to replace it with an item of equal or greater value and with similar functionality to the original product. We believed {{substitute_item}} would meet your needs as a viable alternative to {{original_item}}. However, we respect your right to be displeased with this decision.

Offer of Resolution

To address your dissatisfaction, we would like to offer the following resolution: {{resolution_option_1}} (e.g., a full refund for the item, a replacement with the original item once available, a store credit, or a discount on your next purchase). Please let us know which option you would prefer, or if there is another way we can make this right for you. You can contact us directly by replying to this email or by calling us at {{company_phone}}.

Commitment to Improvement

We value your business and your feedback is incredibly important to us. We are continuously working to improve our processes and communication to prevent similar situations from occurring in the future. We appreciate you bringing this to our attention and giving us the opportunity to rectify the matter.

Closing

Thank you for your understanding and continued support.

Signature Block

Sincerely,

{{your_name}}

{{your_title}}

{{company_name}}