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}}

**Subject: Regarding Your Recent Inquiry about a Substitute Item – Order #{{order_number}}**

Opening and Acknowledgment of Complaint

Dear {{customer_name}},

Please accept our sincerest apologies regarding your recent experience with the substitute item provided for your order, reference number {{order_number}}. We understand that you were displeased with the replacement for {{original_item_name}} and we are truly sorry for any inconvenience or disappointment this may have caused.

Your feedback is important to us, and we appreciate you bringing this matter to our attention.

Explanation of Substitution

We occasionally need to substitute items when the original product ordered becomes unexpectedly unavailable. Our intention is always to provide a suitable alternative to ensure timely fulfilment of your order. In this instance, {{substitute_item_name}} was provided as a replacement for {{original_item_name}} due to {{reason_for_substitution_e.g._unexpected_stock_shortage,_discontinuation_of_product}}.

We recognise that the substitute may not have met your expectations, and for that, we apologise.

Proposed Solution or Resolution

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

1. **Full Refund:** We can process a full refund for the substitute item, amounting to {{refund_amount}}, which will be credited to your original payment method within {{number}} business days.

2. **Replacement with Original Item (if available):** If {{original_item_name}} is now back in stock, we would be happy to send you the correct item at no additional charge, and arrange for the return of the substitute item.

3. **Store Credit:** We can issue a store credit for {{credit_amount}} that can be used towards future purchases with us.

4. **Alternative Substitute:** Based on your feedback, we can recommend and send you an alternative substitute item, {{alternative_substitute_item_name}}, at no additional cost.

Please let us know which option you would prefer by {{response_date}}.

Apology and Reassurance

We are constantly working to improve our service and minimise the need for substitutions, and when they are necessary, to ensure the alternatives are of comparable quality and suitability. Your experience will help us refine our processes.

We value your business and hope to regain your trust. We are committed to providing you with the best possible service and products.

Call to Action and Contact Information

Please do not hesitate to contact us directly at {{phone_number}} or reply to this email if you wish to discuss this matter further or have any questions. Our customer service team is available from {{business_hours}} on weekdays to assist you.

We look forward to hearing from you and resolving this to your complete satisfaction.

Closing

Sincerely,

Signature Block

{{your_name}}

{{your_title}}

{{company_name}}