I Am Sorry You Are Displeased with the Substitute Item

Company Letterhead

{{company_name}}

{{company_address}}

Tel: {{phone}}

Email: {{email}}

Website: {{website}}

Date and Customer Information

{{date}}

{{customer_name}}

{{customer_address}}

{{customer_email}}

Subject Line

Subject: Regarding Your Recent Order - {{order_number}} and the Substitute Item

Salutation

Dear {{customer_name}},

Acknowledgement of Complaint

Please accept our sincere apologies regarding the substitute item received in your recent order, {{order_number}}. We understand that you were displeased with the replacement for {{original_item_name}} and would like to assure you that we take your feedback seriously.

Explanation (Optional)

We strive to always provide our customers with their requested items. In this instance, {{original_item_name}} was unfortunately unavailable at the time of dispatch due to {{reason_for_substitution}}. We made the decision to substitute it with {{substitute_item_name}} as we believed it was a comparable alternative to ensure timely delivery of your order.

Offer of Resolution

To resolve this matter, we would like to offer you the following options:

1. A full refund for the substitute item, {{substitute_item_name}}, amounting to {{refund_amount}}.

2. A credit voucher of {{credit_voucher_amount}} for your next purchase with us.

3. An exchange for the correct item, {{original_item_name}}, once it becomes available. We will arrange for collection of the substitute item and delivery of the correct item at no additional cost to you.

Please let us know which option you prefer by replying to this email or calling us on {{phone}}.

Reassurance and Future Commitment

We value your business and are committed to providing you with the best possible service. We are reviewing our internal processes to minimize such occurrences in the future and ensure greater transparency regarding item availability and substitutions.

Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve our services.

Closing

Sincerely,

Signature Block

{{your_name}}

{{your_title}}

{{company_name}}