Dear Mr ,
I am sorry to hear about the problems you have been experiencing with the order you placed with us on the 23rd January.
[1] I cannot as yet say who is at fault but I assure you there will be a full investigation.
[2] Moyra Brown, who is our production assistant, will contact you shortly to arrange pensation for the inconvenience that has been caused.
[3]I would like to apologise once more.
Yours sincerely,
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