Dear Mr Mendez

We would like to thank you for informing us of the problem with our consignment under order No… of
tubular steel garden furniture.
On going into the matter, we find that the damage appears to have happened while the goods were being
transported. We would like to point out clearly that our goods were not old stock. You can rest assured
that we would contact the shipping company without delay to settle this problem satisfactorily. We are
pleased to accept the goods carriage forward and the refund will be sent to you by banker’s draft upon
receipt of the damaged goods.
Finally, may we say that this was an exceptional mistake and is unlikely to occur again. Please accept our
many apologies for the trouble caused to you by the error.
Yours sincerely

Dear Mr Lotti
We would like to thank you for informing us of the problem with our shipment of … under order No…
As we are sending our orders promtly, we think that there appears to have been some confusion in our
addressing system, resulting in the consigment having been delivered to your factory address instead of
your administrative one. We have now adjusted our database and we could assure you that similar delays
will never happen in the near future and your orders will be given our best attention.
We are willing to allow you a 5% discount off ordered price as a compensation for this inconvenience.
Please accept our many apologies for the trouble caused to you by the error. We would forward to hearing
from you soon.
Yours sincerely
Hirio Toda
Sales Manager