Dear (Name),

My name is (Your Name), I am one of the Customer Representatives of (Company Name)

and have taken some time looking into why your item has failed to arrive on time.

We work very hard to get items to our customers on time, and this shows in our
feedback, and in many instances items arrive early, so I sincerely apologise that
you have been left waiting.

I have received response from our supplier who have advised that Royal Mail
attempted to deliver the item but unfortunately no one was there to accept the
delivery.

It was held in the Delivery Office - - - - - - and waited for someone to collect
the item.

After few days of waiting they return the item to our supplier.

This item is now on back order, and we have been informed that our supplier is
uncertain when will the item becomes available.

When you bought the item stock was ample, however stock levels change daily.
I am aware that this has now left you in an unfortunate situation being without the
item you have ordered.

There are two things we can do. If you are happy to let the item be sent out we can
check the stock again and also issue a discount of 10% for the inconvenience
caused.

Otherwise, if you prefer not to wait any longer we can fully refund your order.

Again please accept our apologies.

I will wait for your response.

Kind Regards,
Name - Customer Support (Company Name)