Dear

Your letter of (date) has been received, and we were
very sorry to hear about the problem you experienced with
our (product)

We maintain rigid inspection standards, but occasionally
an imperfection does slip by, as it unfortunately did in
the case of your (product) .

We have entered a replacement order to be shipped to you
at once. Your satisfaction is extremely important to us
and we apologize for the inconvenience you have been
caused.

Thank you for purchasing our products.