Subject: We’re sorry about the faulty product delivered to you on [DATE]
Dear [CUSTOMER NAME],
Please accept my sincere apologies on behalf of my company [COMPANY_NAME] for the faulty product that was delivered to you on [DATE].
We strive for 100% customer satisfaction here at [COMPANY_NAME] and we are extremely sorry for not being able to stand up to the high standards you expect and rightly deserve.
We have sent you a new product in place of the faulty one and it should reach in the next few days. Kindly handover the old product along with the invoice and all packing material to the delivery personnel when the new product is handed to you.
We have investigated and found the reason that caused the issue and have taken a number of steps to make sure it doesn’t happen again. I thank you for your patience and hope that you will give us another chance to serve you.
If you have any questions or need help with the product please do not hesitate to contact me.