Accepting a complaint

Mr M Lebrun Manager Hypermarche Legrand 54 Route de Paris Lyon France Dear Mr. Lebrun, Thank you for your letter of 1 7 September referring to your order no. 252. We are glad to hear that the consignment was delivered promptly. We regret, however, that case no. 46 did not contain the goods you ordered. We have investigated the matter and find that we did make a mistake in putting the order together. We have arranged for the correct goods to be dispatched to you at once. The relevant documents will be mailed to you as soon as they are ready. Please keep case no. 46 and its contents until called for by our agents who have been informed of the situation. We apologize for the inconvenience caused by our error. Yours sincerely,		Useful phrases Line 4 We have investigated the matter and find that we did make a mistake in putting the order together. Line 6 We have arranged for the correct goods to be dispatched to you at once. Line 10 We apologize for the inconvenience caused by our error. Notes Para. 1 Identify the reference. Para. 2 Apologize for the mistake. Para. 3 State what action is being taken. Para. 4 Give instructions about the wrong goods. Para. 5 Apologize for the inconvenience caused.
Comments The supplier frankly admits to the mistake and apologizes. Steps are set out to remedy the mistake. The tone of the letter is apologetic yet businesslike.	Alternative phrases Line 6 We are shipping the correct goods immediately. Line 7 We will send the correct documents . . . Line 8 ... until our agents, who have been informed, call for it. Line 10 . . . the inconvenience our mistake has caused.