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.