[Your letterhead, if desired; if not, your return address]
[Date of letter—month, day, and year]
[Recipient's first and last names]
[Street or P.O. box address]
[City, State ZIP code]
Dear [recipient's name]:
I understand that you placed an order with our company, Vitamins Unlimited, on June 15, 2011, which was shipped on June 16. I also understand that this shipment was damaged when it arrived to you, and I sincerely apologize for that. Per your conversation with our customer service department, we understand that two glass containers were broken. Thus, we will be sending replacements to you for these two items. You may discard the damaged items. We will be shipping the replacement items to you within the next two business days.
As I said, we wish to convey our apologies to you, and we thank you for your business and patience. Please let me know if there is anything else I can do to resolve this issue.
[Sender's first and last names]