An email or letter of apology regarding defective goods. It gives an apology to customer and provides a preliminary assessment of the cause(s) of the defect. It also states the immediate steps to be taken regarding the defective goods.
Thank you for providing us with feedbacks on issues you have with our product. We agree with you that the quality of [Products] you have received is less than satisfactory and apologise for any inconvenient caused.
We are very concerned about the issue and have requested [our technician / the manufacturer] to look into it. [The preliminary assessment is that it is caused by [fault in the manufacturing process.]] / [The manufacturer insisted that the goods are of sufficient quality there is nothing wrong with them.]
[We are sending you replacements with improved quality [from a different manufacturer] immediately, which is expected to reach you by [date].]
[Please dispose of the unsold/return goods.] / [Please send us back the return/ unsold goods, and we will reimburse you for the freight charges.]
quality of product,
less than satisfactory,