Hi {{ Name }},
Thanks for reaching out and letting me know about your experience with us. I’m (very) sorry you had to face this issue. This is definitely not what we want for you. I get why you’re upset, and I’m here to fix it.
Here’s the plan:
{{ Briefly explain what’s being done to solve their issue }}. I’ll get back to you by {{ Date }} to confirm everything’s sorted.
If you prefer a call to go over things, just let me know. I want to make sure we get this resolved quickly and to your satisfaction.
Thanks for your patience,
{{ Your Signature }}