Hello {{ Name }},
Thank you for reaching out and letting me know about the trouble you’ve experienced with {{ Brief Description of the Issue }}.
This is definitely not up to our standards, and I’ve passed this along to our team to make sure it won’t happen again.
In addition, here’s what I can do to make it up to you: {{ Compensation }}.
I’m (very) sorry for the inconvenience this caused. Please let me know if there’s anything else we can do to help.
Warm wishes,
{{ Your signature }}