Ok it was close to Xmas but it was to be delivered before it; had all teh emails etc giving delivery day ...and parcel just didn't arrive! No explanation, no apology...now no idea when it might arrive.
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Thank you for taking the time to discuss your feedback with me today. I'm sorry to hear of the issue you had regarding your delivery and as discussed I will look into this further for you and make sure steps are put in place to rectify this happening again.
I would like to reassure you that this is not our normal level of service. I hope you will use us again and give us the opportunity to show you our usual high standards.