Allow me to begin by offering my sincere apologies on behalf of our courier, for the poor service you have received.
Please rest-assured that measures have been put in place to ensure this does not happen again.
Allow me also to thank you for your feedback. Whilst we welcome all feedback from our customers, negative comments are particularly welcome, as they help us to pinpoint specific problem areas, and to ensure such these issues are erradicted. Sincere apologies again.