Adjusment Letter Sample for Wrong Delivery

Kolbn Company
64676 Perry St.
Chicago, Illinois 98858

Dear Mr. Audler,


Humbly receive our greetings. The Kolbn Company would like to thank you for trusting in its products. We received a letter from you claiming that you received the wrong shipment and for this we are truly sorry. Our team will work towards making sure that such circumstances will never occur again and that you will receive your ordered product as soon as possible. In this letter, we have, in detail, laid out what we will do to remedy the error.

From the details of your letter, it showed that we sent you a model XYZ mountain bike instead of model XZY of the same make. All the records in our database have shown that the model XZY should have been sent to you, but on further inquiry, we realized that one of our docking personnel made an error while loading the shipment. Instead of loading your bike model, he mistakenly loaded XYZ. This was a result of careless reading. Action has been taken on the employee that has committed the error and we have made sure that he never repeats such a mistake again.

On this note, we have increased and retrained our docking personnel. Before any commodity is shipped to its final destination, it has to pass several thorough checks and counts before it is docked. Furthermore, we have improved the robustness of our clearing system such that no commodity can be cleared from the shipment area before the senior sales supervisor has signed it off and made sure that the commodity being docked is well-addressed and it is the customer’s desired product.

We at the Kolbn Company understand the essence of this complaint, the disappointment you got after receiving the wrong shipment and the time and money you have expended to get back to us; and in order to show our deepest apologies caused by this wrong shipment and how much we value you as a customer, it was unanimously decided that we would ship the bicycle model to you free of shipment and courier charges. Within one week, instead of the normal three weeks, you will have received your shipment. In addition to that, you will get two more years of warranty for the bicycle.

We would like to reassure you that your desired commodity will be sent to you and you will be sure of enjoying the product for a long time. Once you have received the shipment, kindly get back to us for a confirmation. We highly value your response.

The Kolbn Company would like to thank you for trusting in its products and for being able to bear with us at such a time. For further inquiries, customer support and the purchase of more products from our company, please refer to our company website,

Yours faithfully,

Sales Representative Harriet Brown

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