Topic: bad news letter

Business Communications.
Mr. Dunford,
I received your letter and I apologize that I took time before getting back to you. I would like to thank you for reaching out us as we value our customer feedback. I took the liberty to search for your contacts in our company database and unfortunately, I couldn’t find you. Therefore, am unable to confirm or tell whether you got it from our store. I would also like to point out that only Simpson tools have a lifetime replacement policy and the grass trimmer which you’ve mentioned here had a strict warranty of one year which you may have failed to understand that while at the time of the purchase and since its 15 years old, am afraid we don’t have parts for it anymore. Therefore, as the manager of Simpson Hardware, I want to regretfully inform you that am not in position to send you another as you’ve requested.
Nonetheless, I can order the parts for you and have them delivered at your given address from another business supplier but at a cost of $17.65 plus $5.00 for shipping and handling. I will personally make the purchase to ensure they will be no inconvenience on your part if you write me the check to cover all costs. Delivery takes place in about three to four weeks. If you decide to get a new grass trimmer, you can take a look at some of the new models of grass trimmers currently available in the market on our website Gosimpson.com. But if you can find time and come to our stores, we will be happy to assist you looking and finding a trimmer that suits your needs. We thank you for taking time to write us and we look forward to hearing from you.
Manager Simpson hardware,
Box 3127
Waterloo Iowa, 50136