We thank you for your letter of 1 March but feel really sorry to note your complaint about the carpet you purchased from us last month. The complaint that the carpet supplied by us had a big spot and its strands are coming out at one place has surprised us. Our items are premium ones manufactured with utmost care and skill by expert craftsmen and so we are rather confounded by your complaint. Therefore, we have instructed our representative to call on your residence to make an on the spot study of the defect in the carpet. He will call on you on 16th March in the afternoon to inspect the carpet.
We may assure you that customer’s satisfaction is our motto and want to help you in the matter. If your complaint is genuine and our representative confirms it, we shall be much pleased to send immediately a replacement carpet. Please be assured of our fullest cooperation in the matter to your entire satisfaction without any delay. We once again regret the inconvenience caused to you.