“We made a number of mistakes here, and my team and I have since been in touch with this customer to both apologize and provide a more appropriate and comprehensive response to the issues raised.
It was unfortunate that the first sofa was water damaged in transit, sometimes things like that happen that are beyond our control. However, we could and should have handled everything from that point on much better.
I would obviously rather these situations did not arise in the first place, but I hope that our attention and actions in the last 48 hours have gone some way to make up for these issues.
Director of Marketing