Dear Ms/ Mr [Recipient’s full/last name]
We’re sorry to hear of your less than satisfactory experience with [Company] and hope you will accept our sincerest apologies. Being know for our qualified service, it came as a surprise, and we would like to make things right.
We will be reaching out soon and you should get a email from Jane Mandy to determine if it's essential for you to send a confirmation so as to get your credit for your disapproval .
If you prefer, you can also contact us directly at 123-456.
We value our customers opinions and would like to thank you for bringing this to our attention.
Yours sincerely,
[Company name and/or position - optional]