Dear (Put the recipient’s name and title i.e. Mrs., Miss, Mr., etc.)
We are very sorry to learn that the lorry carrying 30 kilos (mention weight/size) of crystal ware (mention product name) met with an accident (state any other reason), due to which some of the merchandise developed cracks or broke. We realise you urgently needed those articles at the inauguration of your new restaurant and we are sorry for the inconvenience caused.
Since the accident happened due to our driver’s fault, I would like to inform you that we will replace the goods as soon as possible. Please turn over the damaged goods to the driver at the time of delivery. We had the required goods shipped to our warehouse and, in all probability, you will receive the new crates by (state date).
Once again I apologise for the trouble and thank you for your cooperation.