Dear Abigail, 

I am so sorry to hear about the issue you encountered with your order. It is unacceptable that you did not receive the product as expected and I would like to apologize on behalf of our company. Customer satisfaction is our top priority, and I assure you that we are doing all we can to resolve the problem as soon as possible. I understand that this is an inconvenience for you and I want to assure you that we will do our best to make sure this does not happen again.

Thank you for your patience and understanding.

Sincerely,
[Your Name]
Nome cliente: Abigail
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