Write a response to a difficult customer complaint

A customer has sent us a complaint. I need to write a professional, empathetic response.

The complaint: {{paste_the_customer_message}}

Context:
- What actually happened: {{describe_the_situation_from_your_side}}
- What we can offer: {{e_g_refund_replacement_credit_apology_on}}
- Tone of our brand: {{e_g_warm_and_direct_formal_friendly}}

Please write a response that:
1. Acknowledges the frustration without being defensive
2. Takes appropriate ownership
3. Clearly states what we're doing to resolve it
4. Ends on a positive, forward-looking note
5. Is under 150 words

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