[This week/last week/...on 收到差评的日期]we received a review of [产品名] from you.
We check our product about the issue you referred to, and sent emails to other customers who purchased the product to check their items.
You’ve put your trust in us,and I understand how angry and disappointed you must feel. Although the error was out of control, words can’t express how deeply sorry I am for this issue.
Please reply us email by your Amazon account or just reply your delivery information, than we can send you a replacement to resolved the issue.
Again, please accept my deepest apologies. If you have any questions, please don’t hesitate to reach out to me directly at [邮箱地址]