Write a customer complaint resolution email for the following situation:

- **Nature of the complaint:** [late delivery / poor quality / billing error / rude staff / unmet expectation]
- **What happened (brief summary):** [describe the issue]
- **What resolution you are offering:** [refund / redo the work / discount on next service / personal follow-up call / other]
- **Customer's name:** [First name]
- **Tone:** [sincere and empathetic / professional and direct]

**Structure:**
1. Acknowledge the customer's experience specifically (do not be vague)
2. Sincerely apologize for falling short — avoid over-qualifying or blaming external factors
3. State clearly what you will do to make it right
4. Provide a direct contact for follow-up
5. Close warmly and invite them to give you another chance

Keep it under 200 words. Do not make promises you cannot keep.
Customer Complaint Resolution
