Handling a Customer Complaint

I've been waiting three weeks for my order, and nobody has replied to my emails.

我的訂單已經等了三個星期，而且沒有人回覆我的電子郵件。

I'm really sorry about that. Let me look into it straight away.

真的很抱歉。我馬上幫您查一下。

It seems your parcel was sent to the wrong warehouse.

您的包裹似乎被送到錯誤的倉庫了。

That's very frustrating. I needed it for an event this weekend.

這真的很令人火大。我這個週末的活動要用。

I completely understand. I'll arrange next-day delivery at no extra cost.

我完全理解。我會安排隔日送達，不另收費用。

I'll also refund the original delivery charge.

我也會退還原本的運費。

Thank you. I appreciate you sorting it out so quickly.

謝謝。感謝您這麼快就把問題處理好。