Handling a Customer Complaint

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

我的订单已经等了三周了，而且没有人回复我的邮件。

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

非常抱歉。让我马上查一下。

It seems your parcel was sent to the wrong warehouse.

您的包裹好像被发错仓库了。

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

这太让人沮丧了。我这个周末的活动要用。

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

我完全理解。我会安排次日送达，不收取额外费用。

I'll also refund the original delivery charge.

我还会退还最初的运费。

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

谢谢。感谢您这么快就把问题解决了。