It looks like we may have made a mistake.
I see why this is frustrating for you.
I know this has been inconvenient for you so please let us fix it.
I'll keep you posted.
I totally understand your frustration at being sent the wrong order last week.
Would you like a replacement or a refund?
Maybe we can send you a new one.
Please give me some time and I will try to make it right.
I must apologize but this is against our company policy.
I really wish that I could help you but this is out of my hands.
I am sorry, but I cannot give you the requested refund.