Hi [Name],

Thank you for reaching out and for bringing this to our attention. I am sorry that you’re disappointed with [name of product/ service]. Could you please let me know what specific issues you’ve encountered? I’d love to help where I can and pass along your suggestions to our team, but I need just a bit more information before doing so.

I understand how it can be frustrating [to purchase a product/ sign up for a service] and not have it meet your expectations, so hopefully, we can get this sorted out for you. If not, I’ll be happy to issue you a refund.

Please let me know how you’d like to proceed.