Dear Mrs Batt,
Firstly may we apologise for the delay in responding to your complaint and also for not following your delivery instructions.
It is company policy to attach notes to any order with special delivery instructions but on this occasion for some reason it was overlooked and we sincerely apologise for that. We have since taken steps to try and stop this happening again.
We hope this has not deterred you from shopping with us again.
Thank you for your custom,
Reynolds Furniture Store