Dear ;

I have received your letter of [date] regarding the replacement of [product] (Invoice No. ).

I regret to hear that you were unable to replace the damaged [product] that we received on [date] because this model was out of stock. The alternative model you suggested, however, would not fit our needs.

We will have to search elsewhere for these [product] but hope to deal with you again in the future.

Sincerely yours,

[name]

[title]