【正文】
this was due to the breakdown of our packing machine.In the meantime I regret the disappointment you were caused. As a gesture of goodwill, I have pleasure in refunding the cost of the pencils. And enclose a gift voucher that you can use in our London branch.Thank you for bringing this matter to our attention. I hope any further purchases you many make at our stores will be up to our usual high standardsYours sincerelyPaul HarveyCustomer Relations.