Dear Yves Perry,
Appreciate you for your remarkable e-mail. I am very sorry about that rare accident. We will resend missing items under much cares and this time we will monitor the process to make sure that it will not happen again. Please let us know if you encountered any other problems, you have any complains or any suggestions. We are looking forward to hear from you again. We are writing this email in the hope that you will keep continue cooperating with us.
Sincerely
Benn