As a frustrated former employee, I’m so tempted to spill all their secrets. However, I’m just going to say this came from an Indian office. Hence, the weird syntax and deplorable grammar (worse than mine, anyway). Also, this was not a form letter, it’s way too specific. Form letters have to be approved by Legal in the American HQ, after having been edited, obviously -also, form letters are only used for standard complaints. The only time a letter is drafted from scratch, usually resulting in specimens for How Not to Write a Professional Letter, is if they need to do damage control, which means your complaint was probably escalated. And now that it’s been written about on social media, the aforementioned, “colleague who has assisted you previously”, bless his soul, is about to get the scolding of a lifetime and perhaps a warning. Hopefully, it’ll be the only error he’s made and he gets to keep his job for a few more months.

Also, you will either receive either another case of wine or a refund.