Complaint Response (Email)

Write a customer service email response for this situation:

**Channel:** Email
**Customer sentiment:** {{sentiment}} (e.g., frustrated, angry, disappointed)
**Issue:** {{issue_description}}
**Customer history:** {{customer_context}} (e.g., "loyal customer for 3 years", "first-time buyer")
**Our policy:** {{relevant_policy}}
**Resolution options available:**
1. {{option_1}}
2. {{option_2}}

Tone: {{brand_tone}} (e.g., empathetic and professional, warm and casual)

Structure the response as:
1. Acknowledge their frustration specifically (reference their exact issue)
2. Take responsibility without blame-shifting
3. Present the resolution clearly
4. Set expectations for timeline
5. Close with a commitment to their satisfaction

Keep under 200 words. Do not use phrases like "I understand your frustration" — be more specific.