First of all I would like to say thank you for remind me about your order. You are very important client for us and we are always glad to see your orders in our sheet of orders. But our company has have a small issue in this time.
Besides that I apologize, but unfortunately we have lost your shipment in a fire, because of it happened in our warehouse on Friday 13 February. And we cannot ship your ice cream on time.
I understand what does that lot means for you, and we will do our best for you. However, due to these circumstances I could promise you just that that we will have manufactured another batch for you in a week.
In conclusion I can assure you that guilties of this incident will punished and this situation will not happen again.Our partnership should not be damaged from ones happened problem, and I hope our relationship will stay very confidential and useful for both of us.
Please confirm your order with a delivery in a week, and I will try to do a discount for you in this case.