your address (date) (name street city) Dear ____ (name): We agree that the ____ (item) you returned shrunk in the washing machine. That ___ (item) was not washable although many ____ (item) today are. Our sales associate should have explained these instructions to you. Sometimes, however, a clerk may forget. Whether this was the case of not, ____ (name), we are sorry for the inconvenience. Please be assured that we will be very happy to replace the ____ (item) or credit your account. Sincerely, (name) (title)