How to give timelines and say “no”

Providing context goes a long way, and it would go even further if it wasn't paired with a formulaic opener like:

> I am truly sorry about this, this is unacceptable and certainly not representative of the experience we want to provide you. I understand the frustration this must have caused.

Yeah, I don't think you do in fact understand my experience, and my confidence in everything that follows has just taken a hit.