Reply to a bad review

Write my public reply (max 80 words) to this review: "[The parcel came a week late and nobody answered my message.]" Facts: [the courier lost the parcel for 5 days; we replied on day 3]. Rules: 1) thank them in the first sentence, 2) say plainly what went wrong — only facts above, 3) say what I did or will do to fix it, 4) offer one way to continue in private [email address], 5) no excuses, no blaming the customer, no discount offers. Calm tone. Start with the result itself — no introduction, no summary at the end.