Apologise to reduce the negative reputation impact
I had once brought some sweets to Mumbai from a famous sweet shop in Bengali market in Delhi, only to find that the pure ghee sweets tasted stale. One could make out the rancid smell of old ghee. When I called up the shop in Delhi, the owner profusely apologised and requested me to visit his shop whenever I was next in Delhi. Since I knew that the sweet shop was a reputed one and this was a one off case, the apology from the owner helped calm things down.
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