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Thanks so much for taking the time to provide this valuable feedback, we really appreciate it.
I'm so sorry our service wasn't up to scratch this time around, our usual reply times are much faster.
We have a 24-hour policy when it comes to returning client emails, and we stick to that as much as we can. Sometimes we have to get answers from other people in the company so it can take longer, but it should never be more than a couple of days.
We hope you give us another shot next year, we'd love the opportunity to show you good we usually are.
Thanks
Clark