Dear {Name},
I am deeply sorry for misrepresenting the offers available to you when we spoke on the phone regarding your order. Quite simply, I read the internal notations on your file wrong and mistakenly thought you were entitled to a free case of widgets.
While I would like to be able to honor the deal scenario that I conveyed to you, my corporate office tells me it is just not possible, due to production issues. The widgets are simply not available at this time.
In lieu of the free widgets, I am authorized to offer you a 20 percent discount on your next order.
Please accept my sincere apology for any inconvenience or disappointment my oversight has caused.
Sincerely,
{Sender}
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