"I'm giving you positive feedback be ... " (more)cause you were great however my envelope was ripped and nothing was in it so I suspect that they were stolen on the way to me and I am angry at whoever did this, not you."
"I am so sorry to hear that! I'm giving ... " (more) you positive cause you've been simply amazing throughout this. But I am completely mortified that they were stolen. I'm going to have to change my shipping tactic then to prevent it from happening again."