How to write a customer apology letter: 25 templates + examples

Subject: My sincere apology

Dear [Customer‘s Name],

I hope this letter finds you well. I am writing to offer my deepest apologies for [briefly describe the issue or reason why an apology is needed].

I deeply regret [describe what you did] and understand the impact it has had on you. I value our [relationship/connection] and am committed to making things right.

Here’s what I’m doing to ensure [scenario] doesn’t happen again:

• [Add what you’re doing to ensure the negative scenario doesn’t happen again.]
• [Add what you’re doing to ensure the negative scenario doesn’t happen again.]
• [Add what you’re doing to ensure the negative scenario doesn’t happen again.]

Thank you for your understanding and for allowing me to make things right.

Sincerely,

[Your Name]

Subject: We’re sorry for [briefly describe the incident or issue]

Dear [Customer group or Organization Name],

I hope this message finds you well. We at [Company Name] apologize for any inconvenience or disappointment caused by [briefly describe the incident or issue that affected a large group of customers or individuals].

We deeply value our [customers or stakeholders] and aim to provide the highest standards of [service/product/quality]. Unfortunately, we recently encountered a situation that did not align with our commitment to excellence.

We understand the impact this incident may have had on you and assure you that resolving this matter and regaining your trust are our top priorities. We are actively taking these steps to prevent similar occurrences in the future:

• [Add what you’re doing to ensure the negative scenario doesn’t happen again.]
• [Add what you’re doing to ensure the negative scenario doesn’t happen again.]
• [Add what you’re doing to ensure the negative scenario doesn’t happen again.]

To help make things right, we are offering [coupon/discount code/etc]. Additionally, our team is available to address any questions or concerns you may have regarding this matter. Please reach out to us at [your contact information].

Thank you for your patience and for allowing us to improve and serve you better in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: A sincere apology from [Company Name]

Dear [Customer’s Name],

We’re writing to express our deepest apologies for the dissatisfaction and frustration you experienced during your recent interaction.

Your satisfaction means everything to us, and we’re sorry your experience did not meet your expectations. We would love the opportunity to make things right, so we are offering [what you’re offering].

We value your feedback, as it helps us identify areas for improvement. We invite you to contact us directly at [your contact information] to discuss your concerns or offer additional insights to help us rectify the situation.

Thank you for your continued support and trust in [Company Name]. We hope to have the opportunity to address your concerns and provide you with a better experience in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: We’re sorry your recent service experience fell short

Dear [Customer’s Name],

We’re disappointed to hear you recently had a poor customer service experience, and we would like to offer our deepest apologies. Your satisfaction and patronage are important to us, and we regret failing to deliver our best. We’re taking immediate steps to address this issue, including [briefly mention steps being taken].

As a gesture of our commitment to your satisfaction, we’d like to offer [compensation or discount]. Please reach out to our customer service team at [contact information] if you need further assistance.

We value your feedback and seek to improve our service standards so we can provide you with better experiences in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: We’re sorry about our communication error

Dear [Customer’s Name],

I want to offer my apologies for the communication issue that happened on [date] regarding [issue]. We’re actively working to resolve this issue and will update you ASAP about the measures we’re implementing to prevent it from happening again. As a gesture of goodwill, we’re offering [a resolution/a discount/etc.].

If you have further questions or comments, please contact our customer service team at [contact information] for assistance. Your understanding and support are appreciated as we improve our communication standards.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: Apology for [billing or pricing] error

Dear [Customer’s Name],

I apologize for the recent [billing or pricing] error in your transaction at [Company Name]. Ensuring accuracy and transparency is our priority, and I am sorry for any inconvenience caused.

We’re actively addressing this issue and [offer resolution/a refund/etc.]. For assistance, contact me directly at [contact information].

Thank you for your understanding and continued support as we improve our processes.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: We’re sorry

Dear [Customer’s Name],

I am writing to extend my apologies for the inconvenience caused by the defective product you received from [Company Name]. We take pride in delivering high-quality products, and it is disheartening to learn that the product you received did not meet our gold standard of excellence.

Your satisfaction is our top priority, and we are committed to rectifying this issue promptly. To make amends for the inconvenience caused, we are [offering a replacement for the defective product/providing a full refund/including a gift card for your next purchase, etc.]. Additionally, we assure you that we have taken immediate steps to investigate the issue and prevent similar occurrences in the future.

Your patience and understanding are highly appreciated as we work diligently to resolve this matter for you. Thank you for your continued support, and we look forward to serving you better in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: Let us make it up to you

Dear [Customer’s Name],

I hope this letter finds you well. I am writing to offer my sincerest apologies for the unsatisfactory experience you encountered with [Company Name].

As the [Position/Managerial Title] at [Company Name], I take full responsibility for ensuring a positive and seamless experience for every customer. It is distressing to learn that your recent interaction with us resulted in dissatisfaction and frustration.

Your experience does not align with our high service standards. To help make it up to you, we are [offering compensation/a discount on your next purchase/free shipping on your next order].

If you want to discuss this matter further or provide additional feedback, please contact me directly at [contact information]. We’d love to hear from you. Thank you for your patience and for allowing us the chance to rectify this situation. We are committed to serving you better in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: We’re sorry your delivery was late

Dear [Customer’s Name],

I hope this message finds you well. I am reaching out to apologize for the delay in the delivery of your recent order from [Company Name].

At [Company Name], we understand the importance of timely and dependable deliveries. That’s why I am disappointed to say that [circumstances that led to the delay, such as logistical issues, high demand, etc.] have led to the unexpected delay.

Please accept our heartfelt apologies for any inconvenience or disappointment this delay may have caused. We understand the impact of this delay on your plans and assure you that we are taking immediate steps to expedite the delivery process and prevent similar occurrences in the future.

To express our commitment to your satisfaction, we are [offering compensation/a discount on your next purchase/free shipping on your next order, etc.]. Additionally, we are closely monitoring your order status and will provide regular updates until it reaches you.

If you want to discuss this matter further or provide additional feedback, please contact me directly at [contact information]. We’d love to hear from you. Thank you for your patience and for giving us the chance to rectify this situation. We are committed to serving you better in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: We’ll do better

Dear [Customer’s Name],

We’d like to apologize for how we handled [recent interaction/complaint]. At [Company Name], we value each customer interaction and regret your recent complaint did not receive the attention and resolution it deserved.

We are very sorry for any frustration or inconvenience caused by our team. Your concerns are important to us and we want to address them promptly and effectively. We are taking immediate steps to fix this situation to ensure that we do better in the future.

To make it up to you, we are offering [a personalized resolution/compensation/gift card/discount, etc.]. Additionally, we are implementing further training and protocols to improve how we handle complaints.

Thank you for your understanding and for allowing us to address this matter. We genuinely appreciate your continued support and hope to regain your confidence in our services.

Sincerely,
[Your name]
[Your position]
[Company name]
[Contact information]

Subject: We’re sorry for the recent [outage/downtime]

Dear [Customer’s Name],

I am writing to extend my apologies for the recent service outage/downtime that affected your [service/product].

At [Company Name], we understand the importance of reliable and uninterrupted service and deeply regret any inconvenience the disruption may have caused you. We recognize the frustration and impact of service downtime on your operations or experience.

Unfortunately, due to [briefly explain the cause of the outage, if known, such as technical issues, maintenance, etc.], our services experienced an unexpected interruption. We are taking immediate steps to prevent such occurrences in the future.

As a gesture of our commitment to your satisfaction, we are [offering compensation/an extension of services/a discount on your next subscription, etc.]. Additionally, our technical team is diligently working to restore full functionality and enhance the reliability of our services.

Your patience and understanding are greatly appreciated. Should you have any further concerns or questions, please contact our support team at [contact information].

Thank you, and we look forward to serving you better in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: We’re sorry for the [delay/issues] with your [refund/return]

Dear [Customer’s Name],

I hope this letter finds you well. I am writing to apologize for the inconvenience and frustration you have experienced regarding the [delay/issues] with your [refund/return] process at [Company Name].

Your satisfaction is our top priority, and we are actively working to resolve the situation. We have taken immediate steps to expedite the processing of your [refund/return] and ensure that we rectify such [delay/issue] promptly.

To make up for the inconvenience, we are offering [add the offer, such as a gift card or discount on your next purchase, etc.].

Should you have any further questions, require updates, or need assistance, please contact our dedicated customer service team at [contact information]. We highly value your feedback and appreciate your patience as we work to resolve this matter.

Sincerely,
[Your name]
[Your position]
[Company name]
[Contact information]

Subject: We’re sorry your item is out of stock

Dear [Customer’s Name],

I am writing to extend my sincere apologies for the inconvenience caused due to the unavailability of the [specific item(s)] that you recently attempted to purchase from [Company Name].

We understand the frustration and disappointment that can arise when an item is unexpectedly out of stock. At [Company Name], we strive to keep inventory on hand to fulfill every customer’s order on time. However, due to circumstances out of our control, the [item(s)] is temporarily out of stock.

To express our commitment to your satisfaction, we are offering [an alternative or similar product/ a rain check, etc.]. Additionally, we assure you that we are taking proactive measures to prevent similar occurrences in the future. Should you have any further questions or concerns, please contact our customer success team at [contact information].

Thank you for your continued support. We look forward to serving you better in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]

Subject: We’re sorry about your recent experience

Dear [Customer’s Name],

I am writing to express my deepest apologies for the unfortunate negative interaction you experienced with one of our employees on [date] via [communication channel].

At [Company Name], we prioritize providing exceptional service and creating positive experiences for our valued customers. It deeply concerns us to learn that your interaction with our employee did not meet the standards of courtesy and professionalism we strive to maintain.

We assure you that your experience does not align with our expectations or reflect our commitment to providing excellent service. We have taken immediate steps to investigate the incident and have initiated additional training and coaching for our team members to prevent such occurrences in the future.

To regain your trust and ensure your continued satisfaction, we would like to offer [a discount on your next purchase/free service/a gesture of goodwill, etc.]. Should you wish to discuss this matter further or provide any additional feedback, please do not hesitate to contact us directly at [contact information].

Thank you for your understanding and continued support.

Sincerely,
[Your name]
[Your position]
[Company name]
[Contact information]

Subject: Sorry we had to cancel your [service/appointment] on [date]

Dear [Customer’s Name],

I am writing to extend my deepest apologies for the unexpected cancellation of your [service/appointment] scheduled for [date].

We understand the value of your time and regret any inconvenience this cancellation may have caused you. .

[Optional: Briefly explain the reason for the cancellation, but avoid going into excessive detail unless necessary. For instance, you might mention unforeseen circumstances, logistical challenges, or other relevant reasons.]

Our commitment to delivering exceptional service remains unwavering. We are taking immediate steps to address this situation, including [provide details of the proposed solution or action you’re taking to make amends.]

If you have any concerns or require assistance, please do not hesitate to contact us at [contact information].

We appreciate your understanding and support and look forward to serving you better in the future.

Sincerely,
[Your Name]
[Your Position]
[Company Name]
[Contact information]