Apology Letter for Damaged Goods

When you send goods to a client, and then you realize later, or they inform you the goods were damaged, it’s essential to write an apology letter to the customer. The letter will help to maintain the business relationship besides showing you’re mindful of your customers. In the letter, you should briefly explain the circumstances surrounding the issue. If your apology is unequivocal, you can succeed in winning back an irritated customer. You should also alert the client of the immediate action you’ve taken to solve the problem, for example, replacing or refunding money for the damaged goods.

Apology letter format for damaged goods

Dear [Mr. /Mrs. Name of the customer],

We appreciate your prompt action in alerting us about order# [number]. As a company, we are sorry that your goods were damaged while in transit and we take full responsibility for the mistake. In this respect, we have sent a replacement for the damaged good; you will receive the products by [date].

We have included a return label for the damaged goods in this envelope. Kindly attached the label to the package and dispatch it through our regular courier; you will not pay for the postage. If we can get the package in the next [number of days], we will be glad.

We are thanking you for your feedback and for being one of our valued customers.



Sample apology letter for damaged goods

October 14th, 2019

Agape Suppliers

234 Greatwall Ave,

Chicago, IL 91223

Re: Apology & replacement of damaged goods

Dear Mike,

Thank you for letting us know about the damage three sets of iron boxes in the last consignment we delivered to you on September 9th, 2019. We looked at the goods and identified the fault. We sincerely apologize for the mistake.

In this regard, you will receive a replacement for the damaged goods in the next five days. We sincerely apologize for the inconvenience caused. Our sales team will liaise with you for more details.

We are grateful for your immediate action, and we promise this mistake will not recur in the future.

Thank you for your continued support.


Paula White

Sales Manager

Applemax manufacturers

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