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Apology Letter to Customer: Format & Sample Letters

Though customer satisfaction is the goal of any serious business, time as and again mistakes do occur as we serve our customers. When this happens, what should you do? As part of responsible customer service, you must apologize for the mistakes made and promise a long-lasting solution to the problem. This can be effectively done by writing an apology letter or email to the customer.

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Writing an apology letter to a customer can be a daunting task, especially if you have never done this before. You must choose your words and use the correct format to communicate your feelings to your valued client effectively. A sample apology letter to a customer will come in handy offer the right format and language to use.

Letter Format

  • Use the right words.
  • Take responsibility.
  • Explain what transpired but don’t offer excuses.
  • Offer a solution.
  • Thank your customer.

Apology letter to a customer

Company Logo – NameTO

…………….

…………….

…………….

 

(DATE)

 

Respected sir/madam,

REF: Apology for…. (State the reason for apologizing)

This letter is in response to your (complaint/feedback/claim) dated (indicate the date). I would like to first offer our sincere apologies for the mistake. We regret inconveniences caused by this unintentional error.

At (COMPANY NAME) we value customer satisfaction. This is an isolated case that we have deeply investigated to understand what happened on that day. As a company, we take full responsibility for the mistake and promise that the same will not occur in future.

After a thorough review of your complaint, we have we able to establish what led to the mistake. (Explain in a few sentences what lead to the error.) Be clear and specific in your explanations and avoid long text.

As one of our valued customers, we have resolved to (state any action you will implement to compensate the customer for inconveniences caused. An example is offering your services for free for a month or sending goods to replace damaged ones.) This is the least we can do to show our remorse at what happened to you.

To prevent such occurrence in the future we have decided to put measures in place which includes (State the actions the company has put in place to avoid the recurrence of the errors in the future).

Thank you for your valuable feedback that will help us continue improving our customer service. We appreciate your continued support as our reliable customers.

Yours faithfully

(Signature)

(Name $ designation)

Email Format

  • Introduce the mail with the correct language.
  • Take responsibility and explain what lead to the error.
  • Offer solutions.
  • Thank your customer.

Apology email to customer

(NAME OF THE CUSTOMER),I take this chance to offer our heartfelt apology for (state the mistake).

At (company name) we treasure offering quality services to our customers. This is a rare occurrence in our company, and we take full responsibility for the error.

After looking deeper at your case, this is what we found (state why the error occurred).

We will (state the action you have set to take to compensate the customer for the error.) AS a company we have resolved to (state what you will do to avoid the mistakes in future).

Thank you for the feedback, and we will do our best to ensure such mistakes do not occur in the future. We appreciate your support as one of our trusted customers.

Best regards,

(Name)

(Designation)

(Company)

Sample Apology Letter for Rude Behavior

This letter is written to a customer to apologize for rude behavior. It should follow a formal format. It should also state the action that was taken to correct the occurrence.

Apology letter to customer for rude behavior

(Date)

To

…………

…………

…………

 

Ref: Apology for rude behavior

 

Dear (Customers name),

We express our heartfelt apologies for rude behavior by one of our staff when you can for your regular checkup.

As a company, we do not tolerate such behavior since we are founded on high moral standards. The necessary disciplinary action has been taken on the employee, and we take responsibility for the actions.

Strict measures have been instituted to avoid such occurrence in the future.

We hope that this will not ruin our relationship with you.

Thank you for trusting and supporting our services.

Yours faithfully,

(Signature)

(Name)

(Designation)

(Company)

Sample Apology Letter for Delay/Mistake

You write this letter to your customer to apologize for a delay or mistake. The aim is to strengthen your relationship with the customer. It should state measures that were put in place to avoid recurrence of the said mistake/delay.

Sample apology letter to customer for delay

(Date)

To

…………

………….

………….

Re: Apology for a delay in registration

 

Dear (Customer),

We are sorry for a delay that occurred while you were being served by our receptionist. This is a rare occurrence, and we take full responsibility for the delay.

Our head of department investigated the matter and realized what led to the delay. We promise that this will not occur in the future.

We have laid down strict measures that will prevent such delays in days to come. Our goal is to ensure that our clients receive quality services in the shortest time possible.

Thank you for your patience and trust in us.

Sincerely,

(Signature)

(Name)

(Designation)

(Company)

Business Apology Letter for a Defective Product

A customer may receive a defective product form your business, besides replacing the product you should write an apology letter to show the customer that you value them. Use a sample apology letter for the format and language.

Sample apology letter to customer for defective product

(Date)

To

………….

………….

………….

Ref: Apology for a defective product

 

Dear (Customer name),

We appreciate your concern that was brought to our attention on (state the dates) in regards to a defective product in your last order. Receive our sincere apologies for the mess.

Our staff has dispatched another product to replace the defective one. We appreciate your feedback that will make us continue serving our customers better. In this regard, we have instituted strict measures that will prevent a repeat of such occurrences in days to come.

Thank you for your patience, we value your dedication and support for our business.

Always contact our team if you have any concerns about our services.

Yours,

(Signature)

(Name)

(Designation)

(Company)

Sample Apology Letter for Late Delivery/Shipment

If your customer receives their goods later than expected, write an apology letter explaining what transpired and how you will avoid this in future.

Sample apology letter to customer for late delivery/shipment

(Date)

To

………….

………….

………….

Re: Apology for late delivery

 

Dear (Customer),

We write to apologize for a delay in delivery of your products on (State the dates). This hardly happens, and we take full responsibility for the delay.

Our transport manager took up the issue and was able to understand what transpired. One of our Lorries broke down but fortunately, it was repaired, and the goods were delivered.

We have assigned a new standby lorry to assist if such activity happens in the future.

Thank you for communicating the delay in time and your patience.

We hope that this will not occur in the future.

Yours faithfully,

(Signature)

(Name)

(Designation)

(Company)

Sample Apology Letter for the Billing Error

This letter is written to apologize for an error in a customer’s bill. The correct bill should accompany it. The sample letter offers guidelines on how to write an ideal apology letter to a customer for a billing error.

Sample apology letter to customer letter for billing error

(Date)

To

………..

………..

………..

 

Ref: Apology for a billing error

 

We received your complaint about your previous electricity bill. Receive our apologies for the billing error.

Our staff we able to trace the source of the error and made the necessary corrections. Find the correct bill that is attached to this letter.

Besides we have put in place a thorough quality control unit to ensure that billing errors are minimized.

We promise that this will not occur in the future.

Sincerely,

(Signature)

(Name)

(Designation)

(Company)

Sample apology letter for wrong billing

If you realize that you have sent the wrong bill to a customer, you need to write an apology letter to the customer. A sample apology letter for wrong billing will assist you to know the right format and language to use.

Apology letter to customer for wrong billing

Company/Business letterhead

(Date)

 

To

………….

………….

………….

 

Re: Apology for wrong billing

 

Dear (Customers name),

We write in response to your complaint raised over you last month’s internet bill. Receive our sincere apologies for sending the wrong bill.

Our accounts office looked keenly on the matter and discovered that the bill you received belongs to another customer. We have attached the correct bill to this letter.

Besides, we have laid down strict procedures that will prevent such an occurrence in days to come.

Thank you for your patience.

Yours,

(Signature)

(Name)

(Designation)

(Company)

Sample Apology letter for late billing

Late billing can inconvenient your customer. If you are sending a bill later than expected, accompany the bill with an apology letter. A sample apology letter for late billing will offer useful insights on how to write the letter.

Apology letter to customer for late billing

(Date)

To

………….

………….

………….

 

Re: Apology for late billing

 

Dear (Customer name),

Accept our apologies for late water bills for this month. This is a rare occurrence that we regret. We apologize for any inconveniences caused by the delay.

We had a systems upgrade that took longer than expected this the reason for the delay in sending the water bills this month. Our IT team has put in place appropriate measures to prevent reoccurrence of the same in the future.

Thank you for your understanding

Sincerely,

(Signature)

(Name)

(Designation)

(Company)

Sample Apology Letter for a Rude Employee

If your staff behaves rudely to a customer, as a matter of responsible customer service, write an apology letter to the customer. A sample apology letter for a rude employee will assist you to know what to include in the letter.

Apology letter to customer for rude employee

(Date)

To

………….

………….

………….

 

Re: Apology for a rude employee

 

Dear (Customers name)

I take this opportunity on behave of (Company name) to offer our apologies for rude behavior expressed by one of our customer service employees when you had come to pick your check.

We categorically state that the company does not condone this behavior. Our disciplinary committee has imposed the necessary disciplinary action on the employee. We have also put in place strict rules of conduct to avoid the same in future.

Thank you for bringing the matter to our attention; otherwise we would not have known.

Always talk to the management if you have any concerns about our services.

Yours,

 

(Signature)

(Name)

(Designation)

(Company)

Sample Apology Letter for Wrong Pricing

If you realize you have quoted the wrong prices to a customer, write an apology letter and accompany it with the correct prices. This helps to build trust form your customers. Use a sample apology letter for wrong pricing to make your work easy.

Apology letter to customer for wrong pricing

(Date)

To

………..

………..

………..

 

Ref: Apology for wrong pricing

 

Dear (Customer name)

We sincerely apologize for wrong pricing for your last order, this rare mistake that regret. We take responsibility for any inconveniences caused.

Our accounts staffs were able to note the error, and we have attached a copy of the invoice with the correct prices. The error was as a result of recent price changes that had not reflect in our system.

Corrective measures have been instituted, and we promise that this will not occur in days to come.

Thank you for shopping with us.

Sincerely,

(Signature)

(Name)

(Designation)

(Company)

Sample Apology Letter for Poor Services

If a customer complains about poor services, this is an opportunity to redeem your business. Write an apology letter and explain how it occurred and how you will avoid the same in future. This can be easy if you rely on a sample apology letter for poor services.

Letter of apology to customer for bad service

Business letterhead

(Date)

 

To

…………

…………

…………

 

Re: Apology for poor service

Dear (Customer name)

We sincerely apologize for poor service from one of our staff when you visited our restaurant in uptown. You received the wrong order that was also delayed. This is an isolated case, and we take responsibility for the actions.

The branch manager has taken the necessary disciplinary action on the specific staff. We are committed to offering quality services to our customers, and this cannot be accepted.

Besides, we have implemented strict measures in all our branches to ensure that this is not repeated in the future.

Thank you for raising the concern, your feedback is highly appreciated to make our services better.

Sincerely,

(Signature)

(Name)

(Designation)

(Company)